Expert Perspectives

Expert Perspectives

Episode 21

Specialized Bicycles: Understanding ecommerce customer satisfaction KPIs

Podcast

Luis Gerardo Torres

Luis Gerardo Torres

Europe Ecommerce Operations Manager

In this episode we talked about:

The differences between the Latin American and European ecommerce markets
How to measure and gain a deeper understanding of customer satisfaction
Why it’s important to decipher how you are delivering value and not just volume

Episode highlights:

[02:12] Lessons from working in physical stores

[03:48] Experience at Joma Sports

[05:56] Defining ecommerce replatforming

[07:57] When to consider replatforming

[09:38] Managing KPIs during replatforming

[12:03] Future of customer experience in ecommerce

[17:17] Ecommerce challenges for 2024

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