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#822: From eTail: NoFraud Head of CX Breanna Moreno on customer loyalty, post-purchase abuse, and the moments after a sale
Today, we are here at eTail Palm Springs and we’re going to talk about a massive, and often invisible, threat to brand profitability and customer loyalty: post-purchase abuse. While brands have spent years optimizing the path to purchase, the moments that happen after the sale—returns, refunds, and support interactions—have become a significant source of margin leakage, pitting the goals of the CX team against the financial health of the business. To help me discuss this topic, I’d like to welcome, Breanna Moreno, Head of CX at NoFraud.
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Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Cost Per Acquisition (CPA)
CPA is a marketing metric that measures the cost of generating a new lead…
Ideal Customer Profile (ICP)
An Ideal Customer Profile (ICP) is a detailed and comprehensive description of the characteristics…
Transcend
Transcend is a data privacy infrastructure platform that helps companies programmatically manage user data…
Audience Growth Rate (AGR)
Audience Growth Rate (AGR) is the percentage increase in your total audience size over…
Tealium
Tealium is a leading Customer Data Platform (CDP) that enables businesses to unify their…
Lead Velocity Rate (LVR)
Lead Velocity Rate or LVR is a metric that measures a brand’s lead generation…
History of E-Commerce
A brief history of E-commerce, from the early pre-internet foundations in the 1960s to…
Subscriber Identity Module (SIM)
A Subscriber Identity Module (SIM) is a small electronic chip used in mobile devices…
Product Listing Page (PLP)
A Product Listing Page (PLP) is the page type in an e-commerce experience that…
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a formal contract that sets expectations around the…
Key Performance Indicator (KPI)
A Key Performance Indicator (KPI) is a performance measurement used by brands and marketers…
Conversion Rate Optimization (CRO)
Conversion Rate Optimization (CRO) is the process of optimizing your website or landing pages…
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