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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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Most popular terms
Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) is when companies outsource specific business functions to a third-party…
Marketing Qualified Lead (MQL)
A marketing qualified lead (MQL) is a potential customer that has been identified as…
Patient Experience (PX)
Patient Experience (PX) refers to the range of interactions that patients have with the…
B2B (Business to Business)
B2B, or Business to Business marketing, refers to companies, products, and services that sell…
Real-Time Data (RTD)
Real-time data (RTD) refers to the information that is updated minute-by-minute, second-by-second. This data…
Conversion Value Optimization (CVO)
Conversion Value Optimization is the process of optimizing your website or landing pages for…
MOO
MOO is an online print and design company that enables businesses to create premium,…
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is a platform that manages interactions with current and potential…
Voice of the Customer (VoC)
The Voice of the Customer (VoC) refers to the collection and analysis of feedback…
Retail Media Network (RMN)
A retail media network is a business model that functions as an advertising platform.…
Marketing Operations (MOps)
MOps incorporates a range of functions, including data management, analytics, marketing automation, technology implementation,…
1:1 Omnichannel Personalization
1:1 Omnichannel Personalization refers to the strategy of customizing a customer’s experience at an…
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