428: Create Customer Experiences that Supercharge Success, with Narvar

Amit Sharma of Narvar talks about leveraging intelligent communication to boost consumer trust, create memorable shopping experiences & maximize conversions. IN THIS EPISODE WE DISCUSS:   [07.56] Amit’s career journey, and how it led him to establish Narvar. [10.12] An overview of Narvar – who they are, what they do, and how they help their customers. “Online, after we buy, there’s a waiting period. And often that waiting period is overlooked, or under-invested. We help businesses engage their customers with the intention of driving long term loyalty and advocacy.” [12.54] The ideal client for Narvar. [14.28] Amit’s take on the biggest e-commerce challenges right now, especially when it comes to the post-purchase experience. “Once you buy a product, it’s a chore. ‘Find a tracking number; When can I get it?; Do I have to be at home,?; Will the package be secure?’… There are all these questions that lead to anxiety about the order you placed. So the challenge is to build the trust every step of the way.” “There’s a disconnect... you have to understand the customers context and provide the right information at the right time.” [17.13] Narvar’s mission to simplify the everyday lives of consumers, and why taking care of retail customers isn’t just the right thing to do – it’s good business. “Everything is “and” now. It has to be cheaper AND it has to be faster AND it has to be on time AND it has to be an amazing customer experience.” “Consumers want returns policies and processes that are easy to understand and follow… and making it convenient is better for the retailer as well.” [25.18] Why 60% of shoppers are more likely to choose a retailer that can tell them the exact date a package will arrive at the time of order; and the role of Narvar’s ‘Promise’ solution in helping retailers utilize intelligent delivery estimates to drive conversion and deliver transparency. “Given a choice, customers select visibility and predictability of delivery dates versus faster delivery. And, from the merchant perspective, we then see consumers buy more, and make less customer service enquiries, because you’ve built trust and confidence…. There’s a big benefit from setting that expectation.” [31.46] How Narvar helps retailers continue to communicate with consumers using post-purchase marketing and different touchpoints to keep them informed, but also boost trust, keep experience levels high and upsell. [35.35] The challenge of returns, and how Narvar helps retailers to find the balance of retaining revenue and reducing costs, whilst also offering customers easy, convenient, positive experiences. “All of the data and sophistication gets applied on the acquisition side, but not much on the retention side. Returns is an opportunity for that.” [40.38] Why Narvar is fostering collaboration between retailers, and how a unique relationship with Kohl’s is setting a standard for smoother, cheaper, and more sustainable returns experiences for brands and consumers alike. “Cheaper, convenient, and beneficial for everybody.” [44.42] The upcoming trends and opportunities in the ecommerce industry that we should be looking out for. “Using intelligence, the supply chain is going to get more and more intuitive, more consumer-friendly, and more cost-effective for all the players involved.” RESOURCES AND LINKS MENTIONED:   Head over to Narvar’s website now to find out more and discover how they could help you too. You can also connect with Narvar and keep up to date with the latest over on LinkedIn, YouTube, Facebook and X (Twitter), or you can connect with Amit on LinkedIn.