Inventory disagrees between channels
Overselling costs a refund and a review; underselling hides stock that was available. Both come from the same missing synchronisation.
Retail & E-commerce
Own the customer relationship, not just the transaction.
Selling across a website, marketplaces and a physical location means inventory, orders and customer records fragment by channel. Margin is lost to reconciliation, and the repeat purchase — the whole basis of profitability — goes unmanaged.
The customer lifecycle
Every stage, including the ones that fail.
This is the path a customer actually takes in your sector. We’ve marked the stages where the business most often loses them — and it is rarely the marketing.
- Paid or organic discoveryDemand
- Product pageDemand
- CartDemandUsually breaks here
- CheckoutSystems
- Order routingSystemsUsually breaks here
- FulfilmentSystems
- Delivery updatesOperations
- SupportOperationsUsually breaks here
- Repeat purchaseOperationsUsually breaks here
4 of 9 stages are where this sector most often loses the customer.
Where it breaks
What that costs, specifically.
Abandoned carts left alone
Recovery sequences are among the highest-return automations available in retail, and are frequently not running at all.
Support answers the same question all day
"Where is my order" dominates the queue. It is fully answerable from data you already hold.
No view of customer lifetime value
Acquisition is judged on first-order profitability, so channels that produce loyal customers look worse than they are and get cut.
What we measure
The numbers this work answers to.
Agreed before we start, reported throughout. No vanity metrics.
- Cart abandonment recovery rate
- Repeat purchase rate
- Customer lifetime value by acquisition channel
- Support contacts per hundred orders
What we typically build
For retail & e-commerce.
Let’s talk about your retail & e-commerce business.
30 minutes, no pitch. If we’re not the right fit, we’ll tell you that too.