EP47 - Do You Really Know How Customers Perceive Your Sustainable Brand?

Welcome to Episode 47 of the Sustainable Ecommerce Podcast!

https://sustainable-ecom.com/ep47

It’s time to talk about customer experience. Specifically, the experience your customer gets through their buying journey.

Obviously a great experience helps you convert visitors into buyers, and buyers into raving fans, but the rub is that its notoriously difficult to get a true read on how your customers actually feel about their experience, especially people who didn’t purchase.  

And what about customer’s perception of your sustainability? If you’re a sustainable brand you MUST get your story across in a way that eco-conscious consumers can understand it – but how do you measure that? How can you be sure your messaging is giving them the information you think it is?

Well, enter today’s guests.  Andy Evans is the Co-Founder of Humii, a Mystery Shopping Network designed to give online retailers and ecommerce brands unparalleled end to end visibility of their customer experience. Andy’s joined today by Mariele Osthus, Head of Strategy at Humii, and together we take a look at how customer experience evaluation performed by their mystery shoppers is helping brands of all sizes highlight some astonishing gaps in real life customer experiences.  Plus, we explore how their extensive data set is enabling customers-eye view of how a brands UX stacks up against their competitors, in a way that’s never been possible before. 

And, please do listen right to the end, because we share a very exciting announcement about a world first program being run right here in Australia to help sustainable brands specifically.