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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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Brandlight
Brandlight is a SaaS platform focused on AI visibility and brand intelligence—measuring how a…
Content Marketer
A content marketer is a creative professional who is responsible for creating, managing, and…
Bronze, Silver, and Gold Data Layers
The Bronze, Silver, and Gold Data Layers are a multi-tiered data architecture approach used…
Technology Adoption Model (TAM)
The Technology Adoption Model (TAM) is a theoretical framework that explains how users come…
Conversion Rate (CR)
Conversion Rate (CR) is a fundamental metric in digital marketing used to measure the…
Significance (σ or Sigma)
Significance in statistics refers to the measure of how far a result deviates from…
Business Value Pyramid
One way to look at business value is by using the Business Value Pyramid…
Line of Business (LOB)
Line of Business (LOB) refers to a category within a company that deals with…
Customer Lifetime Value (CLV)
This is a calculation of the total value of a customer over their entire…
Business Unit (BU)
A Business Unit (BU) is a distinct subdivision within a larger company that operates…
Compound Annual Growth Rate (CAGR)
The Compound Annual Growth Rate (CAGR) is a financial metric used to measure the…
Total Cost of Ownership (TCO)
Total cost of ownership (TCO) is an estimate of the expenses related to a…
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