How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market | Blake Morgan скачать в хорошем качестве

How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market | Blake Morgan

The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage. BOOKMARKS 00:00 - Introduction and Background 02:28 - The Origin Story of Thread Up 06:06 - The State of the Modern Customer 07:31 - The Secondhand Market Outpacing Retail 09:06 - The Logistics of Reselling 13:16 - What Happens to Unsellable Clothes 15:27 - The Growth Opportunity in Reselling 17:32 - Being Customer-Centric 17:32 - Using the Jobs-to-be-Done Framework 23:44 - Advice for Customer-Centric Leadership 26:05 - Getting to Know James Reinhart -- Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: https://blakemichellemorgan.com/