Owning Your Customer Experience: How Your Supply Chain Can Create DTC Loyalty and Accelerate Growth with Rick Watson CEO of RMW Commerce Consulting

Supply Chain Therapy

Shipping pallets and replenishing stores are one thing. Getting the products to doorsteps, handling returns swiftly, and accurately forecasting demands are an entirely separate beast.

If you can accomplish all of those feats your customer experience will outperform your competitor's.

Our guest today understands what it takes to own your customer experience. Rick Watson is the Founder and CEO of RMW Commerce Consulting.
On today’s episode, Rick discusses creating a DTC channel that ensures customer loyalty, the importance of accurate forecasting, and why cross functional teams are so crucial for the success of eCommerce businesses.
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Guest Quote

“If your inventory is close to the customer, you're gonna have the best experience possible, which means that your forecasting needs to be really good per region, not just globally” - Rick Watson

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Time Stamps

*(1:20) Meet Rick

*(7:33) How to improve the DTC customer experience

*(9:51) Segment 2: Challenges

*(11:26) The New Rate Game

*(14:32) How Rick’s work has impacted the bottom line
*(20:59) Don’t be in a silo

*(22:48) Segment 3: The Venting Couch

*(26:00) Segment 4: Back to the Future

*(29:02) The next two years

*(33:33) Segment 5: Quick Hitters

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Sponsor:

Cloud Supply Chain combines the speed and flexibility of the cloud with the physical infrastructure required to compete. Want to learn more? Download our e-book Cloud Supply Chain for Dummies, I mean Savvy Brands, and find out for yourself. Go to Stord.link/dummies to get a copy.

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Links

• Connect with Rick Watson on LinkedIn
• Connect with Alex Kent on Linkedin
• Check out the Stord Website
• Check out the RMW’s Website