https://padlet.com/aazevedo10/Bookmarks Made with a wish on a star en-us 2022-05-05 09:15:01 UTC 2022-05-06 08:47:54 UTC hello@padlet.com https://padlet.com/aazevedo10/Bookmarks/wish/2171139665 - Customer feedback linked with Partner Operations: CPO on delayed orders, wrong/faulty items, returns, refunds;
- Feedback linked to Couriers: delays on courier side, deliveries handled wrongly, boxes arriving open/ wet/ shattered
- Feedback regarding sizing: do customers contact us to understand how sizing works? 
- Variations between markets- contact reasons per market;
- What kind of solutions we offer customers to make up for their bad experience? (vouchers, free shipping, etc)
- Feedback regarding packaging: do Customers feel our packaging gives them a luxury experience?
- Do we have access to feedback for Fashion Concierge customers?
- Do Partners give different experiences to VIP clients? What are the main contact causes for VIP clients?
- Do we have different treatment (solutions) for VIP clients?
- What is the impact of losing a client for FF (per tier)?]]> 2022-05-05 09:16:49 UTC https://padlet.com/aazevedo10/Bookmarks/wish/2171139665 https://padlet.com/aazevedo10/Bookmarks/wish/2171140453 - What is the customer experience of a NS or WI incidence.
- What is the sensitivity of customers to order delays.
- Are there big differences in customer experience expectations between regions.
- What is the workload/costs caused to FF and the Partners by a WI or NS or Order delay incidence (e.g. Customer > CS > DS > PS > Partners).]]> 2022-05-05 09:17:38 UTC https://padlet.com/aazevedo10/Bookmarks/wish/2171140453 https://padlet.com/aazevedo10/Bookmarks/wish/2171149681 - Impacto do No Stock - os clientes reagem? como reagem? qual é o procedimento para a resolução
- Qual o impacto das ações do parceiro (SoS, NS, WI, Packaging Accuracy, Returns) na repurchase rate / customer retention
- O parceiro não permite cancelamentos (ou não permitir alteração de endereços) - como é que isso se resolve? Onde é que a equipa de CS consulta essa informação? como é que isto impacta private clients?
- Impacto dos atrasos na experiência do cliente - como é que CS tem acesso a essa informação e como distingue o que é atraso do parceiro ou atraso do carrier? (a equipa de Success não conhece ainda o SCV). Em função disso, com que equipas interagem (DS/PS)?,
- Quando o cliente recebe um wrong item e contacta CS, qual o procedimento que CS?
- de todas as encomendas com problemas (baixo SOS, NS, WI), qual a % que de facto gera contatos de CS e quais as main reasons? (idealmente deveriamos ter esta informação ao nível do partner, para definirmos acções correctivas)

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