Latest / Omni Talk Retail / Why Post-Purchase Communication Could Become Retail’s Next Big Differentiator | Spotlight Series

Transcript

Why Post-Purchase Communication Could Become Retail’s Next Big Differentiator | Spotlight Series · Omni Talk Retail

• 0:00
  Foreign.
• 0:08
  Welcome
• 0:09
  to
• 0:09
  the
• 0:09
  latest
• 0:09
  edition
• 0:10
  of
• 0:10
  the
• 0:10
  Omnitalk
• 0:10
  Spotlight
• 0:11
  series,
• 0:11
  the
• 0:12
  series
• 0:12
  that
• 0:12
  highlights
• 0:13
  the
• 0:13
  people,
• 0:13
  the
• 0:13
  companies
• 0:14
  and
• 0:14
  the
• 0:14
  technologies
• 0:15
  that
• 0:15
  are
• 0:15
  shaping
• 0:16
  the
• 0:16
  future
• 0:16
  of
• 0:16
  retail.
• 0:17
  I'm
• 0:17
  one
• 0:17
  of
• 0:18
  your
• 0:18
  co
• 0:18
  hosts
• 0:18
  for
• 0:18
  today's
• 0:19
  interview,
• 0:19
  Anne
• 0:19
  Mazinga.
• 0:20
  And
• 0:20
  I'm
• 0:20
  Chris
• 0:21
  Walton.
• 0:22
  And
• 0:22
  we
• 0:22
  have
• 0:22
  a
• 0:23
  guest
• 0:23
  today
• 0:23
  from
• 0:24
  a
• 0:24
  company
• 0:24
  who
• 0:24
  I've
• 0:25
  long
• 0:25
  admired
• 0:26
  and
• 0:26
  who
• 0:26
  I
• 0:26
  feel
• 0:26
  like
• 0:27
  I
• 0:27
  interact
• 0:28
  with
• 0:28
  on
• 0:28
  a
• 0:28
  weekly
• 0:29
  basis.
• 0:29
  As
• 0:29
  I'm
• 0:30
  sure
• 0:30
  many
• 0:30
  of
• 0:30
  you
• 0:30
  will
• 0:30
  find
• 0:31
  out,
• 0:31
  you
• 0:31
  do,
• 0:31
  too.
• 0:32
  Today
• 0:33
  we're
• 0:33
  joined
• 0:34
  by
• 0:34
  Katherine
• 0:35
  Dummett,
• 0:35
  vice
• 0:36
  president
• 0:36
  of
• 0:36
  marketing
• 0:37
  at
• 0:37
  Narvar.
• 0:38
  Catherine,
• 0:39
  we're
• 0:39
  so
• 0:39
  happy
• 0:40
  to
• 0:40
  have
• 0:40
  you
• 0:40
  on
• 0:40
  the
• 0:40
  show.
• 0:41
  Welcome.
• 0:42
  Thank
• 0:42
  you,
• 0:42
  Anne.
• 0:43
  Nice
• 0:43
  to
• 0:43
  see
• 0:43
  you.
• 0:43
  Chris,
• 0:44
  Nice
• 0:45
  to
• 0:45
  see
• 0:45
  you
• 0:45
  too.
• 0:45
  Yes,
• 0:46
  to
• 0:46
  see
• 0:46
  you
• 0:46
  too.
• 0:46
  So
• 0:47
  I
• 0:47
  think
• 0:47
  what
• 0:47
  Ed
• 0:47
  was
• 0:47
  alluding
• 0:48
  to
• 0:48
  there
• 0:48
  is,
• 0:49
  Catherine,
• 0:49
  is
• 0:49
  that
• 0:49
  she
• 0:50
  has
• 0:50
  a
• 0:50
  massive
• 0:50
  shopping
• 0:51
  addiction.
• 0:51
  And
• 0:52
  so
• 0:52
  she's
• 0:52
  like,
• 0:53
  chris,
• 0:53
  this
• 0:53
  is
• 0:54
  worse.
• 0:55
  Always
• 0:55
  work.
• 0:55
  And
• 0:56
  yes,
• 0:56
  it
• 0:56
  is.
• 0:56
  It's
• 0:56
  research.
• 0:57
  Yes,
• 0:57
  it's
• 0:57
  all
• 0:57
  that.
• 0:58
  It's
• 0:58
  all
• 0:58
  in
• 0:58
  the
• 0:58
  guise
• 0:58
  of
• 0:59
  research.
• 0:59
  But
• 0:59
  anyway,
• 1:00
  lack
• 1:00
  of
• 1:00
  a
• 1:00
  better
• 1:00
  way
• 1:00
  to
• 1:01
  put
• 1:01
  it,
• 1:01
  major
• 1:01
  addiction.
• 1:02
  And
• 1:02
  so
• 1:02
  she's
• 1:03
  likely
• 1:03
  using
• 1:03
  your
• 1:04
  services
• 1:04
  quite
• 1:04
  often.
• 1:05
  But
• 1:05
  why
• 1:06
  don't
• 1:06
  we
• 1:06
  start
• 1:06
  by
• 1:06
  having
• 1:07
  you
• 1:07
  tell
• 1:07
  our
• 1:07
  audience
• 1:08
  what
• 1:08
  Narvar
• 1:08
  is
• 1:09
  for
• 1:09
  those
• 1:09
  maybe
• 1:09
  that
• 1:09
  don't
• 1:09
  remember
• 1:10
  some
• 1:10
  of
• 1:10
  the
• 1:10
  past
• 1:10
  conversations
• 1:11
  we
• 1:11
  have?
• 1:11
  And
• 1:12
  what,
• 1:12
  what
• 1:12
  also
• 1:12
  do
• 1:13
  you
• 1:13
  oversee
• 1:13
  in
• 1:14
  your
• 1:14
  role
• 1:14
  there
• 1:14
  too?
• 1:15
  Yeah,
• 1:16
  absolutely.
• 1:16
  So
• 1:17
  for
• 1:17
  those
• 1:17
  that
• 1:17
  are
• 1:17
  unfamiliar
• 1:18
  with
• 1:18
  Narvar,
• 1:18
  we
• 1:19
  are
• 1:19
  the
• 1:19
  number
• 1:20
  one
• 1:20
  platform
• 1:21
  for
• 1:22
  intelligent
• 1:22
  personalization
• 1:23
  beyond
• 1:23
  buy.
• 1:24
  So
• 1:25
  let
• 1:25
  me
• 1:25
  make
• 1:26
  that
• 1:26
  real.
• 1:26
  If
• 1:26
  you've
• 1:26
  ever
• 1:27
  tracked
• 1:27
  a
• 1:27
  package
• 1:28
  from
• 1:28
  Sephora
• 1:29
  Fora
• 1:29
  or
• 1:29
  initiated
• 1:30
  a
• 1:30
  return
• 1:30
  from
• 1:31
  Levi's
• 1:31
  or
• 1:32
  maybe
• 1:32
  received
• 1:33
  delivery
• 1:33
  updates
• 1:34
  from
• 1:34
  Sonos,
• 1:34
  there's
• 1:35
  a
• 1:35
  really
• 1:35
  good
• 1:35
  chance
• 1:35
  you've
• 1:36
  actually
• 1:36
  interacted
• 1:37
  with
• 1:37
  Narvar
• 1:37
  and
• 1:38
  you
• 1:38
  just
• 1:38
  didn't
• 1:39
  know
• 1:39
  it.
• 1:40
  It's
• 1:40
  actually
• 1:40
  crazy
• 1:41
  because
• 1:41
  we
• 1:42
  touch
• 1:42
  over
• 1:42
  90%
• 1:43
  of
• 1:43
  the
• 1:43
  US
• 1:44
  population
• 1:45
  online,
• 1:46
  and
• 1:46
  so
• 1:46
  no
• 1:47
  one
• 1:47
  has
• 1:48
  that
• 1:48
  kind
• 1:49
  of
• 1:49
  reach
• 1:49
  and
• 1:50
  understanding
• 1:50
  of
• 1:51
  consumer
• 1:51
  behavior
• 1:51
  except
• 1:52
  for
• 1:52
  Amazon.
• 1:52
  I'll
• 1:53
  give
• 1:53
  them
• 1:53
  that.
• 1:55
  Got
• 1:55
  to
• 1:56
  throw
• 1:56
  them
• 1:56
  a
• 1:56
  boat.
• 1:56
  Amazon
• 1:57
  needs
• 1:57
  a
• 1:57
  boat
• 1:57
  every
• 1:58
  once
• 1:58
  in
• 1:58
  a
• 1:58
  while.
• 1:58
  They
• 1:59
  do,
• 1:59
  they
• 1:59
  do.
• 1:59
  And
• 2:00
  they're
• 2:00
  not
• 2:00
  doing
• 2:00
  too
• 2:00
  well
• 2:00
  out
• 2:01
  there.
• 2:02
  Right.
• 2:03
  But
• 2:03
  we're
• 2:03
  not
• 2:04
  just
• 2:04
  about
• 2:04
  like
• 2:04
  delivering
• 2:05
  those
• 2:05
  great
• 2:06
  customer
• 2:06
  experiences.
• 2:07
  What
• 2:07
  we're
• 2:07
  really
• 2:07
  trying
• 2:08
  to
• 2:08
  do
• 2:08
  is
• 2:08
  help
• 2:09
  retailers
• 2:09
  transform
• 2:10
  what
• 2:10
  has
• 2:11
  traditionally
• 2:11
  been
• 2:12
  overlooked,
• 2:13
  the
• 2:13
  post
• 2:13
  purchase
• 2:14
  experience,
• 2:14
  which
• 2:15
  was
• 2:15
  historically
• 2:15
  kind
• 2:16
  of
• 2:16
  just
• 2:16
  a
• 2:16
  support
• 2:16
  function.
• 2:17
  And
• 2:17
  we're
• 2:18
  looking
• 2:18
  at
• 2:18
  that
• 2:18
  as
• 2:18
  a
• 2:19
  strategic
• 2:19
  advantage.
• 2:20
  One
• 2:20
  area
• 2:21
  that
• 2:21
  you
• 2:21
  can
• 2:21
  really
• 2:22
  help
• 2:22
  grow
• 2:23
  brand
• 2:23
  loyalty,
• 2:24
  grow
• 2:25
  revenue,
• 2:25
  and
• 2:26
  ultimately
• 2:26
  protect
• 2:27
  revenue
• 2:27
  as
• 2:27
  well.
• 2:29
  Fraud
• 2:30
  is
• 2:30
  on
• 2:30
  the
• 2:30
  rise.
• 2:30
  So
• 2:31
  what
• 2:31
  we're
• 2:31
  leaning
• 2:31
  into
• 2:32
  is
• 2:32
  AI
• 2:33
  to
• 2:33
  mitigate
• 2:33
  delivery
• 2:34
  Claim
• 2:34
  fraud,
• 2:34
  return
• 2:35
  fraud
• 2:35
  and
• 2:35
  send
• 2:36
  proactive
• 2:37
  communications
• 2:38
  in
• 2:38
  the
• 2:38
  order
• 2:39
  journey.
• 2:39
  We're
• 2:40
  really
• 2:40
  helping
• 2:40
  brands
• 2:41
  just
• 2:41
  build
• 2:42
  trust
• 2:42
  at
• 2:43
  scale
• 2:43
  and
• 2:44
  as
• 2:44
  the
• 2:44
  VP
• 2:44
  of
• 2:44
  marketing
• 2:45
  I
• 2:45
  am
• 2:45
  responsible
• 2:46
  for
• 2:46
  telling
• 2:46
  that
• 2:46
  story
• 2:47
  to
• 2:47
  the
• 2:47
  market.
• 2:48
  And
• 2:48
  so
• 2:48
  that
• 2:48
  spans
• 2:48
  everything
• 2:49
  from
• 2:49
  demand
• 2:50
  gen
• 2:50
  to
• 2:51
  product
• 2:51
  positioning
• 2:52
  to
• 2:52
  thought
• 2:52
  leadership.
• 2:53
  And
• 2:54
  I
• 2:54
  think
• 2:54
  that's
• 2:54
  what
• 2:55
  for
• 2:55
  me
• 2:55
  like
• 2:55
  I
• 2:56
  get
• 2:56
  really
• 2:56
  excited
• 2:57
  about.
• 2:57
  We
• 2:57
  created
• 2:58
  this
• 2:58
  category
• 2:59
  so
• 2:59
  we
• 2:59
  have
• 3:00
  this
• 3:00
  responsibility
• 3:01
  to
• 3:01
  lean
• 3:01
  into
• 3:02
  that
• 3:02
  thought
• 3:02
  leadership
• 3:03
  and
• 3:04
  share
• 3:04
  with
• 3:04
  retailers
• 3:05
  what
• 3:05
  the
• 3:06
  value
• 3:06
  is
• 3:07
  beyond
• 3:08
  buy.
• 3:08
  So
• 3:09
  tldr,
• 3:10
  my
• 3:10
  role
• 3:10
  is
• 3:10
  to
• 3:10
  translate
• 3:11
  the
• 3:11
  complexity
• 3:12
  into
• 3:12
  a
• 3:12
  clear,
• 3:13
  compelling
• 3:13
  narrative
• 3:14
  that
• 3:14
  shows
• 3:14
  how
• 3:14
  Narvar
• 3:15
  helps
• 3:15
  retailers
• 3:16
  transform
• 3:17
  that
• 3:17
  post
• 3:17
  purchase
• 3:18
  center
• 3:19
  into
• 3:19
  a
• 3:19
  real
• 3:19
  competitive
• 3:20
  edge.
• 3:21
  Awesome.
• 3:21
  I
• 3:21
  think,
• 3:22
  I
• 3:22
  think
• 3:22
  you
• 3:22
  just
• 3:22
  did
• 3:22
  that
• 3:22
  pretty
• 3:23
  well
• 3:23
  because
• 3:23
  one
• 3:23
  of
• 3:23
  the
• 3:23
  reasons
• 3:23
  I
• 3:23
  was
• 3:24
  like
• 3:24
  having
• 3:24
  you
• 3:24
  back
• 3:24
  on
• 3:24
  is
• 3:25
  this
• 3:25
  topic.
• 3:25
  And
• 3:25
  so
• 3:25
  basically
• 3:26
  what
• 3:26
  you're
• 3:26
  saying
• 3:26
  in
• 3:26
  a
• 3:27
  nutshell
• 3:27
  is
• 3:27
  you're
• 3:28
  the
• 3:28
  platform
• 3:28
  for
• 3:29
  retails
• 3:29
  and
• 3:29
  brands
• 3:29
  to
• 3:30
  help
• 3:30
  understand
• 3:30
  how
• 3:30
  they're
• 3:31
  performing
• 3:31
  from
• 3:31
  a
• 3:32
  post
• 3:32
  purchase
• 3:32
  perspective.
• 3:33
  Is
• 3:33
  that
• 3:33
  right?
• 3:34
  Yeah,
• 3:34
  absolutely.
• 3:34
  We're
• 3:35
  unlocking
• 3:36
  that
• 3:36
  understanding
• 3:37
  and
• 3:37
  also
• 3:37
  helping
• 3:38
  them
• 3:38
  power
• 3:39
  that
• 3:39
  entire
• 3:39
  part
• 3:40
  of
• 3:40
  the
• 3:40
  customer
• 3:40
  journey.
• 3:42
  Well,
• 3:42
  Katherine,
• 3:43
  one
• 3:43
  of
• 3:43
  the
• 3:43
  things
• 3:43
  that
• 3:43
  I
• 3:44
  want
• 3:44
  to
• 3:44
  make
• 3:44
  sure
• 3:44
  we
• 3:44
  talk
• 3:44
  about
• 3:45
  too
• 3:45
  and
• 3:45
  Chris,
• 3:46
  like
• 3:46
  this
• 3:46
  was
• 3:46
  a
• 3:46
  huge
• 3:47
  topic
• 3:48
  at
• 3:49
  shop
• 3:49
  talk
• 3:49
  or
• 3:49
  grocery
• 3:50
  shop
• 3:51
  even
• 3:51
  just
• 3:51
  a
• 3:51
  few
• 3:52
  years
• 3:52
  ago
• 3:53
  into
• 3:53
  the
• 3:53
  last
• 3:53
  couple
• 3:54
  of
• 3:54
  months.
• 3:55
  But
• 3:56
  where
• 3:57
  are
• 3:57
  you
• 3:57
  going?
• 3:57
  I
• 3:57
  don't
• 3:57
  know
• 3:57
  where
• 3:57
  you're
• 3:58
  going.
• 3:59
  Instant
• 3:59
  delivery
• 4:00
  like,
• 4:00
  and
• 4:00
  I
• 4:01
  think
• 4:01
  that's
• 4:01
  something
• 4:01
  I
• 4:01
  want
• 4:02
  to
• 4:02
  get
• 4:02
  Catherine's
• 4:02
  perspective
• 4:03
  on
• 4:03
  too
• 4:03
  because
• 4:04
  I
• 4:04
  think
• 4:04
  that's
• 4:05
  an
• 4:05
  area
• 4:05
  that
• 4:05
  Narvar's
• 4:06
  really
• 4:07
  kind
• 4:07
  of
• 4:07
  got
• 4:08
  a
• 4:08
  lot
• 4:08
  of
• 4:08
  data
• 4:09
  on
• 4:09
  and
• 4:09
  can
• 4:10
  speak
• 4:10
  very
• 4:11
  intelligently
• 4:11
  to
• 4:12
  because
• 4:12
  it's
• 4:13
  not
• 4:13
  about,
• 4:13
  we've
• 4:14
  learned
• 4:14
  as
• 4:14
  a
• 4:14
  culture,
• 4:15
  it's
• 4:15
  not
• 4:15
  about,
• 4:16
  you
• 4:16
  know,
• 4:17
  that
• 4:17
  15
• 4:17
  minute
• 4:17
  delivery
• 4:18
  anymore,
• 4:18
  but
• 4:19
  really
• 4:19
  about
• 4:20
  delivery
• 4:20
  confidence.
• 4:21
  Some
• 4:21
  of
• 4:21
  the
• 4:21
  things
• 4:21
  that
• 4:21
  Katherine
• 4:22
  just
• 4:22
  mentioned
• 4:22
  like
• 4:23
  making
• 4:23
  sure
• 4:23
  that
• 4:23
  you
• 4:24
  have
• 4:24
  updates
• 4:24
  in
• 4:24
  the
• 4:25
  delivery
• 4:25
  journey
• 4:26
  in
• 4:27
  your
• 4:27
  post
• 4:27
  purchase
• 4:27
  and
• 4:28
  return
• 4:28
  journey.
• 4:29
  But
• 4:29
  Katherine,
• 4:29
  I'd
• 4:30
  love
• 4:30
  for
• 4:30
  you
• 4:30
  to
• 4:30
  talk
• 4:30
  about
• 4:31
  kind
• 4:31
  of
• 4:32
  how
• 4:32
  important
• 4:32
  it
• 4:33
  is
• 4:33
  for
• 4:33
  your
• 4:33
  brand
• 4:34
  partners
• 4:35
  to
• 4:35
  kind
• 4:35
  of
• 4:35
  change
• 4:36
  this
• 4:36
  perception
• 4:37
  of,
• 4:37
  of
• 4:37
  fast
• 4:38
  delivery
• 4:38
  and
• 4:39
  really
• 4:39
  restructure
• 4:40
  that
• 4:40
  to
• 4:41
  being
• 4:41
  more
• 4:41
  focused
• 4:42
  on
• 4:42
  delivery
• 4:42
  confidence
• 4:43
  and
• 4:43
  communicating
• 4:44
  that
• 4:44
  with
• 4:44
  your
• 4:45
  consumers.
• 4:46
  Yeah,
• 4:47
  absolutely.
• 4:47
  And
• 4:47
  I,
• 4:48
  it's
• 4:48
  so
• 4:48
  funny
• 4:48
  because
• 4:48
  I
• 4:49
  remember
• 4:49
  like
• 4:50
  that
• 4:50
  time
• 4:50
  period
• 4:51
  where
• 4:52
  oh
• 4:52
  yeah
• 4:52
  was
• 4:53
  like
• 4:53
  the
• 4:54
  ultimate
• 4:54
  north
• 4:55
  star.
• 4:55
  And
• 4:55
  I,
• 4:56
  I
• 4:56
  think
• 4:56
  about
• 4:56
  like
• 4:56
  I
• 4:57
  lived
• 4:57
  in
• 4:57
  New
• 4:57
  York
• 4:57
  at
• 4:57
  the
• 4:57
  time
• 4:58
  and
• 4:58
  I
• 4:58
  would
• 4:58
  walk
• 4:59
  around
• 4:59
  the
• 4:59
  streets
• 5:00
  of
• 5:00
  the
• 5:00
  city
• 5:00
  and
• 5:00
  see
• 5:01
  net
• 5:01
  a
• 5:01
  porte
• 5:02
  like
• 5:02
  shiny
• 5:02
  vans
• 5:03
  that
• 5:03
  had
• 5:03
  just
• 5:03
  been
• 5:03
  released
• 5:04
  promising
• 5:04
  like
• 5:05
  these
• 5:05
  two
• 5:05
  hour
• 5:06
  delivery
• 5:06
  windows
• 5:07
  and
• 5:07
  it
• 5:07
  was
• 5:07
  so
• 5:07
  exciting,
• 5:08
  it
• 5:08
  felt
• 5:08
  so
• 5:09
  surreal
• 5:09
  to
• 5:10
  have
• 5:10
  that
• 5:10
  sort
• 5:10
  of
• 5:11
  like
• 5:11
  instant
• 5:11
  gratification
• 5:12
  when
• 5:12
  it
• 5:12
  came
• 5:12
  to
• 5:12
  shopping.
• 5:13
  But,
• 5:14
  but
• 5:14
  when
• 5:14
  I,
• 5:14
  when
• 5:14
  I
• 5:14
  think
• 5:15
  back
• 5:15
  to
• 5:15
  that
• 5:15
  moment,
• 5:16
  that's
• 5:16
  not
• 5:16
  why
• 5:16
  I
• 5:16
  was
• 5:17
  a
• 5:17
  loyalist
• 5:18
  to
• 5:18
  net
• 5:18
  a
• 5:18
  porter.
• 5:19
  Like
• 5:19
  why
• 5:19
  I
• 5:20
  ultimately
• 5:20
  loved
• 5:21
  the
• 5:21
  brand
• 5:21
  and
• 5:21
  continued
• 5:22
  to
• 5:22
  shop
• 5:22
  with
• 5:22
  them
• 5:23
  was
• 5:23
  because
• 5:23
  they
• 5:24
  always
• 5:24
  delivered
• 5:24
  on
• 5:25
  their
• 5:25
  brand
• 5:25
  promise.
• 5:25
  They
• 5:26
  were
• 5:27
  able
• 5:27
  to
• 5:27
  let
• 5:28
  me
• 5:28
  feel
• 5:28
  like
• 5:28
  a
• 5:28
  fashion
• 5:29
  editor
• 5:30
  roaming
• 5:30
  the
• 5:30
  same
• 5:31
  streets
• 5:31
  of
• 5:31
  New
• 5:31
  York
• 5:31
  as
• 5:32
  the
• 5:32
  Carrie
• 5:32
  Bradshaws
• 5:33
  of
• 5:33
  the
• 5:33
  world.
• 5:34
  It
• 5:34
  was,
• 5:34
  it
• 5:34
  was
• 5:35
  just
• 5:35
  this
• 5:35
  aspiration
• 5:36
  that
• 5:36
  I
• 5:36
  wanted
• 5:36
  to
• 5:36
  lean
• 5:37
  into.
• 5:37
  And
• 5:38
  so
• 5:38
  if
• 5:38
  I
• 5:38
  fast
• 5:39
  forward
• 5:39
  today,
• 5:39
  I
• 5:40
  think
• 5:40
  our
• 5:40
  data
• 5:41
  is
• 5:41
  telling
• 5:41
  us
• 5:42
  something
• 5:42
  a
• 5:42
  little
• 5:43
  bit
• 5:43
  similar
• 5:43
  but,
• 5:44
  but
• 5:44
  different
• 5:44
  of
• 5:44
  course.
• 5:46
  And
• 5:46
  I'm
• 5:47
  reflecting
• 5:47
  on
• 5:47
  this
• 5:47
  piece
• 5:48
  of
• 5:48
  research
• 5:48
  McKenzie
• 5:49
  recently
• 5:49
  put
• 5:50
  out
• 5:50
  that
• 5:50
  is
• 5:50
  all
• 5:51
  around
• 5:51
  what
• 5:51
  do
• 5:51
  US
• 5:52
  consumers
• 5:53
  want
• 5:53
  from
• 5:53
  E
• 5:54
  Comm
• 5:54
  deliveries
• 5:55
  today?
• 5:55
  And
• 5:55
  so
• 5:56
  much
• 5:56
  is
• 5:56
  changing.
• 5:56
  Like
• 5:57
  as
• 5:57
  we
• 5:57
  know,
• 5:57
  markets
• 5:58
  are
• 5:58
  crazy.
• 5:59
  There's
• 5:59
  so
• 5:59
  many
• 5:59
  different
• 6:00
  things
• 6:00
  happening
• 6:01
  in
• 6:01
  the
• 6:01
  macro
• 6:02
  landscape
• 6:03
  without
• 6:04
  getting
• 6:04
  too
• 6:04
  in
• 6:05
  the
• 6:05
  weeds
• 6:05
  there.
• 6:06
  But
• 6:06
  when
• 6:07
  they
• 6:07
  looked
• 6:08
  at
• 6:08
  delivery
• 6:09
  speed,
• 6:09
  that
• 6:09
  was
• 6:09
  once
• 6:10
  the
• 6:10
  number
• 6:10
  one
• 6:11
  thing
• 6:11
  for
• 6:12
  consumers.
• 6:12
  What
• 6:12
  they
• 6:12
  wanted
• 6:13
  out
• 6:13
  of
• 6:13
  their
• 6:13
  E
• 6:13
  Comm
• 6:14
  experience,
• 6:14
  that
• 6:14
  was
• 6:15
  number
• 6:15
  one
• 6:15
  in
• 6:15
  2020
• 6:16
  to
• 6:16
  it
• 6:16
  is
• 6:17
  now
• 6:17
  when
• 6:17
  they
• 6:17
  looked
• 6:18
  at
• 6:18
  2024,
• 6:19
  the
• 6:19
  number
• 6:20
  fifth
• 6:21
  thing
• 6:21
  that
• 6:21
  they
• 6:21
  prioritize
• 6:23
  and
• 6:23
  what
• 6:23
  they
• 6:23
  actually
• 6:24
  ranked
• 6:24
  as
• 6:24
  number
• 6:24
  one
• 6:24
  was
• 6:25
  reliability
• 6:26
  of
• 6:26
  knowing
• 6:27
  when
• 6:27
  their
• 6:27
  package
• 6:27
  was
• 6:27
  going
• 6:28
  to
• 6:28
  get
• 6:28
  there.
• 6:29
  Well,
• 6:30
  I
• 6:30
  was
• 6:31
  just
• 6:31
  going
• 6:31
  to
• 6:31
  ask
• 6:31
  you
• 6:31
  quick,
• 6:32
  like,
• 6:32
  don't
• 6:32
  you
• 6:33
  think
• 6:33
  perhaps
• 6:34
  that
• 6:34
  like
• 6:35
  maybe
• 6:35
  that
• 6:35
  15
• 6:36
  minute
• 6:36
  speed
• 6:37
  is
• 6:37
  what
• 6:38
  drove
• 6:38
  us
• 6:38
  to
• 6:38
  want
• 6:39
  to
• 6:39
  know?
• 6:39
  Like
• 6:39
  that
• 6:40
  was
• 6:40
  the
• 6:40
  first
• 6:40
  time
• 6:40
  that
• 6:41
  I
• 6:41
  had
• 6:41
  an
• 6:41
  idea
• 6:42
  of
• 6:42
  like,
• 6:43
  you
• 6:43
  know,
• 6:43
  my
• 6:43
  Gopuff
• 6:44
  delivery
• 6:44
  is
• 6:44
  going
• 6:44
  to
• 6:44
  be
• 6:45
  around
• 6:45
  the
• 6:45
  corner
• 6:45
  and
• 6:46
  here
• 6:46
  in
• 6:46
  five
• 6:46
  minutes
• 6:46
  or
• 6:47
  here
• 6:47
  in
• 6:47
  10
• 6:47
  minutes
• 6:47
  or
• 6:48
  they're
• 6:48
  shopping
• 6:48
  for
• 6:48
  the
• 6:49
  item.
• 6:49
  Like
• 6:49
  do
• 6:50
  you
• 6:50
  think
• 6:50
  that
• 6:50
  had
• 6:50
  an
• 6:50
  impact
• 6:51
  on
• 6:51
  like
• 6:51
  how
• 6:52
  we
• 6:52
  perceive
• 6:52
  these
• 6:53
  notifications
• 6:53
  for
• 6:54
  the
• 6:54
  rest
• 6:54
  of
• 6:54
  our
• 6:54
  E
• 6:54
  commerce
• 6:55
  purchases?
• 6:56
  I
• 6:56
  mean
• 6:56
  absolutely.
• 6:57
  I
• 6:57
  always
• 6:57
  think
• 6:57
  about
• 6:57
  Amazon
• 6:58
  prime
• 6:59
  that
• 6:59
  like
• 6:59
  Amazon's
• 7:00
  always
• 7:00
  the
• 7:00
  forefront
• 7:01
  of
• 7:01
  like
• 7:01
  peppering
• 7:02
  the
• 7:02
  market
• 7:02
  and
• 7:03
  like
• 7:03
  kind
• 7:03
  of
• 7:03
  forcing
• 7:04
  consumer,
• 7:04
  not
• 7:05
  forcing,
• 7:05
  encouraging
• 7:06
  consumer
• 7:06
  behavior
• 7:07
  in
• 7:07
  a
• 7:07
  way
• 7:08
  in
• 7:08
  which
• 7:08
  they
• 7:08
  innovate.
• 7:10
  And
• 7:10
  I
• 7:10
  think
• 7:10
  about
• 7:11
  like
• 7:11
  GoPuff's
• 7:11
  a
• 7:12
  really
• 7:12
  good
• 7:12
  example,
• 7:13
  like
• 7:14
  15
• 7:14
  minutes
• 7:15
  to
• 7:15
  get
• 7:15
  your
• 7:16
  Snickers
• 7:17
  bar.
• 7:17
  Although
• 7:17
  I
• 7:18
  don't
• 7:18
  think
• 7:18
  I
• 7:18
  ordered
• 7:18
  a
• 7:19
  Snickers
• 7:19
  bar.
• 7:20
  And
• 7:21
  so
• 7:21
  you
• 7:21
  have
• 7:21
  this
• 7:22
  expectation,
• 7:22
  I
• 7:22
  need
• 7:22
  my
• 7:23
  snickers
• 7:23
  bar
• 7:23
  in
• 7:24
  15
• 7:24
  minutes.
• 7:24
  And
• 7:25
  the
• 7:25
  second
• 7:25
  that
• 7:26
  clock
• 7:26
  hits
• 7:27
  16
• 7:27
  minutes
• 7:27
  you're
• 7:28
  like,
• 7:28
  where
• 7:29
  the
• 7:29
  heck
• 7:29
  is
• 7:29
  this
• 7:30
  Snickers
• 7:30
  bar?
• 7:30
  And
• 7:31
  so
• 7:31
  I
• 7:31
  think
• 7:32
  like
• 7:32
  the
• 7:33
  combination
• 7:33
  of
• 7:34
  Amazon
• 7:35
  prime
• 7:35
  delivery
• 7:35
  plus
• 7:36
  some
• 7:36
  of
• 7:36
  these
• 7:36
  more
• 7:36
  like
• 7:37
  on
• 7:37
  demand
• 7:37
  services,
• 7:38
  definitely
• 7:38
  the
• 7:39
  pandemic
• 7:40
  creating
• 7:40
  this
• 7:40
  like
• 7:40
  insane
• 7:41
  cycle
• 7:42
  of
• 7:42
  expectation
• 7:43
  of
• 7:43
  time
• 7:44
  of
• 7:44
  delivery
• 7:44
  definitely
• 7:45
  set
• 7:45
  the
• 7:46
  stage
• 7:46
  for
• 7:46
  this
• 7:47
  kind
• 7:47
  of
• 7:47
  change
• 7:47
  in
• 7:47
  behavior
• 7:48
  and
• 7:48
  expectation.
• 7:49
  Yeah.
• 7:50
  And
• 7:50
  it's
• 7:50
  also
• 7:51
  like
• 7:51
  how
• 7:51
  far
• 7:51
  can
• 7:51
  you
• 7:51
  push
• 7:52
  it
• 7:52
  too?
• 7:52
  Right.
• 7:52
  I
• 7:52
  mean
• 7:53
  that's
• 7:53
  the
• 7:53
  other
• 7:53
  thing
• 7:53
  I
• 7:53
  take
• 7:53
  from
• 7:54
  the
• 7:54
  data
• 7:54
  in
• 7:55
  2022
• 7:55
  versus
• 7:55
  I
• 7:56
  think
• 7:56
  you
• 7:56
  said
• 7:56
  2024.
• 7:57
  Right.
• 7:57
  It's
• 7:57
  like,
• 7:57
  you
• 7:57
  know,
• 7:57
  you
• 7:58
  get
• 7:58
  to
• 7:58
  a
• 7:58
  point
• 7:58
  where
• 7:59
  just
• 7:59
  the
• 7:59
  marginal,
• 8:00
  the
• 8:00
  marginal
• 8:00
  benefit
• 8:01
  of
• 8:01
  you
• 8:01
  know,
• 8:01
  decreasing
• 8:02
  delivery
• 8:02
  speed
• 8:03
  another
• 8:03
  minute
• 8:03
  just
• 8:04
  becomes,
• 8:04
  comes
• 8:06
  irrelevant
• 8:07
  when
• 8:07
  it
• 8:07
  against
• 8:07
  like
• 8:08
  the
• 8:08
  confidence
• 8:09
  that
• 8:09
  it's
• 8:09
  actually
• 8:09
  going
• 8:09
  to
• 8:09
  be
• 8:10
  there
• 8:10
  when
• 8:10
  you
• 8:10
  say
• 8:10
  it
• 8:11
  is
• 8:11
  too.
• 8:11
  Right,
• 8:11
  Catherine?
• 8:12
  Yeah,
• 8:13
  absolutely.
• 8:13
  And
• 8:14
  like
• 8:14
  in
• 8:14
  this
• 8:14
  survey
• 8:15
  actually
• 8:15
  they,
• 8:15
  they
• 8:16
  polled
• 8:16
  the
• 8:16
  folks
• 8:17
  like
• 8:17
  what
• 8:17
  happens
• 8:18
  when
• 8:18
  brands
• 8:19
  do
• 8:19
  get
• 8:19
  it
• 8:19
  wrong?
• 8:20
  And
• 8:20
  85%
• 8:21
  of
• 8:21
  consumers
• 8:21
  were
• 8:21
  like,
• 8:22
  hey,
• 8:22
  I'm
• 8:22
  actually
• 8:22
  totally
• 8:23
  fine
• 8:23
  with
• 8:24
  the
• 8:24
  delay
• 8:24
  as
• 8:25
  long
• 8:25
  as
• 8:25
  you
• 8:25
  just
• 8:25
  communicate
• 8:26
  it
• 8:26
  to
• 8:26
  me.
• 8:26
  Like
• 8:26
  set
• 8:27
  that
• 8:27
  expectation,
• 8:27
  create
• 8:28
  the
• 8:28
  trust
• 8:28
  with
• 8:28
  me
• 8:29
  and
• 8:30
  I
• 8:30
  will
• 8:30
  follow
• 8:30
  you.
• 8:31
  I,
• 8:31
  and
• 8:31
  I
• 8:31
  think
• 8:32
  that's,
• 8:32
  that's
• 8:33
  such
• 8:33
  like
• 8:33
  a
• 8:33
  good
• 8:33
  lesson
• 8:34
  to
• 8:34
  lean
• 8:35
  into
• 8:35
  for
• 8:35
  retailers
• 8:36
  today,
• 8:36
  especially
• 8:37
  with
• 8:37
  all
• 8:38
  of
• 8:38
  the
• 8:39
  margin
• 8:39
  pressures.
• 8:40
  If
• 8:40
  we
• 8:40
  think
• 8:40
  about
• 8:40
  rising
• 8:41
  shipping
• 8:41
  costs
• 8:42
  and
• 8:42
  tightening
• 8:42
  policies
• 8:43
  and
• 8:44
  the
• 8:44
  global
• 8:45
  tariff
• 8:46
  impacts,
• 8:46
  like
• 8:47
  retailers
• 8:47
  have
• 8:47
  to
• 8:48
  be
• 8:48
  so
• 8:48
  much
• 8:48
  more
• 8:49
  deliberate
• 8:50
  with
• 8:50
  what
• 8:50
  they
• 8:50
  are
• 8:50
  doing.
• 8:51
  Every
• 8:51
  delivery
• 8:52
  promise
• 8:53
  has
• 8:53
  to
• 8:54
  balance
• 8:54
  both
• 8:54
  the
• 8:54
  consumer
• 8:55
  expectations
• 8:56
  with
• 8:56
  what's
• 8:57
  reality
• 8:58
  and,
• 8:58
  and
• 8:58
  what
• 8:59
  will
• 8:59
  ultimately
• 8:59
  impact
• 9:00
  your
• 9:00
  bottom
• 9:00
  line.
• 9:01
  And
• 9:01
  I
• 9:01
  think
• 9:02
  that's
• 9:02
  where
• 9:02
  reliability
• 9:03
  becomes
• 9:03
  much
• 9:04
  more
• 9:04
  than
• 9:04
  convenience.
• 9:05
  It
• 9:05
  really
• 9:05
  becomes
• 9:06
  like
• 9:06
  a
• 9:06
  competitive
• 9:07
  strategy
• 9:08
  for
• 9:08
  folks
• 9:08
  to
• 9:08
  lean
• 9:09
  into.
• 9:10
  And
• 9:10
  if
• 9:10
  I
• 9:10
  think
• 9:10
  about
• 9:11
  like
• 9:11
  what
• 9:11
  we're
• 9:11
  doing
• 9:11
  at
• 9:11
  Narvar
• 9:12
  and
• 9:12
  where
• 9:12
  we're
• 9:12
  leaning
• 9:13
  in,
• 9:13
  we
• 9:14
  really
• 9:14
  are
• 9:14
  focused
• 9:14
  on
• 9:14
  that
• 9:15
  delivery
• 9:15
  confidence
• 9:16
  over
• 9:16
  speed.
• 9:17
  Because
• 9:17
  when
• 9:17
  brands
• 9:18
  lead
• 9:18
  with
• 9:18
  that
• 9:19
  clarity
• 9:19
  and
• 9:20
  follow
• 9:20
  through
• 9:21
  with
• 9:21
  that
• 9:21
  precision,
• 9:22
  that
• 9:22
  is
• 9:22
  what
• 9:23
  builds
• 9:24
  really
• 9:25
  like
• 9:25
  long
• 9:25
  term
• 9:25
  loyalty.
• 9:26
  And
• 9:26
  it's
• 9:26
  not
• 9:26
  that
• 9:27
  fast
• 9:27
  is
• 9:27
  the
• 9:27
  enemy.
• 9:28
  It's
• 9:28
  that
• 9:29
  unpredictability
• 9:30
  is
• 9:30
  and
• 9:30
  in
• 9:30
  today's
• 9:31
  market,
• 9:31
  predictability
• 9:32
  is
• 9:32
  profitability
• 9:34
  and
• 9:34
  it's
• 9:34
  what
• 9:34
  turns
• 9:35
  a
• 9:35
  good
• 9:35
  experience
• 9:35
  into
• 9:36
  a
• 9:36
  repeat
• 9:36
  one
• 9:36
  and
• 9:37
  a
• 9:37
  first
• 9:37
  time
• 9:37
  buyer
• 9:38
  really
• 9:38
  into
• 9:38
  a
• 9:38
  lifelong
• 9:39
  advocate.
• 9:40
  That's
• 9:40
  a
• 9:41
  really
• 9:41
  good
• 9:41
  phrase.
• 9:41
  I've
• 9:41
  never
• 9:41
  heard
• 9:42
  that
• 9:42
  before.
• 9:42
  Predictability
• 9:43
  is
• 9:43
  profitability.
• 9:44
  That's
• 9:44
  really,
• 9:44
  that's
• 9:45
  really,
• 9:45
  that's
• 9:45
  really
• 9:45
  smart.
• 9:46
  I
• 9:46
  might,
• 9:46
  I
• 9:46
  might
• 9:47
  borrow
• 9:47
  that
• 9:47
  in,
• 9:48
  in
• 9:48
  a
• 9:48
  future
• 9:48
  podcast,
• 9:49
  Catherine,
• 9:49
  if
• 9:49
  you're
• 9:49
  okay
• 9:50
  with
• 9:50
  it.
• 9:51
  It's
• 9:51
  particularly
• 9:51
  interesting
• 9:52
  too,
• 9:52
  I
• 9:52
  think
• 9:52
  when
• 9:52
  you
• 9:52
  think
• 9:52
  about
• 9:53
  how
• 9:53
  retailers
• 9:53
  are
• 9:53
  leaning
• 9:54
  into
• 9:54
  subscription
• 9:54
  programs
• 9:55
  and
• 9:55
  the
• 9:55
  online
• 9:55
  presence
• 9:56
  of
• 9:56
  subscription
• 9:57
  programs
• 9:57
  and
• 9:57
  making
• 9:57
  their
• 9:58
  relationships
• 9:58
  with
• 9:59
  their
• 9:59
  customer,
• 9:59
  I'd
• 10:00
  say
• 10:00
  their
• 10:00
  goal
• 10:00
  is
• 10:00
  to
• 10:01
  be
• 10:01
  more
• 10:01
  predictable
• 10:01
  with
• 10:02
  them.
• 10:02
  I
• 10:02
  would
• 10:02
  100%
• 10:02
  agree
• 10:03
  with
• 10:03
  that.
• 10:04
  All
• 10:04
  right,
• 10:04
  So
• 10:04
  I
• 10:04
  remember
• 10:04
  back
• 10:05
  to
• 10:05
  my
• 10:05
  days
• 10:05
  as
• 10:06
  you
• 10:06
  know,
• 10:06
  heading
• 10:06
  up
• 10:06
  home
• 10:06
  furnishings
• 10:07
  for
• 10:07
  Target.com,
• 10:08
  which
• 10:08
  you
• 10:08
  know,
• 10:09
  because
• 10:09
  Quick
• 10:09
  delivery
• 10:10
  is
• 10:10
  one
• 10:10
  thing,
• 10:10
  but
• 10:10
  there's
• 10:10
  all
• 10:11
  kinds
• 10:11
  of
• 10:11
  aspects
• 10:12
  to
• 10:12
  delivery
• 10:12
  that
• 10:12
  one
• 10:12
  has
• 10:13
  to
• 10:13
  think
• 10:13
  about
• 10:13
  and
• 10:13
  all
• 10:13
  different
• 10:13
  types
• 10:14
  of
• 10:14
  products
• 10:14
  categories
• 10:15
  too
• 10:15
  that
• 10:16
  one
• 10:16
  has
• 10:16
  to
• 10:16
  consider
• 10:17
  or
• 10:17
  ship.
• 10:17
  So,
• 10:18
  you
• 10:19
  know,
• 10:19
  so
• 10:19
  you
• 10:19
  know,
• 10:19
  getting
• 10:20
  a
• 10:20
  product
• 10:20
  to
• 10:20
  consumers
• 10:21
  is
• 10:21
  still
• 10:22
  a
• 10:22
  major
• 10:22
  expenditure
• 10:23
  for
• 10:23
  many
• 10:23
  of
• 10:23
  these
• 10:24
  companies,
• 10:24
  even
• 10:25
  when
• 10:25
  they're
• 10:25
  delivering
• 10:25
  two
• 10:25
  or
• 10:26
  three
• 10:26
  days
• 10:26
  or
• 10:26
  more.
• 10:27
  How
• 10:27
  is
• 10:27
  Narvar
• 10:28
  helping
• 10:28
  its
• 10:28
  clients
• 10:29
  think
• 10:29
  about
• 10:30
  this
• 10:30
  dynamic
• 10:31
  in
• 10:31
  the
• 10:31
  most
• 10:31
  strategic
• 10:32
  way
• 10:32
  possible
• 10:32
  and
• 10:33
  not
• 10:33
  just
• 10:33
  chase
• 10:33
  the
• 10:34
  latest
• 10:34
  trend
• 10:34
  or
• 10:35
  to
• 10:35
  try
• 10:35
  to
• 10:35
  keep
• 10:35
  pace
• 10:36
  with
• 10:36
  the
• 10:36
  competitors?
• 10:37
  Yeah,
• 10:38
  it's,
• 10:38
  it's
• 10:38
  really
• 10:39
  a
• 10:39
  great
• 10:39
  question,
• 10:39
  Chris.
• 10:40
  And
• 10:40
  because
• 10:41
  shipping
• 10:41
  still
• 10:41
  remains
• 10:42
  one
• 10:42
  of
• 10:42
  the
• 10:42
  biggest
• 10:43
  cost
• 10:43
  centers
• 10:43
  in
• 10:43
  E
• 10:44
  commerce
• 10:44
  and
• 10:44
  the
• 10:44
  pressure
• 10:45
  to
• 10:45
  offer
• 10:46
  free
• 10:46
  delivery
• 10:47
  continues
• 10:47
  to
• 10:47
  really
• 10:47
  only
• 10:48
  intensify,
• 10:49
  but
• 10:49
  the
• 10:49
  smartest
• 10:50
  brands
• 10:50
  today
• 10:50
  really
• 10:50
  aren't
• 10:51
  chasing
• 10:51
  that
• 10:51
  speed
• 10:52
  for
• 10:52
  speed's
• 10:53
  sake
• 10:53
  or
• 10:53
  making
• 10:53
  blanket
• 10:54
  offers
• 10:54
  just
• 10:54
  to
• 10:55
  stay
• 10:55
  competitive.
• 10:56
  They
• 10:56
  are
• 10:56
  being
• 10:56
  more
• 10:56
  strategic.
• 10:57
  And
• 10:57
  that's
• 10:57
  where
• 10:57
  we're
• 10:58
  trying
• 10:58
  to
• 10:58
  lead
• 10:58
  the
• 10:58
  conversation
• 10:59
  with
• 10:59
  our
• 10:59
  customers
• 11:00
  and
• 11:00
  our
• 11:00
  retail
• 11:01
  partners.
• 11:01
  Because
• 11:02
  what
• 11:02
  you
• 11:02
  can
• 11:03
  do
• 11:03
  is
• 11:03
  you
• 11:04
  can
• 11:04
  lean
• 11:04
  into
• 11:04
  free
• 11:05
  shipping
• 11:05
  as
• 11:06
  a
• 11:06
  powerful
• 11:06
  lever
• 11:07
  for
• 11:07
  conversion
• 11:08
  or
• 11:08
  for
• 11:08
  driving
• 11:09
  loyalty,
• 11:09
  but
• 11:09
  only
• 11:10
  when
• 11:10
  it's
• 11:10
  deployed
• 11:10
  with
• 11:10
  intention.
• 11:12
  Blanket
• 11:12
  policies
• 11:13
  like,
• 11:13
  they
• 11:13
  just
• 11:13
  erode
• 11:14
  margins.
• 11:15
  And
• 11:15
  like,
• 11:15
  instead
• 11:16
  of,
• 11:17
  instead
• 11:17
  of
• 11:17
  like
• 11:17
  leaning
• 11:18
  into
• 11:18
  like
• 11:18
  one
• 11:19
  size
• 11:19
  fits
• 11:19
  all
• 11:19
  for
• 11:20
  free
• 11:20
  shipping,
• 11:20
  you
• 11:20
  need
• 11:21
  to
• 11:21
  be
• 11:21
  asking
• 11:21
  who
• 11:22
  has
• 11:22
  earned
• 11:22
  this
• 11:23
  perk,
• 11:23
  who
• 11:23
  is
• 11:23
  likely
• 11:24
  to
• 11:24
  convert
• 11:24
  again
• 11:25
  and
• 11:25
  repurchase
• 11:26
  if
• 11:26
  we
• 11:26
  offer
• 11:26
  it.
• 11:27
  And
• 11:27
  sometimes
• 11:28
  it
• 11:28
  makes
• 11:28
  sense,
• 11:29
  particularly
• 11:29
  for
• 11:29
  those
• 11:30
  high
• 11:30
  value
• 11:31
  loyal
• 11:31
  consumers.
• 11:32
  Other
• 11:33
  times
• 11:33
  it's
• 11:33
  just
• 11:33
  not
• 11:34
  what
• 11:34
  they
• 11:34
  care
• 11:34
  about.
• 11:34
  Predictability,
• 11:35
  like
• 11:35
  I
• 11:36
  said,
• 11:36
  proactive
• 11:36
  communication
• 11:37
  or
• 11:37
  delivery
• 11:38
  protection,
• 11:38
  even
• 11:39
  like
• 11:39
  that
• 11:39
  may
• 11:40
  offer
• 11:40
  more
• 11:40
  value
• 11:40
  to
• 11:41
  the
• 11:41
  end
• 11:41
  consumer
• 11:41
  and
• 11:42
  inevitably
• 11:42
  your
• 11:43
  business.
• 11:44
  So
• 11:44
  I
• 11:44
  think
• 11:44
  it
• 11:44
  comes
• 11:44
  down
• 11:45
  to
• 11:45
  making
• 11:45
  like
• 11:45
  these
• 11:45
  smarter
• 11:46
  trade
• 11:46
  offs
• 11:46
  and
• 11:47
  operating
• 11:47
  with
• 11:48
  operational
• 11:49
  precision.
• 11:50
  You
• 11:50
  can't
• 11:50
  just
• 11:50
  offer
• 11:50
  perk
• 11:51
  and
• 11:51
  hope
• 11:51
  for
• 11:51
  the
• 11:51
  best.
• 11:52
  Although
• 11:52
  like,
• 11:53
  wouldn't
• 11:53
  that
• 11:53
  be
• 11:53
  nice?
• 11:55
  You
• 11:55
  really
• 11:55
  have
• 11:55
  to,
• 11:56
  you
• 11:56
  have
• 11:56
  to
• 11:56
  deliver
• 11:56
  on
• 11:57
  it.
• 11:57
  And
• 11:57
  when
• 11:57
  you
• 11:57
  do,
• 11:57
  shipping
• 11:58
  becomes
• 11:58
  more
• 11:58
  than
• 11:58
  a
• 11:59
  cost
• 11:59
  to
• 11:59
  absorb.
• 12:00
  It
• 12:00
  becomes
• 12:00
  a
• 12:00
  real
• 12:01
  tool
• 12:01
  to
• 12:01
  build
• 12:02
  trust,
• 12:03
  to
• 12:03
  grow
• 12:03
  lifetime
• 12:04
  value,
• 12:04
  to
• 12:04
  even
• 12:05
  nudge
• 12:05
  behavior
• 12:06
  like
• 12:06
  increasing
• 12:07
  basket
• 12:07
  size
• 12:08
  or
• 12:08
  shifting
• 12:08
  towards
• 12:09
  higher
• 12:09
  margin
• 12:09
  skus.
• 12:11
  So
• 12:11
  yeah,
• 12:12
  I
• 12:12
  don't
• 12:12
  think
• 12:12
  it's
• 12:12
  about
• 12:13
  keeping
• 12:13
  pace
• 12:13
  with
• 12:13
  like
• 12:14
  the,
• 12:14
  the
• 12:14
  fastest
• 12:15
  or
• 12:15
  flashiest.
• 12:15
  I
• 12:16
  think
• 12:16
  it's
• 12:16
  about
• 12:16
  being
• 12:16
  intentional,
• 12:17
  making
• 12:18
  every
• 12:18
  delivery
• 12:18
  decision
• 12:19
  support
• 12:19
  your
• 12:20
  bottom
• 12:20
  line
• 12:20
  and
• 12:20
  ultimately
• 12:21
  your
• 12:21
  consumer
• 12:22
  relationships.
• 12:23
  Yeah,
• 12:23
  and
• 12:24
  I
• 12:24
  think
• 12:24
  history
• 12:24
  backs
• 12:24
  you
• 12:24
  up
• 12:25
  too,
• 12:25
  Catherine.
• 12:25
  I
• 12:25
  mean,
• 12:25
  I
• 12:26
  think,
• 12:26
  I
• 12:26
  think
• 12:26
  one
• 12:26
  thing
• 12:26
  I'll
• 12:27
  say,
• 12:27
  cause
• 12:27
  I
• 12:27
  know
• 12:27
  you
• 12:27
  won't
• 12:27
  say
• 12:27
  it
• 12:27
  is,
• 12:28
  I
• 12:28
  mean
• 12:28
  I
• 12:28
  think
• 12:28
  that's
• 12:28
  how,
• 12:28
  you
• 12:29
  know,
• 12:29
  Amazon
• 12:29
  grew
• 12:29
  on
• 12:30
  the
• 12:30
  back
• 12:30
  of
• 12:30
  what
• 12:30
  you
• 12:30
  just
• 12:31
  said,
• 12:31
  you
• 12:31
  know,
• 12:31
  confidence
• 12:32
  in
• 12:32
  shipping.
• 12:32
  And,
• 12:32
  you
• 12:33
  know,
• 12:33
  now
• 12:33
  you
• 12:33
  look.
• 12:34
  I
• 12:34
  mean,
• 12:34
  and
• 12:34
  I've
• 12:34
  talked
• 12:35
  about
• 12:35
  it
• 12:35
  a
• 12:35
  lot
• 12:35
  on
• 12:35
  pr,
• 12:36
  on
• 12:36
  the
• 12:36
  podcast,
• 12:36
  our
• 12:37
  weekly
• 12:37
  podcast
• 12:37
  that,
• 12:38
  you
• 12:38
  know,
• 12:38
  prime
• 12:38
  isn't
• 12:38
  necessarily
• 12:39
  as
• 12:39
  competitive
• 12:39
  as
• 12:39
  it
• 12:40
  once
• 12:40
  was,
• 12:40
  but
• 12:40
  yet
• 12:41
  Amazon
• 12:42
  has
• 12:42
  the
• 12:42
  tailwind
• 12:43
  of
• 12:43
  great
• 12:43
  shipping
• 12:44
  expectations
• 12:44
  behind
• 12:45
  it,
• 12:45
  which,
• 12:45
  you
• 12:45
  know,
• 12:45
  people
• 12:46
  are
• 12:46
  still
• 12:46
  plucking
• 12:46
  down
• 12:46
  that
• 12:47
  annual
• 12:47
  fee
• 12:47
  every
• 12:47
  year.
• 12:48
  Absolutely.
• 12:49
  And,
• 12:50
  like,
• 12:50
  I
• 12:50
  don't
• 12:51
  know
• 12:51
  if.
• 12:51
  If
• 12:51
  y'
• 12:51
  all
• 12:51
  are
• 12:52
  our
• 12:52
  prime
• 12:53
  subscribers,
• 12:54
  but,
• 12:54
  like,
• 12:55
  I
• 12:55
  mean,
• 12:56
  this
• 12:56
  is
• 12:56
  not
• 12:57
  meant
• 12:57
  to
• 12:57
  be
• 12:57
  like,
• 12:57
  a
• 12:58
  rain
• 12:58
  on
• 12:58
  the
• 12:59
  Amazon
• 12:59
  parade.
• 12:59
  I
• 13:00
  really
• 13:00
  did
• 13:00
  not
• 13:01
  come
• 13:01
  on
• 13:01
  here
• 13:01
  today
• 13:02
  and,
• 13:02
  like,
• 13:02
  talk
• 13:02
  about
• 13:03
  them
• 13:03
  this
• 13:03
  much,
• 13:04
  but,
• 13:04
  like,
• 13:04
  I
• 13:05
  think
• 13:05
  about
• 13:05
  my
• 13:05
  own
• 13:05
  experience
• 13:06
  with
• 13:06
  prime,
• 13:06
  and
• 13:07
  I'm
• 13:07
  like,
• 13:07
  you
• 13:07
  know,
• 13:08
  three,
• 13:09
  four
• 13:09
  years
• 13:09
  ago,
• 13:09
  they
• 13:10
  were
• 13:10
  delivering
• 13:10
  on
• 13:10
  that
• 13:11
  prime
• 13:12
  promise,
• 13:12
  like,
• 13:13
  time
• 13:13
  and
• 13:13
  time
• 13:13
  again.
• 13:14
  And
• 13:14
  I
• 13:14
  feel
• 13:14
  like
• 13:14
  I'm
• 13:14
  just,
• 13:15
  no
• 13:16
  pun
• 13:16
  intended,
• 13:17
  primed
• 13:17
  to,
• 13:18
  like,
• 13:18
  go
• 13:18
  to
• 13:18
  them
• 13:18
  for
• 13:19
  things
• 13:19
  I
• 13:19
  need
• 13:19
  in
• 13:19
  a
• 13:20
  pinch.
• 13:20
  But
• 13:20
  in
• 13:20
  actuality,
• 13:21
  like,
• 13:21
  if
• 13:21
  I
• 13:21
  think
• 13:22
  back
• 13:22
  to,
• 13:22
  like,
• 13:22
  my
• 13:22
  last
• 13:22
  four
• 13:23
  or
• 13:23
  five
• 13:23
  orders,
• 13:23
  they
• 13:23
  actually
• 13:24
  have
• 13:24
  not
• 13:24
  fulfilled
• 13:25
  them
• 13:25
  in
• 13:25
  the
• 13:25
  timing
• 13:26
  in
• 13:26
  which
• 13:26
  was.
• 13:27
  Was
• 13:27
  promised.
• 13:28
  Right.
• 13:30
  So.
• 13:31
  Well,
• 13:31
  and
• 13:32
  Catherine,
• 13:32
  I.
• 13:33
  One
• 13:33
  question
• 13:33
  that
• 13:33
  I
• 13:33
  want
• 13:33
  to
• 13:34
  get
• 13:34
  back
• 13:34
  to,
• 13:34
  too.
• 13:34
  You
• 13:35
  were
• 13:35
  talking
• 13:35
  about
• 13:35
  kind
• 13:35
  of
• 13:36
  personalization
• 13:37
  for
• 13:38
  offers
• 13:38
  like
• 13:38
  free
• 13:38
  shipping
• 13:39
  and
• 13:39
  things
• 13:39
  like
• 13:39
  that.
• 13:41
  Are
• 13:41
  you
• 13:42
  then
• 13:42
  using
• 13:43
  this
• 13:43
  collection
• 13:43
  of
• 13:44
  data
• 13:44
  that
• 13:44
  you've
• 13:44
  gathered
• 13:45
  at
• 13:45
  Narvar
• 13:46
  from
• 13:46
  all
• 13:46
  of
• 13:46
  the.
• 13:47
  What
• 13:47
  was
• 13:47
  it,
• 13:47
  90%
• 13:48
  of
• 13:48
  brands
• 13:48
  that
• 13:49
  are
• 13:49
  using.
• 13:50
  That
• 13:50
  are
• 13:50
  using
• 13:51
  Narvar.
• 13:51
  Are
• 13:52
  you
• 13:52
  using
• 13:52
  that
• 13:53
  to
• 13:53
  kind
• 13:53
  of
• 13:53
  help
• 13:54
  other
• 13:54
  brands
• 13:55
  understand
• 13:56
  how
• 13:56
  to
• 13:56
  kind
• 13:56
  of
• 13:57
  use
• 13:57
  some
• 13:57
  of
• 13:57
  those
• 13:58
  personalization
• 13:58
  tactics
• 13:59
  to
• 13:59
  help
• 14:00
  grow
• 14:00
  their
• 14:00
  business,
• 14:01
  like,
• 14:01
  whether
• 14:01
  that's,
• 14:02
  you
• 14:02
  know,
• 14:02
  offers
• 14:03
  or
• 14:03
  better
• 14:03
  delivery,
• 14:04
  to
• 14:04
  promise
• 14:05
  guarantees?
• 14:06
  Like,
• 14:06
  how
• 14:06
  are
• 14:06
  you
• 14:07
  using
• 14:07
  that
• 14:07
  huge
• 14:08
  collection,
• 14:08
  that
• 14:09
  brain
• 14:09
  of
• 14:09
  data
• 14:10
  that
• 14:10
  you
• 14:10
  have
• 14:10
  to,
• 14:10
  like,
• 14:11
  help
• 14:11
  each
• 14:11
  of
• 14:11
  your
• 14:12
  consumers
• 14:12
  figure
• 14:12
  out
• 14:13
  what
• 14:13
  the
• 14:13
  best
• 14:13
  way
• 14:14
  is
• 14:14
  to
• 14:14
  communicate
• 14:15
  and
• 14:16
  do
• 14:16
  personalized
• 14:18
  offers
• 14:18
  for
• 14:19
  their.
• 14:19
  Their
• 14:20
  customers?
• 14:21
  Yeah.
• 14:21
  So
• 14:22
  I
• 14:22
  think
• 14:22
  we
• 14:22
  are.
• 14:23
  We're
• 14:23
  very
• 14:23
  lucky
• 14:24
  to
• 14:24
  have
• 14:25
  that
• 14:25
  reach
• 14:26
  that
• 14:26
  we
• 14:26
  talked
• 14:26
  about.
• 14:26
  We
• 14:27
  actually
• 14:27
  were
• 14:28
  like,
• 14:28
  over
• 14:28
  42
• 14:29
  billion
• 14:30
  consumer
• 14:30
  interactions
• 14:31
  annually.
• 14:32
  So,
• 14:32
  like,
• 14:33
  we
• 14:34
  have
• 14:34
  the
• 14:34
  data
• 14:34
  at
• 14:35
  our
• 14:35
  fingertips
• 14:36
  to
• 14:36
  understand
• 14:37
  what
• 14:37
  is
• 14:37
  going
• 14:38
  to
• 14:38
  move
• 14:38
  the
• 14:38
  needle.
• 14:39
  And
• 14:39
  if
• 14:39
  I
• 14:39
  think
• 14:40
  about
• 14:40
  the
• 14:40
  delivery
• 14:40
  journey,
• 14:41
  like,
• 14:41
  we
• 14:41
  all
• 14:41
  know
• 14:41
  it's
• 14:42
  such
• 14:42
  an
• 14:42
  emotionally
• 14:43
  charged
• 14:43
  moment
• 14:44
  for
• 14:44
  consumers.
• 14:44
  It's
• 14:45
  where
• 14:45
  that
• 14:45
  trust
• 14:45
  is
• 14:45
  earned
• 14:46
  or
• 14:46
  lost,
• 14:46
  like
• 14:46
  we
• 14:47
  talked
• 14:47
  about.
• 14:47
  And
• 14:47
  it
• 14:47
  doesn't
• 14:48
  stop.
• 14:48
  It
• 14:48
  doesn't
• 14:49
  start
• 14:49
  at
• 14:49
  the
• 14:50
  doorstep.
• 14:50
  It
• 14:50
  really
• 14:51
  starts
• 14:51
  at
• 14:51
  checkout.
• 14:52
  Mm.
• 14:53
  And
• 14:53
  so
• 14:53
  what
• 14:53
  we're
• 14:54
  doing
• 14:54
  is
• 14:54
  we're
• 14:54
  really
• 14:54
  trying
• 14:55
  to
• 14:55
  help
• 14:55
  brands
• 14:56
  think
• 14:56
  about
• 14:57
  that
• 14:57
  moment,
• 14:58
  set
• 14:58
  clear
• 14:58
  expectations
• 14:59
  early
• 15:00
  on,
• 15:00
  lean
• 15:01
  into
• 15:01
  personalized
• 15:02
  delivery
• 15:02
  estimates,
• 15:03
  transparency
• 15:04
  through
• 15:04
  that,
• 15:05
  you
• 15:05
  know,
• 15:05
  order
• 15:06
  journey,
• 15:06
  sharing
• 15:07
  those
• 15:07
  shipping
• 15:08
  policies
• 15:08
  up
• 15:08
  front,
• 15:09
  even,
• 15:09
  like,
• 15:09
  early
• 15:09
  Signals
• 15:10
  around
• 15:10
  return
• 15:11
  flexibility,
• 15:12
  all
• 15:12
  of
• 15:12
  that
• 15:12
  helps
• 15:13
  consumers
• 15:13
  feel
• 15:13
  really
• 15:14
  confident
• 15:14
  clicking
• 15:15
  buy.
• 15:17
  And
• 15:17
  that
• 15:17
  confidence
• 15:18
  is
• 15:18
  what
• 15:18
  reduces
• 15:18
  the
• 15:19
  cart
• 15:19
  abandonment
• 15:20
  problem
• 15:20
  that
• 15:20
  we're
• 15:21
  seeing
• 15:21
  and
• 15:21
  driving
• 15:22
  higher
• 15:22
  conversion
• 15:22
  across
• 15:23
  the
• 15:23
  board.
• 15:24
  But
• 15:24
  like,
• 15:24
  I
• 15:25
  also
• 15:25
  think
• 15:25
  it's
• 15:25
  really
• 15:26
  important
• 15:26
  that,
• 15:27
  yeah,
• 15:27
  setting
• 15:28
  the
• 15:28
  promise
• 15:29
  is
• 15:29
  critical
• 15:29
  for
• 15:30
  the
• 15:30
  conversion,
• 15:30
  but
• 15:30
  you
• 15:30
  have
• 15:31
  to
• 15:31
  keep
• 15:32
  it.
• 15:32
  And
• 15:32
  that's
• 15:32
  where
• 15:32
  communication
• 15:33
  inevitably
• 15:34
  plays
• 15:34
  a
• 15:34
  massive
• 15:35
  role.
• 15:35
  When
• 15:36
  consumers
• 15:36
  know
• 15:36
  where
• 15:36
  their
• 15:37
  order
• 15:37
  is,
• 15:37
  what's
• 15:38
  happening
• 15:38
  next,
• 15:38
  if
• 15:39
  something
• 15:39
  goes
• 15:39
  wrong,
• 15:40
  inevitably
• 15:41
  their
• 15:41
  anxiety
• 15:41
  goes
• 15:42
  down
• 15:42
  and
• 15:42
  their
• 15:42
  brand
• 15:43
  loyalty
• 15:43
  to
• 15:44
  you
• 15:44
  will
• 15:44
  just
• 15:44
  go
• 15:45
  up.
• 15:46
  You
• 15:47
  know,
• 15:47
  like
• 15:48
  data
• 15:48
  nerd
• 15:48
  here.
• 15:49
  But
• 15:49
  like,
• 15:49
  over
• 15:49
  70%
• 15:50
  of
• 15:51
  consumers
• 15:51
  are
• 15:51
  more
• 15:52
  likely
• 15:52
  to
• 15:52
  repurchase
• 15:53
  with
• 15:53
  the
• 15:53
  same
• 15:54
  retailer
• 15:55
  if
• 15:55
  they're
• 15:55
  satisfied
• 15:56
  with
• 15:56
  that
• 15:57
  delivery
• 15:57
  experience.
• 15:57
  It
• 15:58
  doesn't
• 15:58
  mean
• 15:58
  I
• 15:59
  got
• 15:59
  it
• 15:59
  on
• 15:59
  time.
• 15:59
  It
• 16:00
  means
• 16:00
  I
• 16:00
  was
• 16:00
  informed
• 16:01
  during
• 16:01
  the
• 16:01
  entire
• 16:02
  journey.
• 16:03
  And
• 16:03
  it
• 16:03
  can
• 16:03
  have
• 16:04
  a
• 16:04
  real
• 16:04
  financial
• 16:04
  impact
• 16:05
  too.
• 16:06
  If
• 16:06
  I
• 16:07
  think
• 16:07
  about
• 16:08
  a
• 16:08
  number
• 16:08
  of
• 16:08
  the
• 16:08
  brands
• 16:09
  that
• 16:09
  we've
• 16:09
  worked
• 16:09
  with
• 16:10
  just
• 16:10
  by
• 16:10
  like
• 16:10
  leaning
• 16:11
  into
• 16:11
  communication,
• 16:12
  we
• 16:13
  had
• 16:13
  one
• 16:13
  retailer
• 16:13
  recently
• 16:15
  lift
• 16:16
  see
• 16:16
  a
• 16:16
  revenue
• 16:17
  lift
• 16:17
  of
• 16:17
  almost
• 16:17
  $2
• 16:18
  million
• 16:18
  over
• 16:18
  three
• 16:19
  months
• 16:19
  just
• 16:20
  simply
• 16:20
  from
• 16:21
  leaning
• 16:21
  into
• 16:22
  engaging
• 16:23
  their
• 16:23
  consumers
• 16:24
  during
• 16:25
  the
• 16:25
  tracking
• 16:26
  of
• 16:26
  their
• 16:26
  order
• 16:26
  journey.
• 16:27
  And
• 16:27
  like,
• 16:27
  that's
• 16:28
  a
• 16:28
  pretty
• 16:29
  big
• 16:29
  unlock.
• 16:30
  So
• 16:31
  I
• 16:31
  think
• 16:31
  it's,
• 16:31
  it's
• 16:31
  about
• 16:32
  removing
• 16:32
  friction
• 16:32
  at
• 16:33
  every
• 16:33
  step
• 16:33
  of
• 16:33
  the
• 16:33
  journey.
• 16:34
  Because
• 16:34
  when
• 16:35
  the
• 16:35
  brand
• 16:35
  says,
• 16:35
  hey,
• 16:36
  I
• 16:36
  got
• 16:36
  you.
• 16:36
  This
• 16:36
  is
• 16:36
  what
• 16:37
  you
• 16:37
  need
• 16:37
  to
• 16:37
  expect,
• 16:37
  and
• 16:37
  then
• 16:38
  actually
• 16:38
  delivers
• 16:38
  on
• 16:38
  that
• 16:38
  promise,
• 16:40
  that's
• 16:40
  how
• 16:40
  trust
• 16:40
  is
• 16:40
  built
• 16:41
  and
• 16:41
  that's
• 16:41
  what
• 16:41
  keeps
• 16:41
  consumers
• 16:42
  coming
• 16:42
  back.
• 16:43
  Because
• 16:43
  at
• 16:43
  the
• 16:43
  end
• 16:43
  of
• 16:43
  the
• 16:43
  day,
• 16:44
  your
• 16:44
  next
• 16:44
  sale
• 16:44
  really
• 16:45
  starts
• 16:45
  with
• 16:45
  your
• 16:45
  last
• 16:46
  shipment
• 16:46
  and
• 16:46
  the
• 16:46
  post
• 16:46
  purchase
• 16:47
  experience.
• 16:47
  Experience
• 16:48
  isn't
• 16:48
  the
• 16:48
  end
• 16:49
  of
• 16:49
  your
• 16:49
  journey,
• 16:50
  it's
• 16:50
  the
• 16:50
  beginning
• 16:50
  of
• 16:51
  the
• 16:51
  next
• 16:51
  one.
• 16:52
  Kathy,
• 16:53
  you
• 16:53
  said
• 16:53
  something
• 16:53
  really
• 16:53
  interesting
• 16:54
  there
• 16:54
  that
• 16:54
  I
• 16:54
  want
• 16:54
  to
• 16:54
  make
• 16:54
  sure
• 16:54
  we
• 16:55
  tease
• 16:55
  out
• 16:55
  for
• 16:55
  the
• 16:55
  audience
• 16:55
  too,
• 16:56
  because
• 16:56
  I
• 16:56
  think
• 16:56
  there's
• 16:56
  a
• 16:56
  bit
• 16:56
  of
• 16:56
  a
• 16:56
  nugget
• 16:57
  in
• 16:57
  what
• 16:57
  you
• 16:57
  said,
• 16:58
  which
• 16:59
  is
• 16:59
  you
• 16:59
  talked
• 16:59
  about
• 16:59
  checkout
• 17:00
  and
• 17:00
  personalizing.
• 17:01
  You
• 17:01
  know,
• 17:01
  personalization
• 17:02
  starts
• 17:02
  really
• 17:02
  at
• 17:03
  the
• 17:03
  checkout
• 17:03
  process,
• 17:04
  which,
• 17:04
  you
• 17:04
  know,
• 17:04
  having
• 17:05
  been
• 17:05
  a
• 17:05
  retailer
• 17:05
  in
• 17:05
  the
• 17:06
  space,
• 17:06
  like
• 17:06
  anytime
• 17:06
  you
• 17:07
  mess
• 17:07
  with
• 17:07
  checkout,
• 17:07
  you're
• 17:07
  like,
• 17:08
  oh,
• 17:08
  gosh,
• 17:08
  wait.
• 17:08
  But
• 17:09
  at
• 17:09
  the
• 17:09
  same
• 17:09
  time,
• 17:09
  it's
• 17:10
  a
• 17:10
  fairly
• 17:10
  easy
• 17:10
  thing
• 17:10
  to
• 17:11
  AB
• 17:11
  test
• 17:11
  because
• 17:11
  you
• 17:12
  just
• 17:12
  are
• 17:12
  changing
• 17:12
  the
• 17:12
  placement
• 17:13
  of
• 17:13
  different
• 17:13
  things
• 17:13
  within
• 17:14
  that
• 17:14
  checkout
• 17:14
  experience.
• 17:15
  But
• 17:15
  what
• 17:15
  you're
• 17:16
  saying
• 17:16
  is
• 17:16
  you
• 17:16
  have
• 17:17
  to
• 17:17
  go
• 17:17
  beyond
• 17:17
  that.
• 17:18
  It's
• 17:18
  not
• 17:18
  just
• 17:18
  simply
• 17:19
  the
• 17:19
  AB
• 17:19
  test
• 17:19
  at
• 17:20
  checkout
• 17:20
  that
• 17:20
  you
• 17:21
  actually
• 17:21
  have
• 17:21
  to
• 17:21
  track
• 17:21
  what
• 17:22
  you're
• 17:22
  promising
• 17:22
  against
• 17:23
  in
• 17:23
  those
• 17:24
  tests
• 17:24
  to
• 17:25
  make
• 17:25
  sure
• 17:25
  that
• 17:25
  you're
• 17:25
  delivering
• 17:26
  on
• 17:26
  them.
• 17:26
  Because
• 17:26
  if
• 17:26
  you
• 17:27
  don't,
• 17:27
  then
• 17:27
  you
• 17:27
  could
• 17:27
  actually
• 17:28
  cause
• 17:28
  yourselves
• 17:28
  more
• 17:29
  problems
• 17:29
  down
• 17:29
  the
• 17:30
  line.
• 17:30
  Absolutely.
• 17:31
  I
• 17:31
  mean,
• 17:31
  that's
• 17:32
  where
• 17:32
  your,
• 17:32
  your
• 17:33
  trust
• 17:33
  is
• 17:33
  going
• 17:33
  to
• 17:34
  completely
• 17:34
  erode
• 17:36
  and
• 17:36
  in
• 17:36
  this
• 17:37
  volatile
• 17:37
  market,
• 17:38
  like
• 17:38
  no
• 17:39
  one
• 17:39
  can
• 17:39
  afford
• 17:39
  that.
• 17:40
  Right.
• 17:41
  And
• 17:41
  then
• 17:41
  the
• 17:41
  other
• 17:41
  point
• 17:41
  you
• 17:42
  said
• 17:42
  too
• 17:42
  is
• 17:42
  that
• 17:42
  if
• 17:43
  you
• 17:43
  track
• 17:43
  it
• 17:43
  and
• 17:43
  you
• 17:44
  keep,
• 17:44
  you
• 17:44
  know,
• 17:44
  you
• 17:45
  keep
• 17:45
  a
• 17:45
  hold
• 17:45
  of
• 17:45
  it,
• 17:45
  it
• 17:45
  actually
• 17:46
  gives
• 17:46
  you
• 17:46
  another
• 17:46
  avenue
• 17:47
  for
• 17:47
  communication
• 17:48
  as
• 17:48
  well.
• 17:48
  In
• 17:48
  the
• 17:48
  $2
• 17:49
  million
• 17:49
  example
• 17:49
  that
• 17:50
  you.
• 17:50
  Shared,
• 17:50
  it's
• 17:51
  really
• 17:51
  crazy
• 17:51
  to
• 17:51
  me
• 17:52
  that
• 17:52
  retailers
• 17:53
  still
• 17:53
  are
• 17:54
  directing
• 17:55
  their
• 17:55
  consumers
• 17:56
  to
• 17:56
  sometimes
• 17:56
  to
• 17:57
  like
• 17:57
  carrier
• 17:57
  pages
• 17:58
  for
• 17:58
  tracking
• 17:58
  their
• 17:59
  orders,
• 18:00
  not
• 18:00
  using
• 18:00
  that
• 18:00
  like
• 18:01
  prime
• 18:01
  real
• 18:01
  estate
• 18:02
  like
• 18:02
  it.
• 18:02
  To
• 18:03
  me
• 18:03
  it
• 18:03
  just
• 18:03
  kind
• 18:03
  of
• 18:03
  feels
• 18:03
  like
• 18:03
  table
• 18:03
  stakes.
• 18:04
  Like
• 18:04
  you
• 18:04
  need
• 18:05
  to
• 18:05
  have
• 18:05
  this
• 18:06
  opportunity
• 18:07
  to
• 18:07
  upsell
• 18:08
  and
• 18:08
  further
• 18:08
  engage
• 18:08
  your
• 18:09
  consumers.
• 18:09
  Like
• 18:09
  this
• 18:10
  is
• 18:10
  such
• 18:10
  incredible,
• 18:11
  such
• 18:11
  an
• 18:11
  incredible
• 18:11
  opportunity
• 18:12
  to
• 18:13
  like
• 18:13
  lean
• 18:13
  in
• 18:13
  and
• 18:14
  maybe
• 18:14
  upsell
• 18:16
  a
• 18:16
  product
• 18:16
  recommendation
• 18:17
  or
• 18:18
  advertise
• 18:18
  your
• 18:19
  loyalty
• 18:19
  program
• 18:20
  or
• 18:20
  even
• 18:20
  just,
• 18:21
  you
• 18:21
  know,
• 18:21
  if
• 18:21
  you
• 18:21
  have
• 18:21
  a
• 18:22
  brand
• 18:22
  that's
• 18:22
  really
• 18:23
  anchored
• 18:23
  in
• 18:24
  sustainability,
• 18:25
  like
• 18:25
  promote
• 18:26
  your
• 18:26
  different
• 18:26
  ESG
• 18:27
  initiatives.
• 18:28
  So
• 18:28
  I
• 18:28
  just,
• 18:29
  I
• 18:29
  think
• 18:29
  there's
• 18:29
  a
• 18:29
  lot
• 18:30
  that
• 18:30
  brands
• 18:30
  could
• 18:30
  do
• 18:30
  more
• 18:31
  to
• 18:31
  lean
• 18:31
  into
• 18:32
  like
• 18:32
  these
• 18:32
  moments
• 18:33
  to
• 18:33
  drive
• 18:33
  incremental
• 18:34
  value
• 18:34
  and
• 18:35
  build
• 18:35
  that
• 18:35
  trust
• 18:35
  with
• 18:35
  the
• 18:36
  consumer.
• 18:37
  Well,
• 18:37
  and
• 18:37
  Catherine,
• 18:38
  I
• 18:38
  think
• 18:38
  the
• 18:38
  other
• 18:38
  important
• 18:38
  thing
• 18:39
  to
• 18:39
  point
• 18:39
  out
• 18:39
  here
• 18:40
  too,
• 18:40
  and
• 18:40
  especially
• 18:40
  for
• 18:41
  our
• 18:41
  listeners,
• 18:41
  is
• 18:42
  that
• 18:42
  this
• 18:42
  isn't
• 18:43
  just
• 18:43
  like
• 18:43
  high
• 18:43
  end
• 18:44
  brands
• 18:44
  too.
• 18:45
  I
• 18:45
  mean
• 18:45
  you
• 18:45
  work
• 18:45
  with
• 18:46
  all
• 18:46
  kinds
• 18:47
  of
• 18:47
  brands
• 18:47
  and
• 18:47
  to
• 18:47
  really
• 18:48
  get
• 18:48
  that
• 18:48
  experience
• 18:49
  as
• 18:50
  you
• 18:50
  know,
• 18:50
  a
• 18:51
  shopper
• 18:52
  of
• 18:52
  a,
• 18:53
  even
• 18:53
  a
• 18:53
  fast
• 18:54
  fashion
• 18:54
  item
• 18:54
  or
• 18:55
  something,
• 18:55
  like
• 18:55
  to
• 18:56
  get
• 18:56
  that
• 18:56
  confidence
• 18:57
  and
• 18:57
  that
• 18:57
  engagement.
• 18:58
  When
• 18:58
  you
• 18:58
  see
• 18:58
  that
• 18:59
  Narvar
• 18:59
  text
• 19:00
  pop
• 19:00
  up
• 19:00
  of
• 19:00
  like
• 19:00
  hey
• 19:01
  this
• 19:01
  is
• 19:01
  on
• 19:01
  its
• 19:01
  way
• 19:02
  or
• 19:02
  this
• 19:02
  is,
• 19:03
  this
• 19:03
  is
• 19:03
  going
• 19:03
  to
• 19:03
  be
• 19:03
  here
• 19:03
  earlier,
• 19:04
  like
• 19:04
  all
• 19:04
  these
• 19:05
  things,
• 19:05
  it's,
• 19:06
  it
• 19:06
  just
• 19:06
  feels
• 19:06
  like
• 19:07
  a
• 19:07
  really
• 19:07
  high
• 19:07
  touch
• 19:08
  moment.
• 19:08
  That
• 19:08
  is
• 19:09
  not
• 19:09
  a
• 19:09
  huge
• 19:10
  effort
• 19:10
  for
• 19:11
  a
• 19:11
  lot
• 19:11
  of
• 19:11
  these
• 19:11
  retailers
• 19:12
  to
• 19:12
  still
• 19:13
  provide
• 19:13
  this
• 19:13
  like
• 19:14
  luxury
• 19:14
  type
• 19:15
  experience
• 19:16
  at
• 19:16
  a
• 19:16
  lower
• 19:16
  price
• 19:16
  point.
• 19:17
  Is
• 19:17
  that,
• 19:17
  is
• 19:18
  that
• 19:18
  the
• 19:18
  case
• 19:18
  or
• 19:18
  have
• 19:18
  you
• 19:18
  heard
• 19:19
  that
• 19:19
  from
• 19:19
  some
• 19:19
  of
• 19:19
  the
• 19:19
  partners
• 19:20
  that
• 19:20
  you
• 19:20
  work
• 19:20
  with?
• 19:21
  No,
• 19:21
  I
• 19:21
  definitely
• 19:22
  think
• 19:22
  that's
• 19:22
  the
• 19:22
  case.
• 19:22
  And
• 19:22
  I
• 19:23
  think
• 19:23
  back
• 19:23
  like
• 19:24
  seven,
• 19:24
  eight
• 19:25
  years
• 19:25
  ago
• 19:25
  when
• 19:25
  I
• 19:26
  feel
• 19:26
  like
• 19:26
  the
• 19:26
  talk
• 19:26
  of
• 19:27
  the
• 19:27
  town
• 19:27
  was
• 19:27
  like,
• 19:27
  oh
• 19:28
  my
• 19:28
  gosh,
• 19:28
  like
• 19:28
  luxury
• 19:29
  brands
• 19:29
  are
• 19:29
  so
• 19:29
  behind
• 19:30
  when
• 19:30
  it
• 19:30
  comes
• 19:30
  to
• 19:30
  digital
• 19:31
  transformation
• 19:31
  because
• 19:32
  the
• 19:32
  online
• 19:33
  experience
• 19:33
  doesn't
• 19:34
  match
• 19:34
  the
• 19:34
  in
• 19:34
  store.
• 19:35
  And
• 19:35
  yes,
• 19:35
  there's
• 19:36
  still
• 19:36
  some
• 19:36
  of
• 19:36
  that
• 19:37
  that
• 19:37
  there
• 19:38
  we
• 19:38
  need
• 19:38
  to
• 19:38
  evolve
• 19:39
  and
• 19:39
  innovate
• 19:40
  together
• 19:40
  on.
• 19:40
  But
• 19:41
  I
• 19:41
  do
• 19:41
  think
• 19:41
  that
• 19:42
  post
• 19:42
  purchase
• 19:43
  and
• 19:43
  communication
• 19:45
  has
• 19:45
  unlocked
• 19:46
  a
• 19:46
  more
• 19:46
  premier
• 19:46
  experience
• 19:47
  and
• 19:47
  that
• 19:47
  is
• 19:48
  why
• 19:48
  we
• 19:48
  have
• 19:48
  seen
• 19:49
  more
• 19:49
  folks
• 19:49
  actually
• 19:51
  drive
• 19:51
  innovation
• 19:52
  with
• 19:52
  their
• 19:52
  e
• 19:53
  commerce
• 19:53
  experiences.
• 19:55
  Yeah,
• 19:55
  that's
• 19:55
  a
• 19:55
  huge
• 19:56
  nugget.
• 19:56
  That's
• 19:56
  a
• 19:56
  huge
• 19:57
  nugget
• 19:57
  too.
• 19:57
  You
• 19:58
  know,
• 19:58
  like
• 19:59
  the
• 19:59
  fact
• 19:59
  that
• 20:00
  there
• 20:00
  is
• 20:00
  a
• 20:00
  branding
• 20:00
  opportunity
• 20:01
  in
• 20:01
  this
• 20:01
  post
• 20:02
  purchase
• 20:02
  Communication
• 20:03
  like
• 20:03
  the
• 20:03
  one
• 20:03
  text.
• 20:03
  And
• 20:04
  I'm
• 20:04
  sure,
• 20:04
  I'm
• 20:05
  sure
• 20:05
  you
• 20:05
  read
• 20:05
  every
• 20:06
  text
• 20:06
  you
• 20:06
  get
• 20:07
  that
• 20:07
  gives
• 20:07
  you
• 20:07
  a
• 20:07
  notification
• 20:08
  of
• 20:08
  when
• 20:08
  your
• 20:09
  order
• 20:09
  is
• 20:09
  going
• 20:09
  to
• 20:10
  arrive.
• 20:10
  You
• 20:10
  do?
• 20:11
  I
• 20:11
  do.
• 20:12
  I
• 20:12
  never,
• 20:12
  I've
• 20:12
  never
• 20:13
  thought
• 20:13
  about
• 20:13
  that
• 20:13
  until,
• 20:14
  until
• 20:14
  this
• 20:15
  conversation.
• 20:15
  Which
• 20:16
  leads
• 20:16
  me
• 20:16
  to
• 20:16
  my
• 20:16
  next
• 20:17
  question
• 20:17
  because
• 20:17
  I
• 20:17
  know
• 20:17
  we've
• 20:18
  heard
• 20:18
  you
• 20:18
  talk
• 20:18
  in
• 20:18
  the
• 20:18
  past
• 20:19
  that
• 20:19
  you
• 20:19
  talk
• 20:20
  about
• 20:20
  post
• 20:20
  purchase
• 20:21
  communication
• 20:21
  with
• 20:21
  customers
• 20:22
  as
• 20:22
  kind
• 20:22
  of
• 20:22
  a
• 20:22
  trust
• 20:23
  center
• 20:23
  versus
• 20:24
  a
• 20:24
  cost
• 20:24
  center.
• 20:25
  What
• 20:25
  is
• 20:25
  that,
• 20:25
  what
• 20:25
  does
• 20:26
  that
• 20:26
  phrase
• 20:26
  trust
• 20:26
  center
• 20:27
  mean?
• 20:27
  And,
• 20:28
  and
• 20:28
  what,
• 20:28
  what
• 20:28
  are
• 20:28
  the
• 20:29
  opportunities?
• 20:29
  Are
• 20:29
  there
• 20:29
  more
• 20:29
  opportunities?
• 20:30
  What
• 20:30
  we've
• 20:30
  been
• 20:30
  discussing
• 20:31
  around
• 20:31
  that
• 20:31
  idea
• 20:31
  here?
• 20:33
  Yeah.
• 20:33
  So
• 20:33
  I
• 20:33
  think
• 20:34
  like,
• 20:35
  not
• 20:35
  to
• 20:35
  sound
• 20:35
  like
• 20:35
  a
• 20:35
  broken
• 20:36
  record,
• 20:36
  but
• 20:36
  it
• 20:36
  really,
• 20:37
  it
• 20:37
  means
• 20:37
  rethinking
• 20:38
  how
• 20:39
  we
• 20:39
  view
• 20:39
  moments
• 20:40
  after
• 20:40
  a
• 20:40
  purchase
• 20:41
  is
• 20:41
  made.
• 20:41
  Too
• 20:41
  often
• 20:42
  post
• 20:42
  purchase
• 20:43
  has
• 20:43
  been
• 20:43
  treated
• 20:43
  as
• 20:43
  damage
• 20:44
  control.
• 20:45
  Something
• 20:45
  that
• 20:45
  really
• 20:45
  only
• 20:46
  comes
• 20:46
  into
• 20:46
  play
• 20:46
  when
• 20:47
  a
• 20:47
  consumer
• 20:47
  asks
• 20:48
  where's
• 20:48
  my
• 20:48
  order?
• 20:48
  Or
• 20:49
  it's
• 20:49
  missing.
• 20:50
  And
• 20:50
  in
• 20:50
  reality
• 20:51
  it's
• 20:51
  like
• 20:51
  one
• 20:51
  of
• 20:51
  the
• 20:52
  highest
• 20:52
  impact
• 20:52
  windows
• 20:53
  to
• 20:53
  shape
• 20:53
  perception,
• 20:54
  reinforce
• 20:55
  your
• 20:55
  brand
• 20:55
  values
• 20:56
  and
• 20:56
  build
• 20:56
  that
• 20:57
  long
• 20:57
  term
• 20:57
  trust.
• 20:58
  And
• 20:58
  when
• 20:58
  brands
• 20:59
  treat
• 20:59
  post
• 20:59
  purchase
• 21:00
  as
• 21:00
  a
• 21:00
  trust
• 21:00
  center,
• 21:01
  it's
• 21:01
  not,
• 21:01
  it's
• 21:02
  not
• 21:02
  a
• 21:02
  cost
• 21:02
  center.
• 21:03
  They
• 21:03
  stop
• 21:03
  thinking
• 21:03
  about
• 21:04
  it
• 21:04
  purely
• 21:05
  in
• 21:05
  terms
• 21:05
  of
• 21:05
  support
• 21:06
  volume
• 21:06
  and
• 21:06
  start
• 21:06
  recognizing
• 21:07
  the
• 21:08
  true
• 21:08
  upside.
• 21:10
  And
• 21:10
  like
• 21:10
  those
• 21:10
  proactive
• 21:11
  branded
• 21:11
  communications,
• 21:13
  they
• 21:13
  are
• 21:14
  so
• 21:14
  critical
• 21:14
  to
• 21:15
  also
• 21:15
  helping
• 21:16
  offload
• 21:17
  some
• 21:17
  operational
• 21:18
  costs
• 21:18
  as
• 21:18
  well.
• 21:18
  Like
• 21:19
  they
• 21:19
  can
• 21:19
  reduce
• 21:20
  gizmo
• 21:20
  where's
• 21:20
  my
• 21:21
  order
• 21:21
  calls
• 21:21
  by
• 21:21
  like
• 21:21
  60%.
• 21:23
  And
• 21:23
  it's,
• 21:24
  but,
• 21:24
  but
• 21:24
  it
• 21:24
  is
• 21:24
  more
• 21:25
  than
• 21:25
  that.
• 21:25
  It's
• 21:25
  keeping
• 21:25
  your
• 21:26
  brand
• 21:26
  top
• 21:26
  of
• 21:26
  mind
• 21:27
  during
• 21:27
  these
• 21:27
  critical
• 21:27
  engagement
• 21:28
  periods,
• 21:28
  leading
• 21:29
  oftentimes
• 21:30
  to
• 21:30
  like
• 21:30
  those
• 21:30
  higher
• 21:30
  repeat
• 21:31
  purchase
• 21:32
  rates.
• 21:33
  And
• 21:34
  then
• 21:34
  I
• 21:34
  think
• 21:34
  about
• 21:35
  like
• 21:35
  shipping
• 21:36
  protection,
• 21:37
  which
• 21:37
  adding
• 21:38
  this
• 21:38
  at
• 21:38
  checkout
• 21:38
  does
• 21:39
  a
• 21:39
  lot
• 21:39
  more
• 21:39
  than
• 21:39
  just
• 21:40
  protect
• 21:40
  the
• 21:40
  order,
• 21:40
  it
• 21:41
  protects
• 21:41
  the
• 21:41
  relationship
• 21:42
  by
• 21:43
  giving
• 21:43
  consumers
• 21:44
  real
• 21:44
  peace
• 21:44
  of
• 21:45
  mind.
• 21:45
  Especially
• 21:45
  in
• 21:46
  a
• 21:46
  world
• 21:46
  where
• 21:47
  porch
• 21:47
  theft,
• 21:48
  lost
• 21:48
  packages
• 21:49
  and
• 21:49
  like
• 21:49
  delivery
• 21:50
  delays,
• 21:50
  they're
• 21:51
  on
• 21:51
  the
• 21:51
  rise.
• 21:51
  And
• 21:51
  it's,
• 21:52
  it's
• 21:52
  crazy
• 21:52
  to
• 21:53
  me
• 21:53
  how
• 21:53
  majority
• 21:54
  of
• 21:54
  Americans
• 21:54
  are
• 21:55
  actually
• 21:55
  saying
• 21:55
  they
• 21:55
  have
• 21:56
  an
• 21:56
  increased
• 21:56
  amount
• 21:57
  of
• 21:57
  anxiety
• 21:58
  about
• 21:58
  packaged
• 21:59
  stuff
• 21:59
  today.
• 21:59
  Like
• 22:00
  I'm
• 22:00
  sure
• 22:00
  you
• 22:00
  all
• 22:01
  have
• 22:01
  seen
• 22:01
  crazy
• 22:01
  TikToks
• 22:02
  or
• 22:02
  Instagram
• 22:03
  videos
• 22:03
  going
• 22:03
  viral
• 22:03
  of
• 22:04
  people
• 22:04
  like
• 22:04
  snagging
• 22:05
  packages
• 22:05
  off
• 22:05
  the
• 22:06
  porches,
• 22:07
  which
• 22:08
  was
• 22:08
  not
• 22:08
  a
• 22:08
  problem
• 22:08
  I
• 22:08
  had
• 22:08
  in
• 22:08
  New
• 22:09
  York.
• 22:09
  There
• 22:09
  were
• 22:09
  no
• 22:09
  porches.
• 22:10
  And
• 22:11
  but
• 22:11
  now
• 22:12
  that
• 22:12
  I'm
• 22:12
  in
• 22:12
  suburban
• 22:12
  America,
• 22:13
  I'm
• 22:13
  like,
• 22:13
  oh,
• 22:13
  actually
• 22:14
  I
• 22:14
  am
• 22:14
  a
• 22:14
  little
• 22:15
  bit
• 22:15
  worried
• 22:15
  about
• 22:15
  my
• 22:16
  package
• 22:16
  being
• 22:17
  stolen.
• 22:18
  And
• 22:19
  so
• 22:19
  thinking
• 22:19
  about
• 22:20
  shipping
• 22:20
  protection
• 22:20
  or
• 22:21
  offering
• 22:21
  something
• 22:21
  like
• 22:22
  that
• 22:22
  at
• 22:22
  checkout,
• 22:22
  it
• 22:23
  really
• 22:23
  builds
• 22:23
  that
• 22:23
  confidence.
• 22:25
  And
• 22:25
  if
• 22:25
  I
• 22:26
  even
• 22:26
  take
• 22:26
  it
• 22:26
  a
• 22:26
  step
• 22:27
  further,
• 22:27
  there's
• 22:27
  like
• 22:27
  a,
• 22:27
  there's
• 22:28
  a
• 22:28
  really
• 22:28
  Big
• 22:28
  cherry
• 22:29
  on
• 22:29
  top.
• 22:30
  It
• 22:30
  unlocks
• 22:31
  a
• 22:31
  huge
• 22:32
  new
• 22:32
  revenue
• 22:32
  stream
• 22:33
  for
• 22:33
  the
• 22:34
  brand.
• 22:34
  So
• 22:35
  it's
• 22:35
  not
• 22:35
  just
• 22:35
  about
• 22:35
  protecting
• 22:36
  margins
• 22:36
  or
• 22:37
  avoiding,
• 22:38
  like,
• 22:38
  even
• 22:39
  delivery
• 22:39
  claims.
• 22:40
  It's
• 22:40
  about
• 22:42
  really
• 22:42
  creating
• 22:42
  successes
• 22:43
  for
• 22:43
  your
• 22:43
  brand,
• 22:44
  for
• 22:44
  the
• 22:44
  consumer,
• 22:44
  even
• 22:45
  for
• 22:45
  your
• 22:45
  support
• 22:45
  teams.
• 22:46
  And
• 22:46
  that
• 22:46
  is
• 22:46
  what
• 22:48
  a
• 22:48
  true
• 22:49
  trust
• 22:49
  center,
• 22:49
  I
• 22:50
  think,
• 22:50
  looks
• 22:50
  like.
• 22:52
  Well,
• 22:53
  Katherine,
• 22:53
  I
• 22:54
  am
• 22:54
  so
• 22:55
  excited
• 22:55
  to
• 22:56
  hear
• 22:57
  from
• 22:57
  you.
• 22:57
  As
• 22:57
  we
• 22:58
  kind
• 22:58
  of
• 22:58
  close
• 22:58
  this
• 22:58
  up,
• 22:59
  what
• 23:00
  you
• 23:00
  and
• 23:00
  the
• 23:00
  team
• 23:01
  are
• 23:01
  working
• 23:01
  on
• 23:01
  for
• 23:01
  the
• 23:02
  second
• 23:02
  half
• 23:02
  of
• 23:02
  the
• 23:02
  year
• 23:03
  and
• 23:03
  into
• 23:04
  2026.
• 23:05
  Where
• 23:06
  can
• 23:06
  we
• 23:06
  take
• 23:06
  this
• 23:07
  trust
• 23:08
  center
• 23:09
  in
• 23:09
  the
• 23:09
  new
• 23:10
  year?
• 23:11
  Yeah,
• 23:11
  so
• 23:11
  I
• 23:11
  think
• 23:12
  what
• 23:12
  I'm
• 23:13
  really
• 23:13
  excited
• 23:13
  about
• 23:14
  is
• 23:14
  that
• 23:14
  we
• 23:15
  are
• 23:15
  starting
• 23:15
  to
• 23:15
  really
• 23:16
  have
• 23:16
  these
• 23:16
  conversations
• 23:17
  right
• 23:17
  now
• 23:18
  with
• 23:18
  retailers
• 23:18
  where
• 23:19
  that
• 23:20
  post
• 23:20
  purchase
• 23:21
  part
• 23:21
  of
• 23:21
  the
• 23:21
  customer
• 23:22
  journey
• 23:22
  is
• 23:22
  being
• 23:23
  seen
• 23:23
  as
• 23:23
  that
• 23:23
  strategic
• 23:24
  lever.
• 23:24
  It's
• 23:25
  where
• 23:25
  that
• 23:25
  loyalty
• 23:25
  is
• 23:26
  built,
• 23:26
  margins
• 23:27
  are
• 23:27
  protected
• 23:27
  and
• 23:27
  growth
• 23:28
  gets
• 23:28
  unlocked.
• 23:29
  And
• 23:29
  so
• 23:29
  if
• 23:29
  I
• 23:30
  think
• 23:30
  about
• 23:30
  Narvar,
• 23:30
  what
• 23:31
  we're
• 23:31
  doing
• 23:31
  is
• 23:31
  we're
• 23:31
  doubling
• 23:32
  down
• 23:32
  on
• 23:32
  intelligence,
• 23:33
  personalization,
• 23:34
  efficiency.
• 23:35
  And
• 23:35
  at
• 23:35
  the
• 23:36
  heart
• 23:36
  of
• 23:36
  it
• 23:36
  all
• 23:37
  is
• 23:37
  Iris,
• 23:38
  our
• 23:38
  AI
• 23:38
  engine,
• 23:39
  which
• 23:39
  is
• 23:39
  turning
• 23:40
  those
• 23:40
  42
• 23:41
  billion
• 23:41
  plus
• 23:42
  annual
• 23:43
  consumer
• 23:43
  interactions
• 23:44
  into
• 23:44
  insights
• 23:45
  that
• 23:45
  brands
• 23:45
  can
• 23:45
  really
• 23:46
  leverage
• 23:47
  and
• 23:47
  act
• 23:47
  upon.
• 23:48
  So
• 23:48
  it's
• 23:48
  not
• 23:49
  just
• 23:49
  about,
• 23:49
  like
• 23:49
  meeting
• 23:49
  expectations,
• 23:50
  it's
• 23:51
  about
• 23:51
  anticipating
• 23:52
  them,
• 23:52
  enabling
• 23:53
  hyper
• 23:53
  personalization
• 23:54
  to
• 23:55
  unlock
• 23:55
  trust
• 23:56
  and
• 23:56
  inevitably
• 23:57
  drive
• 23:57
  operational
• 23:58
  precision
• 23:59
  at
• 23:59
  scale.
• 23:59
  And
• 24:00
  I
• 24:00
  think
• 24:00
  this
• 24:00
  is
• 24:00
  a
• 24:00
  real
• 24:01
  shift
• 24:01
  for,
• 24:02
  for
• 24:03
  this
• 24:03
  part
• 24:03
  of
• 24:03
  the
• 24:03
  journey,
• 24:04
  which
• 24:04
  has
• 24:04
  historically
• 24:05
  just
• 24:05
  been
• 24:05
  so
• 24:05
  rigid
• 24:06
  and
• 24:07
  reactive.
• 24:09
  We're
• 24:09
  offering
• 24:09
  a
• 24:09
  lot
• 24:09
  of
• 24:10
  agility
• 24:10
  and,
• 24:10
  you
• 24:11
  know,
• 24:11
  through
• 24:11
  smarter
• 24:12
  delivery
• 24:12
  or
• 24:12
  more
• 24:12
  strategic
• 24:13
  returns,
• 24:14
  preventing
• 24:14
  fraud
• 24:15
  without
• 24:15
  alienating
• 24:16
  loyal
• 24:16
  customers.
• 24:17
  So
• 24:17
  it's
• 24:17
  really,
• 24:17
  it's
• 24:18
  really
• 24:18
  energizing
• 24:18
  for
• 24:19
  me
• 24:19
  to
• 24:19
  see
• 24:19
  customer
• 24:19
  shift
• 24:20
  away
• 24:20
  from
• 24:20
  how
• 24:21
  do
• 24:21
  we
• 24:21
  fix
• 24:21
  this
• 24:21
  to
• 24:22
  how
• 24:22
  do
• 24:22
  we
• 24:22
  grow
• 24:23
  from
• 24:23
  here.
• 24:23
  And
• 24:23
  I
• 24:24
  think
• 24:24
  that
• 24:24
  mindset
• 24:24
  is
• 24:24
  really
• 24:25
  powerful
• 24:25
  for
• 24:25
  our
• 24:26
  industry
• 24:26
  and
• 24:27
  we're
• 24:27
  just
• 24:27
  getting
• 24:27
  started.
• 24:29
  Yeah.
• 24:29
  Wow,
• 24:29
  this
• 24:29
  is,
• 24:30
  this
• 24:30
  has
• 24:30
  been
• 24:30
  great
• 24:30
  stuff,
• 24:31
  Catherine.
• 24:31
  You
• 24:31
  know,
• 24:31
  my,
• 24:32
  my,
• 24:32
  my
• 24:32
  goal
• 24:32
  for
• 24:33
  every
• 24:33
  podcast
• 24:33
  we
• 24:33
  do
• 24:34
  is
• 24:34
  to
• 24:34
  always
• 24:34
  learn
• 24:35
  something
• 24:35
  and
• 24:36
  to
• 24:36
  just
• 24:36
  kind
• 24:36
  of
• 24:36
  have
• 24:37
  that
• 24:37
  aha,
• 24:37
  aha
• 24:38
  moment.
• 24:38
  And
• 24:38
  I
• 24:38
  think
• 24:39
  you,
• 24:39
  I
• 24:39
  know
• 24:39
  you
• 24:40
  gave
• 24:40
  me
• 24:40
  personally
• 24:40
  at
• 24:41
  least
• 24:41
  two
• 24:41
  or
• 24:41
  three
• 24:41
  of
• 24:41
  them
• 24:42
  and
• 24:42
  I'm
• 24:42
  sure,
• 24:42
  I'm
• 24:43
  sure
• 24:43
  the
• 24:43
  same
• 24:43
  is
• 24:43
  true
• 24:43
  for
• 24:44
  you
• 24:44
  as
• 24:44
  well.
• 24:44
  But
• 24:45
  so,
• 24:45
  yeah,
• 24:45
  nicely
• 24:46
  done.
• 24:46
  So
• 24:46
  if,
• 24:47
  if
• 24:47
  people
• 24:47
  want
• 24:47
  to
• 24:47
  get
• 24:47
  in
• 24:47
  touch
• 24:48
  with
• 24:48
  you
• 24:48
  and
• 24:48
  learn
• 24:48
  more
• 24:49
  about,
• 24:50
  you
• 24:50
  know,
• 24:50
  you
• 24:50
  or
• 24:51
  the
• 24:51
  team
• 24:51
  at
• 24:51
  Narvar,
• 24:52
  what's
• 24:52
  the
• 24:52
  best
• 24:52
  way
• 24:52
  for
• 24:52
  them
• 24:52
  to
• 24:52
  do
• 24:53
  that?
• 24:53
  You
• 24:54
  can
• 24:54
  always
• 24:54
  find
• 24:54
  me
• 24:55
  on
• 24:55
  LinkedIn.
• 24:55
  I
• 24:56
  am
• 24:56
  there
• 24:57
  and
• 24:57
  I'm
• 24:58
  ready
• 24:58
  to
• 24:58
  chat.
• 24:59
  Ready
• 25:00
  to
• 25:00
  chat.
• 25:00
  LinkedIn.
• 25:01
  We
• 25:01
  love
• 25:01
  it.
• 25:01
  LinkedIn.
• 25:01
  God,
• 25:02
  where
• 25:02
  would
• 25:02
  we
• 25:02
  be
• 25:02
  without
• 25:03
  LinkedIn?
• 25:03
  And,
• 25:03
  God,
• 25:03
  I
• 25:04
  have
• 25:04
  no
• 25:04
  idea.
• 25:04
  But
• 25:05
  that's
• 25:05
  great.
• 25:06
  Well,
• 25:06
  that
• 25:06
  wraps
• 25:06
  us
• 25:07
  up.
• 25:07
  Thanks
• 25:07
  to
• 25:08
  everyone
• 25:08
  for
• 25:08
  listening
• 25:09
  in,
• 25:09
  and
• 25:09
  thanks
• 25:09
  to
• 25:10
  Katherine
• 25:10
  for
• 25:10
  sitting
• 25:10
  down
• 25:11
  with
• 25:11
  us
• 25:11
  today.
• 25:11
  And
• 25:12
  as
• 25:12
  always,
• 25:12
  on
• 25:12
  behalf
• 25:12
  of
• 25:13
  all
• 25:13
  of
• 25:13
  us
• 25:13
  here
• 25:13
  at
• 25:13
  Omnitalk,
• 25:14
  be
• 25:14
  careful
• 25:14
  out
• 25:15
  there.