428: Create Customer Experiences that Supercharge Success, with Narvar
Amit Sharma is the Founder and CEO of Narvar, a leading post-purchase experience platform. With over 20 years in the industry, he brings expertise from his tenure at major retailers like Williams-Sonoma, Walmart, and Apple, where he focused on data-driven operations. Sharma founded Narvar after identifying a critical gap in the e-commerce journey: the often-neglected period between a customer's click to buy and the package arriving at their door. He argues that proactive communication, delivery transparency, and a simplified returns process are essential for building trust and turning one-time buyers into loyal advocates.
Today I’m joined by the pioneering digital retail brand, Narvar.
Narvar’s end-to-end post-purchase platform focuses on driving customer loyalty and increasing lifetime value through the provision of a seamless post-purchase experience. Recognized by Fast Company as one of its “most innovative companies”, Narvar serves 80% of US adults annually across 2 billion outbound shipments and 80 million returns.
Today, Amit Sharma, Founder and CEO at Narvar, joins me to talk all about Narvar and what they do; their mission to simplify the everyday lives of consumers; transforming returns and exchanges from a cost center to a competitive advantage; and leveraging intelligent communication to boost consumer trust, create memorable shopping experiences, and maximize conversions.
Guest bio:
Amit Sharma is the CEO and Founder of Narvar, bringing over 20 years of industry experience and retail domain expertise from his tenure at Williams Sonoma, Walmart, and Apple. At Narvar, he is dedicated to driving seamless customer experiences across the supply chain. Known for his innovative ideas, Amit continues to push boundaries both at the office and while running barefoot. He holds a BS in Engineering and an MBA from Duke University.
Amit’s career journey, and how it led him to establish Narvar.
An overview of Narvar – who they are, what they do, and how they help their customers.
The ideal client for Narvar.
Amit’s take on the biggest e-commerce challenges right now, especially when it comes to the post-purchase experience.
Narvar’s mission to simplify the everyday lives of consumers, and why taking care of retail customers isn’t just the right thing to do – it’s good business.
Why 60% of shoppers are more likely to choose a retailer that can tell them the exact date a package will arrive at the time of order; and the role of Narvar’s ‘Promise’ solution in helping retailers utilize intelligent delivery estimates to drive conversion and deliver transparency.
How Narvar helps retailers continue to communicate with consumers using post-purchase marketing and different touchpoints to keep them informed, but also boost trust, keep experience levels high and upsell.
The challenge of returns, and how Narvar helps retailers to find the balance of retaining revenue and reducing costs, whilst also offering customers easy, convenient, positive experiences.
Why Narvar is fostering collaboration between retailers, and how a unique relationship with Kohl’s is setting a standard for smoother, cheaper, and more sustainable returns experiences for brands and consumers alike.
The upcoming trends and opportunities in the ecommerce industry that we should be looking out for. “Using intelligence, the supply chain is going to get more and more intuitive, more consumer-friendly, and more cost-effective for all the players involved.”
