Fraud & Risk

Can Fraud Make Happy (and Loyal) Customers?

Marine Grave and Andrea Granizo -- Etsy


With an ever-increasing number of online retailers only a click or tap away from consumers, customer satisfaction is a key factor in retaining good users and attracting new ones. In this presentation Etsy examines several strategies for balancing fraud prevention with customer experience, along with key performance indicators and metrics they use to help measure and improve CX. Multiple case studies illustrating how the company factored customer experience into their decision making are also included.

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Can Fraud Make Happy (and Loyal) Customers?

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