What Customers Say vs What They Do: The Signals Retailers Should Actually Trust…
By Matt Anderson · September 25, 2026 · Curated by George's Blog
What Customers Say vs What They Do: The Signals Retailers Should Actually Trust…. Great talk At eCommerce Expo by Barkingcat Sarl.
For example NPS measured from only your customer advocates is misleading.
Data from (below) are your customer signals but you need to analyse data by cohort, traffic and by CONTEXT.
This is vital in a world where data has never been as plentiful and DON’T mention Claude MCP as a solution either (like so many service providers today)
Because context is vital.
A conversion rate of 18% seems outstanding but if it’s due to another channel closing or retail outlet is closed then it’s an outlier…
If you are not clear on the whole picture then you or your AI will come to the wrong conclusions.
The final point is why the trend of MCP connections will provide great opportunities but also a massive risk, if we are overly reliant on LLM judgement and analysis in e-commerce.
So what would you do in this situation?
#data #ecomme