05/06/2026
Most 1-star reviews aren’t really about the product.
They happen when the experience around the product breaks: late delivery, unclear updates, damaged packages, or customers not knowing where their order is.
In this Coffee with Ecommerce clip, Matt explains why proactive communication is not just customer service - it is a conversion and retention lever.
Link to the full recording and blog post: https://uxtivity.com/backend-new-frontend-ecommerce/