In the ruthless game of retail, do you prioritise your customers or protect your bottom line?
Like the ultimate Traitors finale twist, mastering this balance is no easy feat — only the savviest players can win.
And that’s why we have teamed up with Mamas & Papas and GFS to bring you a must-attend session.
Balancing the Books: Mastering Customer-Centric Delivery vs Protecting Your Bottom Line
Traitor or Faithful? Insights from Bobbie Ttooulis, Group Marketing Director, GFS
In the lead-up to this exciting webinar, we caught up with Bobbie Ttooulis to get her take on navigating the tension between customer satisfaction and cost control.
Q: In the battle between cost and customer, which side do you think most retailers struggle with
Bobbie: It’s a tricky balance – no denying that. Many retailers feel the pressure to offer exceptional customer experiences while staying financially sustainable. The challenge is, customers increasingly demand speed, choice and convenience — while retailers are navigating rising operational expenses. Retailers that thrive are those who re-frame delivery from being just a cost centre to a lever for customer loyalty and revenue growth.
Q: What role does delivery play in winning customer loyalty?
Bobbie: Delivery is no longer just about getting a package from A to B. It’s now a core part of the customer experience. A smooth, reliable delivery process builds trust and can be a decisive factor in whether customers return or shop elsewhere. Delivery options, such as Next Day or Click & Collect, give customers the flexibility they want. Retailers that offer these services without overburdening their bottom line gain a competitive edge.
Q: What strategies can retailers use to protect their bottom line without compromising the customer experience?
Bobbie: There are small simple immediately actionable steps retailers can put into practice without losing time. Attend the webinar, and I’ll tell all! It’ll make retailers wonder, this was right in front of me, how could I miss it?
Q: What can webinar attendees expect to learn from you?
Bobbie: I’ll be sharing practical strategies for rethinking delivery as a revenue driver rather than just a cost, with real-world insights from our work with Mamas & Papas. Attendees will see how retailers like them have successfully balanced customer satisfaction with profitability by optimising their delivery strategy and leveraging technology to make smarter decisions. It’s all about aligning delivery choices with customer expectations while protecting the bottom line—something Mamas & Papas have excelled at with the right support and tools in place.
Uncover more “Faithful” strategies with Bobbie Ttooulis (Group Marketing Director, GFS), Sarah Ashby (CFO, Mamas & Papas) and Katie Searles (Editor, Internet Retailing) to master customer-centric delivery “without betraying” your bottom line.
