In an online business it’s easy to only focus on the website as the primary experience for customers and overlook the physical experience that customers have with your brand when they receive the product. E-commerce sites are often optimized for getting customers to complete a transaction. But what if your cleanest user-interface, click-minimized site delivers a physical experience that customers don’t want to repeat? Or don’t want to tell their friends about? Stitch Fix COO Mike Smith will discuss how to think about an end-to-end experience that incentivizes a long-term customer loyalty.