Most brands think of fulfillment as a back-office function. But what if your 3PL is silently sabotaging your customer experience?

In episode #7 of the Retention Edge, we sit down with John Heenan, CEO of The Distribution Solution, to unpack the real cost of poor fulfillment and how it can erode trust, increase churn, and destroy customer lifetime value before you've even noticed.

🚚 From a £60,000 lost inventory disaster to unsellable dog bowls and a surprising Brexit logistics advantage, John shares 20+ years of hard-won lessons that every CX and ops leader should hear.

We dive deep into:

- Why many brands don’t *actually* own their customer experience

- The hidden fulfillment mistakes that hurt retention

- What a great 3PL partnership should really look like

- How to stress-test your logistics before peak season hits

If you lead operations, retention, or customer experience at a DTC brand, or if you're scaling and starting to outsource fulfillment, this episode will change how you evaluate your backend. Because in eCommerce, logistics is the brand.

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