You define KPIs to boost Shopster’s growth and loyalty. Simulation Details: Shopster is a mid-sized e-commerce startup based in Austin, Texas, with 220 employees and $48 million in annual revenue. Known for its curated catalog of electronics, home goods, and fashion, Shopster recently expanded into health and wellness products, responding to a surge in customer interest and feedback. This expansion brought in 18,000 new customers, mostly younger and mobile-first, and shifted customer expectations toward faster delivery and more personalized recommendations. While revenue and order value have grown, the company now faces a decline in repeat purchases and customer satisfaction, with negative feedback focusing on shipping delays and unclear product information. Leadership is concerned about maintaining growth and loyalty in a competitive market, especially as rivals offer aggressive loyalty programs and faster shipping. You step into the role of a newly promoted Product Manager at Shopster. Your challenge is to review recent customer data and engage in a focused, real-time chat with the CEO. Your goal is to recommend a concise set of actionable KPIs that balance customer satisfaction with business performance, using clear data-driven arguments. You’ll need to anticipate executive concerns, justify your choices with specific data trends, and persuasively communicate how your proposed KPIs can help Shopster sustain both customer loyalty and financial growth—all within the constraints of the current analytics system. - Analyze a summary of recent customer data to identify key trends. - Engage in a one-on-one chat with the CEO to recommend and justify a focused set of KPIs. - Reference specific data points to support your recommendations. - Address the CEO’s questions and concerns about shifting away from traditional revenue metrics. - Demonstrate your skills in defining KPIs and persuasive communication to influence executive decision-making.