Dropshipping Shoes: The 2025 Playbook — Profitable Niches, Suppliers & Return-Reduction Tactics
Shoes are not just a commodity. They sit at the crossroads of fashion, comfort, and identity. Unlike phone cases or kitchen gadgets, shoes signal personality and lifestyle, which explains why the global online footwear market continues to expand. For dropshippers, the appeal is clear: shoes offer consistent demand, fast-moving trends, and opportunities to test multiple SKUs without large upfront inventory costs.
However, not every shoe niche is worth the effort. High return rates, volatile fashion cycles, and razor-thin ad margins can kill profitability if you pick the wrong product line. The goal in 2025 is not just to sell “shoes” but to identify sub-niches that blend demand stability with high conversion potential.

Shoes to Dropship in 2025: High-Margin Niches & Product Picks
Sneaker Culture: The Perennial Driver
Sneakers have become a cultural anchor, moving beyond performance footwear into mainstream streetwear. The appeal lies in three main factors: constant trend refreshes, brand associations, and viral potential. For dropshippers, sneakers represent a double-edged sword. Competing with Nike or Adidas is impossible, but the opportunity is in non-branded lookalike styles, retro-inspired designs, and affordable versions of trending silhouettes.
For example, the resurgence of early-2000s chunky sneakers, often called “dad shoes,” is opening a lane for suppliers who can replicate the style without the price tag. Similarly, minimalist running sneakers with lightweight soles appeal to both fashion-conscious and comfort-driven consumers. Dropshippers who identify these micro-trends early can piggyback on social media buzz without needing the backing of billion-dollar advertising budgets.
Comfort Footwear: From Necessity to Lifestyle
A less flashy but equally powerful category is comfort-driven shoes. Think memory-foam slip-ons, orthopedic sandals, and lightweight walking shoes. What used to be a purely functional purchase is now marketed as a lifestyle choice, especially among demographics that value wellness and longevity.
For dropshippers, comfort footwear solves a major problem: longevity of demand. While sneaker trends can be fleeting, comfort-driven shoes appeal year-round and across age groups. They also tend to have lower return rates because the purchase intent is practical rather than purely fashion-driven. Adding customer reviews and clear size guides can further reduce risk, turning this into a “quiet winner” niche that builds steady sales over time.
Seasonal Winners: Timing Is Everything
One of the simplest ways to scale a shoe dropshipping business is by aligning inventory with seasonal cycles. Summer flip-flops, beach sandals, breathable mesh sneakers, and water shoes all spike in warm months. Conversely, winter boots, thermal-lined sneakers, and waterproof footwear dominate in colder climates.
The trick lies in timing. Unlike evergreen niches, seasonal shoes require early sourcing and marketing build-up. A dropshipper planning for winter boots in the United States must begin testing creatives and running campaigns in late summer or early fall, long before the first snow. With proper timing, seasonal products can deliver revenue bursts that cover quieter months.
Kids’ Shoes: A High-Churn Market
Parents buy shoes for children not just once but multiple times a year. Kids outgrow sizes quickly, and school calendars often dictate purchase patterns. This creates a predictable and repeatable cycle of demand.
Dropshippers who cater to this segment can leverage both practical and emotional appeals: the durability parents want and the designs kids prefer. Bright colors, cartoon-inspired patterns, and affordable multipacks of sneakers or sandals all find strong traction in this niche. While margins may be lower, the sheer repeat purchase potential makes children’s shoes an attractive long-term play.
Trend Forecasting: How to Pick the Right SKUs
Identifying winning products requires more than intuition. Successful dropshippers in footwear rely on a combination of trend-spotting tools, search data, and competitor analysis. Platforms like TikTok, Instagram Reels, and Pinterest act as early warning systems for style shifts. Google Trends confirms whether a style is gaining sustained attention, while supplier platforms reveal whether fulfillment partners can scale quickly enough to meet demand.
In practice, a dropshipper might spot a surge of viral content featuring platform sneakers on TikTok, validate rising search queries around “chunky white sneakers” on Google, and then test a handful of variants through small ad spends. The winning SKU is scaled aggressively, while underperformers are cut quickly. This lean, test-driven approach minimizes waste and captures emerging demand before competitors flood the market.
Pricing Strategy: Balancing Volume and Margin
Shoes, unlike trinkets or accessories, come with higher fulfillment costs due to bulk and weight. That means dropshippers cannot rely on razor-thin margins. Instead, the winning approach is to position products in the “affordable but stylish” range. Pricing sneakers between $39 and $59, or comfort shoes between $29 and $49, hits the sweet spot where consumers perceive value without suspecting low quality.
Bundling also works well in footwear. Offering discounts on second pairs or pairing shoes with socks and insoles increases average order value. With ad costs continuing to climb in 2025, maximizing profit per transaction is essential.
Risks and Mitigation
No analysis of dropshipping shoes would be complete without acknowledging the risks. High return rates, especially in fashion-driven categories, can eat into margins. Sizing inconsistencies from suppliers in different regions may also lead to dissatisfied customers. To mitigate these risks, dropshippers should prioritize suppliers with detailed size charts, transparent shipping policies, and reasonable return agreements.
Another challenge is saturation. Viral sneaker designs often attract dozens of copycat stores within weeks. The way around this is not to chase every trend blindly but to combine data validation with differentiated branding, such as unique photography, lifestyle-focused content, or niche targeting (for example, marketing comfort shoes specifically to healthcare professionals who spend long hours on their feet).
How to Choose Dropshipping Shoe Suppliers: Fast Shipping & Quality Control
Shoes are unlike many other dropshipping products. They carry higher weight, involve multiple sizes and variants, and sit in a category where customers are highly sensitive to comfort and quality. A pair of sneakers that arrives two weeks late or with inconsistent sizing can spark refund requests, negative reviews, and long-term damage to a store’s reputation. That’s why supplier selection is not just a back-office decision — it is the foundation of profitability in the footwear niche.
The supply chain landscape is evolving. Customers expect Amazon-like delivery times even from independent e-commerce stores, and the bar for presentation — branded packaging, clean labeling, and clear tracking — is rising. Choosing the right suppliers for shoes is therefore less about finding the cheapest option and more about building a logistics backbone that protects margins and customer loyalty.
Local Warehouses vs. Overseas Suppliers
One of the first strategic choices is deciding between overseas suppliers, often based in China, and domestic warehouses located in the target market (such as the United States or Europe).
- Overseas suppliers usually offer broader SKU variety and lower base costs. For fashion-driven shoes like trendy sneakers or seasonal sandals, overseas sourcing makes sense because of the speed at which factories can replicate popular designs. The tradeoff is longer shipping times and higher risks of inconsistent sizing.
- Local warehouses offer shorter delivery windows, often within 3–7 days. They are better suited for high-return categories such as boots or comfort footwear, where customer patience is limited and quality expectations are high. However, local inventory means higher upfront commitments or higher supplier fees, which eats into margins if order volume is unpredictable.
In practice, many successful shoe dropshippers adopt a hybrid model: testing new SKUs through overseas partners, and then transferring proven winners to local warehouses once sales stabilize.
Quality Control: Preventing Costly Returns
Returns are the single largest hidden cost in shoe dropshipping. Poor stitching, thin soles, or inaccurate sizing can turn an initially profitable product into a loss-making liability. Suppliers that invest in quality control are not just a convenience — they are an insurance policy.
Evaluating supplier quality involves more than looking at glossy catalog photos. A professional dropshipper will:
- Order multiple test pairs in different sizes to check consistency.
- Evaluate packaging for damage protection and presentation.
- Assess material durability after short-term wear tests.
Suppliers who agree to maintain standardized size charts and provide real product images, rather than stock visuals, dramatically reduce customer dissatisfaction. Where online reviews spread instantly, this kind of diligence separates sustainable stores from short-lived experiments.
Branded and White-Label Packaging
In fashion, presentation matters almost as much as the product itself. A no-name box with generic tape signals cheapness and erodes the perception of value. On the other hand, custom or at least neutral white-label packaging allows the store owner to build brand equity even without manufacturing shoes themselves.
Many suppliers now offer low minimum order quantities for branded packaging — from printed shoe boxes to stickers and thank-you cards. While these add modest costs, they often boost customer lifetime value. A customer who receives a pair of well-presented sneakers is more likely to recommend the store and return for another purchase.
Dropshippers who ignore packaging leave money on the table, because in footwear, unboxing is part of the customer experience.
Shipping Speeds and Carrier Reliability
Logistics timelines can make or break profitability in the shoe category. Unlike impulse purchases of low-cost gadgets, shoes are often bought for specific upcoming events — a trip, a season change, or even a fitness commitment. Long delays lead not just to refunds but to negative brand associations.
Suppliers should therefore be vetted on two fronts: actual shipping timelines and consistency. It is one thing for a supplier to promise 10-day delivery; it is another for them to maintain that performance across hundreds of orders. Dropshippers should ask for real tracking history from recent shipments and monitor carrier reliability in target regions.
In some markets, local courier partnerships provide faster last-mile delivery, which can reduce cart abandonment rates when displayed transparently at checkout.
Supplier Communication and Flexibility
Shoes come with added complexity compared to other products: size variants, color options, seasonal restocks, and higher return flows. That means communication speed between store owner and supplier is critical. A good supplier responds quickly to stock queries, provides early alerts on inventory shortages, and offers flexible solutions for partial shipments or exchanges.
In contrast, unresponsive suppliers lead to broken promises on delivery times and leave store owners scrambling to resolve customer complaints. Where consumer patience is minimal, a slow communication chain directly translates into lost revenue.
Evaluating Supplier Platforms
Not all suppliers are independent factories. Some operate through global platforms like AliExpress, ScaleOrder Dropshipping, or Spocket, which aggregate multiple warehouses. These platforms offer advantages like order automation and buyer protection, but they also carry risks of oversaturation, since many competitors source from the same catalogs.
Meanwhile, smaller specialized footwear suppliers may provide better quality and exclusivity but require more manual negotiation. The best choice often depends on a store’s stage of growth. Beginners benefit from the automation of large platforms, while scaling businesses can justify direct relationships with niche factories or wholesalers.
Risk Management: Backup Suppliers and Redundancy
Shoes are a high-churn market, and suppliers can run out of stock during peak demand, especially for viral products. Smart dropshippers always maintain backup suppliers for their top-selling SKUs. This redundancy prevents a sudden disruption from wiping out weeks of ad spend and customer trust.
Additionally, having secondary suppliers enables better negotiation power on pricing and fulfillment speed. As supply chains remain vulnerable to global disruptions, redundancy is not optional — it is strategic risk management.
Profitability Beyond Unit Cost
It is easy to be lured by a supplier offering sneakers at $12 a pair. But profitability is not determined solely by unit price. Shipping fees, return handling, packaging, and customer service costs all contribute to the real landed cost of goods.
Dropshippers must calculate margins with a full cost-of-delivery model. For example, a $12 sneaker with $8 shipping and a 10% return rate may be less profitable than a $20 comfort shoe from a domestic warehouse with faster delivery and fewer returns. Supplier evaluation should therefore be framed as a profit analysis, not a sticker-price comparison.
Cut Returns for Dropshipped Shoes: Size Guides, AR Fit Tech & Policies That Work
In most e-commerce categories, returns are an inconvenience. In footwear, they can be catastrophic. Studies consistently show that shoes have one of the highest online return rates, often exceeding 30%, largely because customers cannot try them on before purchase. For a dropshipping business — where margins are already slim and logistics less forgiving — high returns can quickly wipe out profitability.
Yet, returns are not inevitable. By treating sizing and fit as part of the customer experience, rather than an afterthought, dropshippers can significantly lower return rates, preserve margins, and build trust. The key lies in combining clear size guides, technology-assisted fit tools, and return policies that balance customer reassurance with business sustainability.
Why Shoe Returns Are So Frequent
The reasons behind footwear returns are straightforward but critical to understand:
- Sizing inconsistency: Different regions and brands use different sizing systems, leading to confusion.
- Comfort expectations: A shoe may fit but still feel uncomfortable due to material or design.
- Style mismatch: Online photos may not capture true color or proportions, causing buyer disappointment.
- Event-driven urgency: Customers often buy shoes for a specific occasion. If delivery is late or fit is wrong, returns are almost guaranteed.
Dropshippers cannot control every factor, but they can remove friction from the sizing and fit process. Doing so reduces return rates and increases conversion rates simultaneously.
The Role of Accurate Size Guides
A detailed, visually clear size guide is the simplest and most effective way to reduce returns. Many stores settle for a generic chart, but this ignores the complexity of shoe sizing across regions. A US women’s size 8 is not identical to an EU 39 or a UK 6, and suppliers often use their own interpretations.
The most effective size guides go beyond numbers. They include:
- Measurement instructions (e.g., how to measure foot length at home).
- Conversion tables across US, EU, UK, and Asian sizing.
- Visual diagrams that help customers match their foot length to the closest available size.
Some dropshippers even provide product-specific size notes such as “runs small, order half a size up.” This level of transparency, while modest in effort, prevents mismatches that would otherwise result in costly returns.
Leveraging Technology: AR and AI Fit Tools
The frontier of reducing returns lies in technology. Augmented reality (AR) apps allow customers to virtually try on shoes using their smartphone camera. While not perfect, these tools help users visualize how a sneaker might look on their foot, reducing style-driven disappointment.
Meanwhile, AI-driven size recommendation engines analyze past purchase and return data to suggest the most likely correct size. Some platforms integrate with body measurement apps or wearable data, cross-referencing foot length, width, and even gait patterns. For dropshippers, these technologies are often available through third-party plugins that integrate into Shopify or WooCommerce stores.
The benefit is twofold: customers gain confidence before purchase, and stores reduce returns without discouraging conversions.
Photography and Product Presentation
Sizing and fit issues are exacerbated when product photography is misleading. Overly edited images or unrealistic lighting create a gap between expectation and reality. For dropshippers who rely on supplier photos, this is a major risk.
The solution is to invest in original content. Ordering samples and producing authentic lifestyle images gives customers a realistic view of shape, color, and scale. Including side-by-side comparisons or customer-generated photos also improves trust. The closer the online representation is to the real product, the fewer style-driven returns occur.
The Psychology of Returns: Policies That Convert
Many dropshippers fear that offering easy returns will encourage abuse. In practice, the opposite is often true. Transparent and fair return policies reduce hesitation at checkout, leading to higher conversion rates. Customers are more willing to buy when they know they can return — but fewer actually do when the sizing guidance is accurate.
The most effective return policies balance customer friendliness with sustainability. For example, offering free returns on first-time orders builds trust, while charging a modest restocking fee for subsequent returns discourages excessive use. Clear timelines (such as a 30-day window) also provide structure without creating friction.
Some dropshippers experiment with partial refunds instead of returns, especially for low-cost shoes. For instance, refunding 30–50% of the order and allowing the customer to keep the shoes can sometimes be cheaper than handling reverse logistics.
Returns as a Data Source
Instead of viewing returns solely as a cost center, smart operators treat them as a learning mechanism. Every return contains data on customer expectations, product quality, or supplier reliability.
Tracking return reasons at scale reveals patterns: perhaps one supplier consistently ships smaller-than-standard sizes, or a particular style attracts higher dissatisfaction. Armed with this data, dropshippers can either adjust product descriptions, renegotiate with suppliers, or discontinue problematic SKUs.
This data feedback loop gradually improves overall store performance, reducing returns over time while boosting customer satisfaction.
Global Considerations in Sizing
Dropshipping shoes across international markets introduces an additional layer of complexity. Customers in Asia may prefer narrower fits, while European buyers expect more standardized sizing. Ignoring these cultural and physical differences leads to frustration and higher return rates.
The solution is localization. Stores targeting multiple regions should provide region-specific size guides, translated into local languages, and supported by local imagery. Some advanced dropshippers even create separate product pages for each region, ensuring that sizing recommendations are tailored to cultural expectations.
Return Logistics: Choosing the Right Model
Handling returns efficiently is just as important as preventing them. Dropshippers have several models:
- Return to supplier: Often impractical for overseas suppliers due to high shipping costs.
- Return to local warehouse: More customer-friendly, but requires maintaining storage infrastructure.
- Refund without return: Useful for low-cost shoes where return shipping exceeds product value.
Many dropshippers partner with third-party logistics (3PL) providers that consolidate returns locally, inspect them, and decide whether items can be resold or should be written off. This model reduces waste and preserves margins.
Marketing Dropshipped Shoes: Short-Form Content, UGC & Influencer Funnels That Convert
When people think of dropshipping shoes, they often obsess over suppliers, margins, and returns. While those are crucial, the ultimate determinant of success is not logistics but customer acquisition. Ad costs continue to rise, and the competition for attention is relentless. Shoes, however, offer a unique advantage: they are visual, aspirational, and culturally resonant. A shoe can represent style, lifestyle, or even belonging to a trend.
That makes footwear a perfect candidate for creative-driven marketing channels such as TikTok, Instagram Reels, and YouTube Shorts. Yet most dropshippers still rely on static ads or recycled supplier images, a strategy that rarely delivers profitable campaigns. The winners in 2025 will be those who adopt short-form content, user-generated content (UGC), and influencer partnerships as systematic acquisition funnels, not random experiments.
Why Shoes Fit Perfectly into Short-Form Content
Shoes sell through visual storytelling. A well-shot 15-second clip of someone unboxing, trying on, and walking in a pair of sneakers conveys far more than a static product page. The product itself becomes the ad, and when combined with trending audio or relatable skits, it taps directly into consumer psychology.
Short-form content also aligns with the way customers discover new styles. Most viral shoe trends in the past two years — from platform sneakers to minimalist slip-ons — started on TikTok or Instagram rather than traditional retail advertising. The combination of aspirational styling and quick repeat exposure makes short-form content the most effective distribution format for footwear today.
User-Generated Content (UGC) as Social Proof
Unlike generic supplier photos, UGC provides authenticity. Customers trust content that looks like it was filmed by real people in everyday settings. A 20-second TikTok of someone pairing comfort sandals with casual outfits often drives more conversions than polished studio ads.
Dropshippers can leverage UGC in two ways. First, by incentivizing existing customers to post reviews or unboxings in exchange for discounts. Second, by hiring freelance UGC creators who specialize in making short-form content for brands. Platforms now exist that connect dropshippers directly with micro-creators, producing dozens of authentic videos at a fraction of traditional ad production costs.
The strength of UGC is not just in conversions but in reducing ad fatigue. Instead of recycling the same polished video, stores can rotate dozens of UGC variants, keeping campaigns fresh and algorithm-friendly.
Influencer Marketing: Beyond Vanity Metrics
Influencers remain a powerful acquisition tool, but in dropshipping, the goal is not brand awareness alone. The focus should be on measurable funnels that convert viewers into buyers. Micro-influencers — creators with 10,000 to 100,000 followers — often outperform larger accounts because their audiences perceive them as authentic and niche-specific.
For shoes, influencers who focus on fashion, fitness, or lifestyle are ideal. A fitness creator showcasing breathable running sneakers or a fashion blogger styling boots across different outfits delivers targeted exposure. The most effective partnerships include affiliate arrangements or trackable discount codes, ensuring that marketing spend translates into direct sales.
Building Funnels, Not One-Off Ads
Many dropshippers approach marketing as a series of random experiments: test one video, run one influencer campaign, and hope something sticks. The more sustainable model is to design a structured funnel.
At the top of the funnel, viral-style short-form content attracts broad attention — quick skits, trending audio, or lifestyle showcases. At the middle, retargeting campaigns present UGC reviews, side-by-side comparisons, or limited-time offers. At the bottom, personalized email or SMS sequences close the sale, often by emphasizing sizing guidance, shipping speed, or easy returns.
By thinking in funnels, dropshippers stop relying on luck and start engineering consistent conversion paths.
Creative Angles That Work in Footwear
Marketing shoes successfully is less about technical features and more about framing. The same sneaker can be sold as:
- A fashion statement (“The minimalist sneaker everyone is styling this summer”).
- A comfort upgrade (“All-day wear without sore feet”).
- A lifestyle solution (“Perfect travel shoe — light, foldable, versatile”).
Each angle appeals to different demographics. Dropshippers who test multiple creative frames discover not only which ads work, but also which customer segments are most responsive. This knowledge feeds back into product selection and store positioning, creating a reinforcing growth loop.
The Economics of Shoe Marketing
Shoe marketing requires balancing customer acquisition cost (CAC) against average order value (AOV). Unlike high-ticket electronics, shoes usually fall in the $30–$70 range, which limits how much can be spent on ads per customer. That’s why efficient creative — content that drives high click-through rates and low cost-per-click — is essential.
Bundling strategies can improve unit economics. Offering discounts on second pairs or packaging shoes with complementary products like socks raises AOV, giving marketers more room to scale ad spend profitably. Without this kind of margin protection, even strong creatives may fail to sustain profitability at scale.
Email and Retention: Extending Lifetime Value
Acquisition is expensive; retention is cheap. Once a customer buys a pair of shoes, they are a natural candidate for upsells or seasonal offers. Email campaigns can introduce them to matching footwear for different occasions, while SMS alerts can notify them of flash sales or restocks.
In footwear, retention also thrives on trust. If a customer feels confident that your sizing guides and delivery times are reliable, they are more likely to return for another purchase. This is why marketing cannot be siloed from operations — poor fulfillment undermines every dollar spent on ads.
Case for Paid Ads vs. Organic Reach
Organic virality is powerful but unpredictable. Paid ads, by contrast, deliver scalable and predictable reach, provided creative is strong. The most resilient dropshippers combine the two: seeding content organically on TikTok or Instagram, then amplifying top performers with paid spend. This hybrid approach minimizes wasted budget and maximizes ROI.
Shoes, being highly visual and impulse-friendly, often benefit from this cycle. A single viral video can provide weeks of profitable ad material when boosted strategically.
Why Customer Experience Defines Success in Dropshipping Shoes
When entrepreneurs talk about scaling a dropshipping business, the conversation usually revolves around finding cheaper suppliers, automating operations, or running aggressive ad campaigns. But there’s one element that consistently separates thriving dropshipping shoe stores from the rest: customer experience. Unlike electronics or home gadgets, shoes are personal items. Customers don’t just buy them; they wear them daily, judge their comfort, and use them to express identity. That makes the way you manage the post-purchase journey even more critical.
Trust as the Foundation of Retention
One of the greatest challenges in dropshipping is trust. Shoppers often worry whether the shoes will match the photos, arrive on time, or hold up after a few weeks of wear. A single negative review about delays or poor quality can echo loudly across social platforms. By investing in clear communication—sending order confirmations, providing accurate tracking updates, and proactively addressing delays—you build a sense of reliability. In an industry where products can look similar across dozens of stores, trust is what keeps a customer from drifting to the competition.
Handling Returns as an Opportunity, Not a Loss
Shoe returns are notoriously high in e-commerce, often due to sizing issues. Many dropshippers see returns as a cost to be minimized, but in reality, they’re an opportunity to differentiate. A transparent return policy, combined with quick resolutions, can convert a frustrated shopper into a loyal customer. In fact, consumers who have had a positive return experience are statistically more likely to repurchase. When dropshippers treat returns as part of the customer experience strategy rather than a nuisance, they set themselves up for repeat revenue.
Customer Service as a Brand Builder
Shoes, unlike generic products, are tied closely to identity. When buyers have questions about fit, materials, or styling, they expect human-like answers, not canned responses. Dropshippers who take customer service seriously—through chat support, well-trained assistants, or even AI-driven personalization—create an emotional bridge with their audience. This interaction becomes a brand asset, where shoppers feel cared for rather than processed through a sales funnel.
In practice, this means not only answering queries but anticipating them. A FAQ page on sizing, material care, and shipping timelines reduces friction and increases buyer confidence. It also shows professionalism, which is often missing in low-effort dropshipping operations.
The Ripple Effect of Reviews and Word of Mouth
In the shoe niche, where aesthetics matter, reviews carry disproportionate weight. A picture of a customer wearing their new sneakers or boots is far more persuasive than a polished product photo. Encouraging customers to share their experiences—through review incentives, hashtags, or loyalty points—does more than boost credibility. It creates a feedback loop where positive experiences fuel more sales, which in turn fund better customer service infrastructure.
On the flip side, negative experiences spread quickly. This makes proactive damage control vital. Offering partial refunds, replacements, or even personal apologies can prevent small issues from escalating into public complaints that harm brand perception.
Experience as a Competitive Moat
With thousands of dropshippers selling similar shoes, the battlefield isn’t always product quality or price—it’s the buyer’s journey. Fast responses, transparent policies, and smooth post-purchase communication are harder to replicate than listing a trendy sneaker. Over time, these practices create a moat that makes your store more resilient to new competitors. In the crowded dropshipping shoe market, experience becomes a strategy, not just a side consideration.
The temptation in dropshipping is to focus only on the next sale. But when it comes to shoes, the customer journey doesn’t end at checkout; it begins there. A well-crafted experience—marked by trust, service, and empathy—turns one-time buyers into long-term advocates. In a business model often criticized for being transactional, customer experience is the path to building something lasting.
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