show episodes
 
Do you want actionable advice from the best and brightest eCommerce & D2C professionals? Customers Who Click presents D2C eCommerce specific advice to keep your customers clicking. In each episode, you’ll learn from experts sharing tools, success stories and insights on how to grow your eCommerce business. Will Laurenson interviews marketing leaders, from companies such as Fiverr, Virgin Pure, and Jellyfish Group, to help you understand the complete customer journey, their expectations and w ...
 
Welcome to The Ecommerce Insights Show, brought to you by The Good! This weekly podcast gives ecommerce leaders specific, actionable advice for accelerating the growth of their business without pulling their hair out or making sacrifices in other areas. Our team of Conversion Rate Optimization (CRO) consultants has been helping global brands like Adobe, Xerox, and The Economist accelerate their growth for more than a decade – and now we’re leveraging all of those relationships and experience ...
 
Award-winning radio presenter Sam Sethi talks with some of the most brilliant entrepreneurs about their career highlights and current startup. He brings his lifelong passion for all things business & tech to his podcast and asks the key questions you'd ask, all in his fun, relaxed, informative and always entertaining style. Join Sam and his guests live every Wednesday on Marlow FM (97.5) at 2pm (GMT) You can listen online at marlowfm.co.uk or just ask your smart speaker to 'Play Marlow FM’. ...
 
As Far As We Know, hosted by Brain+Trust's Tracy Arrington and Tim Hayden, provides thought-provoking discussion with remarkable guests around the power of data, leadership and culture in our volatile business world. Each episode presents compelling perspectives from the most provocative arenas of media, commerce, academia, technology and science. Tracy and Tim provide key insights and guidance to embrace today's opportunities and confidently respond to change.
 
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show series
 
In this episode of The Ecommerce Insights Show, we sit down with Lisa Popovici. Lisa is a Med School graduate turned to tech and the Co-founder of Cartloop, a conversational SMS marketing app for ecommerce brands. We talk about the benefits of SMS marketing as a long term investment to improve customer experiences. In this episode, you'll learn abo…
 
In episode 93 of the Customers Who Click podcast, I had a fantastic chat with Asad Hamir about how DTC brands can use content marketing to grow. I’ve noticed that DTC brands have this tendency to hide their blog somewhere in the footer of their website and never speak of it again. Why though? Content marketing is an amazing way to engage your custo…
 
In this episode of The Ecommerce Insights Show, we sit down with Nikki Elbaz. Dubbed “the Queen of Emails” by many, Nikki is the copywriter behind emails for brands like Shopify Plus, Resident Home, Four Sigmatic, and more. She was previously the Head of Email for the Copyhackers Agency, her micro-agency helps SaaS and ecommmerce brands hit that el…
 
92. Give your customers what they want and watch your sales grow “The number one driver of growth is always sales. And the number one way of getting more sales is to drive the customer behaviours that equate to sales.” “You can't take the mindset that says, well, it's worked for the last 10 years. So we should just keep doing what we're doing. That…
 
In this episode of The Ecommerce Insights Show, we sit down with Beth Esponnette, Co-founder of unspun, a fashion tech company paving the way to personalized fashion. Beth was previously a professor of product design at the University of Oregon and has a background in fashion, manufacturing and design. We talk about how the company tackles wasteful…
 
“...It's like having a conversation when you walk into any store, and you're going to buy something, people are asking you questions to figure out what it is you're looking to achieve. So, when we write content, we'll do it in a conversational tone, and we'll think from the standpoint of what are our customers’ biggest needs.” In episode 91 of the …
 
In this episode of The Ecommerce Insights Show, we sit down with Dylan Kelley, Founder and CEO of Wavebreak, a boutique agency specializing in SMS and email marketing. We talk about the right way ecommerce brands should use email and SMS marketing. We also dive into brand building, email marketing segmentation and personalization with real examples…
 
"Obviously managing...and getting those people...face-to-face is another challenge, and that does take time. But as I say,...don't put too much pressure on yourself. Just do one...a week…[It is] very cost-effective as well." In episode 90 of the Customers Who Click podcast, I had an insightful conversation with Simon Clark, head of CRO at Evolved S…
 
In this episode of The Ecommerce Insights Show, we sat down with Joanne Coffey, Head of Retention at Aisling Organic Cosmetics who is a data-driven email and SMS marketer. We talk about customer retention strategies and how they can help maximize growth for Direct-to-Consumer businesses. In this episode, you'll learn about: What is the relationship…
 
"The opportunity to turn anything into a feel-good purchase is a really great thing to do for a shopper, because I think also that the next following things is okay, not only how you help the shopper buy right now, the thing that they're looking for, but also then how do you create an ongoing interaction with them." It's one thing to have one-time …
 
In this episode of The Ecommerce Insights Show, we interview Chase Dimond, Co-founder of Boundless Labs, and a top ecommerce email marketer who to-date has sent over 1 billion emails resulting in $75+ million in email attributable revenue. During the interview, we cover topics like: What are the most common mistakes and misconceptions about email m…
 
"The more transparent you can be about…what's going on,...the better that expense will be from the customer standpoint" In episode 88 of the Customers Who Click podcast, I had a wonderful chat with Chris Manderino, Co-Founder and CEO of Lyfe Fuel, a plant-based company producing organic nutritional supplements for a healthy lifestyle. In this conve…
 
In this episode of The Ecommerce Insights Show, we interviewed Erik Jacobson, CEO and founder of Lemonpie, a podcast PR and production agency that helps brands grow through podcasting. During the episode, we cover topics like: On-demand audio is changing and how it is affecting the media landscape How does a business benefit from having a podcast W…
 
"So, giving them that flexibility, while it might sound counterintuitive to make it really easy for them to cancel or be able to pause the shipment, data actually shows that it increases the lifetime value by twenty to thirty percent of that customer" Email and SMS marketing are powerful tools for brands to get to know their customers. SMS, particu…
 
"The good news is long-term SEO… is a lot more profitable. Advertising is only gonna get more expensive, and in [the] long term, you don't have to keep investing the same amount [in SEO]." With customer acquisition costs on the rise, your ads have a target on their back. They have to be precisely accurate, like a laser. If you don’t nail your targe…
 
"When things work on [one] brand, don't work on another brand, you at least know you're putting your best foot forward when you are testing or you're building a new site and it gives you a confidence with some foundation" A low conversion rate makes D2C brands try new things. Trying new things is good; it’s at the heart of growth marketing. You won…
 
"... A whole PhD thesis on discounting strategies and the psychological implications of that. So, it can be a drug as a brand … we know it's going to drive conversions, whether it's going to bring you the right type of customers that's for every brand to experiment with" Most brands selling their product online know how affiliate marketing works. T…
 
"My point here is every single dollar matters when you're selling your business and everybody's going to exit their business someday, so you pay attention to those little details.’’ If you want to exit an online D2C business, you can’t just start pitching to VCs. There’s got to be a method to your madness! No matter how promising your industry migh…
 
"The foundation needs to be set properly and the foundation [that] comes up organically when Facebook and … other platforms. The only thing left is how you are able to reach your customers off of these platforms. So … we focus very heavily on these native platforms like TikTok, Snapchat, YouTube shorts, and Pinterest - these four platforms that typ…
 
"You've got to understand what you need to throw the money up, to get the best results. There's no guarantee it’ll work but having insights that you can glean from all this data is and being smart is making sure that you have the best chance of succeeding!" In episode 81 of the Customers Who Click podcast, I had a profound conversation with Christo…
 
"As a business owner, you put your blood, sweat, and tears in your business. It's so easy to be super defensive about your product or your service. It's really important to remember that they don't care about that. They just care about figuring out whatever their issue is." In episode 80 of the Customers Who Click podcast, I had an invigorating cha…
 
"The future of CX is viewing it as a marketing channel. And obviously allocating spend towards it and letting the voice of the customer be part of all these decisions" In episode 79 of the Customers Who Click podcast, I had a fantastic chat with Eli Weiss, Director of Customer Experience at OLIPOP, a deliciously refreshing tonic with prebiotics, bo…
 
In this episode of The Ecommerce Insights Show, we got together with Rishi Rawat of Frictionless Commerce to talk about all things product detail pages. He and his team help ecommerce brands improve their product page conversion rate by 20% in 90 days. With over a decade of experience in the laser-focused world of ecommerce product page design, Ris…
 
"There is something to be said about raw and organic content and it tends to resonate with exactly who you're targeting because you're using your target audience to communicate what they love about it." In episode 78 of the Customers Who Click podcast, I had an invigorating chat about UGC (User Generated Content) with very talented Saunder Schroede…
 
"Massive campaigns that you run where everything is red tape and making sure that we say exactly the right thing. That's not where your brand is built. Your brand is being built with that user that posts a picture ... on a boat." In episode 77 of the Customers Who Click podcast, I talked about various ways to use micro-influencer-generated content …
 
"Personalization.. [is] only going to get more important and the customer expectations are only going to get bigger. [It’s] where the opportunity lies [for] a lot of marketers" In episode 76 of the Customers Who Click podcast, I talked to Gen Furukawa of Prehook about the power of marketing quizzes, what kind of data we can collect from quizzes, ho…
 
"You would want to be in line with an affiliate that is of [the] same mindset because they're gonna have a following of people… that are in line with who you think your ideal customer is." In episode 75 of the Customers Who Click podcast, I sat down with Arlen Robinson to discuss what affiliate marketing is and how it relates to influencer marketin…
 
"When they look at their direct performance on YouTube, they go ‘this doesn't work’. But then you'd say, ‘well, what is the direct performance of that TV advert?’" In episode 74 of the Customers Who Click podcast, I had an invigorating chat with Jeremy Gillespie about how to make YouTube ads work for your eCommerce brand and what are the pitfalls t…
 
“When first-party data is combined with third-party data about a users’ environment, it will give your marketing team... superpowers.” In episode 73 of the Customers Who Click podcast, I had a great chat with Daniel McGaw about building your marketing tech stack, how to use data to help your customers in the best possible way, and why pro-privacy l…
 
"Having a poor brand image or product experience and expecting your referral program to make customers forget those... is a big mistake." In episode 72 of the Customers Who Click podcast, I interview Raúl Galera, Chief Advocate at ReferralCandy about referral marketing and how you can run a successful referral program. Online stores can use their e…
 
"All these elements of influence work throughout the ages, across platforms across categories, it doesn't matter what you're doing." In episode 71 of the Customers Who Click podcast, I had a great chat with Shaahin Cheyene about influence and how to convince people to buy from you online. The language needed to influence someone at the end of the s…
 
In episode 70 of the Customers Who Click podcast, I had a fantastic chat with Katharine Biggs about shipping and post-purchase experience. Post-purchase experience… is not something many DTC brands take seriously - or so it seems to me. As soon as the order confirmation is sent to the customer, many ecommerce stores go radio silent (out of 150 UK’s…
 
In episode 69 of the Customers Who Click podcast, we dive into the dreaded world of the iOS update with Shane Austrie. The iOS 14.5 update shook marketers and brands to the core. With Apple users now being asked whether they allow apps to track their data, many simply have been opting out because they can. And, because of all the bad press about da…
 
In episode 68 of the Customers Who Click podcast, I’m diving into email marketing deliverability and inbox placement with Adrian Savage. Deliverability and inbox placement: two most important things you should be considering when it comes to tracking your email’s performance. Far too often I see companies just doing a basic email setup, and then bl…
 
In episode 67 of the Customers Who Click podcast, I’m joined by Tyler Sullivan to talk about email marketing that converts. The recent iOS privacy update sparked controversy amongst DTC founders and marketers since tracking open rates is almost impossible now. But, let’s be honest: assessing an email’s performance by the number of users who opened …
 
In episode 66 of the Customers Who Click podcast, I had a great chat with Chase Clymer about optimising DTC brands for growth. It must be frustrating to hit that $1 million in revenue and get stuck there. You’ve worked hard to build your business and hitting that mark feels pretty amazing but you know your store could be making $10 million, easily.…
 
In episode 65 of the Customers Who Click podcast, I had a great chat with George Barnett Reid about selling on Amazon. I know people on both sides of the fence on this. Some insist that selling through Amazon just cannibalises your business and makes data collection really difficult, and others will argue that it’s an incredibly powerful way of acq…
 
In episode 64 of the Customers Who Click podcast, I had fun chatting to Jon Ivanco about the need for collecting better data from customers. So forget asking for *just* their name & email address - we’re talking data on exactly what the customer is looking for, and when they’re looking to buy it. Those are the two pieces of information you’ll need …
 
In episode 63 of the Customers Who Click podcast, I had the pleasure of chatting to Corey Haines about swipe files. If you don’t yet have a swipe file… You need to change it ASAP. If you see a decent landing page, you can save it for future reference. A great email campaign from your favourite brand? You guessed it - you can keep it for inspiration…
 
In episode 62 of the Customers Who Click podcast, I had a fantastic chat with Lisa Popovici about building customer relationships using SMS marketing. SMS marketing is the customer relationship channel. Intimate, personal and highly efficient, it enables brands to scale their customer relationships, while driving revenue like no other channel. I kn…
 
In episode 61 of the Customers Who Click podcast, I had a great chat with Joseph Wilkis about how to create engaging, and funny videos for your advertising campaigns. I mean, who doesn’t like funny videos? I challenge you to go on YouTube and not watch at least one that popped up in your recommendations… But if you’ve been trying to create somethin…
 
In episode 60 of the Customers Who Click podcast, I had the pleasure of speaking to James Denker about unified commerce. Departmental Silos are a problem many organizations are struggling with today, but ultimately, the biggest victim in this is always the customer and their shopping experience. The most common example of this I see today is sendin…
 
In episode 59 of the Customers Who Click podcast, I had a fantastic time chatting to Dun Burcaw about subscriptions. We’re seeing subscriptions pop up everywhere for everything these days, from everyday household items to self-care products, magazines, newspapers, music, video, sports; there isn’t much that can’t be covered by a subscription. And d…
 
In episode 58 of the Customers Who Click podcast, I had a great conversation with Derric Haynie about tech stacks, and how to pick new tools to add to your business. Tech stacks are a wonderful thing but you know what they say - too much of a good thing.... I can see how tempting all these new shiny apps are, I too get excited about new plugins and…
 
In episode 57 of the Customers Who Click podcast, I was joined by Robert Rand to talk about site speed. Site speed is one of the core factors that influence customer experience and in turn, conversion rates. Trust me when I say that customers won’t sit around waiting while your website loads for too long - they’ll bounce in no time, already searchi…
 
In episode 56 of the Customers Who Click podcast, I had a great chat with Mike Rhodes about PPC and the Profit Curve. PPC is not the same as it was 5 years ago; it’s one of those areas in digital marketing that just never stops evolving. One thing that has never changed, however, is people desperately trying to pay less and less for each lead. It w…
 
In episode 55 of the Customers Who Click podcast, I had the pleasure of speaking to Joris Bryon about conversion rate optimisation. If you’ve been following me on LinkedIn for a while now, you know how important CRO is to me. When done right, it will absolutely make DTC brands more efficient, sustainable, and profitable. If, however, it’s treated a…
 
In episode 54 of the Customers Who Click podcast, I spoke with Jon Halley about the importance of first-party data. 1st party data is so hot right now. With data-related issues around the death of third-party cookies and iOS14 updates, many brands are scrambling for an alternative and are rediscovering first-party data and how to make the most out …
 
In episode 53 of the Customers Who Click podcast, I had a fantastic chat with Kenda Macdonald about buyer’s psychology and customer journey. I know I keep saying this, but here it goes anyway: hacks, tricks and trends come and go but truly understanding your customers and what makes them click is priceless. Consumers today are aware and savvy; they…
 
When a prospective client decided not to sign on with us, it's often because they have decided to tackle the "quick fixes" or "low hanging fruit" on their own, and then come back to work with us on the more complicated issues. While this can save you money in the short-term, it often ends up holding your business back and, in some cases, causing mo…
 
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