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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 ...
Today’s consumers demand frictionless experiences in everything from smooth connections between digital and physical channels, to fulfillment, all the way to a speedy checkout and return process. With technology serving as the engine that powers these engagements, retail IT leaders play a critical role in delivering on those demands. Learn how you can reduce friction at your organization by listening to our 6-part podcast series, “Achieving Frictionless Commerce” with our host, a technology ...
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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Enhancing the Customer Experience with Automation
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Rytis Lauris, CEO and co-founder of Omnisend, joined the podcast to discuss why email is so important for business growth. He explained that the key to getting customers clicking is sending relevant promotional messages when they expect them and automating campaigns based on customer behavior rather than demographics. The conversation then shifted …
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How to Run a High Value Email Program in 2023
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This week I welcome Adam Kitchen back to the podcast, Adam joined me for one of the first episodes to talk about the essentials in marketing automation, and today we’re going to talk about whats important in 2023, and what really is the key to a good CRM program in 2023.By Will Laurenson
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Standing Out in the Market: Tips from Matt Kelly
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Matt Kelly is the founder of Space Goods, a successful e-commerce brand. He has been involved in e-commerce for seven years and has created several successful brands, such as Midnight City and Neon Beach. In this podcast conversation, Matt discusses the launch of his latest products including Rainbow Dust, the product is a mushroom-based supplement…
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Optimizing Conversion Rates: Strategies for Success
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55:33
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Shiva Manjunath, a senior strategist at Speero, joined Will for a conversation about conversion rate optimization (CRO). Shiva discussed the big myths and mistakes brands face in CRO as well as what they need to be focusing on. He shared his own experiences with testing and optimization - from his coffee setup to training his dog - emphasizing the …
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Crafting Effective Email Flows for E-Commerce Brands
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This podcast episode focuses on email marketing and how to use customer research to optimise it. The guest, Hannah Lipschitz, has a background in copywriting and marketing and specializes in helping e-commerce brands develop their email marketing strategy. The key to getting customers to click is having the customer journey in mind when crafting em…
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Crafting a Personalized Online Shopping Experience
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Eric Melchor, the Partnership and Personalisation Ambassador at OptiMonk, a website optimization platform for e-commerce companies, was featured in this podcast conversation. The discussion focused on Conversion Rate Optimization (CRO) and how it can be used to get customers to click on a website. It was highlighted that many companies try to get c…
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Unlocking the Power of Video for Increased Conversion Rates
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In today's digital world, video content is an essential tool for businesses looking to engage customers and increase conversion rates. Video content can be used to personalize the customer journey, provide a more immersive experience, and ultimately drive conversions. Here are some tips on how to use video content to personalize the customer journe…
This podcast conversation featured Laura Bull, Digital Marketing Manager at Gusto. She discussed the messaging used to drive sales for Gusto, a recipe box delivery service. It was noted that the messaging used to get people interested in the product is different from what drives them to purchase it. Usability, anxiety and motivation all play a role…
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How to Leverage Customer Feedback for Business Growth
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29:22
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Tray Brunner joined the podcast to discuss how customer feedback has helped him scale Bamboo Avenue, his DTC brand. Tray graduated college four years ago and got a job at Facebook, inspiring him to start his own business. To get customers clicking at Bamboo Avenue, Tray sends out Typeform surveys to learn why people are or aren't buying their produ…
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The Benefits of the 'Try Before You Buy' Model
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This podcast conversation discusses the "try before you buy" model and how it fits into the customer journey. Ben Davis, founder and CEO of Try Now, a platform that allows businesses to offer a try before you buy model to their customers, explains how this model eliminates the need for sampling or paying upfront. It is suggested that marketing mess…
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Disrupting a Billion Dollar Market with Shea Gerhardt
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Today Will is talking with Shea Gerhardt, Founder of Budderflys about how they're disrupting the multi-billion dollar earbud market. We'll be learning about how the industry currently innovates, where it's headed over the next 5-10 years, and how Budderflys is going to be disrupting that.By Will Laurenson
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Creating a Seamless Handoff from Website to Store
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As the world of e-commerce continues to grow, businesses are increasingly looking for ways to create a seamless customer experience. Wichita Furniture's Director of Ecommerce, Cale Ostby, has some tips on how to make sure your customers have a positive experience when shopping online. The first step in creating a seamless customer experience is to …
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Unlocking the Power of Subscriptions in Ecommerce
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Will and Matt discussed the topic of subscriptions in ecommerce brands. Matt Holman, co-founder of Qpilot, shared his insights on how brands should focus on providing content and solutions to customers' problems to get them clicking on subscriptions instead of just offering discounts. They discussed the benefits of predictable revenue for SaaS comp…
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Optimizing Conversion Rates in the Sofa Industry
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Will and James Robinson, the head of CRO at Sophology, discussed conversion rate optimisation for high ticket products. They discussed their experiences in user research, analytics, conversion optimization, and marketing, focusing on the importance of measuring the impact of changes made to improve conversions. They discussed a process of researchi…
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How Drew Wolgemuth is Successfully Bringing Jewellery Shopping Online
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Key highlights: 0:45 - Drew’s introduction 1:09 - The background of how Wove came about 04:22 - How Drew gets customers clicking 08:20 - Drew’s method for qualifying customers 10:21 - Managing the high touchpoint process 11:34 - What is so unique about Wove? 14:18 - How Wove do marketing 19:13 - The evolution of Wove’s design process 21:41 - Varyin…
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Data-Driven Ecommerce and Success on Amazon with James Gossling
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Key highlights: 0:46 - James’ introduction 04:17 - Business intelligence and making everyone a data analyst for better results 06:20 - Using data to manage your brand’s first impressions 11:27 - How to get customers clicking on Amazon 14:00 - The formula for Amazon 16:46 - Brand tools on Amazon 18:51 - How to approach getting on to new channels 21:…
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Conversion Rate Optimisation with Carl Weische
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40:56
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Key highlights: 0:51 - Carl’s introduction 02:08 - How Carl gets customers clicking 03:40- Introduction to CRO 06:07 - How to adjust your messaging style for your target audience 09:22 - How to use the decision-driving factors behind purchases to tailor the customer experience 11:40 - When social proof doesn’t work 17:48 - Seeing CRO as the driver …
Key highlights: 0:45 - Shri’s introduction 02:18 - How Shri gets customers clicking 04:24 - How to stand out on Google Shopping 08:48 - Two functions of the ‘Title’ on Google Shopping 11:35 - Keyword Stuffing - why it’s bad 16:44 - Why bounce rate is important 17:23 - Changes to Google’s algorithm in the last 12 months 20:13 - Performance Max: good…
Key highlights: 0:51 - Harry’s introduction 3:00 - How Harry keeps customers clicking 3:48 - Why marketers only focus on events up until conversion 07:34 - Seeing fulfillment as an opportunity to promote your brand identity 09:08 - Why spend money on packaging that gets thrown away? 10:31 - Catfishing in marketing 13:19: - The three tiers of packag…
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All About Dropshipping with Ben Knegendorf
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Key highlights: 0:09 - Ben’s introduction 0:52 - Getting customers clicking for high-ticket dropshipping 1:12 - What dropshipping is and how long it’s been around 3:17 - Targeting customers who are already looking for a specific product 04:09 - Why go for high-ticket dropshipping? 05:37 - Differences between dropshipping and ecommerce 07:46 - Blend…
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Behind the Launch of PaddleSmash with Scott and Tim
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51:33
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Key highlights: 0:49 - Intro to Scott & Tim 01:23 - What is PaddleSmash? 03:36 - Why PaddleSmash is taking off 06:04 - How the idea for PaddleSmash came about 11:43 - The difference between mass-market retailers and small D2C startups 16:11 - The strategy behind PaddleSmash’s launch 17:45 - How D2C ecommerce today shortens the cycle to get to marke…
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Augmented Reality in Advertising with Rich Watson
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43:19
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Key highlights: 0:51 - Rich’s introduction 02:12 - What are AR ads? 04:42 - The difference between AR and VR 07:06 - How brands can benefit from introducing AR 09:20 - Try before you buy 13:14 - Portal Filters 15:37 - The impact of AR on memory recall 16:36 - AR ads lower return rates 18:16 - Reducing customer anxiety with AR 19:38 - Case Study: in…
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Managing Subscription Models Effectively with Harvey Hodd
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44:09
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Key highlights: 0:10 - Harvey’s intro 1:03 - The catalyst for creating Blueprint 4:25 - Making the reorder process personalised, quick & easy 6:44 - Reordering for non-standard use cases 11:43 - The logic behind Relo 13:37 - Keeping customers subscribed 15:00 - Making subscriptions flexible 18:45 - Updating payment details 19:23 - Subscribe and Sav…
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Optimizing the Post-Purchase Journey with Blake Imperl
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Key highlights: 0:14 - Blake’s Introduction 0:50 - How to keep customers clicking post-purchase 09:49 - The importance of the tracking page 12:17 - Tailored communication 14:48 - Branded transactional emails & Privacy laws 19:52 - Swipe file of great transactional emails 20:47 - First time vs returning customers 28:10 - Getting Customer Feedback 36…
Key highlights: 0:10 - Jem’s Introduction 01:07 - The switch from UGC to AGC 02:56 - How the advertising landscape has changed since the pandemic 05:20 - What things are working well right now 07:03 - The importance of diversification 09:34 - TikTok vs Facebook 14:02 - Will CTRs on TikTok improve? 16:33 - Ad Creative Software 22:08 - The current pr…
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Squeezing Data out of Forms with Chad Reid - Jotform
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Key highlights: 0:10 - Chad’s Introduction 03:12 - How does Chad keep customers clicking on forms? 05:52 - Subtext is key, customers must understand why they’re providing data 08:31 - Why clarity is important. Provide instructions to your users 10:59 - Over-asking is a huge mistake. Only ask for the data you need 14:10 - But length of form isn’t th…
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How 88Vape Grew by Focusing on the Customer Experience
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Key highlights: 0:09 - Dean’s Introduction 03:08 - Why Vaping is such a tough industry 0405 - Being cheapest comes with its own problems 08:17 - Every customer counts when acquisition is tough 10:19 - Happy customers are valuable customers, 42k reviews says it all 14:35 - Filling out their product portfolio to compete 17:18 - Being number 1 on Goog…
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Engaging Customers with Fun Drunk Auntie Content
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47:43
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Key highlights: 0:10 - Katrina’s Introduction 01:25 - How to keep customers clicking with copy 01:50 - What people really click on 03:28 - Fun Drunk Auntie content 07:21 - Viral content that people want to engage with 10:00 - How to identify these opportunities 10:50 - Is copy really just about the words? 13:03 - The process behind creating good co…
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Why the Customer Experience is So Important to Kukoon Rugs
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Key highlights: 0:10 - Paul’s Introduction 03:39 - Why product reviews are so important 05:07 - Working with micro-influencers 07:08 - Customers do social cross checking to verify a business 11:43 - Connecting better with their online audience 17:35 - Always making sure website load speed is kept down 26:41 - Optimising for your traffic (mobile tra…
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Engaging Customers with Quality Video Content
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Key highlights: 02:32 - 10:23 - How Does Frost Keep Customers Clicking? - High quality, engaging content, to engage users in the long term instead of just trying to get that quick sale. Customers want to know that youre the right product for them, not just a little cheaper than the competition (or more expensive). Engaging video content allows you …
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Achieving Brand Consistency Before Trying to Scale
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50:50
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Key highlights: 11:25 - 25:18 - How Does Ruthie Keep Customers Clicking? - You’ve got to really nail your branding, and be really consistent with it. But this doesnt just apply to one single person, it applies to the business as a whole. Every touchpoint a consumer has with your brand should feel like its your brand. The whole business needs to be …
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Boosting Average Order Value with Personalised Experiences
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Key highlights: 00:58 - 09:40 - How does Shanif Keep Customers Clicking? - Personalisation. If you send the right message, to the right person, at the right time, you’ve got a far better chance of engaging them and hopefully getting the conversion. If you can find that right moment to delight them, educate them, or get that correct product in front…
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Setup Your Organization Up For Long-term Growth
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Welcome to Achieving Frictionless Commerce, a podcast series from Vertex developed to help IT professionals tackle friction within their organization. In this final episode, host Jeremiah Owyang, a technology analyst and entrepreneur based in Silicon Valley, is joined again by Robin Allen, Vertex’s Senior Director of Agile Program Management and Di…
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Maintaining Tone of Voice Consistency Across Markets & Audiences
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In episode 122 of the Customers Who Click podcast I spoke with Rachel Spedding, the Head of Copy at Photobox, one of the UKs biggest online photo printing companies. In this episode we explored how brands can speak to different audiences, even in different languages, while still maintaining that same tone of voice and brand consistency. It's pretty…
Welcome to Achieving Frictionless Commerce, a podcast series from Vertex developed to help IT professionals tackle friction within their organization. In this episode host Jeremiah Owyang, a technology analyst and entrepreneur based in Silicon Valley, is joined by eBay’s Global Head of Tax Technology, Jacqui Van der Leij. Jacqui shares how new regu…
In episode 121 of the Customers Who Click podcast I spoke with Shaun Brandt, Co-Founder of Oddit, a brand-led CRO service. As I’m sure you’re aware, CRO is incredibly important for brands. It can have a huge impact on your business, making you more efficient and more profitable.Oddit puts a focus on brand-led CRO, and this is important because it’s…
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A Deeper Dive: Reduce Friction with Tax Tech
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Welcome back to the Achieving Frictionless Commerce podcast series from Vertex, developed to help IT professionals tackle friction within their organization. On today’s episode, host Jeremiah Owyang, a technology analyst and entrepreneur based in Silicon Valley, is joined again by Peter Olanday, Vertex’s Director of Consulting - Vertical Solutions,…
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How Furniture Boxs’ Tech Stack Helps Them Launch New Channels
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45:39
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Key highlights: 01:57 - 13:57 - Biggest Opportunities for D2C Growth - Selling in more places. There’s a limit to what you can achieve if you only use your own website. Mainly limited by your ability to advertise and drive traffic, but also down to the fact that there are large audiences who will always go to a marketplace website first. Amazon, Eb…
Welcome to Achieving Frictionless Commerce, a new podcast series from Vertex developed to help IT professionals tackle friction within their organization. In this episode host Jeremiah Owyang, a technology analyst and entrepreneur based in Silicon Valley, is joined again by Robin Allen, Vertex’s Senior Director of Agile Program Management and Digit…
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Making Money with Shoppable Live Streaming
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52:57
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Key highlights: 01:05 - 10:11 - Why Shoppable Live Streaming? - The money being made in Asia through shoppable live streaming is insane, really insane amounts. While that might not translate across to the West, the fact that Amazon is doing it, there’s QVC, and Sarah is having great success should tell you there’s an opportunity here. Maybe during …
Welcome to Achieving Frictionless Commerce, a new podcast series from Vertex developed to help IT professionals tackle friction within their organization. In this episode host Jeremiah Owyang, a technology analyst and entrepreneur based in Silicon Valley, is joined by Robin Allen, Vertex’s Senior Director of Agile Program Management and Digital Tra…
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Growing Your Business with Great Customer Service
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46:11
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01:04 - 02:02 - Biggest Opportunities for D2C Growth - Neil actually posted about this on LinkedIn and the answer that came back was retention, doubling down on retention. Community, customer service, and conversion rate optimisation are all high on peoples agendas right now to get customers through the door, and then keep them retained. 02:37 - 10…
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What Frictionless Commerce (Really) Means Today
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20:58
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Welcome to Achieving Frictionless Commerce, a new podcast series from Vertex developed to help IT professionals tackle friction within their organization. In this episode host Jeremiah Owyang, a technology analyst and entrepreneur based in Silicon Valley, sits down with Peter Olanday, Director of Retail Consulting at Vertex, to break down exactly w…
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Growing a D2C Brand by Focusing on the Customer
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Key highlights: 01:02 - 11:41 - How Did ManMade Come About? - They all had that entrepreneurial itch, wanted to do something themselves and wanted it to be ecommerce. They got together in a cabin in Canada for a few days and just brainstormed different product ideas. Eventually underwear came about because everyone was unhappy with their underwear.…
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How to Effectively Communicate Your Brand Values
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In episode 116 I had a chat with Pete Durant, the Head of Marketing at BAM, a bamboo clothing company. BAM places a big focus on sustainability, and is a climate positive brand. With brand values becoming more and more important to customers, how do you ensure you get these messages across, without overwhelming the key messages about your actual pr…
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Why is CRO Such a Misunderstood Discipline?
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In episode 115 of the Customers Who Click podcast I spoke with Jon MacDonald, Founder of thegood, a CRO agency in the States. They’ve been optimising sites for over 13 years now, helping brands grow not just through conversion rate optimisation, but also by improving average order values and lifetime value. Our mission is to remove all the bad expe…
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Automate Your Ecommerce Business For Success
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Key highlights: 01:05 - 02:25 - Biggest Opportunities for D2C Growth - Real time customer experiences, and how you present yourself as a brand are two of the biggest for sure. There’s nothing more frustrating than finding the perfect product on a website then discovering its out of stock, especially if you only find out after you purchase it (yes t…
Welcome to Achieving Frictionless Commerce, a new podcast series from Vertex developed to help IT professionals tackle friction within their organization. Presented by Vertex, a pioneer in tax automation Learn more by visiting www.VertexInc.com Vertex proudly serves over 4,000 customers worldwide with distinction and provides comprehensive tax solu…
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The Do’s and Don’ts of Succesful SMS Programs
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https://www.linkedin.com/in/blakeimperl/ https://www.attentivemobile.com/ In episode 113 of the Customers Who Click podcast I sat down with Blake Imperl, the Head of Partner Community at Attentive, to discuss SMS, and how it will contribute to ecommerce growth over the coming years. Attentive is an SMS platform allowing for both highly personalised…
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Growing D2C Brands at Scale While Staying Efficient
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In episode 112 of the Customers Who Click podcast I spoke with Axel Folz, Head of Growth at Lalo, a baby and toddler brand in he US, about how they’ve been scaling the business recently, particularly with issues around the new iOS updates, and low frequency of purchase (once you have a highchair, you don’t need another one). It’s a matter of being …
