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Welcome to The Real Tale! We are on a mission to improve the online retail customer experience. The Real Tale is a mystery shopping report for online retailers that measures the experience across 200 metric points from page speed, through to packaging, the delivery experience and the returns process. In the podcast we chat to industry subject matter experts to discuss and get down to the nitty gritty of what makes a successful online customer experience. If you are interested in learning mor ...
 
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show series
 
In this episode we are going to be talking about Customer Loyalty and the data that underpins it. In my experience Customer Loyalty means different things to different retailers and I really want to get to the bottom of what makes a good loyalty programme, what does it deliver for the retailer and the customer and why do I need one? I have been str…
 
In this episode we talk "all things" relating to payment as part of the eCommerce Customer Journey. In my experience the payment process is not well understood and is often underestimated in relation to the success of a website. I am joined by Fran Ereira, Country Manager for Klarna. Fran has always impressed me with her industry knowledge and boun…
 
Ship Happens! In this episode we are going to be talking about the importance of Shipping as part of the eCommerce Customer Experience. In my experience the significance of shipping options and the cost of making those happen are often underestimated in relation to the success of an online consumer offering. I am joined by Rob Hango-Zada, joint Chi…
 
Brand Practice! In this episode, we are going to talk about Branding, in particular what is it, how do you define it, how do I develop it and why is it important anyway? For this podcast I talk with Nicola Pickup, Brand Marketing expert and Managing Director of Consulting Firm Conka I worked with Nicola several years ago launching a new men's activ…
 
I Say CX, you Say UX, Let's Call the Whole Thing Off... In this episode we talk about “usability” – what is it, how do you measure it and how do you improve the “usability” of your website and why is it important. For this discussion, I was lucky enough to catch up with Matt Pezzimenti. Matt, founded CRO Agency, Conversion Kings just 6 years ago an…
 
I Feel the Need, the Need for Speed! In this third episode, we are going to talk about fast websites, in particular: what is fast? why is it important and how do I optimize my site so that I provide a lightning fast customer experience? Who better to discuss this subject than subject matter expert, Matt Johnson, Australian GM of website acceleratio…
 
Everything You Wanted to Know About Product Data But Were Too Afraid to Ask In this second episode, we are going to be talking about Product Information, and the data that underpins it. In my experience the significance of product data and data hierarchies are often underestimated in relation to the success of a website. Now, over the years, my def…
 
The Evolution of Email Marketing in Retail In this first episode, we are going to talk about email, in particular, how the use of email has evolved from a promotional messaging tool to the cornerstone of personalised brand communication for retailers to consumers. Who better to discuss this subject than industry legend Tink Taylor. Tink, founded so…
 
Welcome to The Real Tale! We are on a mission to improve the online retail customer experience. The Real Tale is a mystery shopping report for online retailers that measures the experience across 200 metric points from page speed, through to packaging, the delivery experience and the returns process. In the podcast we chat to industry subject matte…
 
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