Connect with Dan Linkedin This Show's TL;DR Dan explains what Puravida is all about We talk about why the team is called customer success and not support or service We discuss why CS is the glue-team Dan gives the framework for how growing brands should think about customer success We talk about the help desk being the backbone of the CS team Dan s…

Connect with Nell: Twitter Instagram Hill House Instagram Here's This Shows TL;DR: Nell gives us all a quick summary of what Hill House Home is all about We go over what the brand started selling and the transition that has happened over time Nell explains that from very early on the customer was part of product decisions We talk about using retail…

Connect with Phil: Linkedin ARKA Brands Phil Mentions: Birddogs Chubbies Verma Farms EcoCart Pachama Resources Mentioned: EcoCart on being a sustainable brand Here's This Shows TL;DR: Phil explains what ARKA is all about We discuss why so few brands create branded packaging Phil explains why an iterative process to improving your packaging is the w…

Connect with Adam: Linkedin Subscribe to Adam's newsletter on his site Brands Adam Mentions: Deathwish Coffee Spotlight Oral Care Sleep Ez Little Big Playroom Snug Sofa Just Strong Here's This Shows TL;DR: Adam explains Magnet Monster and his approach to email We discuss what email metrics will disappear with the iOS15 update Segmentation via email…

Connect with Aaron: Linkedin Mentioned Resources: Visual of the seat cover sponsorship The previous episode where Aaron and Alex predicted 2021 (see if they were right) Here's This Shows TL;DR: Aaron gives a summary of what Hush is all about We briefly explain the type of sponsorship that Hush did with the Montreal Canadians in the NHL Aaron explai…

Connect with Rishi: Linkedin Newsletter Website Brands Rishi References: Zingermans Here's This Shows TL;DR: Rishi describes why he only focuses on the product page We talk a bit about why 3% became a standard for e-commerce conversion The PDP is the end of the window shopping experience and Rishi explains why that is so crucial Forget everything o…

Connect with Jack: Linkedin Resources we Discuss in This Episode: Birddogs' newsletter (The Weekly Bird) Brands That Inspire Jack: Pit Viper Here's This Shows TL;DR: Jack gives us a summary of what Birddogs is all about We talk about the concept of "minimal but maximized" and why it's important in ecommerce Jack shares how to find the core of the s…

Check out the Integration: Klaviyo + Loop Here's this shows TL;DR: Goals you should focus on with return emails Why we believe this is such an underutilized area of email Alex explains why he would consider adding a link to your return policy in every email Joe talks about the impact your return policy can have on cart abandonment emails We explain…

Connect with Val: Twitter Resources we Discuss in This Episode: Really Good Emails Brands Val References: Brooklinen Lululemon Everlane Olipop Outdoor Voices Here's This Shows TL;DR: Val explains her journey into email specifically retention focused emails We talk a bit about how retention started in SaaS and first made its way into subscription ec…

Connect with Greg: Linkedin Twitter Instagram Resources we Discuss in This Episode: Reflecting on 2020 and Ecom in 2021 with Hush Blankets Brands Greg Looks to for Inspiration: Truff Hot Sauce Hush Blankets Lasso Socks Here's This Shows TL;DR: Greg give us the background on how CROSSNET was started We discuss when wholesale became a part of the gro…

Connect with John: Linkedin Resources we Discuss in This Episode: Baseballism on building a brand around your passion The Returns Benchmark Report Brands John Looks to for Inspiration: Brooklinen Any brand he shops at :) Here's This Shows TL;DR: John shares a bit about what Baseballism is all about We talk about how a return is where you get the be…

Articles Referenced: How Canadians Feel About Cross-Border Commerce Solving Cross Border Returns Show Notes: Barb explains that she runs a bed and breakfast We talk about her first purchases online We discuss what she likes and dislikes about online shopping We go over what my mom thinks these terms mean (ROAS, Re-targeting, 3PL, and LTV) My mom ex…

Connect with David: Twitter Linkedin Fanocracy site Brands David mentions as examples: MeUndies Duracell HubSpot Here's this shows TL;DR: David explains what a Fanocracy is We go over the destructive nature of Facebook and other social tools We talk about how the book came to be and why his daughter was the co-author Answer why brands should be bui…

Connect with Ben: dane@ecocart.io Linkedin EcoCart on Instagram EcoCart on Twitter Learning that Dane referenced: UN Sustainability Goals EcoCart Blog Brands Dane mentions as great examples: Clean Cult Patagonia Worn Wear Here's this shows TL;DR: Dane explains what EcoCart is all about We hear the story of how the company started as a rental compan…

Connect with Ben: Linkedin Videos we Discuss in This Episode: Sexy Dad Campaign Video Commuter Campaign Video Brands Ben Looks to for Inspiration: Patagonia Allbirds Chubbies Here's This Shows TL;DR: Ben shares where the inspiration for &Collar came from We go over the definition of buyer and user personas Ben shares how he sees himself as the user…

Connect with Audrey: Linkedin Medium M&G Podcast - Nothing to Hide M&G Instagram Brands Audrey Looks to for Inspiration: Jenni Kayne Everlane Whitney Stoddard Art Here's This Shows TL;DR: Audrey tells us about Moore & Giles and the development of their ecommerce business We discuss the role of product in ecommerce and why it took so long for ecom t…

Connect with Lisa: Instagram Linkedin Brands Lisa Looks to for Inspiration: Apparis Fashion-forward brands Home goods space Here's This Shows TL;DR: Lisa tells us a bit about what Walkee Paws is and how the idea came to be We talk about who is the most intimidating shark to pitch in front of Lisa explains the process of getting on the show and how …

Connect with Baboon: Instagram Twitter Brands Kush Looks to for Inspiration: Benetton Diesel Nike Patagonia Urban Outfitters Leon Dore Here's This Shows TL;DR: Kush makes Alex and Tim guess what the name of the brand means Alex and Tim butcher it and Kush doesn't bail us out :) Kush explains how the ideas for some of their graphics come together We…

Connect with Benjamin: Linkedin Twitter Tool's Benjamin References: UN Sustainability Goals B Corporation Certification Here's This Shows TL;DR: A brief overview of Kotn Benjamin defines what social responsibility means to Kotn We go deeper on how Kotn integrates social responsibility into everything they do Difference between a vicious and virtuou…

Connect with Stephanie: Linkedin Manly Bands Video: Finding Your Band That Doesn't Suck Brands Stephanie Looks to for Inspiration: MANSCAPED Squatty Potty Purple Mattress Tool for Finding Brands Doing Sweepstakes: DOJOMOJO Here's This Shows TL;DR: Stephanie explains the value of a strong brand partnership We discuss how to find the right partner St…

Connect with Joey Experience This Podcast Joey's Website Where to Get the Book: Physical Copy Audio Book Here's This Shows TL;DR: Joey explains the problems he was seeing that inspired him to write an entire book about customer retention We cover the importance of the first 100 days after purchase and where that number comes from Retention rates in…

The Backyard Quartet: Exchange Program Shipping Song Lifetime Warranty Connect with Raja + Grant: Raja Instagram Raja's Music Instagram Sunski Brands Raja + Grant Look to for Inspiration Peak Design Allbirds Marine Layer Rumple Here's This Shows TL;DR: We ask Sunski about the music video that explains their exchanges program Raja shares the inspira…

Connect with Tyler: Linkedin Clubhouse - @tylerwentworth Brands Tyler Looks to for Inspiration The Washington Post Slim Jim Dunkin Donuts Here's This Shows TL;DR: Tyler discusses how he and the team decide what to post We discuss the value of being a user of the channels you create content for Tyler tells us what type of content goes to each channe…

Connect with Juliana: Linkedin Twitter juliana.jackson@omniconvert.com Articles & Resources Referenced Shopify predictions for 2021 (includes customer retention) How to segment through an RFM analysis (recency, frequency, monetization) Here's this Shows TL;DR: Why has ecommerce been so slow to adopt customer retention practices? Acquisition is so m…

Connect with Casey: carmstrong@shipbob.com Twitter Articles & Resources Referenced NYT Article on how Spending is Changing Weekly Changes in Carrier Times 2020 Holiday Shopping Trends The Future of Online Returns Here's this Shows TL;DR: Shipaggedon was an appropriate name for the holiday shipping in 2020 We go over what industries were hit the har…

Connect with Marco: Linkedin Extempra His Podcast Brand's Marco Looks to for Inspiration: Shopify Chewy Well.ca Coal & Canary This Show's TL;DR: Building the right educational material for your customers Why you need your support/success team to be a hub of customer information Information about the customer needs to flow both in and out of that hu…

Connect with Jonathan: Twitter Linkedin The Article Tim and Jonathan are Talking About: Amazon and Walmart Tell Customers to Skip Returns This Show's TL;DR: Why are Amazon and other big retailers telling customers to keep what they want to return? The constant tug of war between unit economics and an amazing customer experience with returns Which i…

Connect with Dave: Linkedin This Show's TL;DR: The evolution of how finance is viewing returns Does the finance team agree with doing free returns? How finance is evaluating the effectiveness of a returns policy The change from a cost center to a profit center What's a net-zero customer and how to avoid them Tactics to retain more revenue and even …

Connect with Aaron: Linkedin Brand's Aaron Looks to for Inspiration: Manscaped Beardbrand Nike Away Puravida This Show's TL;DR: Why BFCM started so early this year What Aaron and Alex think will happen to BFCM in 2021 Dangers of discounting Starting the customer relationship during BFCM is not a good strategy Did we actually see shipageddon? Don't …

Connect with Jon: Twitter Linkedin Tik Tok Tik Tok Accounts to Inspire you: Chipotle Washington Post Manscaped Bang Energy Gymshark Brand's Jon Looks to for Inspiration: Manscaped Leaf Shaving Hero Cosmetics This Show's TL;DR: The mission and vision of Stryx How Jon got started on Tik Tok Strategies to help ecommerce brands get started on Tik Tok T…

Connect with Omari: Linkedin Brand's Omari Looks to for Inspiration: Zappos Sunski This Show's TL;DR: Omari explains what factory to foot means The difference between customer support and experience Why customer experience is like a roller coaster The one meeting every operations leader needs for customer alignment How returns impact the customer e…

Connect with Eric: Twitter Linkedin Eric's Channels: Beardbrand Youtube Ecommerce Conversations Brand's Eric Looks to for Inspiration: GymShark Groove Rings This Show's TL;DR: Eric shares how he got started with Youtube Explains how to evaluate the early days of building a channel Tactics for finding the right type of content Viewership of subscrib…

Connect with Ben: ben@octaneai.com Linkedin Twitter Learning that Ben referenced: Personalization Playbook Brands Ben mentions as great examples: Rooted Doe Lashes Mavi Jeans Universal Standard Here's this shows TL;DR: Why quizzes are so effective The benefits that brands are seeing with quizzes How to structure the best quiz The right amount of qu…

Connect with Luis: Linkedin Medium The dog that makes a cameo in this episode is Rocky :) Courses Luis References: Smart Social with Ezra Firestone Introduction to Retention Marketing with Alex McEachern This Show's TL;DR: Luis shares why he thinks acquisition-minded marketers are so much more prominent in ecommerce We go over the relationship betw…

Connect with Aaron: Personal Twitter Personal Linkedin The eHouse Blog Brands Aaron mentions as great examples: Athletic Greens Hubble 4 Ocean Here's this shows TL;DR: A summary of what has changed in ecommerce over the last 5 and 10 years Defining what is meant by there is no "user guide for customers in ecom" The best way to think about subscript…

Here's this shows TL;DR: Why does every brand set a 30 day window? We see the majority of returns happen in the first 14 days Brands are likely just copying each other to always create 30 day policies Most returns happen early which means you can extend the length of your return window Three steps when looking to change your return window length Be…

Connect with Travis: Personal Twitter Personal Linkedin Brand Instagram Brand Twitter Here's this shows TL;DR: How Baseballism got started The value of having an audience before you have a product How to integrate your brand message into the entire customer journey Specific examples from Baseballism's customer journey The value of authenticity and …

Connect with Sam: Connect with him on Linkedin Here's this shows TL;DR: How Sivana Spirit got started Why being a wholesaler is a bad call and discovering your brand niche How building a community of customers outside of your store is still valuable Use the community around your niche to help you create content Content becomes a reason to always be…

Connect with Julia: Subscribe to her blog Connect with her on Linkedin Here's this shows TL;DR: An ecommerce product manager is obsessed with creating the best shopping experiences not the physical products There is a logical path between customer support and ecom product management The best experiences are often accidents that come from other proj…

Here's this shows TL;DR: A return does not equal a refund There are multiple types of return outcomes A variant exchange A different product exchange Store credit A refund Most shoppers want an exchange and that extends the shopping relationship You focus so much on frictionless acquisition what about frictionless retention? Your goal should be dri…

Welcome to The Exchange. This show is dedicated to helping you become an expert in retention, brand building, returns/exchanges, and the entire post-purchase experience. Each week we’ll bring you interviews with Shopify brands to hear their approach, marketing tips you can use for your business, and lessons from the leading ecommerce experts. Here'…