Balancing Acquisition and Retention in Ecommerce

July 9, 2024 • 28 MIN

In this episode of Customers Who Click, Ross Allsop joins host Will Laurenson to explore the balance between customer acquisition and sustainable growth. Ross shares his journey from DJ to ecommerce expert and offers insights into profitable growth, customer lifetime value, and the importance of focusing on customer experience and retention. He discusses the pitfalls of aggressive marketing tactics and the value of staying true to your brand’s core message. Tune in to learn how to build a robust financial model, enhance customer loyalty, and create memorable experiences that drive long-term success.

From Niche to Mass Market: Strategies for Scaling Up

July 2, 2024 • 33 MIN

In this episode of Customers Who Click, Will Laurenson chats with Joel Garthwaite, CMO at Frive. Joel shares his unique journey from classical musician to e-commerce marketing leader. He emphasizes the importance of understanding the total addressable market, hyper-personalizing campaigns, and leveraging customer feedback and data. Joel also discusses Frive's rebranding efforts and their mission to provide high-quality, organic ready-to-eat meals. Tune in to hear valuable insights on effective marketing strategies, competition, and maintaining product quality.

Mastering Full Funnel Ecommerce

June 25, 2024 • 30 MIN

In this episode of Customers Who Click, Will Laurenson talks with Frederica Watson, Head of E-Commerce at Rodial Group. Frederica shares her unique journey from law to e-commerce, stressing the importance of a full funnel approach and consistent customer experience. They discuss the significance of data-driven strategies, review mining, and the power of user-generated content. Frederica’s insights are invaluable for brands looking to enhance their e-commerce strategies and improve customer engagement.

Enhancing Customer Loyalty through Mobile Commerce

June 18, 2024 • 43 MIN

In this episode of Customers Who Click, Neal Goyal, Director of Sales at Tapcart, joins Will Laurenson to discuss the pivotal role of mobile commerce in e-commerce strategy. Neal shares insights on the shift from rapid brand growth during COVID-19 to a focus on profitability and customer retention in 2024. He highlights the importance of personalized customer experiences and the strategic advantage of mobile apps. Tune in to learn about the transformative power of mobile commerce, real-world success stories, and how to future-proof your brand by prioritizing customer relationships.

Insights from The Little Greene Paint Company's Digital Journey

June 11, 2024 • 25 MIN

Join us on Customers Who Click as we sit down with Stephen McNamara from The Little Greene Paint Company. Stephen delves into the world of e-commerce, discussing the importance of personalization and seamless checkouts. Learn about their approach to user and A/B testing and get practical advice on prioritizing website optimizations. Stephen also shares a personal career lesson about recognizing red flags in job interviews. Tune in for valuable insights to boost your e-commerce strategy.

Enhancing Customer Loyalty Through Innovative Unboxing

June 4, 2024 • 26 MIN

In this episode of Customers Who Click, Doug Franklin, founder and CEO of Penny Black, discusses how brands can transform the unboxing experience into a powerful engagement tool. By leveraging data to personalize inserts, Penny Black turns standard ecommerce packaging into a profit center. Doug shares insights on the importance of personalization, successful use cases, and the future of physical touchpoints in ecommerce. Tune in to learn how your brand can enhance customer loyalty and drive sales through innovative unboxing strategies. Connect with Doug on LinkedIn or visit pennyblack.io for more information.

Optimizing Your E-commerce Site for 2024 and Beyond

May 28, 2024 • 21 MIN

Join us on this episode of Customers Who Click as we chat with Thomas Standing, Director of E-commerce at Itzy Ritzy. Thomas shares his journey from a mechanic to an e-commerce expert, emphasizing the importance of website optimization, mobile-first strategies, and personalized customer experiences. Discover actionable insights to improve site speed, enhance user engagement, and boost your e-commerce conversions. Don’t miss Thomas’s practical tips and strategies to keep your customers clicking!

How to Adapt as an Ecommerce Brand in 2024

May 21, 2024 • 29 MIN

In this episode of Customers Who Click, Will Laurenson chats with Guljeet Samra. Guljeet shares her journey from digital media to e-commerce, emphasizing the importance of mapping the customer journey and having a well-structured team. She discusses strategies for dealing with tech bloat, the benefits of leveraging agencies, and the value of community in the e-commerce space. Tune in for practical insights on optimizing customer experience and driving growth in challenging times.

Inside Smol's Success: Sustainable Products and Smart Marketing

May 14, 2024 • 27 MIN

Explore the strategic depths of ecommerce and subscription models with Mihaela Mateescu, Head of Performance Marketing at Smol. In this episode of Customers Who Click, Mihaela shares valuable insights on driving customer retention and long-term value through innovative marketing and product strategies. Learn about the significance of customer engagement post-purchase and how Smol leverages data and customer feedback to optimize their offerings. Whether you're looking to enhance your marketing strategies or interested in the dynamics of subscription services, this episode provides actionable insights and proven tactics for nurturing customer relationships and boosting retention.

Beyond Support: Unlocking Revenue Through Customer Experience

May 7, 2024 • 36 MIN

Explore the transformative impact of Customer Experience (CX) in ecommerce with Amanda Kwasniewicz, VP of Customer Experience at Love Wellness, on Customers Who Click. Amanda discusses how CX goes beyond traditional support, acting as a crucial driver of revenue and strategic insights. From her experiences at Hulu and Casper, she reveals how effective CX can strengthen customer retention, enhance satisfaction, and support business scalability. This episode is a must-listen for ecommerce professionals looking to leverage CX for more than just handling customer queries but as a core component of their business growth strategy.

Quenching Thirst with Viral Marketing, The Liquid Death Strategy

April 30, 2024 • 27 MIN

Dive into the world of disruptive marketing with Oli Russell-Cowan, the mastermind behind Liquid Death’s cult branding, on this episode of Customers Who Click. Discover how authenticity, humor, and a solid understanding of your audience can transform even the simplest product into a viral sensation. From using Tony Hawk’s blood in skateboard artwork to creating music albums from hate comments, Liquid Death’s unique campaigns are not just about selling water; they're about capturing attention in an ad-saturated world. Tune in to learn how pushing boundaries can not only entertain but also build a fiercely loyal customer base.

Crafting a Mission-Driven Brand in Ecommerce

April 23, 2024 • 34 MIN

Dive into the world of ecommerce with Stacey Howe, VP at Cotopaxi, as she explores how data and customer feedback drive brand evolution and consumer engagement. Learn why integrating your brand mission with customer insights is key to maintaining relevance and loyalty in a fast-paced market. This episode is a must-listen for ecommerce enthusiasts aiming to elevate their brand's impact and consumer connection.

The Art of Ecommerce Tech Stack Optimization

April 16, 2024 • 32 MIN

Dive into an engaging discussion with Chloe Thomas on Customers Who Click, where she shares her two-decade journey in ecommerce and the art of continuous optimization. Chloe emphasizes the power of a well-curated tech stack and the need for a holistic approach to business improvement. Whether it's marketing strategies, operational policies, or technological enhancements, learn how constant refinement can propel your ecommerce venture forward. This episode is packed with actionable insights, making it an essential listen for ecommerce professionals seeking to elevate their business in a competitive landscape.

Harnessing Customer Feedback for Strategic Growth in Ecommerce

April 9, 2024 • 35 MIN

Join us on Customers Who Click for a deep dive into e-commerce marketing with Tim Brown, a maestro in performance marketing. Discover how understanding your customers can transform your brand, learn the art of creating value beyond your products, and gain insights into strategic leadership in marketing. Tim's journey at Huckberry and his insights from co-founding Ocana are packed with lessons on leveraging customer feedback, segmenting your audience, and empowering your team. Tune in for a masterclass on cultivating a customer-centric approach and scaling your e-commerce strategy.

Unleashing Amazon's Full Potential for Your Ecommerc Brand

April 2, 2024 • 22 MIN

Dive into the world of Amazon marketing with Hristo Arakliev, co-founder of Hyperzon, on Customers Who Click. Discover why Amazon's unique platform requires a dedicated approach, distinct from traditional social media marketing. Learn how to significantly enhance your brand's visibility and sales on Amazon with Hristo's expert strategies, from optimizing product listings to integrating SEO tactics for increased organic traffic. This episode is an essential listen for brands looking to expand their reach and double their business on Amazon.

Unpacking the Potential of TikTok Shop for Ecommerce

March 26, 2024 • 30 MIN

Dive into the e-commerce evolution with Jordan West as he explores the game-changing impact of TikTok shops on brand growth and marketing strategies. Learn how this platform is reshaping influencer marketing, the significance of customer-generated content, and the unique opportunities TikTok shops offer to brands aiming for exponential growth and enhanced audience engagement.

Behind The Mic: Celebrating 200 Episodes

March 19, 2024 • 40 MIN

In the 200th episode of Customers Who Click, guest host Nathan Lomax interviews Will Laurenson, diving deep into Will's career, the genesis of the podcast, and the nuances of Conversion Rate Optimization. The discussion reveals Will's strategic approach to understanding and meeting customer needs, the evolution of his podcast, and practical advice for podcasters. Will also shares personal insights, including his entrepreneurial journey and managing ADHD in a professional context. This episode offers a blend of professional wisdom, personal revelations, and actionable strategies for anyone interested in e-commerce, marketing, or content creation.

Standing Out in a D2C World of Competition

March 12, 2024 • 33 MIN

Explore the intricacies of DTC marketing with Shivali Bennion on Customers Who Click. Delve into the power of community, brand authenticity, and strategic engagement in today's competitive e-commerce landscape. Learn how brands like Fenty Beauty thrive through genuine connection and discover the operational challenges and solutions in DTC marketing. Whether you're a startup or an established brand, this episode is packed with actionable insights to enhance your marketing strategy, build stronger customer relationships, and navigate the ever-evolving digital marketplace. Tune in to master the art of DTC marketing and drive your brand forward.

Transform Your Ecommerce Business with Video that Converts

March 5, 2024 • 26 MIN

Dive into the world of ecommerce video marketing with Stela Braje, VP of Sales at VideoWise, in this episode of Customers Who Click. Discover how video content revolutionizes consumer engagement and boosts conversion rates, offering a near-in-store experience online. Learn from Stella's expertise in implementing effective video strategies, hear success stories from top brands, and get a peek into the future of digital marketing. This episode is a treasure trove for marketers and e-commerce professionals looking to leverage video content to elevate their brand and connect deeply with their audience.

How Live Video Shopping is Changing the Ecommerce Game

February 27, 2024 • 32 MIN

Dive into the future of ecommerce with Serge Milbank, CEO of Conferwith, as he discusses the power and potential of live video shopping to revolutionize online retail. Discover how personalized customer service and understanding consumer needs can significantly boost conversion rates and foster brand loyalty. This episode of Customers Who Click is a must-listen for anyone interested in the evolving landscape of e-commerce and the strategies that are setting successful brands apart.

The Hidden Costs of Poor User Experience in Ecommerce

February 20, 2024 • 26 MIN

Explore the critical world of CRO with Khalid Saleh, CEO of FigPii, on Customers Who Click. Dive into Khalid's journey from software architecture to conversion optimization, highlighting pivotal moments with major brands that underscored the importance of CRO. Discover the pitfalls of prioritizing design over functionality, the transformative power of A/B testing, and the role of social proof in increasing conversions. This episode offers invaluable insights into making websites work not just aesthetically, but functionally, for the ultimate goal of converting visitors into customers, backed by Khalid's extensive experience and data-driven approaches to optimization.

The Role of Authenticity & Storytelling in ecommerce

February 13, 2024 • 31 MIN

Join us as Nigel Thomas shares his transformative journey from an accountant to an e-commerce guru, emphasizing creativity, storytelling, and community. Learn how overcoming personal challenges and adopting innovative marketing strategies can lead to unprecedented success in the e-commerce space.

Maximise Email's Potential by Focusing on the Click

February 6, 2024 • 28 MIN

Dive into the fascinating world of email and SMS marketing with Jimmy Kim, the visionary behind Sendlane. Discover how Jimmy transitioned from automotive sales to a digital entrepreneur, revolutionizing e-commerce communication. Learn the secrets behind leveraging customer clicks for targeted marketing campaigns and hear Jimmy's expert strategies for boosting revenue through intelligent segmentation and retargeting. This episode is a treasure trove of insights for marketers aiming to enhance their digital strategies and deepen customer engagement in today's fast-paced online environment.

Quick Product Validation and Flexibility: The Advantages of Owning Manufacturing

December 12, 2023 • 37 MIN

In this episode, Josh Hester, co-founder of Firsthand Supply, shares his insights on owning the manufacturing side of a B2C business and running a B2B operation alongside it. He discusses the importance of creating products that work well and fit into people's lifestyles, and highlights the advantages of owning the manufacturing setup. The conversation also delves into the challenges of running a business and finding what works best for oneself in terms of productivity. If you're interested in learning about the complexities of running a business and the importance of finding your own approach, this podcast is for you.

How to know What Works & What Doesn't Work for your Shopify Store

December 5, 2023 • 37 MIN

In this episode of the podcast we're joined by Trina Moitra, Head of Growth at Convert, an A/B testing & experimentation platform. We explored how brands can identify what works and what doesn't work for their brand, and how to pinpoint those unique selling points that really resonate with your audience.

Demystifying Conversion Rate Optimization

November 28, 2023 • 39 MIN

In this episode, Jonny Longden, the Director of Digital Experience at Journey Further discusses the misunderstood concept of Conversion Rate Optimization (CRO). He emphasizes the importance of evidence-based decision-making and differentiation in CRO. The conversation also explores common mistakes and the need for a holistic approach. They address the challenge of explaining CRO's value to smaller brands and suggest gradually introducing them to its benefits. The use of Full Story as a CRO tool is recommended, along with investing in expertise.

The Art of Understanding Customer Behavior: Leveraging Behavioral Analytics for CRO

November 21, 2023 • 49 MIN

In this episode of the Customers Who Click podcast, we welcome Sean McCarthy from Lucky Orange to discuss the world of behavioural analytics in conversion rate optimization (CRO). Sean emphasizes the importance of understanding customer motivations and anxieties through surveys and feedback loops. We delved into the role of behavioural analytics in CRO, highlighting Lucky Orange's tools such as heat maps and session recordings. We also discuss the need for hypothesis testing and data-driven decision-making. Overall, this podcast explores how behavioural analytics can optimize conversion rates and improve user experience on e-commerce websites.

Unleashing the Power of Review Mining for Conversion Optimization

November 14, 2023 • 40 MIN

In this episiode, Will Laurenson discusses the benefits of review mining with guest Lorenzo Carreri. They discuss how review mining can improve conversion rates and customer lifetime value by scraping and categorizing reviews. They also touch on the use of AI and data privacy challenges. The conversation concludes with a discussion on using review mining to improve product images and the need for better communication between Amazon and eCommerce platforms. They also talk about the "jobs to be done" framework and ChatGPT.

The Power of Data-Driven Design

November 7, 2023 • 37 MIN

Join Will and his guest Arsh Sanwarwala, the founder of ThrillX, as they discuss the secrets to creating a successful website design and improving conversion rates. Discover the power of data-driven decisions, the significance of aesthetics and trust, and the importance of tailoring design choices. Learn how to remove friction and optimize user experience. Don't miss out on valuable insights and tips for ecommerce website design. Tune in now to revolutionize your online presence!

Maximizing ROI with Conversion Rate Optimization

October 31, 2023 • 39 MIN

Join Ben Labay, CEO of Speero, as he discusses the power of conversion rate optimization (CRO) and how it can drive revenue for your business. Discover the secrets to motivating customers, showcasing ROI, and designing effective tests. Gain insights from a CRO expert and learn how to balance revenue goals with a customer-centric approach.

Leveraging Customer Feedback for Improved Conversion Rates

October 24, 2023 • 49 MIN

In this episode, we welcome Tracy Laranjo, an expert in harnessing the voice of the customer. We discuss the importance of customer feedback, customer service, and how it can improve business strategies. Tracy shares her expertise in conversion optimization and experimentation, emphasizing the value of customer reviews, support tickets, and surveys. We also discuss the challenges of aligning customer desires with leadership goals and the importance of prioritizing the customer experience. The conversation includes examples of how changes in return policies and discreet shipping can impact conversion rates. We also caution against blindly following best practices and copying competitors. Tracy also recommends using open-ended questions to gather customer insights and emphasizes the value of continuous testing and experimentation. If you want to learn more, tune in to this insightful podcast!

Optimizing Conversion Rates: The Role of Research and Problem-Solution Alignment

October 17, 2023 • 43 MIN

Join AJ Davis, a conversion rate optimization specialist, as she discusses the crucial role of research in business and its connection to goals, problems, and solutions. Learn about the importance of qualitative and quantitative skills in CRO and explore different research methods and approaches. Discover the value of customer surveys, usability studies, and customer interviews in gaining insights and understanding pain points. Hear AJ's unique tactic of using the sales team as a proxy for customers and uncover the significance of contextual research. Dive into the world of optimizing conversion rates and solving customer problems through thoughtful and targeted research.

Unlocking Success: The Role of Processes in CRO

October 10, 2023 • 52 MIN

In this episode, Simon Girardin discusses the importance of processes in conversion rate optimization (CRO). He emphasizes the value of strategic testing and a well-structured process to achieve the best results. The conversation covers improving customer conversion rates, building a delightful customer experience, and streamlining the CRO process for smaller businesses. The podcast highlights the importance of alignment with stakeholders, thorough research, and systematic testing. Listen in to gain insights on optimizing conversion rates and providing a great customer experience.

The Learning Opportunity in Every Test: Continuous Improvement in E-commerce

October 3, 2023 • 34 MIN

In this episode, Ruben de Boer discusses the importance of proper research and understanding the customer in improving conversion rates and customer lifetime value in e-commerce. He shares insights on various research methods and tools used at Online Dialogue, as well as the significance of documenting and sharing research findings. Ruben also emphasizes the importance of learning from each test and prioritizing future experiments based on evidence. Additionally, he discusses the application of habit formation principles in creating successful experimentation within a team.

Unleashing the Potential of CRO: Insights for E-commerce Success

September 26, 2023 • 47 MIN

Discover the secrets to improving your e-commerce conversion rates in this engaging podcast episode. Join Will Laurenson and CRO expert Matt Scaysbrook as he shares valuable insights and practical tips on how to optimize your website, increase customer lifetime value, and boost your bottom line. Don't miss out on this opportunity to learn from the founder of We Teach CRO and take your digital marketing to the next level!

Growing an Ecommerce Brand through Restrictions & Challenges

September 19, 2023 • 40 MIN

Discover the challenges and rewards of selling CBD products in this insightful podcast. Learn how Batch has overcome advertising restrictions through creative marketing strategies, while prioritizing transparency and community-building. Gain valuable insights into the CBD market and find out how collaboration can lead to success. Don't miss this opportunity to grow your business in the industry!

Maximising Sales through the Power of eCommerce Collaboration

September 12, 2023 • 36 MIN

In this episode, David Perry discusses the innovative transformation of drop shipping in e-commerce, highlighting the benefits of collaboration and the potential for influencers to build their own brands. He shares success stories of brands using Carro and emphasizes the opportunities for growth in the e-commerce space. The conversation also touches on marketing strategies and the evolving nature of the industry. If you're interested in learning about the future of e-commerce and how collaboration can drive success, this podcast is for you.

From 6 to 9 Figures: The Strategies & Pitfalls of scaling an eCommerce brand

September 5, 2023 • 45 MIN

Discover the strategies, pitfalls, and nuances of scaling e-commerce brands from six to nine figures in this insightful podcast episode. Industry experts Blake Pinsker and Torii Rowe share their experiences and advice on digital marketing, data-driven decision-making, and key metrics for growth. From understanding product-market fit to expanding through omnichannel approaches, this episode is a must-listen for anyone looking to take their e-commerce business to new heights.

Unlocking Customer Lifetime Value with Olly Richards

August 29, 2023 • 43 MIN

In this episode, Olly Richards shares his unique approach to marketing and sales in the language learning industry. He discusses the importance of branding, offering valuable products, and nurturing long-term relationships with customers through content marketing. Discover how to create a strong brand and engage customers through storytelling. Don't miss out on valuable insights that can help your business thrive!

Maximizing Conversions and Average Order Value through Funnel Optimization

August 15, 2023 • 48 MIN

Want to learn how funnels can boost conversion rates for direct-to-consumer brands? Join the conversation as we welcome Ethan Denney, CEO of Convert Flow. We discuss the power of personalized recommendations, quizzes, and incentives to increase average order values. Discover how funnels can make standard websites redundant for acquisition purposes and gain insights into effective strategies for implementing them. Don't miss out on this amazing podcast!

Common Mistakes Brands Make with Shopify Websites

August 8, 2023 • 47 MIN

In this episode, Will Laurenson welcomes Shopify expert Kurt Elster to discuss the importance of themes in e-commerce websites. They cover common mistakes brands make with their Shopify websites and recommend useful apps for improving customer experience. The conversation includes tips on creating a well-designed main menu, the significance of content in driving conversions, and the importance of addressing customer inquiries. They also explore strategies to improve e-commerce sales without heavy discounting, including the use of free gifts with purchase. The podcast concludes with insights on Shopify's new AI tool, Sidekick, and advice for e-commerce business owners to be customer-centric.

From TikTok Frustration to Fashion Success

August 8, 2023 • 34 MIN

In this episode, Kristian Hansen, founder of Slo Jeans, shares his journey of creating a successful brand by solving a common problem: the lack of pockets in women's jeans. He discusses how customer feedback shaped the direction of the company and the challenges they faced with manufacturing and scalability. The conversation also touches on messaging strategies, advice for running a brand and building a presence on platforms like LinkedIn and TikTok. If you're interested in hearing about the power of customer feedback and the importance of authenticity in e-commerce, this episodeis for you.

Mastering Programmatic Media Buying: Tips for Precision Audience Targeting

August 1, 2023 • 39 MIN

In this Episode, Mary Ann Pruitt, CEO at Mosaic Media, discusses the power of programmatic media buying and audience targeting. Learn how brands can reach specific audiences with precision and the importance of individual persona targeting. Discover the value of testing different markets and demographics to find the perfect customer for your brand. Gain insights on messaging, customer experience, and the various targeting capabilities in programmatic advertising. Don't miss out on expert advice and tips for understanding your audience and finding the right partner. Tune in now to unlock the secrets of effective marketing strategies!

How to Dominate Youtube as an eCommerce Brand

July 25, 2023 • 31 MIN

In this episode, Will Laurenson & Christian Hoppe discuss the importance of YouTube ads for e-commerce brands and how it can be a valuable channel for growth opportunities. They delve into the specifics of YouTube ads, including ideal length and addressing objections within the video. They also discuss the role of YouTube ads in the marketing mix and common mistakes to avoid. Overall, this podcast provides valuable insights into the world of YouTube ads and highlights the potential for growth and success that this channel can offer e-commerce brands.

Churn Prevention and Customer Lifetime Value: The Handwritten Note Strategy

July 18, 2023 • 44 MIN

Discover the power of handwritten notes in creating magical moments for customers in this episde. Learn how Ignite Post helps brands build deeper relationships with customers through personalized handwritten notes. Explore the effectiveness of handwritten notes as a retention mechanism and the impact on engagement metrics. Hear success stories and strategies for creating these magic moments. Don't miss out on this insightful conversation about personalization and humanization in marketing and customer retention strategies.

The When and How of Expanding Your Marketing Channels

July 11, 2023 • 48 MIN

In this podcast episode, Will and guest, John Chan, CEO of 2X Growth Agency, discuss the challenges brands face in choosing the right marketing channels and when to expand. They share insights on generating demand, optimizing conversion rates, and selecting channels based on product category. They also delve into the importance of profitability, testing, and scaling channels sequentially. With practical advice and real-life examples, this podcast is a valuable resource for anyone looking to enhance their marketing strategies and grow their business.

Breaking Down Silos: Strategies for a Cohesive Customer Experience

July 4, 2023 • 52 MIN

In this episode, Will Laurenson & George Huff discuss the challenges of silos in businesses and how they can hinder creating a seamless customer experience. They emphasize the importance of prioritizing the consumer and aligning teams to deliver a cohesive and positive experience. The conversation also covers the need for a comprehensive system to streamline marketing efforts and improve collaboration. Additionally, they touch on marketing mishaps and the importance of effective leadership. If you're interested in learning how to overcome silos and create a great customer experience, this podcast is for you!

Maximizing Marketing Efficiency and Profitability with Machine Learning

June 27, 2023 • 47 MIN

In this episode, Richard Harris, CEO of Black Crow AI, discusses the importance of data and machine learning for e-commerce brands. He emphasizes the overwhelming amount of data available and how his platform helps brands make sense of it. The conversation covers the potential uses of machine learning, personalization, and the importance of understanding user behaviour. Richard encourages brands to take ownership of their data and leverage it to their advantage. This podcast offers valuable insights for anyone interested in improving marketing efficiency and profitability.

Retention Strategies for Increasing Share of Wallet in E-Commerce

June 20, 2023 • 43 MIN

In this podcast, Will Laurenson & Phill Manson discuss the importance of using customer data to gain a competitive advantage in marketing strategies and customer data analysis. They cover topics such as data segmentation, retargeting, and the importance of understanding customer data to identify good customers and traits. The conversation also covers retention strategies, the challenges of using artificial intelligence in marketing, and the importance of transparent and ethical data collection practices. With insights from Phil Manson, founder of PAASE, this podcast provides valuable knowledge for brands looking to grow their business and create a better customer experience.

Tracking KPIs for E-commerce Success

June 13, 2023 • 34 MIN

In this podcast, digital marketing expert Courtney Lindau emphasizes the importance of quality web analytics and tracking the right metrics to enhance business performance. Courtney discusses the significance of monitoring traffic, conversion rates, and micro-conversion points, and recommends starting with an audit to identify missing data. The conversation also covers the challenges of using Google Analytics 4 and the importance of setting up analytics properly. Overall, this podcast provides valuable insights for businesses looking to improve their online presence and make better decisions based on data.

Finding the Sweet Spot: Risks of Underpricing and Overpricing

June 6, 2023 • 36 MIN

In this episode, the host interviews Burc Tanir, the CEO and co-founder of Prisync, a software startup that automates competitive intelligence and pricing for online retailers selling branded goods. The conversation centers around the importance of pricing and discounting strategies in e-commerce, and how businesses can use data to make informed decisions and optimize their profit margins.

The Importance of Segmentation and Personalized Content for Retention

May 30, 2023 • 35 MIN

This episode is centred around the importance of segmentation and personalized content for email and SMS marketing in the e-commerce industry. Will & Georgie discuss the various approaches to segmentation, including gathering data on demographics, preferences, and behaviors, and using RFM data to create targeted messaging. They emphasize the importance of measuring results and adapting strategies accordingly, while cautioning against both under-segmenting and over-segmenting.

The Importance of Conversion Rate Optimization for Business Growth

May 23, 2023 • 36 MIN

In this episode, Will talks with Andres Glusman about the importance of conversion rate optimization (CRO) for businesses to improve their website and ad performance. They emphasize the need for A/B testing and experimentation, learning from failures, and proper research before launching a product or service. The conversation also covers the benefits and challenges of segmentation in marketing and the importance of understanding customers' needs and preferences. This podcast provides valuable insights and practical tips for marketers looking to improve their customer experience.

The Importance of Community-Led Growth for Brands

May 16, 2023 • 34 MIN

Join the conversation as Will Laurenson interviews Sophie Bond, marketing director at Nice Wine, a UK-based wine challenger brand. They discuss the importance of community-led growth, disrupting traditional categories, and the rise of canned wine. Learn how Nice Wine engages with its community and involves them in the product development process, and gain insights into the significance of customer feedback and community engagement in shaping the direction of a business. Don't miss out on this informative and engaging podcast!

Leveraging Community to Grow eCommerce Brands

May 9, 2023 • 35 MIN

Ethan Song joined the podcast to talk us through how brands can leverage communities to grow their e-commerce presence. Whether this is utilising existing communities, or build their own, it's definitely one of the hottest topics in e-commerce right now.

Unlocking the Power of Customer Value Optimization

May 2, 2023 • 40 MIN

In this episode, Adam Pearce from Blend Commerce explains the importance of Customer Value Optimization (CVO) for businesses to remain profitable. He discusses siloing and transparency within a business, understanding metrics such as margins and economics, taking baby steps when implementing CVO, using CVO to support marketing channels rather than replacing them, and focusing on customer service after customers have put their credit card details in. Hear his admiration for Huel and Midday Squares and learn how startups can get the right data into the hands of the right teams without relying on expensive enterprise level solutions.

Scientific Approach to Conversions: Lessons from InstaFloss

April 25, 2023 • 44 MIN

Eli Packhouse joined the podcast to discuss his new product InstaFloss. Eli is an inventor and started two companies, Singular Sound in 2013 and a second company in 2017 to pursue his idea for a device that could floss teeth automatically in seconds. After five years of research and development, they are now taking pre-orders and launching in a few months.

Crafting a Story with Copywriting

April 18, 2023 • 44 MIN

This podcast episode featured Konrad Sanders, CEO of the Creative Copywriter, discussing the importance of copywriting in crafting a story for websites and how it influences every touch point a customer has with a brand. Konrad shared his background in SEO and copywriting, as well as how he started his agency in 2014 and grew it with the help of his wife.

Optimizing Customer Journeys and Increasing Conversions

April 11, 2023 • 41 MIN

In this podcast episode, Greg Writer, CEO and founder of LaunchCart, discusses the must-have apps for any brand selling online and the benefits of upsells, cross-sells and down-sells. He explains that his vision for LaunchCart was to create a better ecommerce platform with features not available out of the box with Shopify. He emphasizes the importance of creating an emotional connection with customers in order to get them to click.

Unlocking the Power of Customer Value Optimization

April 4, 2023 • 44 MIN

Valentin Radu, founder of OmniConvert and leader in the Customer Value Optimization (CVO) space, joined Will on the podcast to discuss CVO. He shared his story of selling life insurance and how it taught him about optimization. He discussed his experience building an internet service provider, running the largest online car insurance player in Romania, and founding OmniConvert which helps companies convert more customers from their visitors.

Exploring Video Content Strategies for Brands

March 28, 2023 • 31 MIN

Discover why video is so important for brands and how to make it stand out with Christoffer Flemstrom, founder of Klara Färdiga Film. Learn about the concept of creating content for websites, the challenge of making something interesting in six seconds, and how to personalize emails and SMS with a personal touch. Plus, explore the trend of user-generated content (UGC) videos and AI technology's impact on video content creation and consumption.

Understanding Customer Needs for Website Optimization

March 21, 2023 • 35 MIN

Discover the importance of research and customer insights in website optimization with Sandeep Shah, Director of Product at Web Trends Optimise. Learn how to successfully implement a CRO program and hear examples of brands that have done well in recent years. Tune in to this podcast conversation for advice on how to select a testing platform and understand customer needs.

Enhancing the Customer Experience with Automation

March 14, 2023 • 43 MIN

Join Rytis Lauris, CEO and co-founder of Omnisend, as he discusses the importance of email for business growth. Learn how to capture customer behavior and use segmentation and automation to maximize sales. Discover how to provide an excellent customer experience, including using pop-up forms and transactional emails. Get advice on providing incentives to encourage customers to purchase sooner rather than later. Find out which tools can help businesses better understand their customers.

How to Run a High Value Email Program in 2023

March 7, 2023 • 39 MIN

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.

Standing Out in the Market: Tips from Matt Kelly

February 28, 2023 • 40 MIN

Join Matt Kelly, founder of Space Goods, as he discusses strategies for improving e-commerce brand success. He talks about the launch of his latest product, and how he had to pivot away from its original angle due to regulatory issues. In 2023, Matt wanted his brand to stand out from other brands selling mushroom coffee replacement drinks so he created a conversation with his pink and blue branding as well as product names that hint at something else. In this podcast conversation, Matt discussed the importance of doing something different to promote growth.

Optimizing Conversion Rates: Strategies for Success

February 21, 2023 • 55 MIN

Join Shiva Manjunath, a senior strategist at Spiro, and Will for a conversation about Conversion Rate Optimization (CRO). They discuss common myths and mistakes brands face in CRO, best practices for e-commerce websites, the importance of personalization and motivation versus friction when it comes to website usability. Plus, they provide tips on how to reduce friction in the customer journey and motivate customers to make a purchase. Tune in for an informative discussion on CRO!

Crafting Effective Email Flows for E-Commerce Brands

February 14, 2023 • 46 MIN

In this podcast conversation, Hannah Lipschitz from Customers Who Click discusses the importance of customer relationship optimization (CRO) and how to get customers to click. She shares her expertise in copywriting and marketing to provide tips on crafting emails tailored towards what customers want, setting up automation, using a customer-led approach, and more.

Crafting a Personalized Online Shopping Experience

February 7, 2023 • 34 MIN

Join Eric Melchor, Partnership and Personalisation Ambassador at OptiMonk, as he discusses Conversion Rate Optimization (CRO) and how it can be used to create a personalized online shopping experience for customers. Learn about tactics such as the Trojan Horse method for building an email and SMS list, gamification or quizzes for collecting zero-party data, and creating a sense of urgency with next-day delivery or free delivery options. Plus, get access to a personalization project plan template and checklist when you attend one of Eric's workshops every other week at OptiMonk.com/bootcamp.

Unlocking the Power of Video for Increased Conversion Rates

January 31, 2023 • 37 MIN

This podcast conversation discussed the importance of video content in the customer journey and how it can help increase conversion rates. Max Drutt, founder and CEO of LiveCom, highlighted how developments in technology have enabled the use of video more easily. It is suggested that personalization and providing value to customers throughout their journey is key for a good online experience. Additionally, studies have shown that video plays a crucial role in purchasing decisions, making it an important factor for brands to consider when creating content. The conversation also touched on user-generated content (UGC) as an effective way to promote products or services and build customer loyalty. Finally, it was noted that Gen Z is soon to be the consumer with all the spending power, and social media such as TikTok are changing consumer habits; extremely high engagement has been seen with this style of video, resulting in increased click through rates and session times. This podcast conversation discussed the use of video in the customer journey and how it can be used to create brand affinity.

Optimising Conversion Rates at Gousto

January 24, 2023 • 41 MIN

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 in getting people excited about recipe boxes and then converting them into customers. Three main sources of ideas are used for CRO: customer interviews and surveys, moderated user testing, and behavioral data. The conversation also discussed the importance of balancing quick wins with bigger optimization tasks when it comes to marketing. Finally, it was noted that copywriting can have a dramatic positive impact on conversion rate if it makes people feel like they are part of something which increases trust and confidence in the product. This podcast conversation discussed the use of social proof to increase conversions on a website.

How to Leverage Customer Feedback for Business Growth

January 17, 2023 • 29 MIN

Join Tray Brunner from Bamboo Avenue as he shares how customer feedback has helped him scale his DTC brand. Learn how to leverage customer feedback to inform product and marketing decisions, diversify products and marketing channels, use surveys and TikTok organic to get more feedback, and expand a US-only online business into retail.

The Benefits of the 'Try Before You Buy' Model

January 10, 2023 • 39 MIN

This podcast conversation discusses the "try before you buy" model and how it fits into the customer journey. Imagine being able to order all the products you want from a shop, without spending any more, receiving those products, trying them or checking them out, and just sending back anything thats not what you had hoped for? And only then do you get charged. Of course you’re convert better. Of course you’re going to spend more money per order. Almost all of the risk in the purchase is removed, because you only pay for the items that you keep, and youre only going to keep the items you’ve experienced and decided are fit for purpose. Seems like a no brainer to me as a business, don’t you? Today i am joined by Ben Davis, Founder and CEO of Trynow, if you haven’t heard of them, they’re a platform that allows businesses to offer a Try Before You Buy model to their customers. Super important given the growth of ecommerce and people purchasing at distance, they obviously dont have the opportunity to experience the product in hand as you would in-store. TryNow changes that.

Disrupting a Billion Dollar Market with Shea Gerhardt

January 3, 2023 • 49 MIN

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.

Creating a Seamless Handoff from Website to Store

December 27, 2022 • 42 MIN

Join us for the latest episode of the podcast, where Cale Ostby, Director of Ecommerce at Wichita Furniture, shares his insights on how to create a great customer experience both online and offline. We'll discuss topics such as marketing automation platforms, website search capabilities, product selection challenges and more. Tune in now to learn more!

Unlocking the Power of Subscriptions in Ecommerce

December 20, 2022 • 29 MIN

In episode 142 of the Customers Who Click podcast, Will spoke with Matt Holman, co-founder of Qpilot. Matt noted that successful subscription companies are able to craft powerful experiences for their customers, collect data, and upsell additional offers. Additionally, we discussed how some brands create a problem or need for customers to subscribe to their product such as skincare products. Will and Matt also discussed Subscribe & Save programs with Legion Athletics and iHeartDogs being used as examples. Matt is the co-founder of QPilot, you can find him on Linkedin or head over to https://qpilot.cloud/.

Optimizing Conversion Rates in the Sofa Industry

December 13, 2022 • 47 MIN

In episode 141 of the Customers Who Click podcast, Will spoke with James Robinson, the Head of CRO at Sofology. We explored a range of topics including CRO for high ticket products, the importance of measuring impact throughout the funnel, and how to provide customisation without overwhelming and confusing customers. Understanding what a business need was, understanding what a user need was, understanding what could be achieved from a digital perspective, and helping kind of create those experiences. Trust is essential for any business, and it comes about through social proof, and the way the company acts and behaves. If a company treats its customers well, gives them a great experience on top of a great product, they’ll see conversion and retention. James is the Head of CRO at Sofology, you can find him on LinkedIn or head over to sofology.com

How Drew Wolgemuth is Successfully Bringing Jewellery Shopping Online

December 6, 2022 • 45 MIN

In episode 140 of the Customers Who Click podcast, we’re joined by Drew Wolgemuth, founder and CEO of Wove. He’s sharing how he’s managed to successfully bring engagement ring shopping, traditionally a more old-fashioned in-person process, into the ecommerce world. Drew has managed to keep this process highly personalised, while also efficient, and at all times maintaining an an excellent customer experience. He’ll be sharing his top tips on how to create an outstanding customer experience with the optimal number of touchpoints and right amount of customer choice. Drew Wolgemuth is the founder of www.wovemade.com, you can find him on Linkedin.

Data-Driven Ecommerce and Success on Amazon with James Gossling

November 29, 2022 • 53 MIN

In episode 139 of the Customers Who Click podcast, we’re sitting down with James Gossling, director of ecommerce at Sports Research. With almost 20 years of experience in the ecommerce space, James brings a wealth of knowledge and experience with him. His approach? Using data to make all of his decisions. James’ shares practical examples of all the different areas where clean data makes all the difference. He’ll share his tips on how to make Amazon work, what the formula is, and how to use data from Amazon to launch successfully in other places. We also discuss why to leave customers on their preferred platform, and resist the temptation to try to pull them across to D2C. James is director of ecommerce at Sports Research, one of the largest Amazon stores - you can find him on Linkedin.

Conversion Rate Optimisation with Carl Weische

November 22, 2022 • 40 MIN

In episode 138 of the Customers Who Click podcast, we’re exploring one of my favourite topics - conversion rate optimisation. One of the things that led Carl to working in CRO is his love for psychology. We’ll be discussing how important it is to meet customers at their current awareness stage, and what that means for the messaging and experience they should receive. We’ll cover what CRO is and isn’t (hint: not just AB tests) and some best practices to discover more about your customers, and use that information to make changes that will improve conversion rate. Carl Weische is the founder of Accelerated Agency, you can find him on Linkedin or visit his website www.acceleratedagency.com.

Mastering Google Ads with Shri Kanase

November 15, 2022 • 42 MIN

In episode 137 of the Customers Who Click podcast, Shri Kanase will be sharing his knowledge and expertise on Google Ads. We’ll cover top tips and challenges with Google Shopping and Performance Max campaigns, how to make your ads stand out, and what not to do. We’ll also cover the importance of making sure your back-end is set-up correctly, and why Google Ads is becoming more competitive. Shri Kanese is the founder of www.yorumarketing.com, you can find him on Linkedin or visit his website https://yorumarketing.com/

Nailing Fulfillment with Harry Drajpuch

November 8, 2022 • 47 MIN

In episode 136 of the Customers Who Click podcast I am talking about fulfillment with CEO of Amware, Harry Drajpuch. With a background in warehousing and logistics before occupying C-level roles, and over 20 years of experience, Harry is probably one of the most knowledgeable people to speak to on the subject of fulfillment. We will be covering the opportunities that fulfillment offers to strengthen one’s brand identity, common mistakes made when it comes to this part of the business, and some top tips on how to set yourself apart. Harry will also share some practical tips on choosing a fulfillment partner, managing couriers, and how best to communicate with warehousing & logistics. Harry is currently CEO of Amware, you can find him on Linkedin.

All About Dropshipping with Ben Knegendorf

November 1, 2022 • 46 MIN

In episode 135 of the Customers Who Click podcast I discuss all things dropshipping with dropship guru Ben Knegendorf. We’ll be discussing the origins of dropshipping, the different tiers (high to low ticket) and what people need to think about to get started, for example, how to decide what to sell and how to choose a partner. We’ll also discuss different considerations between dropshipping and standard ecommerce, and what kinds of marketing are most effective for the average dropshipping business. Ben is the co-founder of Dropship Breakthru, you can find him on Linkedin or visit his website https://dropshipbreakthru.com/ where you can access his podcast and youtube channel.

Behind the Launch of PaddleSmash with Scott and Tim

October 25, 2022 • 51 MIN

In episode 134 of the Customers Who Click podcast I catch up with Scott Brown and Tim Swindle, co-founders of one the latest outdoor games: PaddleSmash. We discuss the challenges and opportunities of launching a product in today’s world, go-to-market strategy, and how to reach and engage with your target audience. With a wealth of experience between them, you’re sure to pick up a few tips in this podcast episode. Scott and Tim are the co-founders of PaddleSmash, and you can find both of them on LinkedIn, or head to www.paddlesmash.com

Augmented Reality in Advertising with Rich Watson

October 18, 2022 • 43 MIN

In episode 133 of the Customers Who Click podcast I discuss all things AR with Rich Watson, founder of Augmented Hype. After clarifying the difference between VR, AR and mixed reality, we delve into some real-life examples of how companies have increased AOV and conversion rates with AR, and, on top of that, reduced the return rate. A lot of that is to do with reducing customer anxiety around knowing what they’re going to get and if it’s going to suit them. Want to get started with AR but don’t know where to start? Rich shares some tips to help you, even if you’re an absolute newbie. Rich is the founder of Augmented Hype, you can find him on Linkedin.

Managing Subscription Models Effectively with Harvey Hodd

October 11, 2022 • 44 MIN

In episode 132 of the Customers Who Click podcast I caught up with Harvey Hodd, co-founder and CEO of Relo by Blueprint. With a background in building and running successful Shopify stores, Harvey witnessed first-hand some of the issues in the customer journey - specifically post-order. We’ll be discussing Harvey’s thoughts about these issues, and how best to solve them. Ultimately struggling with subscription churn prompted Harvey and his business partner to launch an app specifically to help with this problem, so you can expect plenty of practical advice on optimising and managing subscription models effectively. Harvey is CEO and co-founder at Relo by Blueprint, you can connect with him on Linkedin.

Optimizing the Post-Purchase Journey with Blake Imperl

October 4, 2022 • 46 MIN

In episode 131 of the Customers Who Click podcast I have the pleasure of welcoming Blake Imperl on my show for the second time. We’ll be discussing the post-purchase customer journey and how Wonderment are helping Shopify stores to own the communication with customers after they have made a purchase, which ultimately makes them happier and more likely to return. The average consumer checks their order status, about four to five times post purchase, and typically it’s absurd to think is that we've always sent that traffic to a FedEx or DHL, or USPS or Royal Mail, whatever that case is. And we're really missing a lot of opportunity to drive that traffic back to our site. Trust is essential for any business, and it comes about through social proof, and the way the company acts and behaves. If a company treats its customers well, gives them a great experience on top of a great product, they’ll see conversion and retention. Blake is Head of Merchant Enablement at Wonderment, you can find him on Linkedin or Twitter.

What to focus on for the rest of 2022

September 27, 2022 • 57 MIN

In episode 130 of the Customers Who Click podcast I spoke with Jem Bourouh, CEO of Adcubator. We’re going to be exploring how the marketing landscape has changed over the last 12 months At the end of the day, content creators are content creators, actors are actors. And they can showcase products a bit more. It’s important to keep adapting, keep changing things up and looking to improve your marketing. Channels change, consumers change, and if you don’t keep on top of things you’ll fall behind. Jem is the CEO of Adcubator, you can find him on Linkedin.

Squeezing Data out of Forms with Chad Reid - Jotform

September 20, 2022 • 36 MIN

In episode 128 of the Customers Who Click podcast I spoke with Chad Reid, VP of Marketing at Jotform. We’re going to be exploring what the key to a good form is, how to optimise them, and some out of the box thinking ways to use them. Product reviews have become absolutely essential in modern business. And there, we see that products with reviews convert convert at a far higher rate. Collecting data is top of everyones agenda right now. Whether its capturing user feedback, generating leads, or zero party data, forms are being used by every ecommerce business. But the best businesses are constantly optimizing those forms, collecting more, better data. Chad is the VP of Marketing at Jotform, you can find him on Linkedin or head over to https://www.jotform.com/

How 88Vape Grew by Focusing on the Customer Experience

September 13, 2022 • 36 MIN

In episode 128 of the Customers Who Click podcast I spoke with Dean Lee, Head of Digital and Ecommerce at 88 Vape. Vaping, or eliquids, is a regulated industry which does make things more difficult. Payment providers are limited and sometimes more expensive, you’re locked out of certain distribution channels, advertising channels, you might need age verification tools in place, all of which add costs. Once we started to get that message across to the community, and to our audience and our customers they started to understand that we’re just trying to offer a quality, affordable product. Being the cheapest on the market has its pros and cons, as we’ve discussed before, but once you start to build that trust, once you give customers a good experience they’ll keep coming back, and crucially, they’ll bring others with them. Dean is the Head of Digital and Ecommerce at 88 Vape, you can find him on Linkedin or head over to https://www.88vape.com/

Engaging Customers with Fun Drunk Auntie Content

September 6, 2022 • 47 MIN

In episode 127 of the Customers Who Click podcast I spoke with Katrina McKinnon, founder of CopySmiths, and we’re going to be exploring how you can get visitors to engage with your website, and how to find, hire, and manage good copywriters. People love clicking on photos, particularly photos with a little bit of text in it that says something about maybe a product feature or something about what's in that photo. Copy is pointless if no-one reads it, and no-one engages with it, and unless its on the Product Details Page (PDP), it doesnt need to be salesy, in fact, it probably shouldnt. Copy that informs and engages customers converts far better in the long run. Katrina is the Founder of CopySmiths, you can find her on Linkedin or head over to https://copysmiths.com/

Why the Customer Experience is So Important to Kukoon Rugs

August 30, 2022 • 46 MIN

In episode 126 of the Customers Who Click podcast I spoke with Paul Vallely We’re going to explore a range of topics today including their micro-influencer strategy and focus on top of funnel marketing, but we’re also going to talk about how they provide a great on-site experience for customers to ensure they convert as many as possible, and the importance of great customer service. Product reviews have become absolutely essential in modern business. And there, we see that products with reviews convert convert at a far higher rate. Trust is essential for any business, and it comes about through social proof, and the way the company acts and behaves. If a company treats its customers well, gives them a great experience on top of a great product, they’ll see conversion and retention. Paul is the Managing Director of Kukoon Rugs, you can find him on Linkedin or head over to https://www.kukoonrugs.com/

Engaging Customers with Quality Video Content

August 23, 2022 • 42 MIN

In episode 125 of the Customers Who Click podcast I spoke with Frost Li, Founder of Social Chat. Social Chat does focus on shoppable live streams, but they also work with you to ensure you can re-use that content, chop it up and turn it into useful sales material across the customer experience. Video content, especially live, is great for dealing with questions and concerns. A lot of the time customers dont want to read paragraph after paragraph of text to find the answers, but the same content in video format can be acceptable to them. I've always been working to really get users to click more, and more importantly, with satisfaction with every click. This satisfaction piece is key. Customers have limited tolerance for websites, so if they’re not getting what they expected when they click, that tolerance gets used up and eventually they bounce. Frost is the Founder of Social Chat, you can find her on LinkedIn or head over to https://socialchat.ai/

Achieving Brand Consistency Before Trying to Scale

August 16, 2022 • 50 MIN

In episode 124 of the Customers Who Click podcast I spoke with Ruthie Sterrett, founder of the Consistency Corner. Ruthie helps brands establish the foundations of the marketing strategy to ensure consistency. As someone who has worked in startups as well as those larger established businesses, I can say from firsthand experience that consistency is key. If you keep changing branding, changing design style, tone of voice, or if you just dont have this in the first place, its all a lot more difficult! What you all have to remember is what's your brand promise? What is the outcome that you're giving to your customers, either through the in-store or online experience. What you want your customers to feel is such an important way of thinking about brand and consistency. If you’re not focused there, its impossible to create that feeling in your customers, and so they wont build that emotional attachment to your business. Ruthie is the Founder of the Consistency Corner, you can find her on LinkedIn or head over to https://www.ruthiesterrett.com/.

Boosting Average Order Value with Personalised Experiences

August 9, 2022 • 34 MIN

In episode 123 of the Customers Who Click podcast I spoke with Shanif Dhanani, the founder of Apteo, a tool which automatically segments your customer base and provides recommended upsells and recommendations to them with the objective of boosting conversion rates and average order value. If you're sending something that delights them, then customers are going to care more about what you have to say. Personalisation is key, and while you can do some of it manually (e.g. if people buy this product, then recommend the complementary products), automation will not only make your life easier, but you’ll see better results from it as well. Shanif is the Founder & CEO of Aoteo. You can connect with him on LinkedIn or head over to .https://www.apteo.co/

Maintaining Tone of Voice Consistency Across Markets & Audiences

August 2, 2022 • 50 MIN

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 rare to find a photo company who are charging full price, so we need a point of difference. Differentiation is key, especially in highly competitive markets, and while you may have to introduce discounts to keep your pricing at a similar level to competitors, its essential to have those points of differentiation that convince customers youre the better service for them, and keep them coming back. Rachel is the Head of Copy at Photobox. You can connect with her on LinkedIn or head over to https://www.photobox.co.uk/.

Optimising with Brand First CRO

July 26, 2022 • 46 MIN

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 essential to have that brand consistency in the first place. You need to be recognisable, and you need to be consistent if you expect people to remember your brand and come back to purchase from you. There’s tremendous merit in customer surveys and A/B tests, but we really are kind of a step before that. They provide a UX teardown of a website with a focus on brand and consistency to help companies lay the foundation for optimisation. If you’d like to contact Shaun you can reach out to him on LinkedIn or visit the Oddit website.

How Furniture Boxs’ Tech Stack Helps Them Launch New Channels

July 19, 2022 • 45 MIN

In episode 120 of the Customers Who Click podcast I spoke with James Ewens, the Head of Ecommerce at Furniture Box. We had a great chat about how businesses can use their tech stack to help them grow. Not just from a marketing point of view, but also creating efficiencies within the business, and removing mistakes and errors. All of what we do is based around using tech to further improve the speed at which we can list or the efficiency with which we can sell. If you can make efficiencies in key areas of the business, such as Product Information Management, it can significantly speed up the process of listing products on new channels, and it also reduces the likelihood of mistakes being made. This in turn then gives you more time and resource to dedicate to other areas of the business where you havent yet made these efficiencies. James is the Head of Ecommerce at Furniture Box. You can connect with him on LinkedIn or head over to https://www.furniturebox.co.uk/.

Making Money with Shoppable Live Streaming

July 12, 2022 • 52 MIN

In episode 1119 of the Customers Who Click podcast I spoke with Sarah Williams, an on-air host and producer. She specialises in shoppable live streaming, helping brands sell using engaging video content that also engages their community at the same time. The money that gets made through shoppable live streaming in the east is just, it's insanity. It can be a bit tough to get into shoppable live streaming, and really make it work for your business. But if you get it right, the rewards it will reap will be amazing. This can work for any business that has products that either require a bit of an explanation, or benefit from demos and tutorials. Fashion might be a bit more difficult, but anything skincare, jewellery, beauty is great. Even electronics, computing, home appliances, cooking, maybe food…as long as you can create content showing off your products and talking about them without talking unnecessarily. Sarah is an on-air host and producer, you can connect with her on LinkedIn or head over to her website, Jeremy is the Chief Growth Office of ConversionAdvocates, a CRO agency specialising in turning data into business intelligence. Jeremy has been running CRO programs for over 14 years. You can connect with him on LinkedIn or head over to https://sarahwilliams.tv/

Growing Your Business with Great Customer Service

July 5, 2022 • 46 MIN

In episode 118 of the Customers Who Click podcast I sat down with Neil Forrest, the Strategic Partner Manager at Gorgias, one of the most popular customer support platforms in the ecommerce space right now. A lot of businesses treat customer service as a cost centre, its just something that has to be done. But there’s actually so much opportunity to help the business grow by both converting, and retaining customers. And while it probably shouldnt be treated as a sales team, its absolutely possible to measure the impact good customer service has on revenue. The key thing that people agreed on was doubling down on retention. Its looking more and more likely that we’re going to head into a difficult period, so its absolutely crucial that businesses do whatever they can to convert customers, and importantly retain them. Retained customers are significantly cheaper to generate extra revenue from, so once you’ve got people through the door, make sure you keep them. Neil is the strategic partner manager at Gorgias, an ecommerce focused customer support platform. You can connect with him on LinkedIn or head over to https://www.gorgias.com/.

Growing a D2C Brand by Focusing on the Customer

June 27, 2022 • 66 MIN

In episode 117 of the Customers Who Click podcast I spoke with Anthony Ciavirella, one of the Co-Founders at ManMade, a new men's products brand based in Canada. They place a huge focus on the quality of their product and speaking with their customers to make sure they continue to provide the best for them. Impressively, they’ve managed to put together a team of four friends who not only get along fantastically, but also complement each other's ability It’s myself and my three best friends, our tightest and more compatible friends. They spent 10 months in R&D putting together, going through about 34 iterations to come up with their hero product. There’s no cutting corners for these guys, they’re serious about their stuff (and I can confirm, its great!). Anthony is the Co-Founder at ManMade, a mens products brand based in Canada. You can connect with him on LinkedIn or head over to https://manmadebrand.com/.

How to Effectively Communicate Your Brand Values

June 21, 2022 • 63 MIN

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 products? People do care, but they still want a product that does the job its being bought for. The key is to weave your messaging into the product page and the customer experience. Your sustainability messaging might draw them in to your website, but the product still has to sell itself. Thats always going to be the primary concern for a customer. Pete is the Head of Marketing at BAM, you can find him on LinkedIn or check out https://bambooclothing.co.uk/

Why is CRO Such a Misunderstood Discipline?

June 14, 2022 • 54 MIN

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 experiences, so only the good remain. If you really focus on the customer experience, the customer journey, and what their goals are, thats only going to work in your favour. Too many brands try to put pressure on customers to complete a purchase through FOMO or scarcity, or just run promotions. When actually, going back to basics, understanding customers and communicating to them properly is whats needed. Jon is the Founder & CEO of thegood. You can connect with him on LinkedIn or head over to https://thegood.com/.

Automate Your Ecommerce Business For Success

June 7, 2022 • 46 MIN

In episode 114 of the Customers Who Click podcast I sat down with Kaus Majita, Co-Founder of Mason, to talk about how brands can use automation to grow their business. Not just your standard marketing automation emails though, there’s a wealth of opportunity out there for brands to automate areas of their business and become more efficient. About 25,000 stores set up on Shopify every month, thats a crazy amount of choice for customers. Brands are going to succeed by doing 2 things well, standing out, and creating efficient businesses. Think of all the tasks you spend hours doing each week, realistically how many of those could be automated to save you time? Thats what Kaus and Mason are here to help with. Kaus is the Co-Founder of Mason, a content automation platform for ecommerce brands. You can connect with her on LinkedIn or head over to https://getmason.io/.

The Do’s and Don’ts of Succesful SMS Programs

May 31, 2022 • 49 MIN

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 messaging and conversational SMS. SMS, at its core, is a relationship building channel. There’s more to SMS than just a revenue channel, and infact if you treat it as one, you’ll see your list disappear quicker than a Man Utd title challenge. Blake is the Head of Partner Community at Attentive, you can find him on LinkedIn or head over to the Attentive website.

Growing D2C Brands at Scale While Staying Efficient

May 24, 2022 • 41 MIN

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 strategic with where we’re spending our dollars, and understanding which channels are actually going to drive growth. Making sure a channel works organically for you is not only a great way to understand that channel, but also to ensure that you’re not solely reliant upon paid acquisition. All marketing costs money of course, but there are definitely advantages in enhancing a channel with paid, rather than being solely focused on paid. Axel is the Head of Growth at https://meetlalo.com/ and you can find him on LinkedIn.

Creating Remarkable Customer Experiences

May 17, 2022 • 44 MIN

In episode 111 of the Customers Who Click podcast I’m joined by Grant Deken, the CEO of Unstack, and we’re going to be discussing landing pages in the ecommerce space, and how they can produce better ROI for your acquisition efforts. How do you put all that data into action to get better results for the marketing that you're already doing? Companies put so much time and effort into tweaking ad copy, creative, audiences to try to get that perfect mix, but then dump them all back onto the same generic homepage or product pages. Landing pages have always been key for B2B, but there’s no reason why they can’t be for B2C as well. Grant is the Co-Founder & CEO of Unstack, a Shopify landing page platform designed to create tailored experiences for your customers and drive better marketing ROI. You can connect with him on LinkedIn or head over to https://www.unstack.com/

Why Buying a Business May Be Better Than Starting From Scratch

May 10, 2022 • 43 MIN

In episode 110 of the Customers Who Click podcast I spoke with Ramon Van Meer, the owner of Alpha Paw, a pet company who specialised in dog ramps, but now offer a variety of pet based products. In this episode we’ll be talking through Ramon’s background, how he came to identify and purchase Alpha Paw, and how hes turned it into a multi million dollar business in such a short space of time. If I had to built that from scratch, it would have taken me 12 months to get it to the same level as when I bought it. The key thing really is to focus on what you’re good at. If you’re not good at getting a business started, buy one that has a decent base, and then put your skills to use growing it. Ramon is the Founder of Alpha Paw, a brand selling vet recommended pet products. You can connect with him on LinkedIn or head over to https://www.alphapaw.com/

Launching Successful Subscription Programs

April 29, 2022 • 47 MIN

In episode 109 of the Customers Who Click podcast I spoke with Evan Padgett, the Chief Operating Officer at Stealth Venture Labs about how brands can launch their own subscription services. The shift to online has lead to a really friendly atmosphere for subscriptions. Subscriptions can be really powerful for a business, a great source of recurring revenue, but its also easy to get it wrong and have it cost you a lot of money. Evan joined me to explain how brands can get it right. Evan is the Chief Operating Officer at Stealth Venture Labs, a performance marketing agency in the US. You can connect with him on LinkedIn or head over to https://www.stealthventurelabs.com/

Building Trust Through Personal Reputation

April 26, 2022 • 35 MIN

In episode 108 of the Customers Who Click podcast I spoke with Bant Breen, the founder of Qnary who provide reputation management and talent branding solutions. In this episode we explored why building personal reputation is so important, and can really drive trust in a ecommerce brand. Leveraging that human voice is critical to building trust in a business. Some of the most powerful campaigns I’ve run for my clients have involved personal style communications. Ones that come from an employee and are written as if they are from a person. Consumers want to engage with brands that they feel are run by real people, and this is why building personal reputation is so important. If you’d like to connect with Bant you can find him on LinkedIn or head over to https://www.qnary.com/.

How to Craft the Perfect Affiliate Strategy

April 19, 2022 • 44 MIN

In episode 107 of the Customers Who Click podcast I was joined by Dominick Keenan from ClickBank, one of the biggest affiliate platforms in the world. We’re going to be talking through what makes a good affiliate program, what mistakes brands make, and also what brands need to be aware of & cautious of when dealing with affiliates. While it is a performance channel, affiliate marketing isn’t just a platform channel, its a relationship channel. You absolutely need to be building relationships with affiliates that you actually want to work with, and will perform for you, you can’t just signup anyone and let them do their thing. Dominick is the VP of Sales & Account Management at ClickBank, an affiliate marketplace for entrepreneurs and ecommerce companies. You can connect with him on Linkedin or head over to https://www.clickbank.com/

Omnichannel vs D2C - The Pros & Cons with Ryan Rouse

April 12, 2022 • 54 MIN

In episode 106 of the Customers Who Click podcast I spoke with Ryan Rouse, the Chief Digital Officer at HighKey, who produces sugar-free versions of all your favourite snacks. In this episode, we delve into the Omnichannel vs D2C debate and Ryan explains the pros and cons of each, and how to approach each channel individually. ‘Solving a very real problem in the market, it sounds obvious, but it’s one of the core fundamentals.’ Ryan is the Chief Digital Officer of HighKey, producing sugar free snacks. Ryans had an amazing career including a meal kit business that he sold to HelloFresh. You can connect with him on LinkedIn or head over to https://highkey.com/

Gaining a Competitive Advantage in PPC Search Marketing

April 5, 2022 • 42 MIN

In episode 105 of the Customers Who Click podcast I spoke with Frederick Vallaeys, the CEO of Optmyzr about how you can get ahead of the competition in the PPC space, despite everyone having access to the same tools, the same ability to set up campaigns. The human element will help you stand out and beat the competition. It’s all about the human element, and this is where being a real marketer is worth its weight in gold. There are so many platform experts out there, or less experienced business owners who just set their campaigns up and let Google do its thing. But real marketers who understand customer behaviour have a huge advantage. Frederick is the CEO of Optmyz, a SaaS tool allowing for smarter automation in pay-per-click search. Prior to that Frederick spent almost 10 years at Google , half as their Adwords Evangelist. You can connect with him on LinkedIn or head over to https://www.optmyzr.com/.

How to Integrate SMS into your Marketing Automation

March 29, 2022 • 39 MIN

In episode 104 of the Customers Who Click podcast I spoke with Navin Jain from Klaviyo about the impact SMS is having in the eCommerce world, and how brands can integrate it into their marketing automation strategy. SMS is a very intrusive channel. You have to get it right to avoid unsubscribes and annoying your customers. Talking to customers like you know them is so important these days, with the vast majority of customers stating they want brands to care, and they want to be spoken to directly, not as if they are 1 in a million other customers. Jeremy is on the Customer Growth team at Klaviyo, a CRO agency specialising in turning data into business intelligence. Jeremy has been running CRO programs for over 14 years. You can connect with him on LinkedIn or head over to https://www.klaviyo.com/.

How Newton Baby Successfully Launches New Products

March 23, 2022 • 36 MIN

In episode 103 of the Customers Who Click podcast with Aaron Zagha, the Chief Marketing Officer at Newton Baby, we'll be exploring how Newton Baby has shifted their focus away from Average Order Value and towards Customer Lifetime Value. “We are currently running, or have tested pretty much every ecommerce channel there is” With both a pretty niche audience, and incredibly low purchase frequency products, it’s of course important that Newton Baby test and test and test to make sure that not only are they getting in front of as much of that audience as possible, but that it’s also converting and performing. Aaron is the Chief Marketing Officer at Newton Baby, a consumer goods company selling various sleep related products for babies. You can connect with him on LinkedIn or head over to https://www.newtonbaby.com/.

Find Out How This D2C Brand Thrives in a Traditionally Retail Market

March 15, 2022 • 39 MIN

In episode 102 of the Customers Who Click podcast I spoke with Amanda Holberg, the Director of Growth at Clare, a next generation paint brand that’s completely re-imagined the paint shopping experience for today’s consumer. In this episode we’ll be talking through how Clare has managed to thrive in a market which has traditionally been driven by retail. “We’ve pioneered an easier, faster, more inspiring way to shop for paint, and our mission is to help people everywhere create beautiful spaces” At Clare, they know that the customer has a tough, and very important decision to make, as painting your home isn’t something you do every month. So they place a huge emphasis on education, and the sampling experience to ensure that customers are fully prepared for what they’re getting in to. Amanda is the Director of Growth at Clare, disrupting the home decorating industry. Amanda has spent years building sustainable growth strategies for brands spanning D2C, eCommerce, Consumer Electronics, Subscription, and education. You can connect with her on Linkedin, or check out the Clare website.

Retention is More than Just Email Marketing

March 8, 2022 • 45 MIN

In episode 101 of the Customers Who Click podcast I spoke with Alex McEachern, Director of Marketing at Repeat. In this episode we’re going to be talking about why retention marketing is so important, but also why there is so much more to it than just email marketing. It’s getting tougher and more expensive every week to acquire new customers at the moment, so its absolutely vital that brands are putting in the time and effort into the retention side of the business. But its not as simple as just setting up a few automations and then blasting out a campaign every week, there’s so much more to retention, and definitely more than 1 ‘retention marketer’ can do. Alex is the Director of Marketing at Repeat. A SaaS platform that enables brands to turn one time buyers into repeat customers. You can connect with him on LinkedIn or head over to https://www.getrepeat.io/.

How to Start Your Own Conversion Rate Optimisation Program

March 1, 2022 • 57 MIN

In episode 100 of the Customers Who Click podcast with Jeremy Epperson, the Chief Growth Officer at ConversionAdvocates, we'll be exploring how brands can get going with Conversion Rate Optimisation, Jeremy is a leader in the Conversion Rate Optimisation space with over 14 years experience helping startups kick off their CRO programs You can connect with him on LinkedIn.

You can grow without overdiscounting, and this DTC brand is the proof

February 22, 2022 • 45 MIN

In episode 99 of the Customers Who Click podcast with Ian Young, VP of Growth at Parachute Home, we’ll be exploring how brands can move away from aggressive discount messaging. Ian is the VP of Growth at Parachute Home, a DTC brand selling premium quality home essentials. Ian’s had some great experience in a few different industries, including the Flash Sales industry, with B2B and B2C experience as well as experience growing two-sided marketplaces. You can connect with him on LinkedIn, or head over to https://www.parachutehome.com/.

How testing was key to this brand’s rapid growth

February 15, 2022 • 43 MIN

In episode 98 of the Customers Who Click podcast, Dan Shunn, the Head of CRM at Air Up, joins me to talk to us about how Air Up has grown over the last year, and how Word of Mouth has become such a huge part of their acquisition mix, as well as providing us with some insight into how he runs his CRM program there. Dan is the Head of CRM at Air Up, developers of the revolutionary air up® drinking system that flavours water by scent alone. He’s an experienced CRM specialist with a history working in the food, FMCG, sport and telecoms industries.

How this DTC brand is driving growth by providing a luxurious customer experience

February 8, 2022 • 31 MIN

In episode 95 of the Customers Who Click podcast, Joe Anhalt, VP of Marketing at Koio, joins me to talk about how they’ve diversified their marketing channels away from Facebook and paid social, how email and SMS fit into their marketing mix for both acquisition and retention, and how they stand out and really show the value of their products. Joe is the VP of Marketing at Koio, a DTC brand selling handcrafted Italian leather sneakers. Before getting involved in direct-to-consumer marketing, Joe started as a copywriter, which quickly morphed into learning email and content marketing, social media, etc. During his journey, he’s worked with companies like Kool-Aid, Spot Hero, and Interior Define before finally settling at Koio. You can connect with him on Twitter, LinkedIn, or head over to https://www.koio.co/.

Secrets to building a customer-centric DTC brand

February 1, 2022 • 45 MIN

In episode 96 of the Customers Who Click podcast, I had a fantastic chat with Stephanie Bregman about how Manly Bands overcame attribution and other data issues caused by the recent iOS changes, how licensed partnerships have been a powerful contributor to growth, and how they keep on top of new technologies and emerging customer experiences. Stephanie is the CMO of Manly Bands, an ecommerce business selling unique wedding bands for men. Stephanie has been involved in retail marketing for 20 years and started off as a marketing consultant for MB. You can connect with her on LinkedIn, Twitter or head over to https://manlybands.com/.

Turning your hero products into sales Superheroes

January 22, 2022 • 43 MIN

In episode 95 of the Customers Who Click podcast, I had a great chat with Ross Davies about how to design high-converting hero product pages. Ross is the Managing Director of Strafe Creative, a design agency specialising in conversion-led design. He has years of experience in progressive Program/Project Management experience in Web Design, Graphic Design, Print Design, 3D Games Design, Product Development, & Information Technology and has helped Strafe Creative become one of the fastest-growing digital design agencies in Nottingham. You can connect with him on LinkedIn, Twitter or head over to https://www.strafecreative.co.uk/.

Driving ecommerce sales with SMS & Instant Messaging

January 18, 2022 • 55 MIN

In episode 94 of the Customers Who Click podcast, I had a fantastic chat with Jeremy Horowitz about how SMS and Instant Messaging is the must-have channel for 2022. Jeremy is the Director of Marketing at Daasity and host of the Messenger Mastermind Podcast. He’s also an early-stage investor for startup ecommerce brands and SaaS apps. Jeremy has been involved with SM marketing since 2017 when he first started experimenting with it. Today, for some of his clients, SMS revenue surpasses their email revenue. You can connect with him on LinkedIn, Twitter or head over to https://www.daasity.com/.

Find out how this DTC brand grew to 6 figures using content marketing

January 10, 2022 • 38 MIN

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. Asad is the Co-Founder of Nolii, a lifestyle-led tech accessories ecommerce brand. He has been involved in the telecoms and tech industry for 12 years but surprisingly, he comes from a medical background. Specifically, optometry. You can connect with him on Twitter, LinkedIn or head over to https://nolii.com/

Give your customers what they want and watch your sales grow

January 4, 2022 • 36 MIN

“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.” In episode 92 of the Customers Who Click podcast, I had a great chat with Howard Tiersky about how ecommerce businesses need to adapt and innovate to provide more value for the customer and grow. Who doesn’t remember Blockbusters? It’s all that we have left today - a memory, because as we know Blockbusters failed to take advantage of the digital transformation and… Well. You know who rules the streaming world today *cough* Netflix *cough* . Blockbusters, and many other long-established businesses ceased to exist in the recent years for one simple reason: they failed to serve their customers’ needs. The good news is, these are extreme examples, but I also know that many of today’s DTC brands struggle to provide more value for their customers and as a result, watch them leave one by one in favour of competitors who offer better customer experience. How can you change that? If you feel like you’re forever a step behind your competitors, and can’t seem to really understand what drives your customers, this episode is for you. Howard is a speaker, author and digital marketing consultant who helps the world's largest brands navigate digital transformation — to re-invent their customer journeys to earn the love of today's "Digital Customers." In the 20 years of his professional career, Howard has worked with many Fortune 1000 companies, including General Motors, General Electric, NBC, Universal, Avis or Airbus. You can connect with him on LinkedIn, Twitter or head over to https://www.from.digital/.

Components of a Great SEO Strategy

December 28, 2021 • 48 MIN

In episode 91 of the Customers Who Click podcast, I had an enlightening conversation with Brett Lane, a Search Engine Optimization (SEO) Consultant. In this conversation, we talk about Google algorithms, how they've changed over the years, the direction they're heading in, and how to better optimize your website for search. We also talked about how you can use SEO to ensure the diversification of traffic to your website.

How to Improve Conversion Rate Optimization

December 21, 2021 • 58 MIN

In episode 90 of the Customers Who Click podcast, I had an insightful conversation with Simon Clark, head of CRO at Evolved Search ― UK’s best large SEO agency. In this episode, we talk about improving conversion rates in businesses and how to tackle issues related to conversion.

Dominating Through Customer Experience

December 14, 2021 • 47 MIN

In episode 89 of the Customers Who Click podcast, I had an amazing conversation with Paul Davis, Chief Commercial Officer (CCO) of ShoeSize.Me, which is an AI-based shoe sales assistant for the e-commerce market. In this conversation, we talk about the customer journey and the impact of providing customers with alternatives.

Communicating With Customers in D2C World

December 7, 2021 • 58 MIN

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 conversation, we talk about customer experience, how to adopt tech early to help with friction, and why communication with the customer is crucial.

How to Stop Struggling With Low D2C Conversions

November 30, 2021 • 53 MIN

In episode 87 of the Customers Who Click podcast, I had a fantastic interview with Drew Himel about how to supplement your email marketing strategy with SMS marketing, how to personalize your email marketing strategy, and how to make conversion rate optimization (CRO) efforts more profitable.

Making Your D2C Marketing Strategy More Resilient

November 23, 2021 • 51 MIN

In episode 86 of the Customers Who Click podcast, Brad Smith, Founder of Codeless Interactive and CEO at Wordable, shares great actionable tips on how you can give your SEO a boost, suggests where unexplored opportunities may lie, and discusses key challenges brands are facing in this space.

Secrets of a Fast-Growing D2C Brand

November 16, 2021 • 35 MIN

In episode 85 of the Customers Who Click podcast, we talk to Laur Fiatoa, Director of CRM and DEI Committee Chair at Helix Sleep. Laur manages three different brands under the Helix Sleep umbrella: Helix Sleep, Allform by Helix, and Birch by Helix. She explains how this diversification has helped grow this fantastic and still quite young D2C brand grow fast!

Make Customers the Center of Your Marketing

November 9, 2021 • 59 MIN

In episode 84 of the Customers Who Click podcast, I talked to Srdjan (Serge) Popovic, CMO of Crossrope, about how their brand navigated the challenge of privacy-first advertising by capitalizing on their Facebook community & affiliate partners.

How to Sell Your Online Business for Top Dollar

November 2, 2021 • 43 MIN

In episode 83 of the Customers Who Click podcast, I talked to Joe Valley of Quiet Light Brokerage about various ways to plan a wealthy exit from your online business and the mistakes to avoid along the path. Joe Valley is a serial entrepreneur and currently a co-owner at Quiet Light Brokerage, a leading online-focused M&A advisory firm. He has also built, bought, or sold over half a dozen of his own companies.

How to Diversify Your D2C Marketing Strategy Beyond Facebook and Instagram

October 26, 2021 • 22 MIN

In episode 82 of the Customers Who Click podcast, I talked to Doe Lashes founder Jason Wong about their growth tactics and unconventional platforms that they use for content marketing of their D2C products.

Secrets to an Efficient and Profitable Online D2C Business

October 19, 2021 • 64 MIN

In episode 81 of the Customers Who Click podcast, I had a profound conversation with Christopher Hann, Customer Acquisition Manager at Virgin Pure. We talked about the importance of data and how it helps to find opportunities to maximize your conversion rate. We also talked about the challenges of a D2C brand and the advantages and impact of being associated with a major brand like Virgin.

Be Better Than Your Competition Through Trust and Effective Customer Service

October 12, 2021 • 46 MIN

In episode 80 of the Customers Who Click podcast, I had an invigorating chat with Andrew Lees, Founder of Stoke Ventures and Co-founder of Maholla Products, a company that creates the Grassracks brand. We talked about how to build trust with your customer, simple steps to differentiate your brand through better customer service, and how affiliate marketing and Pinterest can help boost your online sales.

How to Create a Brand Your Customers Cannot Ignore

October 5, 2021 • 46 MIN

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, botanicals, and natural plant fiber for a healthy gut. In this talk, we go through examples and anecdotes - from OLIPOP and other brands - to help you upgrade your definition of customer experience.

Let Loyal Customers Market your Brand

September 28, 2021 • 42 MIN

In episode 78 of the Customers Who Click podcast, I had an invigorating chat about UGC (User Generated Content) with very talented Saunder Schroeder.

Micro-Influencers for Major Social Media Success

September 21, 2021 • 39 MIN

In episode 77 of the Customers Who Click podcast, I talked about various ways to use micro-influencer-generated content in your marketing strategy with David Morneau.

Powerful Marketing Segmentation Secrets

September 14, 2021 • 41 MIN

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, how we can use them, and also what mistakes we must avoid when using customer quizzes to develop your audience segments.

Influencer Marketing Mastery

September 7, 2021 • 45 MIN

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 marketing. We also talk about what mistakes hold brands back from their profits, and how brands & affiliates can survive a cookie-free world.

Supercharge your YouTube Ad Strategy

August 31, 2021 • 41 MIN

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 to avoid.

Why some Brands act Creepy

August 24, 2021 • 53 MIN

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 laws may just be scraping the bottom of the data barrel.

Putting Word-of-Mouth on Steroids

August 17, 2021 • 52 MIN

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. 

How to Influence People to Buy

August 10, 2021 • 42 MIN

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 sales funnel, where the Amazon customer is ready to buy, is not the same as the language needed to influence someone to click onto the product page from Google.

Improve Retention with the Post-Purchase Experience

August 2, 2021 • 47 MIN

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 top retailers, an astonishing 87% cease communications right after checkout). No shipping updates. Boring unboxing experience. 

The Impact of iOS14.5

July 26, 2021 • 40 MIN

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 data tracking. Shane is the CTO of Silicon Valley Consulting, a company helping companies to utilize data to build revenue-generating tools and insights.

The RACE to the Email Inbox

July 19, 2021 • 63 MIN

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 blasting out emails on a regular basis hoping for a 1-2% conversion rate.

Building a Multi-Million Dollar Business with Email

July 12, 2021 • 45 MIN

I’m joined by Tyler Sullivan to talk about email marketing that converts. Tyler is the founder of BombTech Golf, an eCommerce store with over $20 million sold online since 2012 and  eCom Growers, a certified Klaviyo email marketing agency. He calls himself an accidental entrepreneur, as his journey with BombTech Golf started when he became frustrated with poor quality golf club assembly. Tylor decided to cash in his 401k, started making his own ones and sold them by engaging with his Facebook follower

How to Scale your Website with Your Growth

July 5, 2021 • 55 MIN

In episode 66 of the Customers Who Click podcast, I had a great chat with Chase Clymer about optimising DTC brands for growth. Chase Clymer is the Co-founder of Electric Eye, an agency that increases sales for ecommerce brands. Chase is also the host of Honest Ecommerce, a weekly podcast, community & educational resource providing online store owners with honest, actionable advice to increase their sales and grow their business.

How to Add Amazon to Your Sales Channels

June 28, 2021 • 47 MIN

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 acquiring new customers. I see it as a fantastic opportunity to get more visibility for your own brand.

The Key to Success? Asking the Right Questions

June 21, 2021 • 55 MIN

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 to map out their shopping journey so that you can deliver the right message to the right person at the right time. 

Why Every Marketer Needs a Swipe File

June 14, 2021 • 37 MIN

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 for later.

How to use SMS as a 1:1 Marketing Channel

June 7, 2021 • 43 MIN

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 know it can be seen as quite intrusive, almost pestering customers but when done well and adds value to the customer journey - it works well.

How to Create Funny Marketing Videos

May 31, 2021 • 49 MIN

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 something for your ads, you know that going “viral” isn’t as simple as getting your dog dressed up as a pirate on camera.

The Way Forward with Unified Commerce

May 24, 2021 • 51 MIN

In episode 60 of the Customers Who Click podcast, I had the pleasure of speaking to James Denker about unified commerce. James is the Director of Partnerships at Imagination Media, a digital agency helping eCommerce brands transform their tech stack to increase sales, decrease expenses and streamline their entire business. For the last ten years, he’s been managing, delivering, and selling various IT solutions in the private sector.

How to Make Subscriptions Work

May 17, 2021 • 49 MIN

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. People love the convenience. But subscription brands are having trouble with converting, engaging, and retaining those customers.

How to Pick The Right Marketing Tech Stack

May 10, 2021 • 52 MIN

Derric Haynie joined me to talk about picking the right tech stack.

Site Speed, the Silent Conversion Killer

May 4, 2021 • 54 MIN

In episode 57 of the Customers Who Click podcast, I was joined by Robert Rand to talk about site speed. Robert is the Director of Partnerships & Alliances at JetRails, a mission-critical eCommerce hosting service. Robert has over a decade of experience in helping merchants benefit from sound eCommerce and digital marketing strategies, assisting organizations of all types and sizes to grow and succeed via digital commerce.

How does Understanding the Profit Curve Drive Growth

April 27, 2021 • 56 MIN

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.

The Real Value Behind a CRO Strategy

April 20, 2021 • 61 MIN

In episode 55 of the Customers Who Click podcast, I had the pleasure of speaking to Joris Bryon about conversion rate optimisation. Lots of brands focus on adding more and more traffic to the mix and focusing on the conversion rate of that traffic as a whole, but there’s so much more to it...including the value side.Joris is the Founder and CEO of Dexter, a digital marketing agency focusing on helping 7 & 8-figure eCom brands increase revenues and margins without spending more on advertising.

Why First Party Data is Crucial To Long Term Growth

April 13, 2021 • 48 MIN

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 of it. In episode 54 of the Customers Who Click podcast, I spoke with Jon Halley about the importance of first-party data. Jon is the European Executive Director of Wunderkind, a performance marketing agency delivering one-to-one messages at scale at a scale that’s not otherwise possible.

Buyer Psychology & The Customer Journey

April 6, 2021 • 69 MIN

In episode 53 of the Customers Who Click podcast, I had a fantastic chat with Kenda Macdonald about buyer’s psychology and customer journey.  Kenda is the CEO of Automation Ninjas, a digital agency specialising in behavioural marketing automation. Interestingly enough, Kenda started off as a Forensic psychology major, but while still in Uni, she got involved in marketing automation and realised there’s a massive mismatch between the way the brain works and how people put marketing together.

The Underrated World of Customer Value Optimisation

March 30, 2021 • 62 MIN

In episode 52 of the Customers Who Click podcast I spoke with the CLV Lady herself, Juliana Jackson about customer value optimisation. Have you ever wondered how the biggest brands are built? By focusing on long-term strategy as opposed to looking for quick wins and gains. That’s exactly what customer value optimisation is - delivering an excellent and unforgettable shopping experience to create customers for life.

The Key to Mastering Subscriptions

March 23, 2021 • 61 MIN

In episode 51 of the Customers Who Click podcast, I had a fantastic chat about DTC subscriptions with Racheal Vaughan Jones. I love subscriptions and so do the customers - DTC subscription commerce has seen a steady 17% year over year growth in the past 5 years and according to a report by the Subscription Trade Association (SUBTA), 75% of DTC brands will offer some kind of subscription services by 2023.

Why Storytelling is the Most Powerful Marketing Tactic

March 16, 2021 • 58 MIN

In episode 50 of the Customers Who Click podcast, we’re exploring the power of storytelling with my good friend, Rishi Rawat. Rishi is the Founder & Product Page Optimization Specialist at Frictionless Commerce, a digital marketing agency specialising in Shopify stores optimisation. He’s been involved in  DTC storytelling and product page optimisation for about 13 years now and finds his inspiration in an 1897 Sears catalog (which he still owns).

The Importance of Contextual Customer Sentiment

March 9, 2021 • 46 MIN

In episode 49 of the Customers Who Click podcast, I had a fantastic chat with Tom Griffiths about the importance of monitoring customer sentiment. Tom is the Chief Revenue Officer at talkAItive, the world's first AI Consumer Digital Intelligence tool to understand emotions. He has spent the last 7 years within media and Tech building relations, implementing strategy, growing revenue and raising capital. Tom has a thirst for knowledge and a strong fascination with Big Data, and Data Analytics.

The Most Important Part of a Martech Stack

March 2, 2021 • 50 MIN

In episode 48 of the Customers Who Click podcast, I spoke with Deri Jones about how to build a reliable tech stack. If there’s a way to complete a task without getting a team of developers involved, you’d probably jump right onto it - I know I would (and I do!). Sometimes there really is no need to reinvent the wheel, especially when a single widget or a plugin can do the job, right? But, with so many options available to marketers today, choosing the right solution can be a bit of a nightmare.

The Key to Running Promotions Strategically

February 23, 2021 • 49 MIN

In episode 47 of the Customers Who Click podcast, I had a fantastic chat with Robin Coles about promotional strategies. Robin is the Managing Director EMEA at XCCommerce which is a leader in transformative, state-of-the-art, cross channel, promotion solutions. He’s been involved in retail for about 35 years, helping brands improve their omnichannel strategies. Robin is currently responsible for expanding XCommerce into the UK and Europe. You can connect with him on LinkedIn or Twitter.

Is Gamification the Future of Customer Experience?

February 16, 2021 • 43 MIN

In episode 46 of the Customers Who Click podcast, I chat with Damien Roux, Chief Executive Officer of Drimify, about gamification. The beauty of gamification is that it can be applied to any aspect of your business, whether we’re talking onboarding new or re-engaging churned customers or even building employee happiness as well. Gamification is much more than rewards and badges. It could be a quiz or a test - anything that augments the experience for the customer and provides value for everyone.

Customer Service Is Your Best Marketing Team

February 9, 2021 • 43 MIN

In episode 45 I had a really great chat with Charlotte Purvis, a customer service consultant, all about why brands need to make sure they are properly valuing and ‘exploiting’ their customer service teams. Charlotte Purvis is a Customer Service Consultant, trainer, coach, speaker, and enthusiast. She developed the Customer Communication Formula and has tested it for over 20 years with clients in corporate, campus, and community settings. Her programs have influenced millions of customer interactions.

The Power of True Personalisation

February 2, 2021 • 54 MIN

In episode 44 I had a fantastic chat with the MD of Trufit EMEA, Sarah Curran all about how brands can go much deeper with personalisation to create amazing customer experiences. Personalisation is key to improving the customer experience, but we’re not just talking about first names, or loose category suggestions. You need to be doing this on a one to one basis, but on scale. You need to be making use of your data, really understanding what your customers like to improve your customers experience.

Are Voucher Extensions Destroying Your Margins?

January 26, 2021 • 55 MIN

I speak with Matt Gillis, CEO of clean.io, a tech company specialising in malware and voucher fraud. From a customer point of view, voucher extensions such as Honey are fantastic. No more scouring the internet for discount codes, you just hit the button and it automatically checks for you. But for a business the effects can be devastating. Along with losing 20-30% of most of your sales because everyone is getting that voucher code, you also lose the ability to track a lot of your promotional marketing.

Make Content Your Competitive Advantage

January 19, 2021 • 64 MIN

In episode 42, I spoke with Jeff Coyle the Co-Founder of MarketMuse all about how AI can help you take your content strategy to the next level. Jeff Coyle is a data-driven search engine marketing executive with more than 20 years of experience in the search industry managing products and website networks. Jeff helps content marketers, search engine marketers, agencies and e-commerce managers build topical authority, improve content quality and turn semantic research into actionable insights

The Value of Customer Delight

January 12, 2021 • 71 MIN

In episode 41 of the podcast i spoke with Oli Bridge the CMO at Bonjoro about how brands can go that step further and delight customers in a targeted, scalable manner. Delighting customers is a great way to build loyalty and word of mouth, and it really helps show the human side of your brand. It helps connect your employees with customers and helps them view the business on a more individual basis, rather than just looking at spreadsheets and data all day.

The Key to Optimising With Data

January 5, 2021 • 62 MIN

I speak with Sarah Krstyen Moss about data and how to integrate it into video advertising. Sarah is Director of Media & Analytics at Molio Inc. that specialises in creating online video campaigns that not only drive results for their clients but also insights that later inform future campaigns. Sarah’s journey with data analysis began as a biostatistician in paediatrics where she felt like something was missing in her life - until she met my previous guest, the CEO of Molio, Jeff Davis.

Jobs to be Done and Customer Interviews

December 29, 2020 • 60 MIN

Ayat Shukairy is a recognized expert on marketing strategy and an in-demand speaker who has presented at marketing conferences throughout the world. With over 14 years of entrepreneurial and marketing experience, Ayat helps companies create websites fall in love with, while increasing their online sales. Her clients include eBay, 3M, the Special Olympics, DISH Network, Discovery and many more.  Ayat is the co-author of “Conversion Optimization,” an Amazon.com best-selling boo

Optimise your SEO & Content Strategy with AI

December 22, 2020 • 55 MIN

I speak with with Ryo Chiba, founder of usetopic.com all about how AI can assist with your SEO and content marketing strategy, to help you produce more, higher quality content. AI is great for saving you time though. It can do huge amounts of research far quicker than you can, help you identify topics and keywords to target, and help influence your strategy. But the human aspect will always be needed in the end. The human aspect will produce the content that really ranks.

Improve Your Customers Lives with Dynamic Delivery

December 15, 2020 • 52 MIN

In episode 37 I spoke with Chris Jordan, founder of Carryr, all about how brands can use more flexible and convenient delivery options to improve conversion rates, average order values, and loyalty. Allowing your customers to pick the time slots they want to receive an order (down to an hour or 2) significantly boosts your brand reputation. With customers happy to pay more to receive their orders at times that are actually convenient for them.

How to Build an Organic Social Brand

December 8, 2020 • 73 MIN

In episode 36 I spoke with Laura Higgins, founder of Lala Social, about how brands can make an impact through the use of organic social media channels. Laura Higgins, founder of Lala Social Club and My Marketing Playbook is an online marketing expert. Based in Australia, Laura is a recognised marketing trainer with expertise in social media and content strategy. Laura works with small business owners who want to cut through the noise. She is all about giving practical, proven strategies.

Winning Tactics for Customer Loyalty

December 1, 2020 • 60 MIN

In episode 35 I speak with Fiona Stevens about how brands can build powerful loyalty program to acquire, engage, and retain customers. Loyalty programs get a bad reputation at times, and in alot of cases rightly so. It’s unclear how you earn points, it’s unclear how you spend points, and so why bother? Fiona Stevens is the Head of Marketing at LoyaltyLion, a data-driven loyalty and engagement platform for fast-growth ecommerce merchants.

The Power of Influencer Marketing

November 24, 2020 • 49 MIN

In episode 34 I spoke with Mae Karwowski about how brands can use influencer marketing effectively to growth their businesses. While influencer marketing has been around for ages, it’s hugely developed as a marketing channel in the last few years. Influencer marketing is more like a partnership or an affiliate model. You’re engaging with another brand and asking them to promote your product to their audience, and that needs to be respected.

How to excel at Customer Activation Experiences

November 17, 2020 • 68 MIN

In episode 33 I spoke with Zach Schiffman about how brands can excel at using customer activation experiences to explode their social media presences and engage customers for long term growth. With a dual major in television production and entertainment marketing, Zach has cornered for himself a niche market that brings high-end photo and video activations to large brands and companies.  Brands trust Zach and Studio Z to add a creative spin on the age-old photo booth.

How Can Brands Podcast to Success?

November 10, 2020 • 61 MIN

In episode 32 I spoke with Roger Nairn, Founder & CEO of JAR Audio, an agency which helps launch podcasts for brands. Podcasts are a great way for brands big and small to grow, provided you get your strategy right. Roger has an extensive career in advertising including 8 years at DDB working with some of the worlds biggest brands. He founded JAR Audio in 2018 to help brands build ROI driven podcasts that help acquire, engage, and retain customers.

Winning with Video Marketing

November 3, 2020 • 62 MIN

This weeks guest is Jeff Davis, the founder of Molio, a full service marketing agency that specialises in launching brands using video. Video is such a powerful way to get your message out there. You can create powerful, engaging content that now only taps into the emotions of your audience, but can also explain the benefits of your product, and the brand values of your business at the same time. It’s such an important channel now, especially given the increasing rise of video consumption.

Drive Customer Retention with SMS Marketing

October 27, 2020 • 43 MIN

This weeks guest was David Hoos of Conversmart, here with me to talk all about how brands can make use of SMS as a marketing and customer engagement channel. It’s a difficult channel to use as its so intrusive, but this is exactly why it’s so powerful. With 90%+ open rates within minutes of sending you can ensure your message gets in front of your audience, but you just have to make it the right message. Too promotional too often and you’ll see those unsubscribe rates rocket.

Copywriting for Conversion

October 20, 2020 • 61 MIN

This week I spoke with Rishi Raway, the founder of Frictionless Ecommerce, all about how copywriting is crucial for improving conversion rates. Copywriting is such an underrated skill, mostly because its a misunderstood skill. It’s about more than just changing the words on the page, it’s about crafting a story that plays on the emotions of the reader. Rishi has spent the last 13 years exploring shopper behaviour and has established 9 aspects of consumer psychology that are most important.

How to Conduct Great Customer Research

October 13, 2020 • 64 MIN

This week I spoke with Sam McNerney, a customer research consultant who works with some of the worlds biggest brands. Customer research is such an important piece for any business, whether it’s getting feedback about your products or your website, or collecting data around brand affinity. It’s difficult to do properly, and write questions that aren’t leading or create some sort of bias. Luckily, in this episode Sam gives a great example of what the right question might look like.

What is the Key to a Great SEO Strategy?

October 6, 2020 • 40 MIN

In this weeks episodes I spoke with Kris Reid, an SEO expert, all about the simple process required to win at SEO. It’s not an easy channel to master, and it does require a lot of work, but ultimately there is 1 key thing that will set you aside, and almost guarantee success with SEO. And that is quality. Most businesses fail because they can't get enough customer. Kris developed a simple system to get your message in front of your ideal customer to predictably grow your business.

Find Out Why Social Proof is Key For Your Business

September 29, 2020 • 51 MIN

In this episode I spoke with Callum McKeefery, the founder of Reviews.io about why collecting and using reviews are so important these days. Trust is becoming more and more important, and so is the use of a trusted platform for this. Fake reviews and review fraud are a big problem. We explore the review landscape Callum Mckeefery is the founder and CEO of Reviews. He bootstrapped the company to a $10m plus turnover. The company employs 73 people across the UK Germany, USA & Australia.

How to Beat the Advertising Algorithms

September 22, 2020 • 45 MIN

I spoke with Masood Akbarzai in this episode all about data and algorithms, and what brands need to be doing to make them work for their brands, not against them. It hopefully won’t surprise you to know there is no hack, there’s no single approach that once implemented guarantees success for any business. It simply doesn’t work like that. Your business, your brand, your product, your audience is different to that of any other business, and so simply copying another method will not work.

The Importance of a Holistic Approach to Marketing

September 17, 2020 • 62 MIN

Quite often I see people brought in to do functional roles. They sit there just tweaking ad copy and keywords, but there’s little marketing understanding as to why these changes work and why customers respond to them better. Josh Boone talks about the current status of the marketing world, the agency model, and how businesses should be looking at their approach to marketing. Josh is an advisor, speaker, and growth strategist with 17 years of marketing and leadership experience.

How to Dominate Page 1

September 8, 2020 • 59 MIN

In this episode I spoke with Chris Dickey, the founder of Visably, a new tool for measuring search visibility for your brand. We’re not talking SEO though, this approach takes into account SEO, PR, and other exposure you can get on other sites. The idea being that if you can’t get your own pages on page 1 of search, can you get your brand on the pages that are there already? Chris is also the founder of Purple Orange, a creative communications firm specialising in meaningful PR.

Capture and Convert with Chatbots

August 31, 2020 • 41 MIN

Mikael da Costa, the CEO of Leadoo explains how businesses, both B2B and B2C can use on-page chatbots to convert more customers. While they can be used as a support function, there’s actually huge value in using them as part of the lead generation and conversion funnel. Mikael da Costa is a serial entrepreneur with experience in various online businesses. Currently he is the CEO of Leadoo Marketing Technologies a fast growing MarTech startup.

Using TikTok to Grow Your Business

August 25, 2020 • 56 MIN

Khaleel Gonzalez explains how you can use TikTok as a marketing channel both organically and with advertising. In this episode you’ll learn the tactics and techniques for really getting value out of TikTok as a marketing channel. It’s not an easy one to use and requires a lot of work, but the content consumption on a daily basis is huge, and there aren’t many brands on the platform yet so there’s huge opportunity available.

How to Run Profitable Facebook Ads

August 18, 2020 • 56 MIN

Peter Carter, a marketing consultant specialising in Facebook ads explains the key do’s and don’t behind Facebook advertising. You’ll learn some of the biggest mistakes people make when approaching Facebook advertising (including going to Facebook groups for the answers), and how easy it is to actually run these easily and profitably for your business. Peter’s been running Facebook ads since 2013. Built and sold 2 of his own brands (one of them did $175,00 in month 2 after launch).

Getting Value from Your Transactional Email

August 11, 2020 • 41 MIN

In this episode you’ll learn the biggest mistakes businesses use with transactional email, how to go about implementing these properly into your business, and the exciting trends we’ll be seeing over the next 18 months. Matt Reibach is the Head of Community and Developer Relations at SocketLabs. He is an avid learner and always keeps an eye out for the latest trends in the email and software development spaces.

How to Position Your Business For Success

August 4, 2020 • 54 MIN

Peter Whent joins me on this episode to talk about how to define your brands position and messaging, a crucial element for business success. In this episode, you’ll discover the biggest mistakes a lot of companies make when it comes to positioning, and the key elements in getting this right. Every year somewhere north of 70% of startups go bust. A problem Peter witnessed consistently for several decades is brilliant founders who produce genius products, but don’t know how to explain it.

The Secrets To A Powerful Content Strategy

July 28, 2020 • 51 MIN

In this episode I spoke with Raj Anand the founder of Goodman Lantern about content marketing. You’ll learn how to go about a content strategy for your business. It’s not particularly quick, its not that simple, but the results can be incredible. Raj goes into detail about Top, Middle and Bottom of funnel content to really explain what sort of content should go where. Raj Anand is the founder of Goodman Lantern, a team of native English content writing and software development services.

Surprise & Delight Your Customers with Personalised Video

July 21, 2020 • 41 MIN

Matthew Barnett, founder of Bonjoro takes us through how businesses can use personalised and unique videos to surprise and delight their customers. In this episode, you’ll learn how quickly and easily you can create these videos and even send them to hundreds or thousands of customers easily to create a more engaged and loyal customer base.

How To Run Effective PR Campaigns

July 14, 2020 • 43 MIN

In this episode, I spoke with David Fraser the founder of Ready10, a PR agency in London. You’ll learn about what PR really is, and how you should go about crafting a high performance PR strategy. David Fraser is founder and Managing director of Ready10, the current PRCA Agency of the Year and whose clients include McDonald’s, Paddy Power, MoneySuperMarket and TotalJobs. For a decade, David was Lord Sugar’s personal publicist as well as directing PR campaigns for many brands.

What Is A Brand Strategy, And Why Is It Important?

July 7, 2020 • 45 MIN

In this episode I spoke with Friday O’Flaherty, the founder of Running With Scissors, an agency based out of London and Auckland. You’ll learn what a brand strategy really is, and the main myths, misconceptions, and mistakes companies make when putting together their brands approach. Hint, there’s far more to it than colours, fonts and a logo! Brand strategy is about the vision, and the why, of the business. Why does it do what it does, and why should consumers care, among other things.

The Power of Copywriting In Sales And Marketing

June 30, 2020 • 58 MIN

In this episode I spoke with Pete Dunn all about the art of copywriting and sales, and how putting a focus on just the words you write can have huge impacts on revenue. Pete is a charming bon viveur who just so happens to sell stuff and write words good as he enjoys life.  A lifelong student of people, Pete is eternally curious what makes humans do what they do.

How The Biggest Brands Use Behavioural Economics to Grow

June 23, 2020 • 65 MIN

In this episode I spoke with Ben Stirling from Webloyalty all about the world of behavioural economics, and how the biggest brands use their understanding of consumer behaviour to grow. Ben takes us through a  study conducted by Webloyalty and London Economics which explains how behavioural economics can be used to convert traffic into paying customers, and retain them in the long term. Ben has a wealth of experience, and has spent the last 2 years as Managing Director of Webloyalty.

Are Chatbots The Future Of Customer Engagement?

June 16, 2020 • 52 MIN

In this episode, I spoke with John Preston from Superstar Bots all about chatbots, where they fit into the marketing mix, and importantly, how to use them. Chatbots are a fantastic way of engaging with customers, but it's so crucial you get the long term strategy correct. With the 24hour rule in place, if you don’t get it right, chatbots can be an incredibly expensive and wasteful marketing channel.  Fortunately, John is here to tell you how to implement them properly!

The Key to Ensuring Email Deliverability

June 9, 2020 • 67 MIN

In this episode I spoke with Lauren Meyer from Kickbox about deliverability, inbox placement, and how to ensure you maintain a healthy customer database. While verifying your email data is very important, it only scratches the surface of deliverability and making sure customers actually read your emails. If you’re buying lists or engaging in some other dodgy tactics its highly likely you’ll end up with spam traps on your list, which will destroy your sending reputation.

Are Facebook and Instagram Ads Right For You?

June 2, 2020 • 49 MIN

In this episode I spoke with James Schad, Co-founder of We Grow Startups, about Facebook and Instagram advertising, and where they fit into business growth. Contrary to popular belief, Facebook ads aren’t a guaranteed success. You can have the best ads and targeting in the world, but if your website sucks, you won’t make any sales. That said, Facebook offers an incredible ability to target potential customers based off their interests and demographics.

How To Use SEO To Build A Sustainable Business

May 26, 2020 • 76 MIN

Nick Trueman, the founder of Spec Digital, joined me today to discuss SEO and how to build organic, stable businesses. The key takeaway from this episode is that you need to be relevant, compelling, and most importantly you need to be the best. While it’s possible to make a lot of money just advertising and spending money, you’ll create a sustainable, long term business by building the conversation around your brand.

How can Conversion Rate Optimisation Supercharge Your Business?

May 19, 2020 • 63 MIN

Tristan Burns, the analytics lead from Pizza Hut Digital Ventures joined me today to discuss the art of conversion rate optimisation. In this episode you’ll learn how the team at Pizza Hut Digital Ventures grows one of the biggest brands in the world by analysing data and coming up with creative solutions to the customer experience.  What are the biggest myths with CRO? Where should you get started? and what’s probably the number 1 thing to consider when running your tests.

Using Behavioural Email to Grow Your Business on Autopilot

May 12, 2020 • 55 MIN

This week I spoke with Adam Kitchen, the co-founder of Magnet Monster, about how businesses can use behavioural emails to communicate the right messages, to the right customers, at the right time. In this episode of Customers Who Click, you’ll hear about the different campaigns that a business can use, how to use segmentation properly, and some of the misconceptions and mistakes people still have about email marketing.

What is Growth Marketing? and How Can it Help Your Business?

May 5, 2020 • 50 MIN

This week I spoke with David Miltner, the Head of Growth, DACH, for Fiverr. David’s worked in growth roles at some great companies including citeecar, Europcar Group (where we worked together), and Fiverr. As a Growth marketer, David works across the whole marketing funnel from acquisition to retention, finding optimal communication channels and timings, and product improvements that will really stimulate their core KPIs.

Growing your mobile app with ASO (App Store Optimisation)

April 28, 2020 • 56 MIN

James Bott joins me on Customers Who Click to discuss ASO (App Store Optimisation), and the key things any business should consider when launching a mobile app (or trying to grow an existing app). James is a serial entrepreneur in the digital and mobile space. After launching the first online jewellers in the UK and successfully exiting 5 years later he went on to build a pioneering online music service which eventually joined forces with one of the UKs largest price comparison websites.

The Mobile Ecosystem, and How to Grow a Mobile App

April 21, 2020 • 46 MIN

In this episode of Customers Who Click, I’m joined by Mick Rigby, CEO of Yodel Mobile, a leading mobile and app marketing consultancy. We discuss the world of Mobile and talk about how the mobile customer journey differs from the traditional online experience. We also explore how the mobile marketing mix has developed over the years. And some key tips for anyone looking to get into the mobile space, or for those who might want to review their current mobile proposition. 

Parry Malm, CEO of Phrasee Discusses The Use and Future of AI in Marketing.

April 13, 2020 • 43 MIN

In this episode of Customers Who Click, we discuss the use of AI in marketing, and how while there is huge potential there, at the moment it is a supporting technology, freeing up marketers to be more creative, and do what they do best. AI is great at learning from data, and producing assets such as subject lines and ad copy, which humans are have natural restrictions and biases toward, but lacks the ability to influence marketing at a higher level. Parry Malm, CEO of Phrasee reveals all

Will Stuart-Jones from 3Radical discusses Gamification and Loyalty Schemes

April 13, 2020 • 52 MIN

3Radical champions customer engagement through gamification. In this first episode of the Customers Who Click podcast, I talk with Will Stuart-Jones of 3Radical about how businesses can use gamification to better engage their customers and enrich their customer data profile. We discuss what gamification really is, some advice for companies looking to introduce it for themselves, and why most loyalty schemes are a waste of time.