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With the increasingly complex omnichannel customer journey, it seems like attribution is getting harder than ever—do you know which of your marketing tactics are really driving sales, or are you flying blind when it comes to measurement? Joining us today is Arianna Vogel, Senior Director of Product Marketing at Foursquare, a leader in location intelligence and measurement, helping marketers navigate the increasingly complex world of attribution, enabling them to develop strategies that cut through the noise and drive real results. RESOURCES Foursquare: https://www.foursquare.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
With the increasingly complex omnichannel customer journey, it seems like attribution is getting harder than ever—do you know which of your marketing tactics are really driving sales, or are you flying blind when it comes to measurement? Joining us today is Arianna Vogel, Senior Director of Product Marketing at Foursquare, a leader in location intelligence and measurement, helping marketers navigate the increasingly complex world of attribution, enabling them to develop strategies that cut through the noise and drive real results. RESOURCES Foursquare: https://www.foursquare.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
In this episode of Omni Talk's Ask an Expert series, Chris Walton and Anne Mezzenga talk with Stipe Galic, VP of Business Development & Marketing at TGW, to demystify the complexities of returns in today's omnichannel retail world. From cost savings to faster reshelving, Stipe walks us through how automation, flexible software, and a unified DC setup are transforming how retailers like Urban Outfitters manage inventory and returns. Key Moments: 1:05 – Stipe's journey from mechanical engineer to automation leader at TGW 4:59 – Why returns are such a thorn in omnichannel fulfillment 7:00 – Real-time processing of returns with mixed-SKU totes 10:00 – How software decides between single-SKU and return stock 14:36 – Case study: High-end fashion retailer consolidating DC operations 19:56 – Cutting return costs nearly in half through automation 22:00 – “Bridge vs. Ferry” analogy on warehouse responsiveness 24:35 – Seamless integration > cutting-edge tech: the new mindset Music by hooksounds.com *Sponsored Content*
MONEY FM 89.3 - Prime Time with Howie Lim, Bernard Lim & Finance Presenter JP Ong
It’s all about food today as we bring you an inside look into what’s said to be the largest supermarket chain in Thailand. And this is a company that you might be very familiar with if you frequent the food halls at Bangkok’s malls. With operations dating back to 1996, our guest for today is Central Food Retail Company, one of the business units under Thai multinational conglomerate Central Group. The firm now runs supermarkets and F&B concepts in varying formats, namely: Tops Food Hall, Tops, Tops daily, Tops Online, Central Wine Cellar and Tops Eatery. Besides that, the company also embarked on a joint venture with Japan’s drugstore chain Matsumoto Kiyoshi in 2015 to open Matsumoto Kiyoshi stores. But why are we trying to get you hungry by speaking to Central Food Retail at this time of the day? Central Food Retail is an interesting company to talk about given how the firm announced an investment plan of 1.6 billion baht or close to S$63.2 million for 2024. The investment was in line with the firm’s T-O-P-S strategy to position it as a Truly World-Class Omni-Channel Food Retail player, with an aim to achieve a total of 1,000 stores by 2027. To this end, the firm is also doubling down on its investments in technology, having in December 2024 teamed up with Google Cloud to launch an AI-powered shopping assistant called ‘Tops Chef Bot’. With the investments in place, Central Food Retail aims to achieve a compound annual growth rate of 8%. But what should we know about the firm’s progress in bridging its online to offline presence? On Under the Radar, Money Matters’ finance presenter Chua Tian Tian posed these questions to Stephane Coum, Chief Executive Officer of Food Group, Central Retail.See omnystudio.com/listener for privacy information.
PIM to przede wszystkim strategia i proces. Narzędzia? Oczywiście też, ale jeśli przyłożysz nawet najlepsze narzędzie do bałaganu, to będziesz miał bałagan w najlepszym narzędziu.W tym odcinku rozmawiam z Marcinem Piwowarczykiem o tym, dlaczego PIM to przede wszystkim strategia i proces, a nie tylko software. W rozmowie poruszamy między innymi temat iluzji posiadania danych, źródła prawdy o informacji produktowej, roli AI w opisach, zmian prawnych oraz sposobach na to, jak zacząć ogarniać chaos i sprzedawać więcej.
In this episode, the CPG Guys are joined by Cristian Arcangeli, Vice President of Omnichannel and Customer Experience at illycaffè, an Italian family business, founded in Trieste in 1933 and committed to offering the greatest coffee to the world.Find Cristian on LinkedIn at: https://www.linkedin.com/in/carcangeli/ Find illycaffè on LinkedIn at: https://www.linkedin.com/company/illycaffe/Find Illycaffè online at: https://www.illy.com/en-usApply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/Cristian answers these questions:Can you share pivotal experiences in your journey from working with fashion brands like Gucci and Diesel to your current role at illycaffè?How does illycaffè ensure a seamless omnichannel experience for its customers?How has illycaffè's digital business evolved under your leadership? What have been your key objectives in this area?How does illycaffè differentiate its digital customer experience from competitors in the market? What have been successful components of this strategy?Can you discuss any recent digital innovations at illycaffè that have significantly impacted customer experience?How are you leveraging customer data to inform your digital strategies? You have a large presence on Amazon & you have a thriving DTC business. How are you utilizing the generated transaction data?In what ways does illycaffè collect and implement customer feedback to improve its digital platforms?What emerging digital trends do you believe will shape the future of customer experience in the CPG industry?CPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.
Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to drive smarter, scalable customer experiences.Chapters:Complexity, stakeholders, and collaboration Navigating toes and turf wars Building trust through shared strategy Key traits of successful digital leaders What Holly's clients are asking for now Digital doesn't have to be daunting Spotify Wrapped vibes for B2B The data dilemma and simple starts Omnichannel kindergarten vs. strategy The art of simple, timely CTAs Scrum mindset for digital execution Staying smart with content and courage Enjoy! I know I sure did…Holly's Linkedin: https://www.linkedin.com/in/hollygoodliffe/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic
Todos lo quieren. Pocos lo han visto. Porque muchos de los ecommerce que tienen varios canales de venta explican que practican una experiencia de compra omnicanal con todos sus clientes, pero luego te obligan a escribirles un correo con la incidencia. Por eso hablo eso de que el omnichannel son los padres. Algo que escribimos como Carta blanca en Navidad pero que luego no llega. Hoy me meto de lleno opciones para convertirte en omnicanal de verdad.En este episodio hablo sobre.Cómo integrar tienda física y online para ofrecer una experiencia sin fisuras.Lo que la gente llama omnicanal y se confunde con multicanalidad.Usar inventario centralizado y “Click & Collect” para impulsar tus ventas.Claves para brindar atención al cliente coherente en todos los canales.Ejemplos reales de grandes marcas que dominan la omnicanalidad.Y muchas otras cosas que te cuento en este podcast.https://pychon.com/https://ecosistemaecommerce.com/Linkedin: https://www.linkedin.com/in/javierlopezrod/Facebook: https://www.facebook.com/people/Ecosistema-Ecommerce/61550625909016/Twitter: https://twitter.com/ecosistemaecommTik Tok: https://www.tiktok.com/@ecosistemaecommerceInstagram: https://www.instagram.com/ecosistemaecommerce/Youtube: https://www.youtube.com/channel/UCE2zroaDzTVZRwNOh5Ma9cg
Channel Partners Conference & Expo 2025 | Las Vegas "Be the trusted business advisor." That's the message from Ryan Henley, Chief Revenue Officer at NUSO, who joined Technology Reseller News publisher Doug Green live on the opening day of the Channel Partners 2025 expo. For years, Henley noted, MSPs have been encouraged to be “trusted technology advisors.” But at this year's show, NUSO is pushing for a shift—one that positions channel partners not just as tech experts, but as core strategic partners who help customers grow and protect their businesses. “It's not about selling software—it's about elevating the business,” said Henley. “Whether it's customer experience or compliance, we can help our partners deliver real business outcomes.” Helping MSPs Go Beyond the Stack NUSO offers a fully integrated service platform that includes: Omnichannel contact center solutions for both enterprise and informal CX environments Compliance tools to support HIPAA, PCI, and GDPR requirements A UCaaS foundation powered by NUSO's own telephony network What sets NUSO apart is ownership. All platform elements are built and operated in-house, offering MSPs a single partner with end-to-end accountability. “You've got one throat to choke, or one back to pat,” Henley quipped. “It simplifies support and strengthens the value MSPs can offer.” A Channel-Only Strategy As a 100% channel-focused company, NUSO is using its presence at Channel Partners to reinforce its commitment to resellers and service providers across North America and beyond. “We're here to help partners break out of the technology-only mindset,” said Henley. “By enabling them to deliver customer experience, compliance, and communications—under one roof—we're helping them transform into true business advisors.” Henley sees this evolution as essential in a changing market. “When you focus on the success of others, everyone wins,” he said. To learn more, visit nuso.cloud or stop by their booth if you're attending Channel Partners this week. Listen to the full podcast at TelecomReseller.com or on your favorite platform.
In dieser Episode spreche ich mit Robert Müller, CEO, Scheer PAS.Wir sprechen über folgende Themen:Warum scheitert Omnichannel im Handel oft an der IT?Wie vernetzt du Online-Shop und Filiale richtig?Warum tun sich Handelsunternehmen so schwer mit echter Digitalisierung?Wie setzt du KI im Handel sinnvoll ein?Wie modernisierst du IT-Systeme, ohne alles neu zu bauen?Wie schaffst du es, alte IT-Systeme weiter sinnvoll zu nutzen?Was muss ein CIO heute können, was früher nicht nötig war?Podcast-Moderator: Christoph PacherLinkedInInterviewgast: Robert Müller, CEO, Scheer PASLinkedInErhalte jede Woche aktuelle Strategien in dein E-Mail Postfach: https://www.stateofprocessautomation.com/
In the latest episode of The Voice of Retail, host Michael LeBlanc sits down with Phil Wahba, Senior Writer at Fortune, to explore the ever-evolving landscape of retail leadership, consumer behavior, and strategic transformations. Wahba reflects on more than a decade covering retail bankruptcies, leadership shifts, and innovation, highlighting that while consumer desires have remained relatively stable—good value, seamless experiences, and quality products—retailers often struggle to meet these expectations consistently.Wahba shares insights into how some of the biggest names in retail excel by focusing on core strengths. He points to Costco and Walmart as prime examples of companies that continue to thrive by relentlessly pursuing operational efficiency, value pricing, and consistent store execution. In contrast, many department stores have downsized or disappeared because, as Wahba puts it, they “chased the wrong rabbits”—pursuing short-term gains over long-term brand definition. Dillard's stands out by maintaining steady store counts and focusing on a solid merchandising strategy, proving that success hinges on knowing your customer and offering them a clear reason to shop.The conversation then shifts to Hudson's Bay and its recent struggles, which Wahba attributes to a lack of focus on fundamental retail principles and a greater emphasis on real estate extraction. He also touches on the broader implications of retail real estate vacancies, noting that large anchor-store spaces often require creative repurposing—whether converted into smaller retail footprints, medical clinics, or mixed-use developments.Looking ahead, Wahba anticipates a future where technology plays a more backstage role, with the spotlight on operational improvements such as inventory management, demand forecasting, and smoother omnichannel experiences. Shoppers do not seek flashy tech for its own sake; rather, they want frictionless pathways to purchase. The episode also explores how retailers like Foot Locker and Gap might engineer turnarounds under new leadership, taking cues from successful transformations at brands like Abercrombie & Fitch.Wahba underscores that retail “winners” will be those that evolve with shifting consumer expectations while staying true to foundational principles: consistently fair pricing, well-curated inventory, and reliable customer service. The conversation wraps up with a look at up-and-coming brands and international retailers—including Uniqlo—that could make bigger U.S. expansions in the coming years if they adapt carefully to the market's nuances.Whether you're watching for the next big turnaround or seeking to understand why some iconic names falter, this episode offers deep insights into the interplay of leadership, strategy, and consumer loyalty—critical elements shaping the future of modern retail. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.
Der französische Sportartikelhändler Decathlon ist international eine Macht, mit über 100.000 Mitarbeitern in 79 Ländern. In Deutschland ist der Marktanteil des Unternehmens noch gering. Nun will Decathlon, das vor allem mit niedrigen Preisen für Sportbekleidung und Outdoor-Artikel in den Markt vordringt, kräftig expandieren. „Wir planen mit mindestens 60 neuen Standorten in den nächsten drei Jahren. Das heißt konkret, wir stellen auch mehr als 3000 Leute ein“, sagt Deutschlandchef Arnaud Sauret im Podcast „Die Stunde Null“. Ziel sei es, von derzeit 11 Millionen Kunden auf dann 19 Millionen zu kommen. Aus Sicht Saurets reicht es nicht, das Online-Geschäft auszubauen, weil die deutschen Kunden immer noch gerne in den Laden kommen. „Wenn man mit unserem Digitalteam spricht und fragt, was sie brauchen, um mehr Traffic zu bekommen, sagen sie immer das Gleiche: Macht mehr Geschäfte auf!“, sagt er. „Der Grund ist, dass die deutschen Kunden den Omnichannel lieben. Sie starten mit der App und machen dann den Kauf stationär.“ // Weitere Themen: Wie zerstörerisch ist der Zoll-Wahnsinn der Trump-Regierung? +++Eine Produktion von RTL+ Podcast.Hosts: Nils Kreimeier und Martin Kaelble.Redaktion: Lucile Gagnière.Produktion: Andolin Sonnen. +++Weitere Infos zu unseren Werbepartnern finden Sie hier: https://linktr.ee/diestundenull +++60 Tage lang kostenlos Capital+ lesen - Zugriff auf alle digitalen Artikel, Inhalte aus dem Heft und das ePaper. Unter Capital.de/plus-gratis +++Unsere allgemeinen Datenschutzrichtlinien finden Sie unter https://datenschutz.ad-alliance.de/podcast.html +++ Wir verarbeiten im Zusammenhang mit dem Angebot unserer Podcasts Daten. Wenn Sie der automatischen Übermittlung der Daten widersprechen wollen, klicken Sie hier: https://datenschutz.ad-alliance.de/podcast.html +++Unsere allgemeinen Datenschutzrichtlinien finden Sie unter https://art19.com/privacy. Die Datenschutzrichtlinien für Kalifornien sind unter https://art19.com/privacy#do-not-sell-my-info abrufbar.
Justin joins us to break down the big news: Teads and Outbrain have officially merged, creating what's being called a true omnichannel powerhouse. We dive into what this game-changing move means for the digital ad ecosystem—and how it's poised to reshape the future of performance marketing across video, CTV, and beyond. From unlocking full-funnel capabilities … Continue reading "Omnichannel Unlocked: How Teads and Outbrain Are Reshaping the Open Web, Featuring Justin Taylor"
Episode web page: https://tinyurl.com/2b3dz2z8 ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode of Insights Unlocked, we explore the evolving landscape of omnichannel strategies with Kate MacCabe, founder of Flywheel Strategy. With nearly two decades of experience in digital strategy and product management, Kate shares her insights on bridging internal silos, leveraging customer insights, and designing omnichannel experiences that truly resonate. From the early days of DTC growth to today's complex, multi-touchpoint customer journeys, Kate explains why omnichannel is no longer optional—it's essential. She highlights a standout example from Anthropologie, demonstrating how brands can create a unified customer experience across digital and physical spaces. Whether you're a marketing leader, UX strategist, or product manager, this episode is packed with actionable advice on aligning teams, integrating user feedback, and building a future-proof omnichannel strategy. Key Takeaways: ✅ Omnichannel vs. Multichannel: Many brands think they're omnichannel, but they're really just multichannel. Kate breaks down the difference and how to shift toward true integration. ✅ Anthropologie's Success Story: Learn how this brand seamlessly blended physical and digital experiences to create a memorable, data-driven customer journey. ✅ User Feedback is the Secret Weapon: Discover how continuous user testing—before, during, and after a launch—helps brands fine-tune their strategies and avoid costly mistakes. ✅ Aligning Teams for Success: Cross-functional collaboration is critical. Kate shares tips on breaking down silos between marketing, product, and development teams. ✅ Emerging Tech & Omnichannel: Instead of chasing the latest tech trends, Kate advises businesses to define their strategic goals first—then leverage AI, AR, and other innovations to enhance the customer experience. Quotes from the Episode:
Als Kerstin Lehmann das letzte Mal bei uns im Podcast zu Gast war, sprachen wir mit der Strategieberaterin und Fashion-Retail-Expertin über das veränderte Verhalten von Konsument*innen im Zuge der Pandemie. In der aktuellen Episode schließen wir gewissermaßen daran an und widmen uns spezifischer der Transformation des Handels mit Mode: Welche Folgen hat der anhaltende Kanal-Shift auf die Rolle von physischen Stores? Wie können Verkaufsflächen umgewidmet werden, um gegenüber dem Online-Shopping wieder attraktiver zu werden? Und welche Folgen hat das für die Zukunft der hiesigen Innenstädte? Diese Fragen (und viele mehr) sollen im Rahmen dieser spannenden Folge beantwortet werden.
Czy SEO i SEM to dwa różne światy, które działają osobno? A może właśnie ich synergia daje największy efekt w e-Commerce? W tym odcinku rozmawiam z Krzysztofem Marcem, o tym, dlaczego specjaliści SEO i SEM powinni pracować ramię w ramię – i czego mogą się od siebie nauczyć.Krzysztof opowiedział też trochę o tym, czy AI wygryzie specjalistów od marketingu internetowego, jaką rolę odgrywają kampanie Performance Max i dlaczego content ma znaczenie także w kampaniach Google Ads. Jeśli chcesz lepiej rozumieć, jak skutecznie promować swój sklep w Google – ten odcinek jest dla Ciebie!
Welcome to the 77th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with Alan Ferrero, Digital Director at Camper, for an in-depth discussion on how the iconic Mediterranean footwear brand is embracing digital transformation while staying true to its craftsmanship roots. Alan shares insights on the evolution of ecommerce, the power of AI, and how Camper is leveraging community-driven engagement through The Walking Society. He also dives into how the brand is optimizing global operations across 40 countries while maintaining its authenticity and values.
TakeawaysUnified commerce connects backend systems with front-facing channels.Consumers expect a seamless shopping experience across all channels.Mobile apps are essential for loyalty and customer engagement.Unified commerce helps retailers meet customers wherever they are.Data integration is crucial for personalized customer experiences.Retailers must unify their channels to remain competitive.A clear strategy and roadmap are essential for successful unified commerce execution.Data quality and management are foundational to unified commerce success.Customer-centric approaches are vital for enhancing the shopping experience.Retailers must adapt to changing consumer expectations and preferences.Unified commerce is not optional; it is essential for retail survival. Chapters00:00 This Week in Research: New Reports and Data02:05 Understanding Unified Commerce04:58 Consumer Behavior and Channel Integration05:30 The Role of Mobile Apps and Social Commerce06:32 Commerce Infrastructure Solutions12:15 Customer Experience and Engagement Solutions18:05 Shopper Data Integration Solutions25:12 Sales and Operations Solutions27:09 Unified Commerce: The Backbone of Retail Operations29:51 Supply Chain and Inventory Management: Ensuring Availability36:47 Challenges in Implementing Unified Commerce47:06 Strategies for Executing Unified Commerce53:43 The Future of Unified Commerce: Adapting to Change Discover technology companies globally that provide unified commerce solutions with the Retail-Tech Landscape: Unified Commerce from Coresight Research.
Enjoying the Ecommerce Coffee Break Podcast? Here are a few ways to grow your business: https://ecommercecoffeebreak.com/level-up/ ---In this episode, we dive into how to future-proof your e-commerce strategy with composable commerce. Our guest Natalija Pavić, Senior Director of Product Marketing at Kibo, explains the difference between headless and composable commerce, highlighting how businesses can implement an "integrated composable" approach that allows for incremental innovation without complete platform replacement. Natalija shares insights on how composable commerce enhances customer experiences through better API architecture, enables "Commerce Anywhere" functionality, and provides flexibility for both B2C and B2B use cases. Topics discussed in this episode: Why composable commerce future-proofs e-commerce. What makes composable different from headless microservices. How "integrated composable" adds capabilities without replacing systems. Why API performance is critical for commerce platforms. How composable enables "Commerce Anywhere". Why mid-tier companies can adopt composable with small teams. What B2B dealer portals show about composable flexibility. How AI powers commerce with generative promotions. Why business drivers matter in composable adoption. What makes well-designed APIs key for e-commerce's future . Links & Resources Website: https://kibocommerce.com/ LinkedIn: https://www.linkedin.com/company/kibocommerce/ X/Twitter: https://x.com/KiboCommerce YouTube: https://www.youtube.com/c/kibocommerce Get access to more free resources by visiting the show notes athttps://tinyurl.com/yvyukph8 MORE RESOURCESDownload the Ecommerce Conversion Handbook for store optimization tips at https://tinyurl.com/CRO-ebook Best Apps to Grow Your eCommerce Store: https://ecommercecoffeebreak.com/best-shopify-marketing-tools-recommendations/ Become a smarter online seller in just 5 minutes Our free newsletter is your shortcut to ecommerce success. Every Tuesday and Thursday in your inbox. 100% free. Unsubscribe anytime. Sign up at https://newsletter.ecommercecoffeebreak.com Rate, Review & Follow Enjoying this episode? Help others like you by rating and reviewing my show on Apple Podcasts. Rate here: https://podcasts.apple.com/us/podcast/ecommerce-coffee-break-digital-marketing-podcast-for/id1567749422 Follow the podcast to catch all the bonus episodes I am adding. Do not miss out. Hit that follow button now!
Time might be Fossil's business, but creating seamless experiences across 65 global markets is their superpower.Join hosts Chuck Moxley and Nick Paladino as they talk with Chayse Joubert, Former Senior Director of Digital Transformation at Fossil Group. Drawing from his experience launching 65 localized websites in a single year and leading digital innovation for iconic brands like McCormick & Company, Whole Foods, and grocery retailer H-E-B., Chayse shares invaluable insights on creating true omnichannel experiences, building digital shelf excellence, and using AI as a tool rather than a replacement for human expertise.Key Takeaways from this episode:Your customers don't think in channels – they want seamless experiences wherever they engage with your brand.Global expansion demands more than logistics, it includes navigating country-specific regulations, accounting rules, and cultural nuances.Treat AI as another tool in your toolkit and not as a job replacement.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter below!https://www.thefrictionlessexperience.com/frictionless -Fossil Group's Website: https://www.fossilgroup.com/Chayse's LinkedIn: https://www.linkedin.com/in/chayse-joubert-20530151/Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/ Nick's LinkedIn: https://www.linkedin.com/in/npaladino/Chapters:(00:00) Introduction(00:42) Football Discussion(05:50) Chayse's Role at Fossil Group(09:00) Strategic Growth Planning Process(11:00) Watch Talk(16:00) Customer-Focused Philosophy(19:30) Digital Innovation and Omnichannel Strategy(21:10) Digital Shelf Excellence(26:00) Social Media as a Sales Channel(28:00) Global Website Expansion Challenges(32:20) H-E-B Experience and Project Management(36:30) Digital Myths: Omnichannel vs Channel Split(37:40) AI as a Tool, Not a Replacement(43:00) Conclusion
In dieser Kassenzone-Folge spricht Karo mit Arnaud Sauret, CEO von Decathlon Deutschland, und Patrick Müller, CDO & CMO, über die ambitionierten Pläne des Sportartikelhersteller im deutschen Markt. Decathlon will wachsen, aber wie? 60 neue Filialen, 3.000 neue Mitarbeiter und eine Omnichannel-Strategie, die Online- und Offline-Welt nahtlos verbindet. Für Decathlon ist Deutschland mit einem Umsatz von 1,1 Mrd. Euro der wichtigste Markt, der Marktanteil liegt aber gerade einmal bei 4,5 %. Arnaud bringt nach 28 Jahren bei Decathlon reichlich Erfahrung mit und erklärt, warum der deutsche Markt für das Unternehmen so besonders ist. Patrick gibt Einblicke in die digitale Transformation und die Herausforderung, stationären Handel und E-Commerce optimal zu verzahnen. Denn: Kunden sollen selbst entscheiden, wo und wie sie einkaufen. Besonders spannend: Decathlon setzt verstärkt auf Mobilität – Fahrräder, E-Bikes und Reparaturservices könnten für sie zum Gamechanger werden. Gleichzeitig testet das Unternehmen neue Store-Formate in Innenstädten wie München und Frankfurt. Doch reicht das, um etablierten Playern wie Sport 2000 und Intersport Marktanteile abzunehmen? Auch das Marktplatz-Modell wird diskutiert: Welche Marken dürfen Teil von Decathlon werden, und wie selektiv muss dabei vorgegangen werden? Hinzu kommt die Frage nach einem eigenen Loyalty-Programm – lohnen sich personalisierte Angebote, oder bleibt Decathlon lieber flexibel? Wie Decathlon den deutschen Markt aufmischen will, welche Rolle Eigenmarken und Preis-Leistungs-Führerschaft spielen und warum sich das Unternehmen in der Produktentwicklung vom deutschen Markt beeinflussen lässt – all das erfahrt ihr in dieser Folge. Podcast-Host - Karo Junker de Neui: https://www.linkedin.com/in/karojunker https://etribes.de/ Newsletter: https://www.kassenzone.de/newsletter/ Community: https://kassenzone.de/discord Disclaimer: https://www.kassenzone.de/disclaimer/ Youtube: https://www.youtube.com/c/KassenzoneDe/ Blog: https://www.kassenzone.de/ E-Commerce Buch: https://www.amazon.de/gp/product/3866413076/ Tassen kaufen: http://www.tassenzone.com
Home care providers struggle to reach people searching for trustworthy senior care because their messaging gets buried under results for well-funded competitors. AmpiCare (845-223-8168) is changing how smaller providers compete, but is your senior care brand ready for the upgrade? Learn more at https://ampicare.com/ Max Performance Group, Inc. City: Poughquag Address: 636 New York 216 Website: https://maxperformancegroup.com
Welcome to the 76th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with Rick Lockton, VP of Ecommerce at Tractor Supply, for an in-depth discussion on how the company is innovating in digital retail while maintaining its strong physical store presence. Rick shares insights into his career journey from Walmart to Tractor Supply, the evolution of ecommerce in retail, and the strategic balance between digital experiences and in-store service. He also dives into AI adoption, customer-centric strategies, and the unique challenges of serving a specialized customer base.
In this insightful episode of Fast Casual Nation, host Paul Barron speaks with Charles Bililies, Founder and CEO of Souvla, about pioneering the "fast fine" category that blends counter service with full-service restaurant quality. Bililies shares how Souvla has maintained its core menu for 11 years while serving over a million meals annually across six locations, appealing to Gen Z through omnichannel flexibility and consistent quality. The discussion explores Souvla's deliberate growth strategy, its unique value proposition of offering 80% of full-service dining at 50% of the price, and the real estate challenges in today's market as the brand aims to expand to 10 Bay Area locations.FastCasualEvolution #RestaurantInnovation #FoodServiceTrendsGet Your Podcast Now! Are you a hospitality or restaurant industry leader looking to amplify your voice and establish yourself as a thought leader? Look no further than SavorFM, the premier podcast platform designed exclusively for hospitality visionaries like you. Take the next step in your industry leadership journey – visit https://www.savor.fm/Capital & Advisory: Are you a fast-casual restaurant startup or a technology innovator in the food service industry? Don't miss out on the opportunity to tap into decades of expertise. Reach out to Savor Capital & Advisory now to explore how their seasoned professionals can propel your business forward. Discover if you're eligible to leverage our unparalleled knowledge in food service branding and technology and take your venture to new heights.Don't wait – amplify your voice or supercharge your startup's growth today with Savor's ecosystem of industry-leading platforms and advisory services. Visit https://www.savor.fm/capital-advisory
The grocery industry is undergoing a massive transformation. Consumer demand for fresh, high-quality food is at an all-time high, private label products are stealing market share from national brands, and retailers are racing to crack the online grocery profitability puzzle.Inspired by Grocery Retail Trends 2025: Focus on Fresh Foods, Omnichannel, Private Label, this episode explores the major shifts shaping grocery retail today. With inflation impacting purchasing power, how are retailers adapting? And with omnichannel strategies evolving, what will the grocery shopping experience of the future look like?Join us as we discuss:Why fresh food is still a top priority—even as consumers cut back elsewhere.How private label brands are competing with, and even outperforming, national brands.Why online grocery remains unprofitable—and what retailers are doing about it.The role of AI, automation, and data-driven personalization in reshaping the industry.What You'll Learn in This Episode:1. The Fresh Food Obsession90% of consumers say fresh food makes them happy, driving continued demand.Retailers are investing in AI-powered inventory management to cut down on food waste.Sustainability and local sourcing are becoming key differentiators in grocery retail.2. Omnichannel Grocery and the Online Profitability ChallengeOnline grocery sales are expected to reach 12% of total sales by 2028—but profitability remains elusive.Three strategies for grocery retailers:The Trader Joe's Model – Focus on in-store experiences and loyalty.The Premium Pricing Model – Charge higher fees for online convenience.The Walmart Approach – Heavy investment in automation, fulfillment centers, and drone delivery.3. The Rise of Private Label Grocery Brands80% of shoppers now believe store-brand products are as good or better than national brands.Major grocery chains are creating premium private labels to compete with national brands.Private labels are driving higher profit margins and customer loyalty for retailers.4. The Future of Grocery: AI, Automation, and PersonalizationAI-powered forecasting is improving supply chain efficiency and reducing food waste.Smart tech, from AI nutrition assistants to smart fridges that restock automatically, is redefining food shopping.Grocery stores are evolving into wellness hubs, offering nutrition workshops, cooking classes, and personalized shopping experiences.Key Takeaways:Consumers still prioritize fresh, high-quality food, despite rising prices.Retailers must solve the challenge of online grocery profitability while maintaining strong in-store experiences.Private label brands are no longer just about price—they're about quality, exclusivity, and customer loyalty.AI and automation will play a huge role in optimizing supply chains, reducing waste, and improving the shopping experience.Subscribe to our podcast for expert insights on grocery retail trends, e-commerce strategies, and the future of food shopping. Visit The Future of Commerce for deep dives into AI, consumer trends, and sustainability in retail. Share this episode with retail professionals, grocery industry leaders, and anyone interested in the evolving food economy.
About Vijay Verma:Vijay Verma is a seasoned product leader currently serving as VP of Product Strategy at TeleVox Healthcare in the NYC metro area, where he spearheads AI-driven initiatives and contact center innovation. With 20+ years of experience driving digital transformation, he specializes in creating exceptional customer journeys that drive engagement and business growth. A specialist in Conversational AI and CX, he has pioneered AI-driven engagement platforms, impacting 30M+ users, and led enterprise-scale transformations resulting in significant NPS improvements. Vijay excels at leveraging emerging technologies, data-driven insights, and cross-functional teams to create innovative solutions that resonate with users and deliver measurable business growth.Things You'll Learn:Good communication is crucial for achieving positive clinical outcomes, necessitating platforms that work for both institutions and patients. TeleVox focuses on bridging communication gaps through patient-centered experiences that improve health outcomes and drive financial success for healthcare providers.Generative AI is poised to significantly impact healthcare by alleviating staff shortages and simplifying complex processes. A major pain point in healthcare is the friction in communication, often leading to frustrating experiences for patients and staff burnout.Omnichannel communication strategies are essential for providing consistent and convenient patient experiences across various channels, including voice, SMS, and mobile apps. Generative AI enables the efficient repurposing of healthcare content across different channels and languages.Smart Voice combines the empathy of a voice channel with the automation of a virtual agent and the intelligence of a call center. Resources:Connect with and follow Vijay Verma on LinkedIn.Learn more about TeleVox Healthcare on their LinkedIn and website.
In this episode of Expert In You, Ann Carden sits down with Ben Kniffen to discuss the evolving landscape of online networking post-COVID and the common pitfalls in paid advertising. Ben, from LinkedSelling, shares expert insights on the power of branding and storytelling in marketing, shedding light on the differences between B2B and B2C strategies and how to overcome skepticism in the sales process. The conversation also explores how to align sales with marketing funnels, the impact of AI tools like ChatGPT on advertising, and the challenges of omnichannel marketing. Ben offers a behind-the-scenes look at LinkedSelling's future goals and provides actionable strategies to enhance your marketing efforts.
Podcast DescriptionIn this episode of BRAVE COMMERCE, Neil Shah, Chief Commercial Officer at SharkNinja, joins hosts Rachel Tipograph and Sarah Hofstetter to discuss how SharkNinja has grown from a single category company into a $5.5 billion global brand spanning more than 36 categories. Neil shares how SharkNinja's consumer first approach fuels rapid innovation, ensuring every product meets four key criteria: speed to market, superior performance, five star quality, and strong value. He explains how the brand's relentless focus on consumer insights, viral marketing, and omnichannel execution creates category defining products, from robot vacuums to slushy machines.For brands looking to drive innovation and win in retail, this episode provides insights into leveraging consumer feedback, optimizing go to market strategies, and integrating retail media with organic demand generation.Key TakeawaysConsumer First Innovation Wins – Every SharkNinja product must be faster, better, and higher quality than competitors.Five Star Ratings Drive Demand – Product excellence fuels organic reviews, search rankings, and omnichannel success.Virality is a Growth Engine – Social media insights shape product development and amplify consumer engagement. Hosted on Acast. See acast.com/privacy for more information.
Top 5 Must-Have Elements for a Modern E-Commerce Website. A great e-commerce website does more than just sell—it guides, engages, and converts customers seamlessly. But what are the key elements that separate a thriving online store from one that struggles?In this episode, we break down the top five essential elements for success in modern e-commerce:Speed, security, and reliability – The foundation of trust and smooth user experiencesSeamless navigation – Making it easy for shoppers to find what they needOmnichannel shopping experiences – Creating a consistent experience across devices and platformsPersonalization – Using data and AI to tailor recommendations and offersAccuracy and transparency – Building customer trust with honest product informationWe also explore the future of e-commerce, from AI-powered product recommendations to virtual shopping assistants and how businesses can prepare for the next wave of innovation.Whether you're an entrepreneur, a marketer, or just curious about online shopping trends, this episode is packed with insights to help you stay ahead of the curve in e-commerce.What You'll Learn in This Episode:The 5 must-have elements for a successful e-commerce websiteWhy site speed and security directly impact customer trust and salesHow omnichannel shopping is changing the way we buy onlineThe power of AI-driven personalization and its impact on conversion ratesHow accurate product information and customer reviews reduce returns and increase satisfactionThe future of AI in e-commerce, from visual search to smart shopping assistantsKey Takeaways:A slow website = lost sales. Speed and reliability are non-negotiable for keeping shoppers engaged.Navigation should be intuitive. If customers struggle to find what they need, they'll leave.Omnichannel is the new normal. Shoppers expect a seamless experience across devices and touchpoints.AI is revolutionizing personalization. Smarter recommendations mean higher conversion rates.Transparency matters. Accurate product descriptions and real customer reviews build trust and loyalty.Subscribe to our podcast for expert insights on e-commerce, AI, and digital innovation. Visit The Future of Commerce for the latest strategies to grow your online business. Share this episode with entrepreneurs, marketers, and e-commerce professionals who want to build better online shopping experiences.
Ob online, im Laden oder mobil: Kund:innen erwarten, überall dieselben Zahlungsmethoden nutzen zu können. Die Umsetzung stellt Händler:innen jedoch vor große Herausforderungen – die sich allerdings auszahlen.
Consumers are spending more money than ever on health supplement products, and yet, most people are confused, frustrated, and unsure of what is truthful and what works. Enter Caroline Carralero, a founder on a mission to help solve the metabolic health crisis and bring clarity to this corner of self-care healthcare. While Caroline started Daily Nouri out of her kitchen, she has built the business into an Omnichannel entity with a presence online and in retailers such as Walmart. Daily Nouri offers cutting-edge, scientifically-backed, affordable probiotics and other products aiming to provide genuine and impactful health and well-being solutions. So how do you cut through an overcrowded, competitive market to be a stand-out brand? Well, that's what we wanted to know. Through our conversations, we touched on: - How Caroline's early experiences as an entrepreneur in college led her to have founded, advised, and invested in over 10 food, beverage, technology, and sustainable resource companies. - Her passion around gut microbiome health and the connection to overall well-being, impacting immune function, brain health, hormone health, and metabolic health. - The importance of clinical research, safety, traceability, and quality in product development to serve customers at different ages and stages of life. - The focus on being an innovative brand, such as the capsule-in-capsule technology that survives the stomach acid more effectively, thus delivering more probiotics deeper into the gut. - Building Daily Nouri with a commitment to boot strap until the first major contract was confirmed. About the guest: Caroline Carralero founded Daily Nouri with the belief that gut health is the cornerstone of overall well-being. Recognizing the need for more effective and accessible daily probiotics, she set out to create solutions that support individuals striving to maintain their health while managing the complexities of modern life. Daily Nouri's mission is to make the highest quality, clinically supported probiotic solutions available to all. After years of research and development, the company has introduced gut microbiome products designed for all ages and life stages. Today, Daily Nouri products can be found both online and on retail shelves nationwide. Whether on the coasts or in the heartland, customers can rely on Daily Nouri for premium probiotic solutions that support their health and wellness journey. Connect with Caroline: Website: https://dailynouri.com/ LinkedIn: https://www.linkedin.com/in/caroline-carralero-66156645/ Connect with Allison: Feedspot has named Disruptive CEO Nation as one of the Top 25 CEO Podcasts on the web, and it is ranked the number 6 CEO podcast to listen to in 2025! https://podcasts.feedspot.com/ceo_podcasts/ LinkedIn: https://www.linkedin.com/in/allisonsummerschicago/ Website: https://www.disruptiveceonation.com/ Twitter: @DisruptiveCEO #CEO #brand #startup #startupstory #founder #business #businesspodcast #podcast Learn more about your ad choices. Visit megaphone.fm/adchoices
In this episode of BRAVE COMMERCE, Steve Siegal, Chief Marketing & Innovation Officer at Curology, joins hosts Rachel Tipograph and Sarah Hofstetter to discuss Curology's journey from a DTC disruptor to an omnichannel skincare leader. Steve shares how launching in Target, Walmart, and CVS has reshaped Curology's strategy, driving credibility, visibility, and a seamless consumer experience across channels.With a background spanning legacy CPG and digitally native brands, Steve offers a unique perspective on full-funnel marketing, measurement, and retail partnerships. He explains how Curology is using retail as a brand awareness engine, connecting physical shelf presence with its DTC prescription model to maximize consumer engagement and lifetime value.For brands navigating omnichannel expansion, this conversation offers actionable insights on balancing brand and performance marketing, integrating data for smarter decision-making, and fostering cross-functional collaboration. Tune in to learn how to future-proof your brand in the evolving retail landscape.Key TakeawaysRetail as a Brand Awareness Engine – Physical retail builds credibility and visibility while introducing consumers to a brand's broader ecosystem.Full-Funnel Marketing is Critical – Success in omnichannel requires seamless integration between brand-building and performance-driven strategies.Data-Driven Decision-Making Powers Growth – Understanding how investments in DTC and retail interact is key to optimizing profitability and consumer engagement. Hosted on Acast. See acast.com/privacy for more information.
Welcome to The Ecommerce Braintrust podcast, brought to you by Julie Spear, Head of Retail Marketplace Services, and Jordan Ripley, Director of Retail Operations. It's time for another episode of the Retail Round-Up, February edition! Major shifts are happening in the world of e-commerce, and this episode explores the cutting-edge developments, innovations, and the impact they are having on brands, retailers, and customers alike. Joining us today are resident experts Ross Walker, Director of Retail Media at Acadia, and Armin Alipahic, Operations Team Lead. Make sure you tune in to find out more! KEY TAKEAWAYS In this episode, Julie, Jordan, Ross, and Armin discuss: Amazon's New Direction: Amazon will direct customers to brand sites when products are unavailable on Amazon. Insights into potential motivations, benefits, and downsides for Amazon, brands, and consumers. Speculations on how this will impact Amazon's relationship with brands and their existing models. Ulta Beauty and Omnichannel Integration: Ulta's integration of in-store inventory with brand D2C sites using the Lucky platform. Examination of the implications for brands, customers, and potential for other retailers to adopt similar strategies. Sponsored Content in AI Platforms: Discussion around Rufus AI containing sponsored ads in its search results. Predictions on Amazon's strategy for monetizing Rufus and parallels drawn to traditional advertising platforms like Google. AI for Catalog Management: Amazon's use of AI for filling in missing product attributes and mapping spreadsheets to ease catalog management. The challenges and benefits this presents to brands, particularly those with large catalogs. Amazon's Performance Plus and Brand Plus: Analysis of these tools for optimizing advertising on and off Amazon's platform. Examination of their effectiveness, particularly in targeting new customers vs. retargeting existing ones.
The CPGGUYS were joined live at CES during the annual show in Las Vegas by Sam's club Chief experience officer & EVP - Diana Marshall. This is a leadership class for vendors on how to be successful at Sam's club and her own leadership of people, data and MAP. This is the first episode of Women's month. In March, we will feature the amazing female leaders who have shaped the CPG industry and Omnichannel retail.**NOTE : at the time of this recording, Diana's title was Chief growth officer, and since then her role has evolved to be the first ever Chief Experience Officer for Sam's Club.**Find Diana Marshall on Linkedin at : https://www.linkedin.com/in/diana-marshall-a089623/Find Sam's Club on Linkedin at : https://www.linkedin.com/company/sam's-club/Find Sam's Club online at : https://www.samsclub.com/Apply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/?utm_source=cpg+guys&utm_medium=multi-channel_campaign&utm_campaign=mktgstrat_Retail+Media+Strategy+-+CPG+GuysCPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.
Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 13th March 2025. The winner will be contacted via Bluesky. Show references: Website: https://www.crowdconvert.co.uk/ Linkedin: https://www.linkedin.com/company/crowd-convert/Bluesky: https://bsky.app/profile/crowdconvert.co.ukCrowd Convert has been created to provide attractions with the tools and expertise to create world class digital interactions that extend their incredibly moving physical experiences into the digital world. Very simply Crowd Convert is here to Rehmanise Commerce http://kellymolson.co.uk/Kelly Molson - The Lifestyle Agency AdvisorSupporting overwhelmed solo founders who crave long-term sustainable growth, through monthly advisory. Define your niche. Generate leads. Build your pipeline. Founding Rubber Cheese, a lifestyle web development agency in 2003, she grew the agency profitably for over 20 years transforming our success in 2019 by establishing it as the leading web design agency in the visitor attraction sector. She sold the business in 2024, and now support founders building specialist lifestyle agencies to find their own path – agency growth on their terms.• Gain clarity on direction, mission and positioning to win the right clients• Become confident in increasing prices and saying no to ‘stuff' that sucks time and energy• Feel the excitement of building strategic partnerships that deliver your dream clientsBuild an agency on your terms, choosing profitability over pressure, putting life before work. Transcription: Kelly Molson: Well, look who is back. They've let me loose with the microphone again. I might never leave. Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with visitor attractions. Kelly Molson: Can I just say that you pretty much called me a queen just before we began recording this, and I think I wear that crown appropriately today. Andy Povey: Podcast royalty. Kelly Molson: She is back where she belongs in her rightful place on her throne with her microphone. Wow. Thank you. You two have been cooking up something interesting, and I am back here to tease it out of you both today. But because I am in charge again, I get to do things my way, which means Icebreakers are back on the cards. Yay. Kelly Molson: I'm so happy to be back here doing this. Right? Paul Marden: I've never done one of these. This is so. In all of the time. I know. Andy Povey: So I've got something over you now, Paul. Kelly Molson: I can't believe this. Even when we did the sessions that were us two, the episodes that were us two. Paul Marden: You didn't ask me icebreakers. I am dodged that bullet for two and a half years. Kelly Molson: That's outrageous. Okay, well, then we'll start with you. I would like to know who's your favourite podcast host? Why is it me? Paul Marden: Wow. Kelly Molson: No. Genuine question. Genuine question. Okay, so, I mean, obviously it is me. We could put that aside. Paul Marden: Yeah, yeah. So put a pin in that one. Kelly Molson: Put a pin in that. So listen there, I have seen in the last. Well, since we started Skip the Queue back in 2019. Goodness, July 2019, there's been lots of different sector podcasts that have kind of popped up, and they are brilliant. And I'm all for more and more niche podcasts. They are the best kind of podcast. But I want to know, aside from Skip the Queue, what is your second favourite sector podcast? Paul Marden: Oh, oh. Attraction Pros is the one for me. I do like listening to the guys at AttractionPros. Kelly Molson: They are good. They were around before Skip the Queue. So they're like. For me, they're the ones that we are looking up to in terms of the podcast. Paul Marden: We were. Kelly Molson: Oh, oh, Podcast Beef. Josh is gonna hear this. He's not going to be happy. Andy, same question to you. What other podcasts you listen to sector wise? Andy Povey: So, I mean, that's a really difficult question because. Well, it's not. The answer's none. I don't listen to sector podcasts very much. I become a politics junkie, or I've been a politics junkie for years. Kelly Molson: Okay.Andy Povey: So my podcasts are just full of politics podcast, which in the past two weeks I've stopped listening to. I've turned off completely because the world of politics is just such a mess.Kelly Molson: It's a car crash.Andy Povey: Within two minutes of having been published. Kelly Molson: What would be normally your go to, like, the regular one that you would listen to? Andy Povey: Me being a reluctant remainer. It's all the stuff that hangs over from that. So there's. Oh, God, what now? Quiet riot. The two. Alistair Campbell and Rory Stewart. I can't remember what that one's called right now. Paul Marden: The rest is politics. Kelly Molson: Rest is politics. Yeah, cool. Paul Marden: What about the one with Ed Balls and George Osborne? Andy Povey: I tried it and haven't really got into it. Paul Marden: Yeah. So I'm the opposite way around. So that's the one I like. And I don't like Rest is politics. And I turned out that actually George Osborne is a human being and I quite like the guy. I'd go for a drink with him. Who knew? Kelly Molson: This is no news. Paul Marden: Yeah. Kelly Molson: I wonder if he'd like to go for a drink with you. Paul Marden: Probably no.Andy Povey: I'm sure he'll be delighted to hear that when he listens to this. Paul Marden: When these politicians, when they give up their day job and they return to normal life and then you hear them on programmes, they're actually quite relatable and you think, why could you not capture that relatability when you were actually doing the job? Andy Povey: Well, it's actually a key part of the job, isn't it? It's the only thing you need to be good at as a politician. Kelly Molson: You would think, “Oh, could I could make a good politician then?” I'm just generally nice to people. Andy Povey: Absolutely. What would be your policies, Kelly? What would you do? What would you bring in? Kelly Molson: Oh, new policies. Oh, well, that's a very good question. I have one about mobile phones and people walking and looking at them at the same time, which I would ban because I generally just want to kick people. Kelly Molson: You know when you, like on the tube and you've got to get somewhere and you've just got people walking up the stairs in front of you, like, whilst looking at their phone, like, I want to swipe their legs away. So something around that they would be useful. It would make me happy anyway. Andy Povey: Absolutely. Kelly Molson: Make some other people happy, too. Who knows? Good. Okay. Glad that went there. Second question. This is a good one. It's coming up to. Well, I mean, it's already started, isn't it? Conference season has kicked in well and truly. You're at NFAN. That's really the start of it. I am going to be at the Association for Cultural Enterprise Conference in March. So looking forward to seeing everybody. I'm going to be at the awards do as well. I've been judging the awards. Paul Marden: Have you really? Kelly Molson: Yes, there was a lot in my category, I'm not going to lie. That took a lot longer than I was expecting it, but it was really fun. And the short list of finalists is out now if you haven't seen it. And it's an amazing list. So yeah, I'm really looking forward to seeing who the winners are. But I would like to know what is the worst food you've ever been served at a conference? Because let's face it, can be a bit dodge, can't it? Andy Povey: So this sticks in my mind. It was an awful experience. We were at Port Sunlight up in. Actually not that far from Liverpool where the ACE conference is going to be in March. And it was pretty close, pretty soon after lockdown and it was almost like the caterers just looked in the freezer to see what they've got left over and no other conference had been there and then just put it all out at the same time. And it was all beige and it was just such mixture. Kelly Molson: Hang on a minute, hang on a minute. Let's not dis beige food because I'm not gonna let. I am a bit of a fan of beige food. So if you. If there was a conference that basically the lunch was made up of like kids party food, that would be the best conference I'd ever been to. Like sausage rames. Andy Povey: As long as you can have half a grapefruit covered in tin foil with cocktail sticks with cheese and pineapple stuff in it. Kelly Molson: No pineapple, I'm allergic, that would kill me. Paul Marden: But cheese tinned pineapple, it's got to be. Kelly Molson: Oh, tin pineapple is actually okay. Weirdly, that wouldn't kill me. So yeah, I would be down. I know, it's weird, I know. It's just fresh pineapple. Who knew?Kelly Molson: So little classed. Paul Marden: Still loves the sausage roll and a scotch egg. Andy Povey: That's fine. Sausage rolls and scotch eggs, absolutely no problem. It's when you mix them with onion barges and samosas and Chinese spring rolls and. Paul Marden: Sounds like every Boxing Day lunch I've ever been to. Kelly Molson: I'm not going to lie, it actually sounds like my dream conference. Paul, over to you. Paul Marden: Conferences that serve you food that you cannot eat with one hand. Andy Povey: Yes. Paul Marden: Yeah. So pasta with a sloppy sauce. Why would you do that to me? I mean, I am not the best eater. I need a bib at most times, but if I'm out in public, I don't want garlic bread, I don't want saucy food. I want stuff I can shovel crack quickly and politely. I mean, as politely as you can shuffle food, but, you know.Kelly Molson: I'm with you on this. Like, what is wrong with the sandwich? Yeah, genuinely, I don't feel like we need to push the boundaries of conference food. I'm happy with stuff that you can pick up with one hand and eat comfortably. Kelly Molson: Stuff that, you know, you're confident that you can sit because let's face it, you get quite upright cos. And personal to people at conferences, don't you, when you're trying to, you know, it's not. Let's not be overloading them with garlic or anything. Kelly Molson: Delightful, you know? Yep, exactly. I don't know, I still, I keep going back to the whole party food. I think kids parties have got the right idea. Party rings, sausage rolls, scotch eggs. Paul Marden: And what sits that you can put in your mouth like a walrus. Kelly Molson: Oh, you know my party tricks. Brilliant, guys. Okay, listen, unpopular opinions are back for one time only. So, Andy, what you've got for me? Andy Povey: So mine's food related and it's probably more unpopular in my house than it is anywhere else, but Chinese food is massively overrated. Paul Marden: Behave. Kelly Molson: Yeah, I'm very on the fence about this one. Andy Povey: My kids love it, but the things they love are all the stuff that come with the sugar sauces. So lemon chicken, the sweet and sour chicken balls, all that kind of stuff. We good? So we mean, I don't need dessert and the main meal at the same time. Paul Marden: So we're talking English approximations of Chinese food from the takeaway. Yeah.Andy Povey: Nothing very sophisticated. Kelly Molson: I'm afraid I feel like that is all the stuff that I used to like, but now if you served me up a big plate of all of that stuff, it'd be like, oh, God, I'm gonna, I'm this. I'm gonna really struggle with this and I'm gonna be up in the night, aren't I? Paul Marden: I'm basically just a nine year old. Because it sounds like my idea of heaven. Sweet and sickly, deep fried. What's not to love? Kelly Molson: All right, well, let's see how our listeners feel about the whole Chinese debate. Paul, what about you? What you got? Paul Marden: The best radio station, is in fact Radio 4. Andy Povey: I agree with you 100%. Paul Marden: So that's not a controversial opinion. I thought that was going to be massively controversial. They've been podcasting for about 100 years. They podcasted long before there was really a podcast. It's all just spoken voice. So if I got trapped on a desert island, my luxury would be a Radio 4 on a radio to listen to because there's always a variety of stuff that you can listen to. Kelly Molson: Do you not listen to any of the other? Paul Marden: I do quite like. I quite like Greg James in the morning. Kelly Molson: I love Greg. I am a Radio 1 fan. Paul Marden: So have you listened to Greg on Radio 4? Kelly Molson: No, I know he does do that. Paul Marden: But, yeah, he's got a program on Radio 4 where he delves through the BBC archives. Rewinder, it's called, and it's brilliant. I love it. It's Greg James. Funny, combined with the novelty of listening to new things on Radio 4. Kelly Molson: Okay, all right, well, I'll give that a go. Yeah. I'm not fully sold on the Radio 4. I do like it. Paul Marden: But if I've got three or four hours in the car, up to a meeting and then another three or four hours to drive back afterwards, I'd rather listen to Radio 4 than Radio 1 because I won't get repeats of stuff. Kelly Molson: Yeah, I definitely am with you on that. And I would not. Yeah, I would not listen to Radio 1 for that length of time for that reason. Well, I'm. I did used to like. What was the pop quiz? Was that on Radio four? No, that was radio. Paul Marden: That was Radio 2. Kelly Molson: It was two, wasn't it? Sorry, I'm getting my radios mixed up. Paul Marden: Getting your old person radio mixed up. Kelly Molson: If I'm honest, I quite like a little bit of magic every now and again, but that really does age me. It's quite gentle. It's calming. When you've had a three and a half year old toddler screaming at you in the car for a while, it's quite nice to put something neutral on. Andy Povey: Absolutely. Kelly Molson: Thank you. Thank you for indulging, actually. Paul Marden: That was enjoyable. Kelly Molson: You're welcome. Andy Povey: That's why she likes doing them. Kelly Molson: All right, listen, let's get to the good stuff. I mean, everyone likes that bit. Let's face it, they've missed it, they want me back. But let's get to the actual route of why we're supposed to be here. Andy Povey: So I have another unpopular opinion that sort of leads in as a segue to where we were going. Kelly Molson: Oh, for God's sake, who's in control of this podcast? Me. Go on, then. Andy Povey: So this unpopular opinion is that if you're an attraction operator, you don't want a ticketing system. Kelly Molson: Excellent segue. Andy Povey: We were just talking about conferences. There are sessions in conferences and one of my favourite conferences I go to is the Ticketing Professionals Conference. But there are sections in each of these conferences on how to find a ticketing system, how to choose your ticketing system supplier, how to get a better relationship with your ticketing system. And in my opinion, an attraction operator doesn't want one. They want happy guests who are giving them lots of money to come and have great experiences. They don't care how it happens. Kelly Molson: It's true. Yeah, yeah, I agree with that, definitely. But are you dissing ticketing professionals and saying basically the sessions you're putting on a rubbish no one gives them? Andy Povey: No, no, no. There's a certain section of society that really enjoys it. So I describe this as. When I go to B and Q to look for a drill, I'm one of the geeks that actually wants to understand how the drill works and how fast it is and all that kind of stuff. But the majority of people going to buy a drill don't want a drill. They want a hole. Kelly Molson: Want a hole. Andy Povey: Yeah. So he's an attraction operator. You don't want a ticketing system. You want happy customers who are giving you lots of money and having great experiences. Kelly Molson: Okay, right. So that was a great segue into where I was going. Look, you two, you two have been thick as thieves for a good few months, if not longer, and there's been something cooking up between the two of you. Kelly Molson: I have had a little bit of privy to understand what's been going on, but this is the first time that you've actually got to the point of talking about it openly and publicly, isn't it? And that why you've got me back on, basically, is to grill you on what you're doing. So spill up, fess up. What have you been doing in the background, the two of you? Paul Marden: Well, this all came about after a lunch that Andy and I had in August of last year, where were putting the world to rights and figuring out what do attractions need to do with their ticketing, what do they need to do with their websites, and what could we do to try to improve things? And Andy had thought lots about this stuff and he prepared me. It's quite the lunch. He prepared me a PowerPoint presentation for lunch. Kelly Molson: Wow. Like when you want your mum and dad to get you a dog. Andy Povey: Absolutely. Can we make this happen? Paul Marden: Yeah, it was. It was his wish list. Clearly, this PowerPoint has been worked on for many years because there was lots of wishes, lots of ideas, and being the developer at heart that I am, I'm like, how hard can that be? It's only a website. Surely we can do this. Surely we can do it. We've done bits of it before and we started to think about where we could go with stuff that had long predates me. Yeah. There are elements of Rubber Cheese that you and Wag were working on for years, probably prior to the merger with Carbon Six. But it's been a really challenging market. Paul Marden: And getting out there and meeting people and talking about some of these elements of E commerce and ticketing, sales and personalisation and things like that we're going to talk about in a minute are quite hard to sell into people when it's a challenging market. And it seemed like, well, that was our first date and we thought that it could be a marriage made in heaven for the two of us, because Andy's got a lot of understanding of the sector and the needs and the challenges and who would benefit from this sort of technology. And I'm in the lucky position after having merged Carbon Six and Rubber Cheese, of having some of this technology that we could then develop. So it was a seed that grew from there, really, wasn't it, Andy? Andy Povey: Yeah. And he's carried on growing. I mean, the intent behind it all was that everything is just so disjointed at the moment. So if you're a big theme park with accommodation and a decent retail and decent catering, food and beverage offering, you're looking at seven or eight different systems that you need to run your business and someone needs to plug all of those together to get a good guest experience. And unless you're the size of Merlin or Disney or Universal, with lots and lots of resource to apply to plugging these systems together, it just doesn't happen. Which is why we're still not delivering the Best in class Omni Channel experience to people who are coming out for a day out. Kelly Molson: I think this is a really exciting conversation. And if I think back to some of the conversations that we were having prior to me leaving Rubber Cheese, Paul,it's exactly the challenge that they were having. You know, thinking back to a particular pitch where there's a historic house, there was a plague playground, there was a golf course, there was a spa, there was a hotel, there was something else. And all of these things had so many different systems that were running them and there wasn't really a way to facilitate bringing them all together. And that's the challenge because that's exactly what they need. But they weren't of the scale to be able to invest in the infrastructure to be able to do that. But it is exactly what they needed. Kelly Molson: So is this thing that you've built, or in the process of building and developing, going to solve that problem for people? Andy Povey: That's the objective. Paul Marden: That was a very guarded statement, wasn't it? That was a politician's answer. I think the answer that were just groping for then was yes. Kelly Molson: Yes, it is.Andy Povey: Yes. Kelly Molson: It's exactly the answer that I wanted. Andy Povey: We're forming a company that we're calling Crowd Convert and we'll put a link to the URL and website and all that kind of stuff in the show notes. And the objective behind CrowdConvert is that we will make this all work together. It's a journey. We don't have it today. It doesn't exist. I worked for Merlin Entertainment for the two source group for 18 years now. We had lots of resource in comparison to smaller attractions, but we still didn't make it happen. So it doesn't exist out there at the moment and we're going to build it. Kelly Molson: Okay, so we've got Andy, we've got an industry veteran. Hope you don't mind me. Andy Povey: Not at all. Kelly Molson: Kind of makes you feel, it makes you feel ancient, but you're not. But, you know, you've got all of this historic understanding and experience within the sector. Paul, yours is building, obviously we've built that over the years with Rubber Cheese. But you're, you know, you're the digital specialist that can come in and support facilitating building these and you've both come together under the Crowd Convert name. So this is the new company that the two of you have formed. I love the name. Andy Povey: Thank you. Kelly Molson: So I want to understand, like how then there's a story there. What I want to get a little bit of a deeper understanding is what is the offer? So, you know, what is the thing that you are actually building and does that thing have a name at the moment? What does it look like? So firstly, where did the name come from? Crowd Convert. Paul Marden: Weeks and weeks of effort. I hate choosing names for things, so hard. You come up with a brilliant idea and then you say it to your wife, “Oh my God, you can't call it that”. Or you come up with a name and then somebody's bought the domain name and by the end of It I was just like, please, somebody just put me out of my misery. I don't care what we choose. Andy Povey: It was actually the most torturous thing about getting this all together. There were a few others that came in very close second. But choosing the name and getting that together was really quite painful. Paul Marden: But it was the right process because we were so happy with the result at the end of it. Andy Povey: Absolutely. But it seems or it felt to me like the choosing the name, when we actually got to that part of the process took two or three minutes. And if we'd have thought of that name right at the start, then would we have rejected it or would we have carried on? Could we have saved two minutes? Kelly Molson: So you worked through the process, which means the name has more meaning. Paul Marden: Yeah. Kelly Molson: So what is the meaning behind it? What's the ethos behind between Crowd Convert? Like what? Andy Povey: So we've reverse engineered this one a little bit. And if you're in the world of attractions, you have a crowd. You hopefully you have a crowd. And as a visitor to an attraction, you want to be part of a crowd. You don't want to be the last person in the pub or the only person in theatre, because that just feels weird. But as an attraction operator, I want to have a relationship with you. I want to know who you are, I want to know what you want. I want to give you a great experience. I want to give you a membership. If I'm a charitable organisation, I want to convert you to a donor. If I'm not, then I want to turn you into an advocate at a superfan. Andy Povey: So Crowd Convert is giving you the tools to convert those crowds into individuals that you can create that know, like and trust relationship with. Kelly Molson: That's nice. So you talk a lot on the website about kind of humanising that process. And I think it is. It's taking it back to that kind of one on one that talking to people as individuals rather than talking to them as a mass. Andy Povey: Absolutely. That goes back to the. You don't want a ticketing system. Don't show me what goes in the sausage. Give me a great experience. Paul Marden: Mixing your metaphors there. Andy Povey: I know. Kelly Molson: You lost me at sausage. So, sorry. So I want to go back a little bit, Paul, to what you. Something that you said earlier about that this predates you and your part that you play in Rubber Cheese and your ownership of Rubber Cheese. So I'm going to make an assumption here that something that you're using is something that we already kind of started, but quite a long time ago. So we had almost like a product at Rubber Cheese that was in the ticketing space. And if I'm honest, as a small agency, you only have so much resource to work on things that are for you and ultimately the things that were for us and for you, like the podcast and the survey and the report, always took priority. Kelly Molson: And that was an awful lot of work for an agency that was, you know, before we merged, there were six or seven of us. You know, we weren't huge. We didn't have a whole lot of capacity and resources to give up to these things. But we did start to develop a product that kind of. We knew that it could be good, but it almost. We just, we had to shelve it and we just said, you know, one day we might get investment or one day we might be big enough that we could actually kind of focus on that. It feels like that's the product that you are now. Paul Marden: That is definitely the great grandparent of the idea that we've got now. Kelly Molson: I like that. Paul Marden: So there's, I guess there's two parts to some of the stuff that you had developed previously. Some of it was in the ticketing space. So for very small attractions, you developed a system that had an inventory of tickets that you could buy online and it would issue the ticket, create a barcode, send it to them. But there was also a piece that you did that integrated with existing ticketing systems. And that's the area where I think my mind was going is around building a best in class e commerce experience. Because people sat on the sofa on a Thursday night trying to decide what they're going to do at the weekend, want to be able to find an attraction, get their tickets, and then carry on watching the telly. They want quick and easy experience. We can build that experience. Paul Marden: We know from the survey that it's nine steps on average to be able to complete an attractions checkout, plus or minus a couple of steps. So there's ones that are even worse. And that checkout experience is torturous in many cases. They want to know when you're coming, what time you're coming, what type of ticket you want to buy. They want to know who's coming, the names, possibly the email addresses of all of your guests that you're bringing with you. They'll want to know what your home address is, what your billing address is. They'll then want to sell you a guidebook. They might upsell or cross sell some other products along the way. And that's how you end up with 12 steps in a process that just feels torturous. Paul Marden: I had one last year where they even made me enter a password for a site I was never going to return to and told me off twice for getting the password wrong. I mean, the process that many attractions go through to make you buy, it's a wonder anybody ever perseveres. What's stopping us from achieving an Amazon like one or two click experience? How can we go from that really extreme version down to something really simple and quick? And we've proven that it is possible to do that. It's possible to get down to a couple of clicks and we do that. I know you look surprised. Kelly Molson: Yeah, well, yes, I, well, I am surprised, but also quite excited by that because that is one of the issues that has come up year after year in the visitor attraction, you know, website report is the amount of steps and the aggravation it causes people, but also the cost that it could save attractions. Paul Marden: Yep. Kelly Molson: I mean you said nine steps. I thought were, I thought were aboutbbetween seven and nine steps is about the average. Kelly Molson: Right. So we know that can cost attractions a huge amount in lost revenue. You know, I'm just going back to the 2022 report, but it was something like 250k for one of our best performing attractions. But it's also tied to, you know, that excessive amounts of CO2 emissions, which I know you focused on really heavily for the current report. So you're saying that the product that you're building could essentially take those average steps down to two. Andy Povey: It's not good. It does. Kelly Molson: WowPaul Marden: It does. Yeah. So the way that we do that is a number of different core principles. Yeah. So we are not going to ask you for anything we do not need in order to affect the transaction. We are only going to ask you to share the data we absolutely need to complete the transaction. We are going to start to make some assumptions about you through personalisation technology. We will know roughly where you are and how far you are away from the transaction. If you're within an hour's distance of the place, chances are if you're looking on Thursday night, probably looking for this weekend. If you're on a different continent, you might be planning for a long term holiday. Paul Marden: If we know that you're quite local, let's assume the date that you want to travel based on our understanding of average behaviour of people at that particular attraction and then let people change it if it's not right. Yeah. Another thing Andy talks about a lot is not overselling. So a lot of ticketing systems are trying to upsell, cross sell and increase the average order value, but by cannibalising the conversion rate. And you talk, Andy, don't you, about the maitre d at the restaurant? Andy Povey: Yeah. So it's. It's like comparing a McDonald's experience to go to a fine dining place. So if I'm in the McDonald's world, I have to choose what drink I want, what dessert I'm going to have, what main course I'm going to have, all at the same point. And it's a really artificial transaction. It's almost like if you were walking into a fine dining restaurant with the maitre d at the front going, “Welcome, Andy, come in. Lovely to see you. Can you tell me what you'd like for your starter for your main course? For dessert? Will you like coffee after dessert? Would you like a liqueur after the coffee?” We still haven't got to the table and that's where we are with attractions, upsells. Andy Povey: Because we believe mistakenly, in my opinion, that's the only opportunity that we've got to sell guidebook or the teddy bear or whatever to the guest who's coming. We should stop all of that because it's stopping the transaction, it's interrupting the transaction, adding extra steps and causing people to leave. Kelly Molson: It's a really good point. I mean, I actually have in the past have advocated for adding in upsells in that journey. And because I have often been like, well, yeah, actually it's a really good opportunity for people to sell a little bit more, you know, whether it's a guidebook, whether it's an experience, whatever that might be. So what would you say to people who they still want to do that? Is that, are we then talking about, you know, there's options for you to do that or actually that becomes part of the pre visit, pre boarding. So it funnels down into like emails, comms and stuff. Andy Povey: It's both options, really. For an upsell to work really well, it needs to be at the time where it's most appropriate. So back to the restaurant analogy, offering me a coffee at the point I walk in the door is completely inappropriate. Andy Povey: Offering me a coffee after I've had a great meal and I'm feeling quite full and quite happy with myself is entirely the appropriate time to offer me the coffee. So let's make the offers on the upsells appropriate to the time and to the guest. So if you're an attraction that charges for car parking, for example, it might be that 9:00 in the morning on the day of visit when the family are just getting in the car to travel to the venue is the most appropriate time to offer the car parking upsell. Not at the point where I'm buying the ticket. It might be if you've got a VIP upgrade experience. So if you're a water park there's a cabana you can have. If you're a theme park it's a fast track experience. Andy Povey: If you're a museum then there's a guided Tour that upsell VIP type experience you offer 48 hours before the day of visit. Kelly Molson: Sure. Andy Povey: Memberships are another great thing. So there's still the majority of first time membership purchases are made as the consumer is leaving the attraction. Had a great day out. Get today's entry feedback against your membership and that's still go and join this queue with kids who are overtired and a little bit disappointed because they're leaving and I'm stressed because I've got a. I'm tired as well and I've got a long drive home and then I've got to work out what we're going to do for dinner when we get in. There's all these negatives. Don't try and sell me a membership then. Sell me the membership for the next seven days and hit me up with lots of different messages through appropriate channels. Andy Povey: So it might be that a WhatsApp message on the way home offering me a really simple way of upgrading to a membership is the most appropriate that time. But it might be that 9 o'clock on Monday morning when we can assume that a lot of people are going to be sitting behind a desk. Then it's the most appropriate to send me an email and then hit me up again Thursday when I'm thinking about what I'm going to be doing next this weekend coming remind me of the great experience I had and give me an opportunity then. So just be, make it much more human. Kelly Molson: It makes sense. And there's something that you. I've been able to have a sneak peek of the Crowd Convert website. So we'll talk a little bit later about where people can find out a little bit more about you. But I've been able to have a little look at that and there's something that you talk about which is about rehumanising commerce and there's a really lovely story on there that you talk about, which is the Shopkeeper's Wisdom. And I read that, I was like, this is really nice because I've always. The local shop is or did sit at the epicentre of the community at one point. And I have got really vivid memories. So we lived on a little estate near my school in Essex and across the road from us was the corner shop. Kelly Molson: And it was where everything happened, you know, like it was the post office, it was where you got your papers, where you got your sweets. At one point is where you got your videos, not your DVDs because they did not exist. You know, you got your VHS cassettes and you could go and rent, you know, everything kind of happened there. And they knew you, they knew your family, they knew your mum and dad, they knew your names, you know, and it was a really, it was just quite a wholesome experience. And you talk about that, the Shopkeeper's Wisdom. So you say, you know, the local shopkeeper knew everything that it was to know about their customers. And that is kind of taking it back to that level. That's, that's what this feels like. Andy Povey: And that's completely where we're trying to get to. We don't want to get to the level of creepiness where people are getting all upset about what were. Andy Povey: And we don't want to be intrusive. But we have a great opportunity in the attraction space. Our customers want to engage with us. They're going because they enjoy what we do. They're going to see us because they want to experience the thing that we're doing. It's not like we're selling insurance or car tires that you just got to have and it's really tedious. People want to engage, so let's make it easy for them to do that. Kelly Molson: Okay. So we're doing that by making it quicker for them and less friction to buy a ticket in the first place. Communicating with them at the appropriate times and in the ways that they want to be communicated to and offering them. Because we don't want to stop offering people extra things. We're doing it in the way and at the time that's appropriate for that audience. Paul Marden: We're absolutely convinced that moving some of these upsells and cross sell opportunities to later in your relationship will increase the likelihood of you closing the deal. Don't cannibalise the conversion rate at the initial conversation. You haven't built a trust relationship with someone, so don't keep throwing options at them. It's just too much. I'm a simple boy. If I go to a restaurant, I want a really simple menu, three or four things, and I'll make a choice. Yeah. If you give me too many options, I'll just sit there and I won't be able to decide. And I think that's what we do when we present people with nine steps and we want to know the email address of everybody, we want to know the postcode of where they live because we want to be able to market to them and that's important. Paul Marden: But there are other better ways of being able to identify where somebody is other than using their postcode and making them type something in. They don't need that hassle. Andy Povey: So this is all about the e commerce journey. Stepping back a little bit closer to what Rubber Cheese do. And the DNA behind Rubber Cheese is making attractions websites work really well. And it's back to the point about things being disconnected and attraction operators having to plug them together. How many websites are there or how many attraction e commerce journeys are there where you click on the button to buy a ticket and you're taken to a different page and that different page can have a completely different look and feel? Kelly Molson: Oh, yeah. I mean, that's a massive bug. It's been a bugbear of mine for years. Andy Povey: But how many websites do you have where I can be sitting there looking at the tulip experiences coming up? We heard lots of that kind of stuff at the end fan conference. I'm on the tulips page. But then you take me to a page where I've got to pick the date that I want to visit. I've already told you, I'm on the tulip page. I want to come and see tulips. I'm not interested in Father Christmas. Kelly Molson: I'm just all about the tulips. Andy Povey: So don't make me choose twice. Make it work together. Kelly Molson: Okay, So I want to play devil's advocate here because I'm sitting here listening to this going, this sounds great. I'm going back to what Andy said about, you know, attractions, they don't really want a ticketing system. They just. They don't really care about the system. They just want it to work. Right, I get that. But there's going to be a lot of people that are listening to this podcast going, “bloody ticketing system”. There's a lot, right? Let's face it. Paul Marden: It's a busy space. Kelly Molson: You are. It is a busy space. And if you are an attraction sitting here going,”Oh my God, another one.” We know that another one. You know that we know what we've got isn't working for us. We've, we've got workarounds, we're doing what we can with what we already have. But you know, ultimately we can't grow with what we have and we know we need to change it. This is a big task, right? You know, your ticketing system is often embedded so deeply into your organisation that the process of selecting a new one and then implementing that change is so vast and overwhelming that one people declare we just won't bother. That's why I've got these workarounds in place or two, you know, overwhelmed with choice. And yes, I know there's specialists out there. Kelly Molson: You know, we work with a couple that will help you go through that process and select the right partners for you. But if someone like me is sitting here going, “Okay, why do I come to Crowd Convert?” Like, why is this, what is it the thing that your product is going to be stand out for that is going to sit above or is going to solve the problems I've got above all of the other options that I've got out there? Andy Povey: So this is back to the comment earlier about this being a concept, an ethos of philosophy. Our business will grow through either building solutions, acquiring other solutions that have already been built, or selecting partners to integrate with. And we will do the whole integration. So it doesn't matter what ticketing system you're using that you have today, if you want the better digital experience for your guests, we will integrate to your current ticketing system. Kelly Molson: Okay, so you're taking the pain of having to change something that's deeply embedded in your organisation and almost putting something, a layer on top of that will actually facilitate this better customer interaction, purchasing process without the need for all of the stressful change. Paul Marden: Do away with the whole monolithic solution that solves the operation of the entire business and start to turn it into LEGO bricks. I want a LEGO brick from a website. I want a LEGO brick for my ticketing. I want my LEGO brick for my e commerce experience. I want my LEGO brick for my online shop. We'll either build or acquire those LEGO bricks or partner with the best of breed LEGO bricks that exist. Other building blocks are available and we will help to plug those together and make them work effectively. But you can imagine, you know, I always talk about, we talked a lot about ticketing today, but I, whenever I talk to somebody about ticketing, changing your ticketing system is like open heart surgery on the business. Paul Marden: Yeah, it's something you don't necessarily do casually, although I have met people who have changed it casually. But it's often so difficult because it's so deeply ingrained across the entire operation. But if you start to. It's a horrible, boring technical term. If you start to build this composable set of systems that can plug together, then it becomes easier. If you plug in an e commerce online ticketing solution and it plugs into your current ticketing system, well then later on when you change that ticketing system, you won't necessarily have to change the online experience in order to be able to do that. Yeah, we'll be able to plug into the new one that you choose. It makes it easier for you to chop and change things and become less dependent on one single monolithic provider. Kelly Molson: Yeah, because that's the thing. Right. You know, I think the past dream has been one system that does everything and suddenly that one system goes down and you're absolutely screwed. Andy Povey: That's not the way the world works anymore. And the human world. I use analogy of a TV. I got a new TV a few weeks ago out of the box and turned it on and I was presented on screen with an option to get the remote control for my new TV to operate other devices in my house. And my kids could have set it up. Kelly Molson: Danger.Andy Povey: Absolutely. Why is integration so difficult? And that's the way the world is going. If you look at credit card processing two, three years ago, to be able to accept a payment by credit card, you had to sign into a five year agreement with a credit card process provider. I was in my local WIX yesterday and I could have bought credit card terminal off the shelf. Andy Povey: They were sitting on the shelf next to the suites at the checkout. For 50 quid I could have taken it home, unboxed it and I would be processing credit card transactions there and then. I'm not signing into a three year agreement. If I don't like it, I can take it back and get one in pink because I prefer pink to white. It's got to be much easier. The world is becoming much easier. The technology world is becoming much easier to make these things work together. So you won't need clever people like Paul to make it all work together. Crowd convert. Paul Marden: I'll be on the golf course, won't I? Kelly Molson: Do you play golf? Paul Marden: No. Never played golf in my life. Crazy golf. Kelly Molson: I like the analogy. I like the Lego brick analogy. I like this whole kind of the concept that it's, you know, like plug and play but you know, you haven't got. You're using the base of what you already have, but you can pop these things as part of it. That feels really understandable for people to get their head around the concept of what you're doing. Paul Marden: But still totally integrated. What we don't want is the solution that is that somebody, an attraction that we've been to recently, where to get in, you have to go through different turnstiles depending on whether you've got a day ticket or a membership ticket because the two different sets of systems can't talk to the same turnstile at the same time. And so then you need more double the staff to be able to man the turnstiles. Kelly Molson: And confusion, and it ruins that whole first impact of arrival because you don't know yet. Andy Povey: But we're exposing our dirty laundry to the consumer. Why? They don't care. Kelly Molson: Yeah, yeah. Andy Povey: It doesn't matter to them what ticketing system you've got. Paul Marden: That is the vision. And the vision is becoming reality as well. Kelly Molson: Okay, well, let's talk about that. So there is a website that I've had privy to and the product is in its, should we say it's in its infancy at the moment and it's being developed. Paul Marden: Yes. Kelly Molson: So this is the time to that you'll be having, I guess you'll be having conversations with people about what that product, you're almost building it for the people. Right. You're having conversations with them about this is what we see happening. This is how we see what we do. What are your needs? Paul Marden: Yeah. Kelly Molson: Okay, cool. So can people get involved with that process? Paul Marden: Exciting. Andy Povey: Absolutely. Paul Marden: Anyone can talk to Andy. He'll talk to anybody. Kelly Molson: It's true, he will. Paul Marden: I just get locked in a cupboard and told to design things. Andy Povey: Make it work, plug it together. Kelly Molson: Okay, so I've got a few questions about what does this mean for Rubber Cheese? What does this mean for Rubber Cheese? What does this mean for Skip the Queue. What does this mean for the report initiatives that we do? I guess that's all still happening. Paul Marden: Yeah, yeah. Absolutely no changes to Rubber Cheese at all. This is part of a wider, bigger family that Rubber Cheese is part of. And looking at different parts of the attraction operating experience. Paul Marden: Yeah. So Rubber Cheese is going to carry on almost single minded focus on websites that enable people to get to the buy button. Kelly Molson: I like that. Paul Marden: Getting them from being interested in the attraction to hitting that buy now button or get your ticket button. Yeah. That's our specialty and that will remain our specialty. The job of Crowd Convert then is to convert them. Kelly Molson: Pick up from that point. Andy Povey: Absolutely. Kelly Molson: That's lovely, isn't it? Andy Povey: And that's where the build, acquire and partner comes in. So there will be other organisations, other tools that we partner with and plug together. And that's the bit that Crowd Convert does. It's almost the umbrella, the glue that glues all of these things together. Kelly Molson: Okay, so what more do our listeners need to understand about Crowd Convert and how can they get involved? How can they be part of this conversation to define what this product actually looks like and does for them? Andy Povey: So we're launching the website. You can find Paul and me on LinkedIn. We've got a bunch of events and exhibition shows that we're going to be at over the next few months where we're actively going to be asking people to get involved. If you are interested, then pick up the phone and drop us an email. We'll have a chat. Paul Marden: Contact@crowdconvert.co.uk.Kelly Molson: I was going to say we need the domain name in there. Crowdconvert.co.uk is the place to go. Go and have a look, find out, have a little bit of a read through about the site. It's designed in a really nice way. I think that what I really liked as I was reading it through was kind of this real focus on building something for the greater good. It's not just another ticketing platform. It's not just about. It really is about working with the attractions to build something that is just, it just works. And it works for them in the way they need it to and it works for the visitors in the way they need it to. Andy Povey: And that's it completely. It's about putting the guest at the centre of everything we're doing. And looking at this from the consumer's perspective, does it make sense or am I going to have to work out where I bought my tickets? So I know whether I go through the right hand turnstiles or the left hand turnstiles, that's just rubbish. Kelly Molson: Yeah, okay, great. So website is launching.Paul Marden: It is launched. It's up and running. Kelly Molson: Oh, it's out. It's out there all right. It's out there in the world already. So that's where you go, listeners, if you want to find out more about what's happening. And I would really recommend booking a call with Andy, booking a call with Paul, talking through, you know, if anything that we've talked about today has made you feel quite excited about what the prospect of this product could potentially be. Book a call with them. I mean, listen, if you're seeing Andy at a conference, you just need to up. And you'll find him. Or maybe it's just me.Paul Marden: Me, not so much. Kelly Molson: Oh, it's just me. Okay, listen, I always finish off my podcasts with a book recommendation for our listeners, so I'd like to ask you both if you've prepared a book today. Andy, what do you have for us? Andy Povey: So I pondered this for quite a while because I was expecting it and I think it's the third or fourth you've asked me for. So I'm actually not going to recommend a book at all. I told you that I've given up on podcasts earlier on and I found Audible. So at the moment the thing that's occupying all of my attention is that, The Day of the Triffids on Audible which is fantastic. Fantastic escapism from everything that's going off in the world at the moment. Paul Marden: Interesting. Kelly Molson: That's nice actually. That's really good. But audiobooks are really good for long drives that were talking about earlier. They're quite good. I got into. Sorry, Paul, just. I'll come to you in a minute. Paul Marden: It's all about you. Kelly Molson: It's all about me today. I really got into. Kelly Molson: Just before the pandemic and during it there was a BBC podcast called the Lovecraft. Oh gosh, what is it called? The Lovecraft's Tales. I'm gonna have to have to check this on my.Paul Marden: Sorry, listeners. Well, she's out of practice on this. Kelly Molson: So I am out of practice. Apologies, but you know me. The Lovecraft investigations. Don't know if anyone would listen to it. It's brilliant. It's based on the love. It's loosely based on on Lovecraft books but it was quite like it's about supernatural. But what I really enjoyed about it was linked to like local places that I kind of knew like Retend and Forest and there was a lot of like, kind of like Norfolk, Suffolk and Dunwich and stuff. And that was. They're really good for like long drives as well because you can really get into something on like a two or three hour journey. So I totally with you on the triffids thing. So I did bring it back to Andy in the end. Andy Povey: Thank you, Kelly. Kelly Molson: Paul, what have you prepared? Paul Marden: I am an absolute Fan of classic British crime novels. Love an Agatha Christie. Love, a mystery of some sort. But I'm not going to recommend an Agatha Christie one. I'm going to recommend one that I've got on Audible as well, that I found originally from Audible. Paul Marden: And it is one of the British Library classic British crime series, where they're republishing stuff from, like, you know, the 20s and 30s, and it's called the Wintringham Mystery Anthony Barclay. It's a classic whodunit in a kind of locker room mystery in a massive stately home. It's just like a Poirot novel, but it's not Poirot. It's a different one. But I love it. It's a brilliant book. Kelly Molson: When you find stuff like that, it's really comforting, isn't it? It's like a little a warm hug and a cup of tea. Andy Povey: Absolutely. Kelly Molson: Lovely. Well, do our listeners still get to win copies of those books even though they're audiobooks? Paul Marden: Yeah, but they don't do it on X anymore because, you know, who wants to be posting on X? So if listeners. If you'd like a copy of Andy's. Well, no, you can't have Andy Lovecraft books but it was quite like it's about supernatural. On Audible or mine. On Audible or on Paperback, then head over to Bluesky and repost the shownotes where Wenalyn has announced the podcast and the first person that does that will get a copy of the book. Kelly Molson: Lovely. Well, it has been an absolute treat to be back on the podcast today. Thank you. Paul Marden: You're not coming back over again? It's still mine. It's mine there. Kelly Molson: Please let me come back. Please. Anything that we've talked about today will, as ever, be in the show notes. So you'll find links to the Crowd Convert website, you'll find links to Paul and Andy's LinkedIn profiles and email addresses, whatever. However, best to get in touch with them. But I highly recommend having a chat with them. Can I just say, because it is all about me. I've been very sad to not be part of the podcast moving forward. But I am also been really thrilled that you have taken completely up to the ownership of it. So I just. While I'm on here, and it is about me, I just wanted to congratulate you for taking over and making it your own, because you really needed to do that. And it's brilliant to see. Kelly Molson: And I've loved listening to the episodes. I think the bravery in doing some of the live ones. Paul Marden: Stupidity. Kelly Molson: Well, maybe a tad. Paul Marden: We won't talk about what happened at NFAN last week. Please let's not talk about that. Andy Povey: What happens in Blackpool stays in Blackpool. Kelly Molson: Next time I come on the podcast, I'm going to make you spill that as a guilty confession. Paul Marden: But you know what? I absolutely loved it. I came back afterwards and I listened to that episode and it's the first one where I've been. I really thoroughly enjoyed listening to the conversation. I'm finding my feelings only taken me a couple of years. Kelly Molson: Well, it only took me a couple of years as well. But you're there now and it's brilliant. So, like one, well done. I genuinely think that you're doing an excellent job and I'm very glad that I got to hand the baton over to you and you're doing it differently. Paul Marden: You can just come back as a guest star. Andy Povey: It was more of a temporary end, wasn't it, than a handover. Paul Marden: It's mine. It's mine. Kelly Molson: I think it was a, "Here you go, dumped on your lap." Paul Marden: Thank you for coming back and talking to us. It's been marvellous. Kelly Molson: Thank you for having me back. I've loved every minute. Paul Marden: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five star review. It really helps others to find us. Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them to increase their visitor numbers. You can find show notes and transcripts from this episode and more over on our website, skipthequeue fm. The 2024 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsDownload the 2024 Rubber Cheese Visitor Attraction Website Survey Report
In this episode of BRAVE COMMERCE, Ben Galvin, Sr. Director of Omnichannel Retail Sales & eCommerce at Monster Energy, joins hosts Rachel Tipograph and Sarah Hofstetter to discuss the critical role of category management in today's omnichannel landscape. From the physical shelf to the digital shelf, Ben explains how the fundamentals of CPG have transformed, why search rankings now rival prime in-store placements, and how brands must adapt to shifting consumer behaviors.With a decade of experience in category leadership, Ben shares how data-driven decision-making, cross-channel coordination, and agile responsiveness are essential for modern brand success. He discusses the changing role of syndicated data providers, the growing influence of retail media, and how companies like Coca-Cola, Keurig Dr Pepper, and Monster Energy are setting the standard for omnichannel excellence.Throughout the conversation, Ben offers valuable insights on bridging internal silos, empowering sales teams to think digitally, and reshaping organizational structures to meet the demands of today's marketplace. If you're a brand leader looking to win across in-store and online, this episode is packed with strategic takeaways you won't want to miss.Key TakeawaysThe Digital Shelf is the New Battleground – Just as eye-level placement dominates in-store, top search rankings are critical for online sales success.Cross-Channel Coordination is Essential – Winning in today's market requires seamless alignment across in-store sales, digital commerce, retail media, and category management.Curiosity and Agility Drive Success – Leaders who embrace data-driven decisions, organizational collaboration, and evolving shopper behaviors will outperform competitors in an ever-changing landscape. Hosted on Acast. See acast.com/privacy for more information.
The CPG Guys interview RBC Capital Markets' Managing Director Nik Modi at the 2025 Consumer Analyst Group of New York conference in Orlando FL.Follow Nik Modi on LinkedIn at: https://www.linkedin.com/in/nik-modi-675926/Follow RBC Capital Markets on LinkedIn at: https://www.linkedin.com/company/rbc-capital-markets/Follow RBC Capital online at: https://www.rbccm.com/en/We Ask Nik about these topics:Volume Growth projections universally flat…what's up?Price Points & Inflation…how can revenue grow?Private Label no one is talking about it?Omnichannel - is the trend over?Retail Media not mentioned?Assortment mix - is innovation pipeline driving inefficient y of profitability?Everyone talks M&A…where is the organic growth?Focus on EBITA growth without volume growth…are layoffs imminent?GLP-1What is geopolitical uncertainty causing brands to do?To learn more about CAGNY, click here: https://consumeranalystgroupny.com/To access all of the CAGNY presentations, click here: https://drive.google.com/drive/folders/10E493RGHHjB3nwV7-Ga-t-RPCdLm719R?usp=drive_linkLA fire relief : https://www.directrelief.org/ (always research before giving)Apply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/?utm_source=cpg+guys&utm_medium=multi-channel_campaign&utm_campaign=mktgstrat_Retail+Media+Strategy+-+CPG+GuysCPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.
After a decade of rapid growth and experimentation, ecommerce for many is moving into a more mature phase, while of course still being incredibly dynamic. Many companies are finding that the new opportunities for category growth lie in establishing the best practices for omnichannel execution and then scaling those capabilities while adapting it to each local market. Vivian Valks, Global Ecommerce Acceleration Manager at Arla Foods, has been at the front lines of that ecommerce growth curve at Mondelez and at Arla. She is now leading Arla's efforts to bring together the crossfunctional collaboration across teams and in every market to improve the consumer's omnichannel shopping journey and drive better results. She joined the podcast to lay it all out.
What if launching e-commerce for an established retail brand isn't just about going digital, but about fundamentally transforming your business culture?Join hosts Chuck Moxley and Nick Paladino as they talk with Nora Arzoumanian, Former E-commerce and Digital Marketing Director at Specialized Bicycle Components. Drawing from her experience launching Specialized's Canadian e-commerce platform during post-pandemic inventory challenges, Nora shares invaluable insights on building an online presence while balancing brick-and-mortar relationships, managing inventory allocation, and evolving influencer marketing strategies.In This Episode:When launching e-commerce in an established retail business, focus on long-term commitment and educate internal stakeholders with data to overcome resistance to change.Start influencer marketing with quality over quantity - work with fewer, highly engaged partners who truly understand your brand rather than casting a wide net.For luxury brands, maintain brand value by focusing on your core market rather than trying to serve every price point and customer segment.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless -Specialized Bicycle Components Website: https://www.specialized.com Nora's LinkedIn: https://www.linkedin.com/in/noraarzoumanian/ Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/ Nick's LinkedIn: https://www.linkedin.com/in/npaladino/Chapters:(00:00) Introduction(01:10) Launching E-commerce Post-Pandemic (04:50) Canadian E-commerce Challenges(08:25) First Steps in Building E-commerce(10:50) Bike Purchase Process(12:55) Canadian Market Localization(14:35) Managing Inventory Challenges(17:05) Omnichannel Experience Development(21:55) Understanding Customer Education(24:05) Brand Strategy and Market Focus(27:35) Influencer Marketing Evolution(33:30) Internal Friction in Digital Transformation(37:12) Episode Recap
This special episode of The CPGGUYS features four guests - the WINNERS of our 2024 Omnichannel awards - 'The OMNIES'. The Omnies recognizes a select few every year that have dedicated a career to evolving from brick & mortar to being truly omnichannel and championing it in the industry. Our four winners this past year have done exactly that. Our sincere CONGRATS to Doug Jossem from Walmart Connect, Tonya Douglas from Giant Foods (part of the ADUSA family), Cely Moreno from PepsiCo and Cara Pratt from Kroger precision marketing/84.51. Find Doug Jossem on Linkedin at : https://www.linkedin.com/in/doug-jossem-2595574/Find Tonya Douglas on Linkedin at : https://www.linkedin.com/in/tonya-douglas-15889bb/Find Cely Moreno on Linkedin at : https://www.linkedin.com/in/cely99/Find Cara Pratt on Linkedin at : https://www.linkedin.com/in/cara-pratt-2429614/Here's what we asked each of them about leadership :1.) You've demonstrated a lifetime of leadership - what principles are you anchored on that have served you well?2.) How did you embrace omnichannel leadership and how do you keep up with learning given all the changes in our industry?3.) What is your advice to others in this space, and how do you advocate working with digital leaders on this very leadership?4.) Tell our audience about brand & retail leadership - what can the industry expect from you in 2025?LA fire relief : https://www.directrelief.org/ (always research before giving)Apply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/?utm_source=cpg+guys&utm_medium=multi-channel_campaign&utm_campaign=mktgstrat_Retail+Media+Strategy+-+CPG+GuysCPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.
The CPGGUYS are joined in this episode by the CEO of Nature's bakery - Steve Gardiner. He has previously held roles in commercial leadership at Henkel and PepsiCo. We personally love the portfolio and the Fig bars are our favorite. As such, this was both a fun and informative discussion. Find Steve on Linkedin at : https://www.linkedin.com/in/steve-gardiner-6092b11/Find Nature's bakery on Linkedin at : https://www.linkedin.com/company/nature-s-bakery/Find Nature's bakery online at : https://naturesbakery.com/Here's what we asked him : Let's get to know you. Take us through your career developing at PepsiCo, then leading sales at Henkel and Nature's bakery to leading it. What leadership principles have you anchored your career on?Take us through the portfolio of the company and your innovation approach. What's new for 2025? How are you looking at Omnichannel holistically and coaching your teams on building 360 plans?You are up against stiff larger competitors with deep media pockets - how do you match up here and become the challenger that is fast growing?Take us through talent development. What do you look for in your leaders and how have you structured for long term growth?You've shared it before, what are the 5 things required to create a successful food brand? What challenges are you currently facing in the market? How are you adjusting your strategy in response?What advice would you give to leaders or CEOs of emerging brands?LA fire relief : https://www.directrelief.org/ (always research before giving)Apply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/?utm_source=cpg+guys&utm_medium=multi-channel_campaign&utm_campaign=mktgstrat_Retail+Media+Strategy+-+CPG+GuysCPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.Our guest is Rajesh Grover, Kanmo's Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.Please enjoy this episode from the Kanmo Group in Indonesia.Show notes:1) Rajesh Grover2) Kanmo Group3) Kanmo Circle4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)
On today's MadTech Daily: Consumers Shift Spend to Align with Values; Nine in Ten Shoppers Want Omnichannel Experiences; Marketers to Increase Budgets
Send us a textE-commerce growth has transformed how brands approach logistics, fulfillment, and omnichannel distribution. In this episode of The New Warehouse Podcast, Kevin welcomes Mark Riskowitz, VP of Operations at Caraway Home. Riskowitz shares how Caraway grew from a startup to a major player in premium kitchenware, overcoming logistical challenges.Learn more about Zebra Robotics here. Learn more about Nucor Warehouse Systems here. Follow us on LinkedIn and YouTube.Support the show
When EJ Cho started his first company in 2018, he was exposed to what it takes to market a product. He was surprised to find a market filled with different single-use tools. “It was a very frustrating experience,” Cho told TechCrunch. Learn more about your ad choices. Visit podcastchoices.com/adchoices
Welcome to the 69th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with David Cost, Chief Digital Officer at Rainbow Shops, for an in-depth discussion on how omnichannel strategies drive business growth. From leveraging ship-to-store programs to optimizing mobile app engagement, David discusses actionable strategies to help businesses navigate the evolving landscape of retail. Learn how to balance digital innovation with traditional retail fundamentals for sustainable success.
Shopify Masters | The ecommerce business and marketing podcast for ambitious entrepreneurs
Lindsay Silberman has extensive experience as a magazine editor and content creator before launching Hotel Lobby Candle, a candle company designed to take customers back to their favorite travel destinations. Lindsay shares her journey of learning how to create products and she gives advice on pitching editors and writers for media coverage.To learn more about Hotel Lobby Candle and for show notes: https://www.shopify.com/blog/hotel-lobby-candle-storytellingFor video interviews with founders, subscribe to the Shopify Masters YouTube channel.
In the first episode of Listrak's Innovation Unleashed for 2025, Jake and Allie break down the key insights from Listrak's latest client survey and share predictions for the year ahead. They discuss how brands are adapting to evolving consumer behavior, the shift toward hyper-personalized marketing strategies, and the transformation of loyalty programs. Plus, they explore the rise of "click and mortar" experiences—blending online and in-store shopping seamlessly. Tune in for expert insights on driving growth in an unpredictable retail landscape!
In this episode of the Simple and Smart SEO Show, I sit down with marketing strategist and agency owner Raycheal Proctor from Unlimited Mixed Marketing. We chat the transformative power of omni-channel marketing, discussing how different channels can work cohesively to elevate visibility and results. Raycheal shares her journey from classical musician to marketing maven and offers invaluable advice on leveraging SEO, paid media, and account-based marketing to create efficient, holistic strategies. Packed with real-life case studies and actionable tips, this episode is perfect for entrepreneurs and marketers looking to optimize their brand's presence across platforms.Key Takeaways:The Power of Omni-Channel Marketing: Combining SEO with paid media and other channels leads to better results and long-term efficiency.Targeted Approach Over Silos: A hyper-targeted, account-based strategy can eliminate digital noise and deliver measurable success.Repurposing Content: Maximize content value by breaking it into smaller formats for blogs, emails, and more.Continuous Learning and Adaptation: Stay updated with marketing trends and maintain flexibility to pivot strategies as needed.Personalized Branding: Passive branding, like wearing branded apparel during webinars, can be a natural and effective marketing tool.Memorable Quotes:Raycheal Proctor: "The long-term gains from SEO should directly complement the short-term gains from paid media."Crystal Waddell: "You gave us permission to define who we work with and create mutually beneficial relationships."Raycheal Proctor: "Doing what you love in a way that brings joy and profit is always a win."Listener Action Items:Explore how your current marketing channels can complement each other. Start small with two to three channels and grow over time.Dedicate time each week for intentional learning—review updates, refine strategies, and enhance your skills.Identify opportunities for repurposing your existing content across multiple platforms.Define your ideal clients and refine your marketing approach to align with their needs.Reach out to Raycheal Proctor at Unlimited Mixed Marketing for a personalized consultation.Contact Raycheal:Website: UnlimitedMixedMarketing.comLinkedIn: Raycheal ProctorSend me a text!Support the showWant to follow up on what you've heard? Search the podcast!Join the SEO SquadApply to be my podcast guest!
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