Podcast appearances and mentions of will laurenson

Tim Martin-Harvey, Head of eCommerce at The Bottle Club, joins Will Laurenson to unpack the bold decision to switch off all paid marketing - and why it led to a 200% profit increase. From dissecting flawed attribution models to exploring TikTok Shop, AI-powered content, and smarter segmentation through checkout questions, Tim shares tactical and philosophical insights into running a retail brand in 2025. Whether you're focused on customer retention, email marketing, or future commerce trends, this episode offers a refreshingly honest look at what happens when you break the rules to serve the business better.

Mona Sutherland, Head of Performance Marketing at West Marine, joins Will Laurenson to explore the intersection of digital strategy, AI, and ecommerce at scale. With a background at Adidas and Melissa Shoes, Mona shares how West Marine is using AI to improve creative, why video content is crucial for B2B and B2C buyers, and how the brand is thriving despite retail headwinds. They discuss SEO shifts, customer problem-solving, and the practical challenges of marketing 90,000+ SKUs. If you're in performance marketing or ecommerce, this episode delivers tactical depth and big-picture thinking.

Jake Karls, co-founder of Mid-Day Squares, joins Will Laurenson to reveal how bold storytelling and emotional connection turned a homemade snack into a multi-million-dollar chocolate brand. Jake shares why they documented their journey from the start, how their in-house manufacturing gives them an edge, and why building a loyal community is their biggest moat. They also discuss the challenges of scaling, rising cocoa costs, and what it takes to produce content that truly resonates. If you're in CPG, ecommerce or brand building, Jake's honest insights into sustainable growth and emotional marketing will leave a lasting impression.

Garrett Peters, co-founder of Duncan & Stone Paper Company, joins Will Laurenson to talk about building a profitable, founder-led brand without sacrificing your sanity. They dive into using AI for content, the ups and downs of TikTok Shop, running a business with friends, and the importance of cashflow discipline. Garrett shares how his team handles growth, forecasts inventory, and aims for $5 million in annual sales—all while keeping their business enjoyable. This episode offers a grounded, honest view of modern e-commerce and the trade-offs that come with it.

Jonathan Turton, Head of E-commerce at Avery Row, joins Will Laurenson to talk practical growth—no fluff, just results. From a 181% increase in international revenue to a sharp SEO uplift, Jonathan reveals how small but meaningful changes drive big outcomes. They cover DTC vs. B2B channel conflict, building a lean tech stack, and the impact of smart tools like Swap and Continue. If you're tired of chasing shiny new strategies and want a grounded, effective approach to e-commerce, this episode is a must-listen.

Brandon Horoho, co-founder and CMO of Montana Knife Company, joins Will Laurenson to share how he's building a legacy brand in a highly restricted industry. They discuss Montana Knife Company's rapid growth, its unique batch-release model, and how strict advertising regulations force creative marketing strategies. Brandon shares insights on customer acquisition, brand building, and why working with American manufacturers is so rewarding. If you're interested in direct-to-consumer marketing, brand loyalty, and overcoming business challenges, this episode is packed with valuable lessons.

Marketing expert Nelly Coupe joins Will Laurenson to discuss e-commerce, branding, and the evolving digital marketing landscape. They explore the impact of sustainability on consumer choices, how TikTok is changing online shopping, and the role of AI in influencer marketing. Nelly shares insights from her experience with major personal care brands, while Will reflects on how brands can balance innovation with authenticity. They also examine the psychology behind consumer habits and the importance of sensory experiences in building brand loyalty. If you're interested in how brands can stay relevant in 2025, this episode is packed with insightful discussions.

John Brown, Director of CRM at Scentbird, joins Will Laurenson to talk about fragrance subscriptions, AI-driven personalisation, and the challenges of international expansion. They discuss how Scentbird uses scent profiling and AI to help customers find their perfect fragrance, why SMS marketing works differently in the UK and US, and how AI-powered segmentation improves marketing efficiency. John also shares insights on licensing deals, the role of human connection in e-commerce, and why personalisation is key to customer retention. Whether you're in e-commerce, DTC, or subscription services, this episode is packed with insights you won't want to miss.

Retention expert Thomas Lalas joins Will Laurenson to discuss why most brands fail at keeping customers engaged and how to fix it. They cover pricing strategies that drive long-term subscriptions, why brands should focus on value perception in the first two weeks, and how tools like Klaviyo, Typeform, and ReferralCandy can be used in unexpected ways. Thomas also shares experiments on direct mail, personalised videos, and the impact of branding on retention. If you're struggling with churn or want to improve customer lifetime value, this episode is full of practical strategies you can implement right away.

Breanna Greenberg, Head of Marketing at Stratia, joins Will Laurenson to discuss the evolving challenges of beauty marketing. From working in corporate giants to thriving in startup environments, Breanna shares what sets smaller brands apart. She explains why traditional ad strategies are struggling, how TikTok Live has transformed Stratia's engagement, and why “clean beauty” is often misleading. They also explore AI's role in e-commerce and the future of customer acquisition. If you're looking for fresh marketing insights rooted in authenticity and science, this episode is packed with valuable takeaways.

Ottilia Stridh, CRM Manager at Act London, joins Will Laurenson to discuss the power of subscription models in e-commerce. They dive into strategies for customer retention, the role of personalisation in CRM, and how brands can enhance loyalty through tailored experiences. Ottilia also shares insights on cross-channel consistency, direct mail strategies, and overcoming pricing objections in the premium beauty space. Whether you're a subscription-based business or looking to improve customer engagement, this episode is filled with actionable takeaways. Tune in to learn how CRM can be a game-changer for e-commerce growth.

Nadia Babar, Head of Marketing at Wingback, joins Will Laurenson to explore creativity in e-commerce marketing. They discuss the shift towards authentic, user-generated content, the unpredictability of social platforms, and the importance of brand storytelling. Nadia shares how Wingback engages customers by showcasing product longevity, while Will explains the psychology behind pricing and positioning. They also explore strategic brand collaborations and why brands need to optimise before scaling. Whether you're a marketer looking for fresh ideas or a brand navigating the evolving digital landscape, this episode is full of practical insights and thought-provoking discussions.

Rob Merret, Managing Director of Active Apparel Group, joins Will Laurenson to discuss the evolving world of e-commerce, AI, and brand building. They dive into AI-driven solutions for reducing returns, the power of community-led marketing, and the rising costs of digital advertising. Rob explains why he avoids traditional influencer marketing and instead focuses on authentic customer advocacy. They also discuss marketplaces, customer behaviour, and the importance of balancing paid and organic growth. If you're in e-commerce and want to build a brand that lasts, this episode is full of practical insights you won't want to miss.

In this episode, Will Laurenson speaks with Donal Breslin, Managing Director of Nomad the Label, about scaling an e-commerce brand from market stalls to an eight-figure business. Donal shares how they successfully expanded to the US, the role of video in marketing, and the challenges of international logistics. They also discuss influencer marketing, AI-generated brand ambassadors, and how to build customer trust through social proof and real-time engagement. If you're interested in growing an e-commerce brand, this episode is full of insights on scaling, content strategy, and adapting to global markets.

Rhea Fox, former Digital Director at Ted Baker, joins Will Laurenson to discuss the challenges and opportunities in e-commerce. From the rise of marketplaces and competing with Amazon to returns management and AI-powered sizing tools, Rhea shares her expertise on what brands should focus on in 2025. They also explore the importance of attribution models, SMS and WhatsApp marketing, and why retailers need to prioritise profitability over revenue growth. Whether you're a DTC brand or selling across multiple channels, this episode is filled with valuable insights on navigating the ever-changing e-commerce landscape.

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

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

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

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

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

Emphasizes the importance of CRO in ecommerce and the impact it has beyond just improving the website, including reducing return rates, increasing lifetime value (LTV), and decreasing product costs.In this episode, Jordan West with Will Laurenson, they get into the realm of customer revenue optimization (CRO) and its impact on e-commerce success. Will shares his expertise in data-driven strategies, customer behavior modeling, and the significance of revenue per user in testing and optimizing e-commerce approaches. Listen and learn in this episode!Key takeaways from this episode:Utilizing data analysis and product development can improve customer conversion and retention.Incorporating customer feedback and speaking directly with customers is essential for business optimization and improvement.RPU is recommended as the ultimate KPI for testing the success of strategies in e-commerce, highlighting the importance of focusing on the revenue generated by each user rather than just conversion rates or average order value.The significance of user experience (UAM method - usability, anxiety, motivation) is emphasized as a means to inform website design and optimize customer experience.Case studies showcase the impact of split tests, such as the removal of an "in stock" tag leading to increased mobile conversion rates and the elimination of a timer resulting in additional revenue.Recommended Tools/App:Airtable: https://www.airtable.com/ Notion: https://www.notion.so/ Slack: https://slack.com/ Recommended Audiobooks:Real Dictators: https://www.noiser.com/realdictators The Rest Is History: https://www.audible.com/pd/The-Rest-Is-History-Audiobook/B0C5YNM53Z Today's Guest: Will Laurenson, from Customers Who Click, Will has a background in B2C marketing and startups, and he shares experiences where he improved customer conversion and retention through data analysis and product development. He challenges the significance of conversion rate optimization (CRO) for e-commerce, emphasizing the importance of revenue per user over conversion rate. Will uses data to determine customer behavior and discusses how it informs their approach to website design and user experience. Growth Plan: www.upgrowthcommerce.com/growMillion Dollar Offers: www.upgrowthcommerce.com/growIn this episode's sponsor is Subsummit - led by Christopher George, Co-Founder and CEO, is the hub for subscription commerce enthusiasts. SubSummit is the world's largest gathering for DTC subscription and membership brands. It brings together industry leaders and aspiring entrepreneurs to explore the booming 2-trillion-dollar subscription industry. Whether you're already involved or looking to join, SubSummit is your go-to event for networking and learning in this thriving sector.Learn more here: Subsummit

➡️ https://dropshipunlocked.com/customerswhoclickUse the link above to book a call with Will's team and find out how they can help you scale your ecommerce business.

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

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

On this episode of Q4 First Principles Growth Tips is Will Laurenson, the CEO, and Founder of Customers Who Click. Will emphasized three key strategies for retailers gearing up for the busy holiday season. First and foremost, he stressed the importance of adopting a mobile-first approach, urging retailers to thoroughly scrutinize their mobile user experience.   Secondly, he highlighted the power of using data to craft unique and appealing offers, emphasizing that understanding customer behavior can significantly enhance conversion rates. Lastly, he emphasized the importance of effective signposting, ensuring that customers are seamlessly directed to the best deals, whether it's through search, social media, or the website itself. These practical tips provide a valuable roadmap for retailers aiming to optimize their strategies and drive successful outcomes during the holiday rush. --- SPONSORS: This episode is brought to you by: Treyd The 2X eCommerce Podcast is sponsored by Treyd, a revolutionary financing service transforming product launches for eCommerce brands. As the ultimate inventory purchasing solution, Treyd lets you sell first, pay suppliers later. Treyd's unsecured funding and credit model improves cash flow, supports larger orders, and even helps negotiate supplier discounts.  With a transparent, pay-as-you-go model, Treyd offers unmatched flexibility and minimal onboarding, independent of eCommerce platforms. Experience the power of "Sell first, pay suppliers later" and snooze invoices for up to 120 days. Transform your business with Treyd today on Treyd.io.

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Will Laurenson, CEO of Customers Who Click. Together they delve into the difficulties of taking on all the marketing and retention responsibilities in a startup, where the beginning of the retention process really lies, what the three key areas of conversion rates are, and why you have thirty seconds to grip your customer.

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

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

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

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

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

Conversion rate optimization (CRO) is an essential component of any successful digital marketing strategy. It involves optimizing a website or landing page to increase the percentage of visitors who take a desired action, such as making a purchase or filling out a form. In this podcast, we’ll be talking with Will Laurenson, an expert in…

Will Laurenson talks with Jason Barnard about the key to a perfect website. Will Laurenson is a customer experience optimisation consultant helping ecommerce brands optimise their customer journeys for conversion and customer value. If you're looking for a better ROI for your marketing spend and higher Customer Lifetime Value, you can connect with him on LinkedIn or Twitter. Will also hosts the Customers Who Click podcast, a weekly interview with leading marketers from across the industry. Websites play an important role in sales, and when you design a website, you probably first think about what will appeal to your customers. But what if you got that wrong and should focus on how the website works for customers and how it answers their questions and concerns about your products or services, as well as your business. What should you do to achieve a high conversion rate? In this interesting episode, Will Laurenson explains how to tailor the customer experience to increase a website's conversion rate. He also addresses the impact that text, images, and videos have on the customer experience on the website. In addition, he suggests some top-notch tools you can use to track and analyse your customers' actions while using your website, as well as the main barriers to conversion and how to overcome them. As always, the show ends with passing the baton…Will passes the virtual baton to next week's super awesome guest Gert Mellak. What you'll learn from Will Laurenson 00:00 Will Laurenson and Jason Barnard  00:44 Will Laurenson's Brand SERP in the UK 01:20 Kalicube Support Group  01:26 Customers Who Click's Brand SERP in the UK 01:35 Will Laurenson's Thoughts on Favicons on a Brand SERP 02:45 Favicons from a Branding and Marketing Perspective 03:55 Icons Vs Bullet Points on Product Pages 04:49 How Important is Text Vs Images on a Website 05:34 How Do Images and Videos on Websites Affect the Customer Experience 06:23 Recommended Tools for Analysing the Actions of Potential Customer on a Website  06:58 Jason Barnard's Experience Installing Microsoft Clarity 08:03 Are There Limitations to Using Microsoft Clarity? 08:57 Knowledge Panel Done for You Service by Kalicube 10:00 What Makes a Perfect Website? 10:54 How Do Customer Personas Help Create a Website  15:47 What to Look for to Achieve a High Conversion Rate 20:11 How Does the Use of Vocabulary Impact Website Conversion 27:12 How Does Branded Search Fit into a Perfect Website 30:45 Passing the Baton: Will Laurenson to Gert Mellak This episode was recorded live on video January 24th 2023 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

Will Laurenson talks with Jason Barnard about the key to a perfect website. Will Laurenson is a customer experience optimisation consultant helping ecommerce brands optimise their customer journeys for conversion and customer value. If you're looking for a better ROI for your marketing spend and higher Customer Lifetime Value, you can connect with him on LinkedIn or Twitter. Will also hosts the Customers Who Click podcast, a weekly interview with leading marketers from across the industry. Websites play an important role in sales, and when you design a website, you probably first think about what will appeal to your customers. But what if you got that wrong and should focus on how the website works for customers and how it answers their questions and concerns about your products or services, as well as your business. What should you do to achieve a high conversion rate? In this interesting episode, Will Laurenson explains how to tailor the customer experience to increase a website's conversion rate. He also addresses the impact that text, images, and videos have on the customer experience on the website. In addition, he suggests some top-notch tools you can use to track and analyse your customers' actions while using your website, as well as the main barriers to conversion and how to overcome them. As always, the show ends with passing the baton…Will passes the virtual baton to next week's super awesome guest Gert Mellak. What you'll learn from Will Laurenson 00:00 Will Laurenson and Jason Barnard  00:44 Will Laurenson's Brand SERP in the UK 01:20 Kalicube Support Group  01:26 Customers Who Click's Brand SERP in the UK 01:35 Will Laurenson's Thoughts on Favicons on a Brand SERP 02:45 Favicons from a Branding and Marketing Perspective 03:55 Icons Vs Bullet Points on Product Pages 04:49 How Important is Text Vs Images on a Website 05:34 How Do Images and Videos on Websites Affect the Customer Experience 06:23 Recommended Tools for Analysing the Actions of Potential Customer on a Website  06:58 Jason Barnard's Experience Installing Microsoft Clarity 08:03 Are There Limitations to Using Microsoft Clarity? 08:57 Knowledge Panel Done for You Service by Kalicube 10:00 What Makes a Perfect Website? 10:54 How Do Customer Personas Help Create a Website  15:47 What to Look for to Achieve a High Conversion Rate 20:11 How Does the Use of Vocabulary Impact Website Conversion 27:12 How Does Branded Search Fit into a Perfect Website 30:45 Passing the Baton: Will Laurenson to Gert Mellak This episode was recorded live on video January 24th 2023 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

Burkay Alpyildiz talks with Jason Barnard about EoT: Enough of things and phygital explained. Burkay Alpyildiz is a Phygital Experience Leader, Serial Entrepreneur and Managing Director. After a solid engineering education, Burkay focused more on project management, international business and experience design. He founded or co-founded companies that had great success in their fields and had significant differences that made them unique in the industry. His primary expertise is developing products and solutions to industry problems. With his ability to manage complex projects, he is known in the industry as a problem solver. Burkay takes a holistic approach to designing digital experiences and believes that each link in the value chain has a major impact on the final product or service that the end consumer engages. His value-added products and services have received multiple awards from top management. In addition to his professional work, Burkay volunteers for SCORE Mentors in Metro NJ Chapter, which includes Union, Hudson and Essex counties. He mentors hundreds of small business owners and start-ups on their path to success. He is the "Most Valuable Player" at SCORE Metro NJ and was recognised nationally in 2020. More and more companies are taking advantage of technological advances when it comes to meeting the needs of their customers. However, as technology continues to progress, the need for physical workforce is decreasing, and this is a major social impact that can be expected in the coming years. So how does Phygital fit into all of this? Hmmm… In this incredible episode, the amazing Burkay Alpyildiz explains what phygital means and looks at the fascinating question of how to merge digital and physical experiences for the good of society while avoiding the pitfalls of technological over-acceptance, such as unemployment and social disruption. He delves into the best examples of phygital experiences from Chat GPT and explains how the government is responding through education to the social problems caused by digital progress. As always, the show ends with passing the baton…Burkay groovily passes the virtual baton to next week's fantastic guest, Will Laurenson. What you'll learn from Burkay Alpyildiz 00:00 Burkay Alpyildiz and Jason Barnard 00:43 Burkay Alpyildiz's Brand SERP 01:15 Kalicube Support Group 02:08 Burkay Alpyildiz's Brand SERP in Turkey 02:16 The Reason for Burkay Alpyildiz's Online Presence 05:07 Kalicube Pro Saas for Agencies 05:22 What Does Phygital Mean? 06:09 Phygital Experience Explained  07:28 The Social Impact of Technological Progress 09:58 What Does Phygital Design Mean? 11:35 How the COVID Pandemic Accelerated the Phygital Transformation 15:01 Examples of Phygital Experiences 17:43 Chat GPT's Best Examples of Phygital Experience 18:50 Virtual Reality Shopping Experiences in Physical Stores 19:44 Google Glass and Its relationship to Phygital Experience 21:28 Phygital Healthcare Solutions  25:02 Government Response to Social Issues Caused by Digital Advances 27:47 Passing the Baton: Burkay Alpyildiz to Will Laurenson This episode was recorded live on video January 17th 2023 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

Burkay Alpyildiz talks with Jason Barnard about EoT: Enough of things and phygital explained. Burkay Alpyildiz is a Phygital Experience Leader, Serial Entrepreneur and Managing Director. After a solid engineering education, Burkay focused more on project management, international business and experience design. He founded or co-founded companies that had great success in their fields and had significant differences that made them unique in the industry. His primary expertise is developing products and solutions to industry problems. With his ability to manage complex projects, he is known in the industry as a problem solver. Burkay takes a holistic approach to designing digital experiences and believes that each link in the value chain has a major impact on the final product or service that the end consumer engages. His value-added products and services have received multiple awards from top management. In addition to his professional work, Burkay volunteers for SCORE Mentors in Metro NJ Chapter, which includes Union, Hudson and Essex counties. He mentors hundreds of small business owners and start-ups on their path to success. He is the "Most Valuable Player" at SCORE Metro NJ and was recognised nationally in 2020. More and more companies are taking advantage of technological advances when it comes to meeting the needs of their customers. However, as technology continues to progress, the need for physical workforce is decreasing, and this is a major social impact that can be expected in the coming years. So how does Phygital fit into all of this? Hmmm… In this incredible episode, the amazing Burkay Alpyildiz explains what phygital means and looks at the fascinating question of how to merge digital and physical experiences for the good of society while avoiding the pitfalls of technological over-acceptance, such as unemployment and social disruption. He delves into the best examples of phygital experiences from Chat GPT and explains how the government is responding through education to the social problems caused by digital progress. As always, the show ends with passing the baton…Burkay groovily passes the virtual baton to next week's fantastic guest, Will Laurenson. What you'll learn from Burkay Alpyildiz 00:00 Burkay Alpyildiz and Jason Barnard 00:43 Burkay Alpyildiz's Brand SERP 01:15 Kalicube Support Group 02:08 Burkay Alpyildiz's Brand SERP in Turkey 02:16 The Reason for Burkay Alpyildiz's Online Presence 05:07 Kalicube Pro Saas for Agencies 05:22 What Does Phygital Mean? 06:09 Phygital Experience Explained  07:28 The Social Impact of Technological Progress 09:58 What Does Phygital Design Mean? 11:35 How the COVID Pandemic Accelerated the Phygital Transformation 15:01 Examples of Phygital Experiences 17:43 Chat GPT's Best Examples of Phygital Experience 18:50 Virtual Reality Shopping Experiences in Physical Stores 19:44 Google Glass and Its relationship to Phygital Experience 21:28 Phygital Healthcare Solutions  25:02 Government Response to Social Issues Caused by Digital Advances 27:47 Passing the Baton: Burkay Alpyildiz to Will Laurenson This episode was recorded live on video January 17th 2023 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

Uncovering the Potential of Customer Experience In this episode of E-Commerce with Coffee?!, we have a special interview with Will Laurenson, founder of Customers Who Click. He and Nate Svoboda discuss how to optimize your customers' experiences and drive revenue. Throughout the interview, you'll hear Will's views on customer experiences, customer retention, and more. Ready to learn more about customer experience and how much of an impact it can have on your business? Grab your favorite brew and enjoy! ➡️ Timestamps: 0:00-0:27 Intro 0:28-0:58 Introducing Will 0:59-2:34 How Will takes his coffee 2:35-6:20 Will's background 6:21-7:33 Differences between optimizing customer experience for products and services 7:34-9:30 Metrics important for optimizing customer experience 9:31-12:33 Importance of customer lifetime value 12:34-16:07 How to gather feedback from consumers 16:08-17:38 Differences between customer lifetime value in a DTC versus another business model 17:39-20:03 Best methods and tools to increase conversions 20:04-22:01 How long you should run a split test 22:02-29:16 What clients are not usually thinking about for conversions 29:17-34:02 How to appropriately allocate resources to conversion versus retention 34:03-35:49 Changes that have occurred in the past two to four years 35:50-42:02 Other key considerations for customer experience 42:03-43:04 How to contact Will 43:05-43:20 Outro

This is the 2nd part of our conversation about how to get more results from the traffic you're already getting with Will Laurenson, Founder and CEO of Customer Who Click. Yesterday, Will and I talked about why CRO needs to be a marketer's main focus, and today we're going to continue the conversation talking about whether you should be conversion rate optimizing for conversions or for value. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This is the 2nd part of our conversation about how to get more results from the traffic you're already getting with Will Laurenson, Founder and CEO of Customer Who Click. Yesterday, Will and I talked about why CRO needs to be a marketer's main focus, and today we're going to continue the conversation talking about whether you should be conversion rate optimizing for conversions or for value. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Joining us is Will Laurenson, Founder and CEO of Customers Who Click, which is a consultancy that helps its clients optimize their customer journey to turn paid traffic into customers, increase their average order values and retain those customers for longer. Today, Will and I are going to discuss why CRO needs to be your main focus as a marketer. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Joining us is Will Laurenson, Founder and CEO of Customers Who Click, which is a consultancy that helps its clients optimize their customer journey to turn paid traffic into customers, increase their average order values and retain those customers for longer. Today, Will and I are going to discuss why CRO needs to be your main focus as a marketer. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Our guest today is Will Laurenson, a conversion optimisation specialist who helps D2C brands convert more of their traffic into paying customers, without the need to increase advertising spends.   Topics Covered: 1)The similarities between sales and marketing 2)Marketing in online gambling and what can ecommerce marketers learn from the online casino 3)How to reduce your customers anxieties and increase conversion rates 4)How to optimize the usability of your website  and much more… For more info: https://www.linkedin.com/in/willlaurenson/ https://www.customerswhoclick.com/ **Check out the EcomXFactor Youtube Channel:https://tinyurl.com/EcomXFactor-YT Check out the EcomXFactor Facebook group:https://www.facebook.com/groups/EcomXFactor * If you enjoy the podcast, would you please consider leaving a short review on Apple Podcasts/iTunes?It takes less than 60 seconds, and it really makes a difference

On this episode of Retention Chronicles we are joined by Will Laurenson of Customers Who Click and he is an expert on conversion rate optimization (CRO). He works with ecommerce brands to reduce customer acquisition and get a higher return on their spending but to also get more customers through the door, increasing their average order values (AOV) and lifetime value (LTV). By listening you'll obviously hear about CRO but we go into so many cool topics surrounding CRO because as Will points out, it isn't just about conversions but so much more. We'll chat about various tests you can run for areas like free trials, marketing copy, customer pain points, CTAs, and returns policies. We also talk about sending helpful content to your customers and why customer feedback might be more helpful than data.Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!Episode resources: Baymard Institute and GoodUI.org

Will Laurenson is a Conversion Rate Optimisation expert who works with eCommerce businesses to improve their conversion rates, average order values, and generate higher lifetime customer values. In this episode, we talked about why you should prioritize your customer experience. We also covered how to use reviews strategically and whether discounting really helps increase conversions.

Will works in conversion rate optimization (CRO) for some well-known DTC brands, and having him on the podcast this week was fascinating. If you've ever wondered how you can optimize your website to drive more conversions (and bring in more sales!) this episode is for you.Tune in to this week's episode to learn: How Will uses a particular framework to address common conversion rate issues The types of research tools and methodologies Will employs to better understand consumers Which DTC companies are slaying the conversion game The specific trends in DTC that mean his line of work is particularly important right now We hope you like this week's chat! Don't forget to subscribe for a weekly dose of Dig In content straight to your streaming platform of choice. Transistor  Apple Podcasts Spotify Google Podcasts Visit our website to learn more about Dig Insights and follow us on LinkedIn!

Today on Messenger Mastermind we talk all things Conversion Rate Optimization with Will Laurenson, CRO guru and host of the Customers Who Click podcast. With the changes to IOS and Facebook of last year, our Shopify sites have to do a lot of the work in keeping customers in the funnel once they've landed on your page. And you have a lot more control of that than you might think. Will shares his wisdom on how to detect pain-points in your customer's experience of your site, his tech stack for analysing customer behavior, his guidelines for determining what you should prioritize testing for your brand, and how to fix problems once your tests have given you a picture of what is happening. This is a nuts and bolts episode with practical take-home information.  Join our Weekly newsletter Leave a review Subscribe to our YouTube Channel

Much of the conversation in the marketing world is focused on how to acquire new customers, but Will Laurenson's focus is on winning the second purchase. As the founder of Customer Who Click, Will works with e-commerce brands on increasing customer lifetime value through repeat purchases, and he does it through a lens of conversion rate optimization. While Will's focus is on e-commerce, the strategies he uses to drive customer loyalty and retention are just as applicable to B2B businesses. From using customer interviews, surveys and heat mapping tools to gather insights on customer behavior and preferences, to segmenting your customer list, and creating memorable onboarding or unboxing experience, Will shares the techniques he's used to increase customer second purchases. And he explains the the principles - usability, anxiety, and motivation - that are the foundation of his approach to CRO. There's lot's of good, actionable stuff here for marketers that want to maximize customer lifetime value. Check out the full episode to hear more.

Today's episode is an expert panel discussion from the Commerce Accel Conference. The session was hosted by Will Laurenson, with Chase Dimond, Rytis Lauris and Jessica Totillo Coster among the expert panel.Black Friday and Cyber Monday (BFCM) are almost upon us. And the competition this year is going to be intense. While there are many more online shoppers than ever before, there are more than ever stores competing for those shoppers. You'll be competing against old and new eCom stores and also brick and mortar stores who've gone online during the pandemic. The hows, whats and whens of your communication could make or break your business during this BFCM. In this episode, you'll get the scoop on how to get your Email and SMS marketing ready for Black Friday and Cyber Monday.  You will get tips, hacks and best practices from three leading experts. This is a great episode for marketers and business owners preparing for the upcoming sales!This event was sponsored by our good friends at: Juni - The financial companion that tracks returns on your entire business in one place. Measure all your ROI at juni.coEmarsys -The omnichannel customer engagement platform of choice for more than 1,500 companies worldwide. Do more at emarsys.comPostscript - Making SMS for eCommerce easy. Automate your SMS marketing at postscript.ioRecart -Sell more with FB Messenger Marketing. Reduce abandoned carts at recart.comOmnisend -Increase your sales not your workload. Take the shortcut to revenue growth at omnisend.com Bolt - Connecting retailers and millions of shoppers in a unified network. Your shoppers are one  click away -bolt.comBeProfit - Get all your ecommerce profits at a glance. Track all your expenses at beprofit.com-----------SPONSORS:This episode is brought to you by:Klaviyo This episode is brought to you by Klaviyo – a growth marketing platform that powers over 25,000 online businesses. Direct-to-Consumer brands like ColourPop, Huckberry, and Custom Ink rely on Klaviyo.Klaviyo helps you own customer experience and grow high-value customer relationships right from a shopper's first impression through to each subsequent purchase, Klaviyo understands every single customer interaction and empowers brands to create more personalized marketing moments.Find out more on klaviyo.com/2x.  RewindThis episode is brought to you by Rewind - the #1 Backup and Recovery App for Shopify and BigCommerce stores that powers over 80,000 online businesses.Direct-to-Consumer brands like Gymshark and MVMT Watches rely on Rewind.Cloud based ecommerce platforms like Shopify and BigCommerce do not have automatic backup features. Rewind protects your store against human error, misbehaving apps, or collaborators gone bad with Automatic backups!For a free 30-day trial, Go to Rewind Backups, reach out to the Rewind team via chat or email and mention '2x ecommerce'GorgiasThis episode is brought to you by Gorgias, the leading helpdesk for Shopify, Magento and BigCommerce merchants. Gorgias combines all your communication channels including email, SMS, social media, livechat, and phone, into one platform.This saves your team hours per day & makes managing customer orders a breeze. It also integrates seamlessly with your existing tech stack, so you can access customer information and even edit, return, refund or create an order, right from your helpdesk.Go to Gorgias.com and mention 2x ecommerce podcast for two months free.CloudwaysCloudways is the hosting platform of choice for thousands of ecommerce merchants, SMBs, and agencies all around the globe. They offer a high-performing custom stack, top-notch security, the choice between 5 cloud solution providers, ease of scalability, affordable pricing plans, and so much more.Cloudways also offers support for all PHP-based applications like Magento, WooCommerce, WordPress, Laravel, and others.Experience an unbeatable managed cloud hosting experience with Cloudways today. For a $20 Free Hosting Credit use the Coupon code: **BOOSTMAG**

In physical stores, it is easy to give a customer a wonderful shopping experience. The aesthetics, fragrance, and staff can give you a VIP service, and other tangible things could support that overall experience. But how do you do that in the eCommerce world where everything happens on the screen?In this episode, Will Laurenson, a Customer Experience Optimisation Specialist and Host of the Customers Who Click podcast talks about giving the best customer experience for your eCommerce platform. He provides valuable tips on how to strategically place customer reassurances in the purchasing process. Listen up and have a wonderful experience.KEY TAKEAWAYS FROM THIS EPISODETo know if the customer service is good, consider yourself a customer and ask yourself, “Would I like this kind of experience?”Bulleted reassurances placed in key places throughout the customer experience like in the add to cart or check out can deliver key information at the times that matter most.Either the customer convinces themselves, or the page convinces them that it is the right product to buy.Understand the customers. Have a conversation with them. Get the proper wording for them.TODAY'S GUESTWill Laurenson is a Customer Experience Optimisation Specialist and Host of the Customers Who Click podcast.Connect and learn more about Will and his podcast here: Website: https://www.customerswhoclick.comLinkedIn: https://www.linkedin.com/in/willlaurenson/We love our podcast community and listeners so much that we have decided to offer a free eCommerce Growth Plan for your brand! To learn more and how we can help, click here:https://mindfulmarketing.co/growthplan-applyIf you've been paying attention and your brand is ready to GROW, apply now to be the one new brand we take on this month!https://mindfulmarketing.co/apply

Will Laurenson is a customer value consultant, helping D2C businesses get more value from every customer. On this podcast, we talk about the malleability of the LTV formula, the tolerances of customers before leaving a website, why conversion rate sometimes doesn't matter, and so much more! To learn more, visit: http://honestecommerce.co Resources: Optimise & improve your customer values with customerswhoclick.com Connect with Will linkedin.com/in/willlaurenson Quiz, pop-ups, messenger, SMS for Shopify octaneai.com Analyzes your customers' behavior across multiple channels apps.shopify.com/reveal Scale your business with electriceye.io Level up your customer support gorgias.grsm.io/honest Get a free trial at klaviyo.com/honest Get a 14-day free trial at getmesa.com/honest Get 1 month of automated Shopify backups for free at rewind.io/honest

Customer rate optimisation is typically seen as the magic pill that can make any business profitable. But it doesn't create conversions that are beneficial to the business. How then do we turn our customers into repeat customers? Join Matt as he talks to Will Laurenson about customer value optimisation and whether it trumps conversion rate optimisation. You will get to hear them discuss how to create value driven post purchase experiences and retention strategies. Will Laurenson is a customer value optimisation consultant with 10 years experience optimising customer journeys to convert more traffic into customers and retain those customers for longer. He is also the host of the Customers Who Click podcast, interviewing guests from across the marketing spectrum to give actionable insights into growth.   Connect with Will Laurenson LinkedIn Links to other platforms where this podcast is available Apple Podcasts Stitcher Spotify  

Will Laurenson is a customer value optimization consultant with 9 years experience optimising customer journeys to convert more traffic into customers, and retain those customers for longer helping companies achieve more profitable growth. He is also the host of the Customers Who Click Podcast, interviewing guests from across the marketing spectrum to give actionable insights into growth.   Questions   Could you share a little bit about your journey? How it is that you got to where you are today? How did you end up into customer value optimization? Could you share with our listeners why you think brands need to focus on customer value optimization, not just necessarily from a subscription perspective, but just generally speaking, if you're a retail business, or if you're a service oriented versus product oriented, why is value optimization so important in delivering that great brand experience? Could you give our listeners maybe two or three tips that you think their companies could utilize to get better customer retention? What's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even a book you read recently, but it really has just impacted you greatly. Could you also share with us if there is one thing that's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or your people. Where can listeners find you online if they wanted to connect with you further? Do you have a quote are saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track or get you refocused?   Highlights   Will’s Journey   Will shared that he actually started in a few start-ups. He started in one start-up, but his early career was start-ups, so he did a bit of everything, generally marketing but kind of covering a wide range of channels responsible for pretty much everything.   But what he found was, very often companies would kind of hand the marketing team a bunch of cash and say, “Go and acquire customers.” that was basically the job. And it doesn't work like that especially in the start-ups where the product is still a work in progress. So what he started to do was work more closely with product teams and development teams to actually take into account customer feedback and build out a better experience.   You're not going to convert people into customers or retain those customers for very long if your experience is rubbish. He has got quite a bit of experience in the subscription space, that tends to be where he works. And obviously, if it's a magazine, it's a bit different but if you're talking about a digital product, and actually one that he worked for was kind of like Netflix for magazines. If the app experience is not very good, you're not going to keep people, they're not going to pay that monthly fee for something that they're not finding particularly convenient. If they can't find the content they want to read, if it's not recommending them content, you're just not going to be able to keep people.   So, that's where he kind of went down this path of customer comes from value optimization. And it kind of stuck with him for the years, it's always something he was working on regardless of what his role was, and once or twice, he did specialize a little bit more in the marketing area in house, but it was always a focus on value. Like he said, if you can't retain those customers, you're not going to make much money off them.   And likewise, if you focus too much on the conversion side, you could raise the conversion rates really high, but you just damaged value, if you incentivize too much, give people loads of discounts and offers, you're obviously not making much money there. But you're convincing people to buy for the wrong reason. So, that's why his focus is customer value optimization. And I went solo basically, November 2019 to just work with direct to consumer businesses on this.    Brands Focusing on Customer Value Optimization   Me: Could you share with our listeners why you think brands need to focus on customer value optimization, not just necessarily from a subscription perspective, but just generally speaking, if you're a retail business, or if you're a service oriented versus product oriented, why is value optimization so important in delivering that great brand experience?   Will shared that at the end of the day, every business wants to make loads of money and wants to be profitable. If you can only really do that, if you are optimizing the value of those customers and building up their value over time, as opposed to just acquiring new customers every day, every week, every month, you're going to have those acquisition costs associated with it. A lot of the time businesses do give discounts to first time customers, so that drops the value of that customer. So if you focus purely on acquisition, you're just not very profitable with every customer. So you're going to have to spend more money and acquire more customers. Whereas, if you focus on retention and building up that value over time.   If Facebook or Google does something that affects your business, or as prices get more and more expensive to acquire customers, you're not going to be hurt by that so much because you're also focusing on the customers you've got and getting more and more value out of them. Plus, you tend to get better levels of loyalty. And kind of ambassadorship. If people really like your business and are happy to spend lots of money with it, they will probably also be happy to tell other people about it.   So you're not only getting that direct value from each individual customer, you're also getting them telling other people to come to you, which means you're getting a potentially better customer anyway, because it's someone who's been referred. So he generally sees it as a bit of an increase in value there. But also, you're not paying the acquisition cost for that customer as well.   Tips to Utilize to Get Better Customer Retention   Me: And I guess ideally, all companies aim to have a high customer retention. So maybe could you give our listeners maybe two or three tips that you think their companies could utilize to get better customer retention?   Will stated that the overall big tip, he would say is, give your customers value. So that's a term that's thrown around by marketers a lot, and it can be a bit meaningless.   But what he means is, always explain to them the value of that product or service to them, make sure you're not describing just the features and saying, “Yes, if you're looking for a bookshelf, this is a bookshelf, this is what it's made of, this is how many shelves it's got.”   You want to explain why that's going to be beneficial to someone and get them to really feel like this is actually the right product for them, it doesn't just meet those basic functional requirements, but it's actually going to kind of make them smile every time they see it or they're going to feel like their life's going to be better because they have that product.   And then that kind of that idea of giving value should be everywhere, really in the business. So whenever you send out email marketing, for example, you don't have to just sell, you don't have to be sending an email every week to customers, just saying, “Here are some new products.” You can give information, you can give tips, you can give advice.   He has got one client at the moment, and they're doing a series of emails which actually has no end points in mind. But basically, each email is just a research piece, it gets put into the form of maybe an infographic or some bullet points or something and it is just purely to explain what people need to be doing to feel better. It's kind of to do with how to sleep better, how to reduce pain.   So, it's just loads of tips and they get sales from those emails. So even though the email doesn't push products much, they're kind of there at the bottom, but the main focus on the of the email is that value and giving people information. And then people are happy with that, they see the value of it and then they go and buy the products.   So, kind of with that in mind, email marketing in mind, one thing that's so important is just is marketing automation. No matter what size the business is, marketing automation is just incredibly valuable, if you're a small business, you can get them set up and they will just drive revenue for you on autopilot and you don't have to be going in and manually building emails each week or every fortnight. So, it can really help with kind of resource issues as well, if you have a small team, you don't want to be wasting time doing that, when you could just set up a few email sequences and have that drive revenue for you forever, while you focus on other areas.   And if you combine that with that value piece, instead of just selling, they will just work really well for you. You can do abandoned cart emails, welcome series, post purchase, loads of different types of emails you can do.   And you can provide value at all of them. What most people tend to do with an abandoned cart is send you an email saying, “Here is the item you had in your cart, do you want to buy it?” Just a reminder, that's it.   But now, while some people will have abandoned the cart, because they got distracted or something came up and they had to deal with it, so they might come back. You've also got a huge number of people who are not fully convinced that that product is what they want to buy and that your business is the one they want to buy it from.   So, that abandoned cart email is a great way of dealing with those concerns depending on what your product is. If you're selling electrics like a washing machine or something, you could send out the manual or something or the manual for that product, something like that. So people can check all the details, all the specifications and be absolutely sure it's the right washing machine or dishwasher for them.   You can do some really simple things that don't really cost you anything to do, but could make that customer's life a lot easier, therefore more likely to convert. So, it's giving people value kind of all the time, email marketing, email automation, really, really important. And the final thing is make really, really good use of your customer service team.   So many businesses just see it as like a cost centre, it's a team that has to be there because people will contact the business so we need to pay some people to sit at a desk and just answer these emails all day.   But actually, there's so much that you can get from the customer service team, they can turn unhappy customers into happy ones, they can answer people's questions, and cause those people to actually then buy the product.   And even better, if you collect all that information and pass it on to the relevant teams, you can then make the website better, the emails better, your social media better, whatever, so that those questions actually disappear, they're no longer people coming into customer service for it, because you've actually fixed the problem and people no longer need to ask those questions.   So, he thinks there's so much value you can get out customer service and it's so easy, pretty much all you got to do is set some categories up, some tags in your customer service tool and tag each email that comes in.   And then on a monthly or quarterly basis, depending on how big the business is, just review the queries that have come in. You'll pick an area once a month maybe and just pick one of the categories and just dig into what people have actually been asking, what's been going on, and then see where you can go fix that problem so that no one faces it.   App, Website or Tool that Will Absolutely Can’t Live Without in His Business   When asked about an online resource that he cannot live without in his business, Will shared that he has quite a few. He’s got some like accounting things that are really useful. Dext is really handy, he just forward all his receipts onto it, takes care of all that.   And he thinks a really cool one is Otter.ai. So, Otter like the animal and ai. It's an AI transcription tool. So he actually uses it for his podcast, after the recording he loads the podcast episode into Otter.ai, it transcribes the podcast for him and then he can really easily pick out some quotes, pick out key points for the summary for social media posts and things like that.   He initially tried to use it to do an actual transcription of the podcast but he found that he had to do about an hour editing every single episode to tidy it up because it's not perfect, because AI is not there yet, so, he stopped doing that.   But he uses it to help him write the summary and things. It probably cuts a good 30 to 45 minutes out of the process each week. He guesses it doesn't sound much but he really likes it, he just finds it so useful.   Me: And of course, if you're cutting 30 to 45 minutes off of any activity, when you add that up, it makes a big difference.   Books That Have Had the Greatest Impact on Will   When asked about books that have had the biggest impact, Will shared that Purple Cow: Transform Your Business by Being Remarkable by Seth Godin is really, really good. It's all about standing out but being different. Having something to actually say that is unique and makes people pay attention to your business and not just view you as another website.   He thinks honestly, a lot of fashion sites are really bad at that. You've got the top tier brands which are fantastic. By top tier, he doesn't mean the publicly listed completely, the massive ones. You've got those the handful of companies that do it really, really well and stand out. But the majority of them even look almost identical on the website, there's nothing that makes them stand out. Major clothing is a little bit different, but most of them are pretty basic. So Purple Cow he would definitely recommend reading.   And the one that he read fairly recently was last year actually, The Adweek Copywriting Handbook: The Ultimate Guide to Writing Powerful Advertising and Marketing Copy from One of America’s Top Copywriters by Joseph Sugarman, which is just absolutely fantastic.   When you look at it and you kind of read the name, you think it's going to be like a textbook or something or a workbook, it's not, it's kind of more written like a first person, almost like a story really. It's a bit like a course but not sure how to describe it, it's really, really good.   It's partly about copywriting but it's something you can take into so many other kind of aspects and areas of the business. It's all around, for example, the first sentence should make the reader wants to read the second sentence, that's the job of it, is to make you read the next bit and on and on and on, things like that.   And then there's quite a bit about kind of consumer behaviour and psychology which is really, really interesting. So, he really enjoyed that, that's just sits on his coffee table actually, quite well broken out in chapters. So it's pretty easy to just open up, read a quick tip, it takes two to three minutes, read a few tips, and then put it down. It's obviously not like a novel, where you probably want to keep up with it, quite a lot in order to make sure you don't forget the story.   What Will is Really Excited About Now!   Will shared that the one big thing that he’s super excited about at the moment is he’s actually selling his flat and buying a new place. He stated that that's not quite work related but that's all going on which is really cool. So, he’s getting a house, just kind of outside London in the UK.   But otherwise, he’s quite excited about the new direction that he’s taking his business in. He is leaking down into that subscription space, so everything he does will be more focused around subscription businesses because he likes working with them, he likes the business model, he likes the fact that you have to place that focus on retention as well and build up the lifetime value.   So, at the moment, he’s redoing his website a little bit, he’s creating some new content and new eBooks and things which will be available on the website. That's probably the big thing that's going on with the business right now. Just that slight repositioning, so that he has that purple cow moment really, he wants to stand out a bit more.   Where Can We Find Will Online   Email – www.customerswhoclick.com Twitter – @WillLaurenson LinkedIn – Will Laurenson   Quote or Saying that During Times of Adversity Will Uses   When asked if he has a quote or saying that he tends to revert to, Will shared that probably not to be honest, he’s not really that sort of person. One thing he finds himself saying a lot is, “We'll make it work.” Just applies to anything really.   It happens a lot when he’s cooking, he tends to forget ingredients or something and just say, “I will make it work.” Applies to the business as well, if he’s struggling with something, just got to find a way to make it work.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners    Links   Purple Cow: Transform Your Business by Being Remarkable by Seth Godin The Adweek Copywriting Handbook: The Ultimate Guide to Writing Powerful Advertising and Marketing Copy from One of America’s Top Copywriters by Joseph Sugarman   The ABC’s of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

On the show, today is Will Laurenson. Will is an expert in DTC e-commerce conversion optimization and the host of the Customers Who Click podcast.I wanted to bring Will on because he has some great insights on what he calls customer value optimization that takes into account conversion, experience, and lifetime value.You'll hear about how he started a sports betting company like Fanduel and DraftKings, actionable examples and tips to increase conversions, and the keys to driving up lifetime value.More on Will: Will on Twitter Customers Who Click Sponsored by SavvyCal — SavvyCal is a new scheduling tool that's a must-have for every podcaster. I use it to book guests on this podcast and it's made the entire process a breeze. I can set a limit for how many interviews I do every week, open up special availability for guests, and even create personalized links for guests to add a special touch. Create a free account at savvycal.com/eim and also get your first month of a paid account free by using the code EIM.

This is the 2nd part of our conversation about how to get more results from the traffic you're already getting with Will Laurenson, Founder and CEO of Customer Who Click. Yesterday, Will and I talked about why CRO needs to be a marketer's main focus, and today we're going to continue the conversation talking about whether you should be conversion rate optimizing for conversions or for value. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This is the 2nd part of our conversation about how to get more results from the traffic you're already getting with Will Laurenson, Founder and CEO of Customer Who Click. Yesterday, Will and I talked about why CRO needs to be a marketer’s main focus, and today we're going to continue the conversation talking about whether you should be conversion rate optimizing for conversions or for value. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // Twitter

Joining us is Will Laurenson, Founder and CEO of Customers Who Click, which is a consultancy that helps its clients optimize their customer journey to turn paid traffic into customers, increase their average order values and retain those customers for longer. Today, Will and I are going to discuss why CRO needs to be your main focus as a marketer. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Joining us is Will Laurenson, Founder and CEO of Customers Who Click, which is a consultancy that helps its clients optimize their customer journey to turn paid traffic into customers, increase their average order values and retain those customers for longer. Today, Will and I are going to discuss why CRO needs to be your main focus as a marketer. Show NotesConnect With: Will Laurenson: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // Twitter

Will Laurenson is a Customer Value Optimisation specialist, helping brands acquire more higher-value customers. CRO or Conversion Rate Optimization is the new trend in eCommerce and with good season. It's making people more money every day. We also talk about why a focus on customer value is important. Will Will give you the will to use CRO? Customers Who Click https://www.customerswhoclick.com CWC Podcast https://www.customerswhoclick.com/customers-who-click-podcast/ Digital Marketing Masters Podcast https://hookseo.com/podcast

CLV, or Customer Lifetime Value, is a metric many businesses don't understand how to use properly. But it's an essential KPI!  Join me and my guest, Will Laurenson, an international thought leader on CLV, customer experience, retention, and conversion optimization.  We discuss these key metrics, and how to optimize them for revenue growth.  Wll has his own podcast, found on his website, CustomersWhoClick.  Take a listen, especially if you're eCommerce or SaaS.

We chat with Will Laurenson about Conversion Rate Optimisation. This can mean a lot of different things, but ultimately it always comes back to this: improving your lead generation performance and results. We chat through ways you can aim to improve your CRO and also the added benefits beyond simply capturing leads.

In this episode, Brenton is joined by Will Laurenson, a fellow CX champion. Will is the founder of Monkey Blocks.  Will is also the host of the Customers Who Click podcast & a customer conversion specialist. In this episode, the two explore the uses of customer insights, as well as some of the pitfalls many companies are experiencing with this data.  What is the difference between customer data and customer insights? Is all customer insight made equal? Join us as we explore. --- Contact Will - https://www.monkeyblocks.com/ (https://www.monkeyblocks.com/) https://uk.linkedin.com/in/willlaurenson (https://uk.linkedin.com/in/willlaurenson) --- Contact our host - https://www.linkedin.com/in/brentonmwebber/ (https://www.linkedin.com/in/brentonmwebber/) https://www.halftimeorange.co.nz/ (https://www.halftimeorange.co.nz)