Future Commerce Podcast: eCommerce, DTC and Retail Strategy

This week, Lee Greene from Future Commerce Podcast, Stairway to CEO takes over as she interviews Sunny Chadha, Co-Founder and CEO of Venus ET Fleur, as he shares his personal journey to becoming a CEO. If you like what you hear, subscribe to Stairway to CEO anywhere podcasts are found.

It’s tougher than ever to attract an online shopper. It feels like everywhere you turn, you have to spend money to acquire a customer, and then spend MORE money to earn their loyalty. How do the big brands do it? How can a startup compete? Find out in our next season of Step by Step, coming next week.

We’re joined by Conner Sherline, CEO of co-op commerce, to talk about consumer acquisition, brand partnerships, cross-promotion, and how co-op is making it all happen.

What if retailers didn't have to spend precious time and massive amounts of money in research to break into a new audience? Surge is a real-time market research platform that helps brands quickly identify and target new audiences on search and social platforms. Ferris Jumah, Founder and CEO of Surge.ai joins the show to talk about Surge and its role in Future Commerce's newest report, The New DIY.

Customer support and burnout often co-exist in an organization. How do you prevent burnout and have sustainable CX, while running one of the most prestigious brands in the world? Jeffrey Newman, Manager of Customer Care at Porsche shares how he keeps it all in balance. Listen now!

Customer Experience is about anticipating needs. For Native shoes, leading with their values helps them to do just that. Their brand promise - to live lightly - is woven into every interaction they have with a customer. To do this, they're using blended teams to help blur the lines between online interactions and offline interactions, creating a seamless, even channel-less, view of interacting with the customer. Listen now!

How do you scale truly personal customer experiences? One-to-one CX takes time, talent, and experience. But when you train your customers to be your frontline CX team, that's where the magic happens. In this episode of Step by Step, CEO and Founder of women's swimwear brand, Andie, unpacks how they use technology to scale their brand promise while making every interaction personal.

"Selling is Good Service" says Kate Showalter. She should know - Kate is the Senior Director for Customer Service at Crate and Barrel, overseeing global CX for the storied retailer. Since COVID under Kate's direction, Crate and Barrel has nimbly transitioned their once store-bound frontline sales operation to a fully-digital-capable organization. In this episode we'll learn how she did it, and how you can too, Step by Step.

Welcome to Step by Step Season 3 by Future Commerce, presented by Gladly. This season of Step by Step is all about customer experience. Consumers have reimagined the customer experience, and they expect far more from a service interaction than issue resolution. The service experience is now as important, if not more important, than the product experience. As customer expectations are evolving faster than ever, customers are rapidly moving toward brands that are engaging the way they want to engage, and away from brands that are not. Companies that can keep up with these ever-changing consumer expectations will be the ones driving long term revenue and winning over customers for life.

Prime Day hit different this year - according to Salesforce’s Michelle Grant sales were up 71% at retailers “not named Amazon” this year. Yep you read that right. In this episode we dive deep into “Shipageddon”, COVID-influenced store reformats, Holiday 2020, and Becoming Retail - Michelle’s new project with Rob Garf. Listen now.

Seeing a product travel from the computer screen to doorstep can seem like a magic trick. But, nope. It's not magic, it's logistics. Jason Murray joins the show to debunk the illusion and describes how Shipium is bridging the gap between eCommerce and Operations.

There's a Nerd For That - Farfetch, Instacart, and Connecting Shoppable Experiences

Today we acquire skills online, and those skills shape our purchasing habits. Our newest report dives deep into the Passion Economy, and the era of "do it yourself". We explore what this means for brands, and what retail stands to gain. Get the report today: https://futurecommerce.fm/thenewdiy

Damian Soong, co-founder and CEO of Form Nutrition joins us to talk about Form and building a B-Corp brand that serves a wide audience.

Three years ago, Sucharita Kodali called it in episode 41. Marketplaces are on the rise. 10% of Americans are subscribed Walmart+. We talk marketplaces, the K shaped recovery, and more.