customer experience Archives

Personalized Checkout with Peter Karpas of Bold Commerce

August 7, 2024August 6, 2024 Brent W. Peterson

Explore the insights from a captivating episode of the Talk Commerce podcast, featuring Peter Karpas, the CEO of Bold Commerce. The conversation centers around the often-overlooked yet critical aspect of e-commerce: the checkout experience. Karpas, with his extensive background in payments and e-commerce, sheds light on the limitations of traditional checkout processes and unveils the potential of personalized checkout flows to revolutionize online businesses.

Key Takeaways

Checkout is more than just conversion: While conversion rates are important, merchants often overlook the crucial role checkout plays in driving average order value (AOV) and lifetime value (LTV).
Personalization is paramount: Just as every other aspect of an e-commerce site is personalized, the checkout experience should be tailored to individual customer needs and behaviors.
Rigid and brittle checkout flows are hindering growth: Many platforms offer limited customization options for checkout, leading to a fear of experimentation and missed opportunities for optimization.
Composable commerce offers a solution: Bold Commerce offers a composable checkout solution that allows merchants to break free from rigid platform limitations and create truly personalized experiences.
A/B testing in checkout is crucial: Merchants need to embrace A/B testing in their checkout process to uncover hidden opportunities for increasing AOV and LTV.
The checkout experience impacts the entire customer journey: A seamless and personalized checkout experience can foster customer loyalty and drive repeat business.

About the Guest: Peter Karpas

Peter Karpas is the CEO of Bold Commerce, a company that provides innovative checkout solutions for e-commerce businesses. His wealth of experience in the payments industry, having previously held leadership roles at PayPal and First Data, provides him with a unique perspective on the evolution of online transactions. Karpas is a passionate advocate for leveraging technology to create frictionless and personalized customer experiences. He is a frequent speaker at industry events, sharing his insights on the future of e-commerce and the transformative power of composable commerce.

Detailed Episode Summary

The podcast episode kicks off with a lighthearted exchange about sports, showcasing Karpas’s approachable demeanor and genuine enthusiasm. The conversation quickly transitions to the heart of the matter: the challenges and opportunities within the e-commerce checkout landscape.

Karpas highlights the limitations of traditional checkout processes, emphasizing their rigidity and lack of personalization. He argues that merchants are often afraid to make changes to their checkout flows due to concerns about potential disruptions and negative impacts on conversion rates. However, he contends that this fear of experimentation is preventing businesses from unlocking the full potential of their checkout experience.

To illustrate his point, Karpas shares a compelling anecdote about a brand that experienced an unexpected increase in revenue after temporarily disabling Apple Pay due to a technical issue. This counterintuitive outcome stemmed from a subsequent rise in average order value, demonstrating the interconnectedness of conversion, AOV, and LTV.

The discussion then delves into the concept of personalized checkout flows, with Karpas explaining how tailoring the checkout experience to individual customers based on factors such as cart value, purchase history, and location can significantly impact key metrics. He advocates for a more dynamic approach, where merchants can create multiple checkout flows optimized for different customer segments.

Karpas introduces Bold Commerce as a solution to these challenges, positioning the company as a leading provider of composable checkout solutions. He explains how Bold’s platform empowers merchants to break free from the constraints of rigid platform checkouts and embrace a more modular and customizable approach. This allows businesses to integrate seamlessly with various third-party services and create truly personalized checkout experiences.

The conversation touches upon the importance of A/B testing in checkout, with Karpas stressing the need for data-driven decision-making to optimize the customer journey. He emphasizes the benefits of experimenting with different elements within the checkout flow, such as the placement of upsell offers, shipping options, and payment methods, to identify the most effective strategies for maximizing AOV and LTV.

Finally, Karpas shares his predictions for the future of e-commerce, highlighting the growing momentum of composable commerce and the transformative potential of AI-powered tools. He concludes by encouraging merchants to embrace innovation and challenge the status quo to create exceptional checkout experiences that drive business growth.

Personal Commentary and Analysis

This podcast episode provides a valuable perspective on the evolving landscape of e-commerce checkout. Karpas’s insights challenge conventional wisdom and encourage merchants to rethink their approach to this critical aspect of the customer journey. The emphasis on personalization and A/B testing resonates strongly with the broader trend towards data-driven decision-making in e-commerce.

The concept of composable commerce, as embodied by Bold Commerce’s solutions, offers a compelling alternative to the limitations of traditional platform checkouts. This modular approach empowers businesses to create highly customized experiences that align with their specific needs and objectives.

As the e-commerce landscape continues to evolve, the ability to personalize the checkout experience will become increasingly crucial for businesses seeking to differentiate themselves and foster customer loyalty. This episode serves as a timely reminder that the checkout process is not merely a transactional endpoint but rather an integral part of the overall customer journey that deserves careful consideration and optimization.

Memorable Quotes

“The checkout power trio is conversion, average order value, and lifetime value. And those are three interconnected dials. And when you turn one, it impacts the other two.” This quote underscores the holistic nature of the checkout experience and the need to consider all three metrics in optimization efforts.
“Everybody has been in some ways brainwashed into thinking that checkout is all about conversion. When it’s not.” This provocative statement challenges the prevailing focus on conversion rates and encourages a broader perspective on the role of checkout.
“Don’t have learned helplessness. You need to know that it is possible. It is doable. It is doable in weeks and months, not quarters and years.” This empowering message reminds merchants that they can take control of their checkout experience and implement meaningful changes without significant disruption.

Engaging the Audience

If you’re interested in learning more about the power of personalized checkout and how Bold Commerce can help your business thrive, we encourage you to listen to the full podcast episode. You can find the Talk Commerce podcast on all major podcast platforms. Subscribe to stay up-to-date on the latest trends and insights in e-commerce!

Final Thoughts

This insightful podcast episode with Peter Karpas underscores the importance of a strategic and personalized approach to the checkout experience. By embracing innovation and challenging conventional wisdom, merchants can unlock significant opportunities to enhance customer satisfaction, drive sales, and ultimately boldly reshape the future of e-commerce.

e-commerce, checkout, personalization, Bold Commerce, Peter Karpas, composable commerce, A/B testing, average order value, lifetime value, customer experience

eTail Boston 2024: Revolutionizing Retail with AI, Future Tech, and “Storyselling”

July 29, 2024 Brent W. Peterson

eTail Boston 2024, set for August 12-15, promises to revolutionize retail with a focus on AI, future tech, and “storyselling.” Featuring 100+ industry leaders and innovative pop-up experiences, this conference is a must-attend for eCommerce professionals.

Can Agencies and Tech Vendors Collaborate for Greater Success? With Simon Jones

August 23, 2024July 23, 2024 Brent W. Peterson

In a recent episode of Talk Commerce, I had the pleasure of sitting down with Simon Jones, founder of CodeXtensions—a platform designed to bridge the gap between tech vendors and ecommerce agencies. Simon shared compelling insights into how agencies can leverage tech partnerships to enhance their service offerings and stay ahead of the competition. Whether you’re running a small agency or managing a large one, there are invaluable lessons here that could help your business thrive.

The Power of Collaboration in Tech Partnership Programs

One of the standout topics we discussed during the episode was the importance of collaboration between tech vendors and agencies. Simon emphasized that many agencies are proactive in seeking out new technologies to suggest to their clients, a strategy that can help them deliver better results and generate more work.

“When agencies discover and recommend new technologies to their clients, everybody wins—the merchant gets new functionality, the agency builds stronger client relationships, and the vendor gains a new advocate,” said Simon.

As agencies, this proactive approach not only helps in securing ongoing projects but also in keeping agency portfolios dynamic and relevant in a rapidly evolving market. Building these relationships can be crucial in differentiating your agency from competitors, especially in a crowded marketplace like Shopify.

Leveraging LinkedIn and Slack for Building Communities

Simon also highlighted the tools he uses to foster these collaborations, particularly LinkedIn and Slack. These platforms allow him to connect with a variety of stakeholders—from agency founders to solutions experts, and even tech vendors—creating opportunities for meaningful partnerships.

While Slack is often used for more direct communications with existing partners, Simon swears by LinkedIn for broader outreach and community building:

“LinkedIn is far more powerful when it comes to posting and engaging with a wider audience. Whether you’re sharing a case study, tagging partners, or announcing a new collaboration, the reach is unmatched,” he explained.

I couldn’t agree more with Simon’s approach. With so many communication channels available, it’s crucial to focus on those that offer the most value and engagement, especially when trying to build a community around your business.

Case Studies and Reviews: The Backbone of Trust

Another important area we touched on was the role of case studies and reviews in building trust between agencies and tech vendors. CodeXtensions offers a unique platform where agencies, not just merchants, can leave reviews for tech vendors—something that sets it apart from the Shopify App Store.

“We provide a space where agencies can share their experiences working with various tech vendors. This peer-to-peer feedback helps other agencies make informed decisions and also aids vendors in building credibility,” Simon pointed out.

From my perspective, reviews and case studies are the backbone of trust in any partnership. Agencies that demonstrate success with specific vendors can use those case studies not just to attract new clients but also to establish themselves as thought leaders.

Expanding Beyond Shopify

Though Simon’s focus has been largely on Shopify to date, he has ambitions to expand into other platforms in the future, including mobile development. This potential for growth is something that can benefit agencies working across different ecommerce environments.

“I’m not limiting CodeXtensions to Shopify. While my current focus is on ecommerce, the platform can adapt to other digital spaces, making it a versatile tool for a range of development needs,” said Simon.

This is definitely a space worth watching as Simon continues to grow CodeXtensions into a multi-platform resource.

Final Thoughts

Talking with Simon reminded me just how vital tech partnerships are in the ecommerce landscape. Whether you’re an agency looking to expand your service offerings or a vendor aiming to reach more partners, the insights shared in our conversation offer a roadmap for success.

So, if you’re interested in learning more about how to strengthen your agency through strategic tech partnerships, I highly encourage you to reach out to Simon Jones on LinkedIn or explore what CodeXtensions has to offer. It’s a conversation that can lead to real, impactful change in your business.

And, as always, don’t forget to tune into the full episode for even more insights!

Feel free to drop any thoughts or questions you might have in the comments below, or connect with me directly—let’s keep the conversation going!

For more episodes about tech partnerships and collaboration

Talk Commerce - Peter Van der Westhuizen

Enhancing Ecommerce Operations with Peter Van der Westhuizen from Linnworks

June 25, 2024 Brent W. Peterson

Welcome back to another exciting episode of Talk Commerce! In today’s discussion, we have Peter Van der Westhuizen from Linnworks joining us. Peter is a key member of the partnerships team at Linnworks, and he shares invaluable insights on navigating the complexities of ecommerce operations. From streamlining multi-channel inventory management to leveraging the latest technologies for an enhanced customer experience, Peter covers it all. Let’s dive into the key takeaways from our conversation!

Revolutionizing Ecommerce Operations

Understanding the Role of Technology in Customer Experience

In the ever-evolving ecommerce landscape, having a robust technology stack is essential for offering a seamless customer experience. As Peter noted, brands face the challenge of engaging customers across multiple platforms including social media, marketplaces, and their own websites. Linnworks steps in to unify these channels, ensuring brands can manage order and inventory efficiently while delivering an exceptional shopping journey.

“Your technology stack is the backbone of your customer experience,” Peter emphasized. “It’s about creating a seamless shopping journey from acquisition to post-purchase interactions.”

Tackling Multi-Channel Inventory Management

Managing inventory across various platforms can be a daunting task but is crucial to prevent overselling and stock shortages. Linnworks offers centralized inventory management solutions that help brands maintain accurate stock levels and keep product listings updated across all sales channels.

Peter shared, “Having all your inventory in one place allows for better management and prevents overselling scenarios. Automation has been key to our customers’ success.”

Embracing Emerging Marketplaces

Staying ahead in ecommerce means embracing new marketplaces like TikTok Shop and Shein. Peter highlighted Linnworks’ role in integrating with upcoming platforms, enabling merchants to diversify their sales channels and reach a broader audience.

“We continuously integrate with emerging marketplaces to help our customers be where their consumers are,” Peter said. “This gives them a competitive advantage in a fast-moving market.”

Preparing for Peak Seasons

As we approach the holiday season, it’s essential to have a solid operations strategy. Peter stressed the importance of being ready for peak periods by optimizing order management and ensuring timely fulfillment. Linnworks provides the necessary tools and insights to help merchants handle increased demand efficiently.

“Getting set up for peak is crucial. Ensuring you have the right strategies and technologies in place allows you to meet consumer expectations during high-demand periods,” Peter advised.

The Impact of AI and Machine Learning

While the primary focus of Linnworks might not directly involve AI, Peter shared his personal thoughts on how AI and machine learning could revolutionize logistical efficiency. Predictive analytics can help optimize inventory routing and drive cost savings by anticipating patterns and adjusting strategies in real-time.

“AI will continue to enhance operational efficiencies, allowing us to get closer to the gold standard set by Amazon,” Peter noted.

The Checkout

In this insightful episode, Peter Van der Westhuizen provides a comprehensive look at how Linnworks helps brands tackle the complexities of ecommerce operations. From integrating with new marketplaces to preparing for peak seasons, Linnworks is a vital partner for any merchant looking to scale and optimize their operations efficiently.

If you’re a retailer facing operational challenges, reach out to Linnworks through their website for more information on how they can help you succeed. And as always, stay tuned to Talk Commerce for more expert insights and discussions!

Talk Commerce - Casey Drake Endear SalesChat

Revolutionizing Retail: Endear’s Casey Drake on the Power of SalesChat and Clienteling

April 30, 2024April 30, 2024 Brent W. Peterson

In this special partner episode of Talk Commerce, we’re thrilled to have Casey Drake, the VP of Sales at Endear, join us for an insightful discussion on the future of retail CRM and clienteling. Sponsored by Content Basis and Endear, this episode contains valuable tips and strategies to help you supercharge your online sales and build stronger customer relationships.

The Game-Changing Power of SalesChat

One of the key topics Casey dives into is Endear’s revolutionary SalesChat feature, which transforms how brands connect with customers online. As Casey explains:

“SalesChat is a live chat widget on your website. It’s Endear’s what we’re calling our live chat feature is SalesChat. And we put that word sales on it for a reason because it’s meant to be and separate itself from a traditional support chat widget that people might be used to putting on their website.”

By empowering store associates to engage with customers through SalesChat, brands can create personalized shopping experiences that drive conversions and foster long-term loyalty.

Bridging the Gap Between In-Store and Online Sales

Another crucial point Casey raises is the importance of breaking down the walls between retail teams and e-commerce teams. Too often, these teams view each other as competitors rather than allies. However, as Casey points out:

“I think the only way you get that wall broken down is with like, we need to have a conversation about attribution and how store associates can get attribution for online sales. It doesn’t need to be every online sale, but give them a way to do that.”

By providing store associates with the tools and incentives to contribute to online sales, brands can create a more cohesive and effective retail strategy.

Talk Commerce - Casey Drake — Talk Commerce – Casey Drake

The Importance of Hiring and Empowering the Right People

Throughout the episode, Casey emphasizes people’s critical role in the success of any retail strategy. As he wisely states:

“I think so many brands need to like really take their hiring process seriously and then treat the good ones that they do get, treat them well and put them in the positions to succeed. Cause that like none of this works if you don’t have good people.”

Brands that want to deliver exceptional in-store and online customer experiences must invest in talented, trustworthy store associates.

Embracing the Future of Retail

As the retail landscape continues to evolve, brands must adapt and innovate to stay ahead of the curve. By leveraging cutting-edge tools like Endear’s SalesChat and prioritizing clienteling, brands can unlock new opportunities for growth and success.

So, if you’re ready to take your retail strategy to the next level, be sure to tune in to this value-packed episode of Talk Commerce featuring Casey Drake. Trust me, you won’t want to miss the incredible insights and actionable tips shared throughout this conversation.

The Future of Omnichannel Commerce: Insights from Fabric CEO Mike Micucci

March 29, 2024March 19, 2024 Brent W. Peterson

I recently had the pleasure of hosting Mike Micucci, CEO of Fabric Commerce, on the Talk Commerce podcast. With his deep experience in ecommerce, including leadership roles at Salesforce Commerce Cloud, Mike shared fascinating insights into how composable commerce and AI are revolutionizing the omnichannel retail experience. In this post, I’ll highlight some of the key takeaways from our conversation.

The Power of Composable Commerce

Mike explained that composable commerce provides retailers the flexibility to build the experiences they want while still benefiting from a unified backend platform. Fabric’s composable platform allows retailers to seamlessly manage the full commerce lifecycle, from merchandising to order fulfillment.

As Mike put it, “Commerce doesn’t stop at checkout. It’s just getting started.” I couldn’t agree more. Composable commerce empowers brands to craft unique customer journeys that extend beyond the buy button.

Accelerating Omnichannel with Fabric

For retailers looking to enhance their omnichannel capabilities, Mike outlined two key approaches with Fabric’s platform:

Incrementally add discrete services like real-time inventory or advanced promotions to their existing tech stack
Implement a comprehensive omnichannel solution by leveraging Fabric’s pre-built “primitives” – mini-apps that accelerate time-to-market and reduce complexity

Having seen many retailers struggle with siloed systems and inconsistent experiences, I’m excited by Fabric’s vision for a unified omnichannel platform. It’s a game-changer.

The Transformative Power of AI

Mike and I also discussed the transformative potential of AI in commerce. While many retailers have adopted basic machine learning for product recommendations, Mike envisions AI driving significant operational improvements.

By harnessing data across merchandising, fulfillment, and returns, AI can enable dynamic pricing, intelligent inventory allocation, and proactive decision-making. As Mike noted, this was previously only possible for retail giants like Amazon. But with platforms like Fabric democratizing access to advanced AI, every retailer can now unlock this potential.

The implications are vast – I believe we’ll see AI fundamentally reshaping how brands operate and engage customers in the coming years.

Unifying Digital and Physical Retail

Finally, Mike emphasized the importance of blending digital and physical experiences into one cohesive customer journey. Fabric’s platform empowers retailers to offer seamless omnichannel scenarios – browse online, purchase in-store; buy on mobile, pick up curbside; endless aisles in fitting rooms – all on a single platform.

This unified approach powered by robust APIs is key to meeting modern customer expectations. I’m thrilled to see composable commerce and platforms like Fabric making this level of integration achievable for retailers of all sizes.

Boosting Performance and Flexibility with Fabric’s Ethos

One aspect of Fabric’s approach that stood out to me was their ethos of “boost what’s there, make it better and faster.” Mike explained how this allows retailers to incrementally adopt Fabric’s services to enhance their existing infrastructure, rather than ripping and replacing everything at once.

This modular approach, enabled by composable architecture, gives brands the agility to tackle their most pressing needs first, then layer in additional capabilities over time. From my experience, this agile mindset is essential for success in today’s fast-moving retail environment.

The Symbiosis of Composable Commerce and Omnichannel

Throughout our discussion, it became clear that composable commerce and omnichannel retail are intricately linked. The modularity and flexibility of composable architectures perfectly align with the demands of omnichannel selling.

As customer journeys increasingly criss-cross between digital and physical touchpoints, retailers need the ability to rapidly compose and recompose experiences. Fabric’s platform, with its comprehensive suite of APIs and pre-built components, makes this level of agility possible.

Empowering Store Associates with Clienteling

One exciting use case Mike highlighted was clienteling – equipping store associates with tools to deliver personalized, high-touch service. Historically, clienteling has been challenging due to disconnected systems and data silos.

But with a unified platform like Fabric, associates can now access customer profiles, past purchase history, product information, and inventory data in real-time. This empowers them to deliver the kind of consultative, omnichannel experiences that drive loyalty and revenue.

As brick-and-mortar retail rebounds post-pandemic, I believe clienteling will be a key differentiator. Composable commerce makes it achievable at scale.

As I reflect on my conversation with Mike, I’m struck by the vast potential of composable commerce to reshape retail. By breaking down monolithic systems into modular, API-driven components, retailers can finally achieve the speed and flexibility needed to thrive in the omnichannel era.

Moreover, the convergence of composable architectures and AI opens up exciting new possibilities. From dynamic pricing to predictive merchandising, retailers can now harness data and intelligence in previously unimaginable ways.

Of course, technology is just one piece of the puzzle. Retailers must also foster a culture of agility, experimentation, and customer-centricity. But with platforms like Fabric providing the technological foundation, I believe we’ll see a new generation of retailers redefining what’s possible in omnichannel commerce.

If you’re as passionate about the future of retail as I am, I invite you to listen to my full Talk Commerce podcast episode with Mike Micucci. And if you’ll be at Shoptalk, swing by the Fabric booth to see their technology in action.

The retail renaissance is here – and it’s composable. Let’s embrace this exciting new era together.

Elevating the Customer Journey: parcelLab Welcomes Noel Hamill as Global Chief Marketing Officer

March 22, 2024March 19, 2024 Brent W. Peterson

parcelLab, the premier retail, e-commerce, and post-purchase customer experience platform, has announced the appointment of Noel Hamill as its new Global Chief Marketing Officer. Hamill’s extensive expertise will be instrumental in shaping parcelLab’s global go-to-market strategy and vision, helping to transform the customer journey and fuel the company’s next stage of business growth.

From Amazon to Everywhere: Navigating the Multichannel Landscape with Jamin Arvig

January 29, 2024October 3, 2023 Brent W. Peterson

In a recent podcast episode, I welcomed Jamin Arvig, the co-founder of aiC Brands, a company that owns, operates, builds, and buys e-commerce brands. Jamin is also a co-founder of AIcommerce, a service company that provides multichannel marketing and growth benefits to brands. He is also involved in the Junior Presidents organization, which aims to teach kids about entrepreneurship and starting businesses.

The Importance of Multichannel Strategies for E-commerce Brands

Our conversation quickly shifted to the importance of multichannel strategies for e-commerce brands. Jamin explained that diversification is crucial for business stability and higher valuations. With the increasing competition and costs on platforms like Amazon, having a presence on multiple channels becomes even more important. Additionally, being present across various channels increases brand value and awareness.

Amazon’s Expansion Beyond Its Platform

We also discussed how Amazon is expanding beyond its platform through initiatives like Buy with Prime. Jamin explained that Amazon wants to capture customers who start their product searches elsewhere, and they are partnering with e-commerce platforms like Shopify to grow their infrastructure. Buy with Prime allows brands to leverage Amazon’s fulfillment network and benefit from quick delivery and lower shipping costs.

The Importance of Customer Experience and Branding Strategy

We addressed the misconception that Amazon is a soulless marketplace with limited opportunities for brand differentiation. Jamin explained that Amazon has added various features over the years that allow sellers to tell their brand story, such as branded pages, plus content, ads, comparable products, matrices, and videos. However, he acknowledged that there are still limitations to fully expressing a brand’s story on the Amazon platform.

We emphasized the benefits of creating a customer experience on your own website, where the possibilities are limitless. By leveraging the “Buy with Prime” button, sellers can combine the advantages of Amazon’s two-day shipping and name recognition with the ability to tell their brand story in any way they want on their own site.

The Need for Differentiation

We discussed how having a generic product on Amazon can make it difficult to stand out among the competition. Jamin highlighted the need for differentiation, including a strong supply chain, intellectual property (IP) protection, and a unique customer experience or community. He mentioned that having patents, trademarks, and even an app can make it more challenging for others to copy your product.

Choosing a Platform for Direct Sales

We discussed the considerations that bigger brands must make when choosing a platform for their direct sales. One advantage of using Amazon Prime is the happy feeling that comes with knowing your order will be delivered. However, Shopify Plus charges an additional fee for using an external gateway, and it’s unclear if Prime is even available for Shopify yet. Shopify has limited payment options compared to BigCommerce, which allows more flexibility.

Jamin agreed and added that regardless of the platform, there are costs involved in fulfillment, shipping, and labor. The difference lies in the commission charged by Amazon. He explained that deciding which platform to choose depends on factors like conversion rate increase and overall cost-effectiveness.

Expanding into New Channels

When expanding into new channels, Jamin explained that companies can either invest in building the capability internally, acquire a company with the desired capability, or partner with someone who already has it. He suggests that partnering with a fractional team can be more effective and cost-efficient, especially when resources are limited.

We mentioned aiCommerce as a potential partner, and Jamin agreed, stating that their reason for existing is to serve brands as they explore new channels. He mentioned that many brands achieve success by partnering with them.

Our conversation with Jamin provided valuable insights into the world of e-commerce, the importance of multichannel strategies, and the role of branding in differentiating products on platforms like Amazon. It’s clear that the future of e-commerce lies in diversification, customer experience, and strategic partnerships.

For more podcasts about Commerce

The Importance of Online Channels in Customer Service

August 26, 2023 Brent W. Peterson

This article explores the importance of online channels in customer service. Discover how digital communication tools can transform customer relations, offer personalized experiences, and provide cost-effective, efficient service.

Unlocking Loyalty: A Revolutionary Guide to Turning Returns into Remarkable Rewards with Tobi Buxhoidt

February 2, 2024August 15, 2023 Brent W. Peterson

In this insightful episode of Talk Commerce, Brent Peterson invites Tobi Buxhoidt, the co-founder of ParcelLab, a leading Operations Experience Management platform. Boasting a rich background in logistical operations and a passion for streamlining the customer experience, Tobi shares forward-thinking insights on the role of post-sales customer interactions in brand success.

Born in Germany and based out of Boston, Tobi describes how ParcelLab operates internationally with several offices worldwide. The platform aims to revolutionize the way brands engage with their customers with data-driven experiences, which he believes can create a notable difference in their relationships with their customers. A large part of the discussion revolves around the role of returns in customer satisfaction.

Tobi emphasizes the necessity of a digitalized, tailored, and customer-centric returns process with varying approaches depending on the customer and the product. He cites examples from fashion brand Chico’s and electronics company Bose to illustrate the practical application of this approach.

Tobi also touches upon the common assumption that returns should be free. While he understands this reasoning, he reveals intriguing data suggesting that about half of consumers are open to paying for returns depending on the context. Finally, Tobi gives a glimpse into the future of e-commerce in 2023, where he predicts a significant shift from customer acquisition to enhancing customer lifetime value.

He suggests that brands focus on engaging their customers during the entire post-purchase journey, which he claims is critical for customer retention and building lasting relationships. Tobi invites interested listeners to engage with ParcelLab further through its website, www.parcellab.com. Leveraging his experience and expertise, Tobi aims to help businesses excel in the post-purchase landscape, turning the seemingly mundane process of returns and operational moments into moments of joy.

Find Tobi Buxhoidt on LinkedIn for more insights and engagements.

More podcasts about Commerce