multichannel commerce

Jordan Gesky

True Classic Combines AI Innovation with the Human Touch in Customer Experience

In this engaging episode of Talk Commerce, I had the pleasure of speaking with Jordan Gesky, Senior Customer Experience Manager at True Classic. With her extensive experience overseeing customer service operations and the entire customer journey, Jordan offered valuable insights into how this growing men’s apparel brand is embracing technology while maintaining authentic customer connections.

The Evolution of Customer Experience in E-commerce

Jordan shared how True Classic has transformed their post-purchase journey into a revenue-generating opportunity. Through their partnership with Parcel Labs, they’ve created customized landing pages that showcase new products and membership benefits to customers tracking their orders. It’s a smart approach that turns a routine tracking check into a potential sales opportunity.

Embracing AI While Maintaining the Human Element

One of the most fascinating aspects of our discussion was True Classic’s approach to AI integration. As Jordan pointed out, AI isn’t about replacing human agents but rather enhancing their capabilities. Their chatbot, cleverly named “Crew” (a play on crew neck t-shirts), handles basic queries while allowing human agents to focus on more complex customer needs.

True Classic’s Growth Journey and Future Vision

Having been one of the first ten employees at True Classic, Jordan offered a unique perspective on the company’s growth. What started as a focused men’s apparel brand has now expanded to multiple retail locations across Chicago, Arizona, and Florida. The brand is eyeing expansion into women’s and children’s wear, driven by consistent customer demand.

Multichannel Presence and Future Opportunities

True Classic has established a strong presence across various channels, including:

  • Physical retail stores in major cities
  • Online presence through their website
  • Partnerships with major retailers like Target
  • Sam’s Club and Walmart online presence
  • Upcoming expansion into TikTok Shop for 2025

Wrapping Up

As we wrapped up our conversation, it became clear that True Classic’s success stems from their ability to balance technological innovation with genuine customer connection. Jordan’s insights demonstrate how modern e-commerce brands can leverage AI while maintaining the personal touch that customers value.

Want to hear more about True Classic’s journey and Jordan’s insights? Listen to the full episode of Talk Commerce for more detailed discussions about e-commerce innovation and customer experience strategies.

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Scaling Your Brand’s Revenue with a Global Marketplace Strategy: Insights from Jordi Vermeer of Channel Engine

Jordi Vermeer, VP of Revenue for Channel Engine North America, shares strategies for brands to expand globally and optimize sales across marketplaces like Amazon, Walmart & more. Learn key trends in multichannel commerce for 2024 and beyond.

If you’re a brand looking to expand your reach and revenue through online marketplaces, this episode of Talk Commerce is a must-listen. Our guest is Jordi Vermeer, the Vice President of Revenue for Channel Engine North America. With his deep expertise in marketplace strategies, Jordi shares valuable insights on optimizing multichannel sales, key trends shaping the future of ecommerce, and how Channel Engine is empowering brands to succeed in the ever-evolving world of digital commerce. Let’s dive in!

The Power of Marketplace Expansion for Brand Growth

One of the central themes Jordi emphasizes is the immense opportunity marketplaces present for brands aiming to scale:

“What’s good to understand is you have Amazon 1P or the vendor model and you have Amazon seller, the three P model. So what I’ve said so far is mostly the 3PL model where you sell on Amazon or the seller record and you determine everything, how it’s sold, for what price you get the, uh, the order and you fulfill it.”

Jordi highlights that Channel Engine simplifies the process of listing, optimizing, and managing sales across 700+ global marketplaces, enabling brands to tap into new audiences and markets.

As someone who has seen firsthand the revenue impact of strategic marketplace expansion, I can attest to the power of diversifying your sales channels. It reduces your dependence on any single platform and exposes your products to entirely new customer segments.

Navigating the Complexities of Cross-Border Commerce

Expanding into international markets comes with its own set of challenges, from regulatory compliance to fulfillment logistics. Jordi shares how Channel Engine helps brands overcome these hurdles:

“If you want to go to other regions, there are some product compliances and other regulations fulfillment you have to go through. But then also you can make use of the local network of those marketplaces and the local traffic that they have and like that you can expand your brand into also other regions.”

Having a trusted partner like Channel Engine to navigate the intricacies of cross-border commerce can make all the difference in your global success. They have the local market knowledge and technology to streamline the process.

The Rise of Hybrid Selling & Social Commerce

Jordi also touches on two significant trends shaping the ecommerce landscape: hybrid selling and the emergence of social commerce platforms as marketplaces.

“Hybrid selling is then the combination. And this is one of the biggest trends that we’re currently seeing in the market. Actually, in the past two years, it grew to 70% of the brands actually selling hybrid. So both 1P and 3P.”

Brands that adopt a hybrid approach leveraging 1P (selling directly to the marketplace) and 3P (selling on the marketplace platform), can enjoy the best of both worlds – maintaining control while maximizing exposure.

Additionally, the rise of TikTok Shop and Meta’s marketplace ambitions underscores the growing importance of social commerce. As Jordi points out, these platforms are eager to keep transactions within their ecosystems, making it crucial for brands to adapt their strategies accordingly.

The Future of Ecommerce: Jordi’s Predictions for 2024-2025

Looking ahead, Jordi shares his thoughts on what the next couple of years hold for the world of ecommerce:

“Personally, I see that later in 2024, early 2025, the economy will make some positive strides. And I do think that that is going to work in the favor of these online retailers or online platforms or online sales.”

As the global economy recovers, Jordi anticipates a resurgence in online purchasing power. Brands that have laid the groundwork with a strong marketplace presence will be well-positioned to capitalize on this growth.

Reflecting on my own ecommerce journey, I couldn’t agree more with Jordi’s assessment. The brands that continue to innovate, adapt, and diversify their sales channels will be the ones that thrive in the coming years.

Whether you’re an established brand or just starting out, Jordi’s insights provide a roadmap for success in the dynamic world of multichannel commerce. By embracing new marketplaces, optimizing your listings, and staying attuned to key trends, you can unlock new levels of growth and take your brand to new heights.

To dive deeper into the strategies and tools that can elevate your marketplace game, be sure to check out the full episode of Talk Commerce. And if you’re ready to supercharge your multichannel sales, head over to Channel Engine to learn how their platform can help you achieve your goals.

The future of ecommerce is bright – and with the right strategies and partners, your brand can shine even brighter. Happy selling!

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