Retail Customer Experience Guru Cliff Crosbie, ex Nike, Apple, IKEA. Online CX, & emotions

Retail Customer Experience Guru Cliff Crosbie, ex Nike, Apple, IKEA. Online CX, & emotions

Cliff Crosbie is Co Founder and CXO at Emrays, where he works on calculating emotions… and Chief Retail Officer at Performance Solutions where he helps retailers deliver the best customer experience. I saw Cliff speak at 2017’s Internet Retailing Conference (I mentioned his session in the takeaways – episode 123-5 and I knew I had to get him on the show for this eCommerce Growth Series, both for the exciting work he’s currently doing and because of his impressive retail pedigree. Cliff has over 30 years experience working with some of the best brands in the world. He ran Apple’s global Premium Reseller program, where the focus was on delivering an exceptional in-store experience for customers in over 90 countries, he was Japan Country Sales Manager for IKEA, Global VP for Nokia’s Retail and Customer Marketing, Head of Nike’s European Franchise program and the first GM of Niketown London. Given that CV it’s no surprise that Cliff’s passion is for improving the customer experience in off and online. --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

Episoder(622)

From £3k to £80m: The Bootstrapped Must Have Ideas Growth Story with Amy Knight

From £3k to £80m: The Bootstrapped Must Have Ideas Growth Story with Amy Knight

Amy Knight is the Founder at Must Have Ideas, a UK based eCommerce brands that sells problem solving household products. Must Have Ideas is a bootstrapped business, started with just £3,000 in 2018 th...

23 Feb 24min

Driving Profits Through Customer Service with eDesk’s Gareth Cummings

Driving Profits Through Customer Service with eDesk’s Gareth Cummings

Gareth Cummings is the CEO at eDesk, the AI powered customer support helpdesk for eCommerce. Used by eCommerce stores around the world, their client CarParts.com has just been named in USA Today’s lis...

16 Feb 32min

What Would You Do If You Wanted to Grow Physical Store Sales in 2026? – with Melissa Moore

What Would You Do If You Wanted to Grow Physical Store Sales in 2026? – with Melissa Moore

Melissa Moore is “The Retail Advisor”, and the host of The Retail Tea Break Podcast. She’s an expert in all things retail with over 25 years working with national brands, and she’s been a Rethink Reta...

9 Feb 29min

How to Grow Sales in 2026

How to Grow Sales in 2026

In this special episode of the eCommerce MasterPlan Podcast, Chloe Thomas shares a panel discussion from a live webinar focused on one big question: what’s really going to move the needle for eCommerc...

2 Feb 53min

From Chaos to Clarity: Building Tracking that Actually Works with Carwow’s Roman Petrochenkov

From Chaos to Clarity: Building Tracking that Actually Works with Carwow’s Roman Petrochenkov

Roman Petrochenkov is the Head of Growth & Media Analytics at Carwow, so yes we’re going to be getting DEEP into tracking, attribution and all that juicy stuff. Carwow has grown from a review site, to...

26 Jan 36min

What Would You Do About AI Search in eCommerce? – with Miracle Inameti-Archibong

What Would You Do About AI Search in eCommerce? – with Miracle Inameti-Archibong

Miracle Inameti-Archibong is an online marketer who’s been deep in SEO since 2010. Now working at a very large UK retailer, after stints in other verticals and agency side.  In this WWYD episode, Mira...

19 Jan 38min

The Xero Shoes 10x Growth Story with Steven Sashen

The Xero Shoes 10x Growth Story with Steven Sashen

Steven Sashen is the co-founder and Chief Barefoot Officer of Xero Shoes. Selling via their international Shopify stores, Amazon, and wholesale. They launched in November 2009 and in 2024 did just und...

12 Jan 40min

The Trust-First Approach Behind Carter Eve Jewelry’s Rapid Rise

The Trust-First Approach Behind Carter Eve Jewelry’s Rapid Rise

Carter Eve is the founder and designer at Carter Eve Jewelry, a brand committed to sustainability and ethical practices creating delicate fine jewelry and distinctive designs. Founded in 2020 they now...

5 Jan 25min

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