Perfecting the DTC Customer Journey with Derek O'Carroll & Neil McKay

Perfecting the DTC Customer Journey with Derek O'Carroll & Neil McKay

If you’re a regular listener to the show you’ll know I’m often talking about the importance of the customer experience, the importance of understanding what they want and giving it to them – in everything from the product, the service, the delivery right through to your marketing. We’re increasingly in a world where the strength of the emotional connection you make with your customers is your biggest competitive advantage, has the biggest impact on your profit at the end of the year. Serving customer in a fast and frictionless way is the bedrock to building that connection. The more I’ve learnt about this particular research report, and it’s contents the more I realised I wouldn’t be doing my job as the host of this podcast if I didn’t do an episode getting down into the details… Today’s guests are going to tell us all about the key lessons from the report that you can all use to improve your eCommerce businesses …Derek O'Carroll, is the CEO Brightpearl, who provide a complete cloud-based back office solution to help retailers and wholesalers grow efficiently. & Neil McKay MAC KAI CEO Endless Gain, who create, optimise and personalise customer experiences to increase revenue for their clients. --- 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)

The Cards2Cash Growth Story: SEO, Payments & Smart Scaling – with Caleb Slater

The Cards2Cash Growth Story: SEO, Payments & Smart Scaling – with Caleb Slater

Caleb Slater is the managing director at Cards2Cash a platform enabling customers to sell unwanted gift cards. Founded in 2022 (when Caleb was just 16) it operates on a custom website, has recently ex...

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eCommerce Meets High Street: How Wardrobe at The Cross Wins with Personalization and Trust, with Hilary Large

eCommerce Meets High Street: How Wardrobe at The Cross Wins with Personalization and Trust, with Hilary Large

Hilary Large is the owner at Wardrobe at The Cross, a women’s fashion boutique. Launched in 2023, they sell via their physical high street store, and via their Shopify website and have already built t...

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How Flare Audio Survived Meta Ad Chaos and Still Grew to £5M+

How Flare Audio Survived Meta Ad Chaos and Still Grew to £5M+

Davies Roberts is co-CEO and co-founder of Flare Audio, the sound technology company who retail headphones, earplugs, and ear tools. Founded in 2010 they now sell globally via their Shopify store, Ama...

15 Des 202544min

Behind Dorwest’s Success: Trust, Systems, and a Smarter Way to Scale Online

Behind Dorwest’s Success: Trust, Systems, and a Smarter Way to Scale Online

Ben Boughton-White is the Operations Director at Dorwest, experts in herbal pet care since 1948. Selling globally via wholesale, marketplaces, Crufts! and their own Shopify store, they now do over 50,...

8 Des 202534min

The Power of Focus: How Neve’s Bees Grew by Doing Less, Better – with Julie Macken

The Power of Focus: How Neve’s Bees Grew by Doing Less, Better – with Julie Macken

Julie Macken is the Deputy Queen Bee of Neve’s Bees a family business turning the produce of their bee hives and local beekeepers into products that are now certified 100% natural. Founded in 2017, th...

1 Des 202537min

What Would You Do as Head of eCommerce tasked with massively improving operational efficiency? – with Jaime Hill

What Would You Do as Head of eCommerce tasked with massively improving operational efficiency? – with Jaime Hill

In this WWYD episode, eCommerce Director Jaime Hill – whose career spans Monsoon, FatFace, Jack Wills, Oak Furnitureland, Hurtigruten, and more – joins host Chloe Thomas to share how she’d approach on...

24 Nov 202533min

From Bedroom Startup to £15 Million: The Cheeky Panda Story with Chris Forbes

From Bedroom Startup to £15 Million: The Cheeky Panda Story with Chris Forbes

Chris Forbes is the co-founder at Cheeky Panda, leading the bamboo revolution selling toilet paper, period products, kitchen roll and more. Founded in 2016 they now sell via multiple international Sho...

17 Nov 202530min

Growing a Fashion Brand: Lavender Hill’s Approach to PR, Sustainability, and Profitability with Isobel Ridley

Growing a Fashion Brand: Lavender Hill’s Approach to PR, Sustainability, and Profitability with Isobel Ridley

Isobel Ridley is the founder at Lavender Hill, a women’s fashion brand focused on ethically made luxurious staples. Founded in 2013 then now sell exclusively via their Shopify store, turning over arou...

10 Nov 202525min

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