eCom Collab Club Podcast - The eCommerce Podcast for DTC Businesses

How do you turn browsers into loyal fans without a playbook full of tactics?

In this episode, Finula Crowe, founder of New Day Originals, joins Rich Evans (standing in for Pete and Adam) to talk about building a fashion brand that’s rooted in real values, community, and story – not smoke and mirrors.

They cover:
– Why raw, real UGC builds more trust than glossy ads
– What most brands get wrong about social proof
– How Finula turned one lockdown idea into a cult-favourite, eco-led label
– Why trust is the real conversion tool
– And the content + community play that keeps customers coming back

This episode is packed full of insights that’ll make you rethink what actually earns belief, as well as repeat buys.

About the Guest
Finula Crowe – Founder of New Day Originals. Ex-SaaS exec turned slow fashion rebel. Creating boho dresses with a conscience (and a loyal following to match).

About the Host
Rich Evans – Founder of Get Better, email obsessive, eCom Collab Club™ ride-or-die.

Work with Blend
Leaking trust (and sales) after someone lands on your page? Book a free “Metric on Fire” diagnostic: ⁠[Insert Link]

#Shopify #BrandTrust #DTC #SocialProof #EcommerceGrowth #FounderStories #RetentionMarketing #CustomerExperience #SlowFashion #CRO #UGC #NewDayOriginals #eComCollabClub #BlendCommerce #GetBetterEmailMarketing

What actually drives conversions beyond the inbox?

And what’s the right way to use WhatsApp without getting ghosted?

In this episode, GoKwik's Chief Revenue Officer, Abhishek Chandra, joins Adam and Pete to unpack how DTC brands are turning WhatsApp into a proper revenue channel (not a spammy afterthought).

They cover:– Why email and SMS are quietly losing their punch– How to use WhatsApp to recover 15–20% of abandoned carts– The flows that actually convert (and how to avoid rookie mistakes)– When bots make sense — and how to keep them feeling human– And the WhatsApp strategy that helped one UK brand hit £1M in a single day

No fake urgency here.
Just real tactics that’ll make you rethink your post-purchase game.

Listen now and stop blaming your retention problems on your subject lines.

About the Hosts

Peter Gardner – Co-founder of Blend Commerce, CRO obsessive, speaks fluent “landing page”, powered by oat flat whites and sarcasm.
Adam Pearce – Co-founder of Blend Commerce and eCom Collab Club™, always on the hunt for what actually moves the needle in eCom.

Work with Blend

Need your store to stop leaking sales after “add to cart”? Book a free “Metric on Fire” diagnostic: ⁠https://blendcommerce.com

⁠

#Shopify #WhatsAppMarketing #eCommerceGrowth #DTC #CustomerExperience #RetentionMarketing #CRO #GoKwik #BlendCommerce #eComCollabClub #ConversionStrategy #AbandonedCartRecovery #ConversationalCommerce #FrictionlessCheckout

What actually slows customers down on their path to purchase? And what actually works to fix it?

In this episode, ex-pro swimmer and Oshun founder, Joe Welstead, joins Adam and Pete to break down the real friction points that mess with your conversions.

They cover:
– Why your funnel probably isn’t the issue (yet)

– When subscriptions don’t work (and what to do instead)

– Small UX tweaks that made a big difference for Oshun

– How emotional ROI (like skin compliments) drives repeat purchases

– And why loyalty schemes can backfire for single-product brands

Proper insights from a founder in the DTC trenches.

Listen now and stop blaming your button colour.

About the Hosts

Peter Gardner – Co-founder of Blend Commerce, CRO obsessive, always up for a landing page audit (and probably a snack).
Adam Pearce – Co-founder of Blend Commerce and eCom Collab Club™, relentlessly focused on what actually moves the needle.

Work with BlendNeed your store to stop leaking sales at the “almost-there” stage?
Book a free “Metric on Fire” diagnostic: https://blendcommerce.com
#Shopify #FrictionlessCheckout #eCommerce #CustomerExperience #Subscriptions #Oshun #DTC #Retention #UXDesign #CRO #BlendCommerce #eComCollabClub

From panic loans to equity regret — most eCommerce founders wait until it’s too late to sort their finances.

In this episode, Adam Pearce chats with Blake Bull from Finspire Finance to break down how to fund your brand the right way — whether you're scaling fast or just trying to stay afloat.

They cover:
– When funding becomes a must-have, not a nice-to-have

– Debt vs equity vs revenue-based: what’s right for you

– What lenders actually look for (and what they hate)

– Hidden costs, cashflow killers & “wish I’d known” moments

– Why getting funding-ready starts way before you need it

No jargon. Just the finance chat every founder needs (but usually avoids).

Tools Mentioned:

About the Host: Adam Pearce – Co-founder of Blend Commerce and eCom Collab Club™, known for turning founder panic into practical next steps.

Need your brand to scale without relying on blind hope and credit cards?
Book a free “Metric on Fire” diagnostic: https://blendcommerce.com

#Shopify #eCommerceFunding #DTC #Cashflow #CRO #Finance #FinspireFinance #BlendCommerce #eComCollabClub

Peter Gardner sits down with Rich Evans to unpack the shockwave caused by the Shopify’s and ChatGPT integration. The pair explain why the moments after checkout have suddenly become prime real estate, how AI is rewriting the acquisition playbook, and which tools are already winning extra revenue for smart brands. You will hear plain-spoken stories, battle scars, and a step-by-step plan you can swipe today.Time-Stamped Chapters0:00 Intro and why post-purchase got a promotion3:05 How Shopify’s x ChatGPT changes buyer expectations8:20 The 30-minute to 48-hour “second-sale” window explained13:40 Order Editing: turning address panic into higher AOV18:30 Using AI prompts to personalise upsells on the fly23:15 Real-world test: +17 % AOV from a warranty add-on29:45 Trust, credibility, and fast refunds as conversion fuel34:10 Lightning Q&A: WhatsApp flows, one-click re-buys, loyalty hacks39:20 Peter’s three-step audit you can run this week42:00 Wrap-up and next stepsKey Takeaways- ChatGPT suggestions are shaping what customers expect after they pay.- The first 48 hours post-purchase deliver the cheapest extra revenue you will ever earn.- Order editing does more than fix typos – it unlocks upgrades, cross-sells, and peace of mind.- Pair AI-driven product picks with clear returns info to crush buyer’s remorse.- Start small: add a “change my order” button, test one personalised upsell, and track AOV.Tools Mentioned- Rebuy Engine – smart cross-sell and upsell widgets- OrderEditing.com – self-serve order changes that lift AOV- Relo App – replenishment flows that trigger at the perfect time- Omnisend - https://www.omnisend.com/ecc/ (use code ecc to get 30% off)About the HostsPeter Gardner – Co-founder of Blend Commerce, CRO obsessive, BBQ fanatic.Rich Evans – Senior Strategist at Blend Commerce, post-purchase wizard.Work with BlendReady to turn one-time buyers into loyal fans? Book a free “Metric on Fire” diagnostic: https://blendcommerce.comTags#Shopify #ChatGPT #Ecommerce #PostPurchase #CRO #OrderEditing #Rebuy #DTC #BlendCommerce

Learn how to raise basket size without tanking conversion rates. Luxury e-commerce lead Lorna Patterson shares real-world upsell, cross-sell and bundling tactics that grew AOV and LTV for Dior, Chantecaille and more.Episode summaryIn this chat, hosts Peter Gardner and Adam Pearce pick Lorna’s brain on:

• The “shop-the-look” framework that converts first-time buyers
• Why fewer shade options beat “choice overload” in cosmetics
• Setting free-shipping and free-gift tiers that actually lift revenue
• Using Rebuy, Yotpo loyalty and mini-product trials for painless upsells
• Post-purchase nudges that grow repeat sales (and the one tactic she’d banish)

• Rebuy Smart Cart – https://rebuyengine.com
• Yotpo Loyalty – https://www.yotpo.com
• Airwallex global payments – https://airwallex.com
• OmniSend email & SMS – https://www.omnisend.com/ecc/ (use code ECC-THIRTY for 30 % off)

00:00 Intro & payment-pain rant 01:45 Meet Lorna Patterson (ex-Dior, Chantecaille) 05:22 Upselling in luxury: storytelling over “hard sell” 11:40 Spotting AOV lifts vs. hurting CR% 16:05 Bundles 101 – bestseller + fast-repeat skew 23:30 Free-shipping bar: why 2 tiers beat 3 27:55 Gifts that stick: picking the right “trial” product 32:40 Tech stack – Rebuy, Yotpo, quizzes 38:15 Post-purchase emails that double loyalty sign-ups 42:00 Biggest upsell fails (mugs & dusty stock) 47:05 Quick-fire round & key takeaways 50:45 Adam & Peter wrap-up: when *not* to upsell 53:30 Sponsor shout-outs & next episode teaserResources & linksJoin the eCom Collab Club community → https://ecomcollabclub.com/communityNeed CRO help? Blend Commerce → https://blendcommerce.com👍 Like, 🔔 subscribe and drop your biggest upsell question below.#Ecommerce #CRO #Upselling #Shopify #AOV

Sick of emails that say “Hi [First Name]” and call it personalisation?
Tom Gatenby (Squash Pixel) shows how to turn the data you already hold into loyalty-boosting experiences that feel human, not stalkerish.

Timestamps
00:00 Welcome & Sponsor shout-outs
02:10 The classic personalisation fail and why it annoys customers
09:30 Using purchase history to trigger smarter follow-ups
16:45 Free or cheap tools any Shopify store can use today
24:10 Letting AI crunch your reviews to find killer copy
31:20 VIP perks that beat point-chasing loyalty schemes
38:55 Stop calling people “bronze customers” – reward them silently
46:00 The Chewy example – a bouquet, a refund, a customer for life
56:30 Quick-fire Q&A: best and worst real-world examples
59:40 Where to find Tom & Squash Pixel
1:00:35 Wrap-up and next steps

Top Takeaways

• First-name merge tags ≠ personalisation. Add context or skip it.

• Segment by behaviour, not guesswork. “Bought twice in 90 days” is gold.

• AI is your data intern: feed it reviews, harvest language customers use.

• Early access and free shipping tiers build loyalty with zero point math.

• Little gestures (like Chewy’s sympathy flowers) turn buyers into fans.

Guest
Tom Gatenby – Founder & Technical Lead, Squash Pixel (Shopify experts since 2009)

Links & Resources
Squash Pixel: https://squashpixel.co.ukEcom Collab Club community: https://ecomcollabclub.com/communityOmniSend (30 % off with code ECC-30): https://omnisend.com/ECCAirwallex: https://airwallex.com

In this episode of the Ecom Collab Club podcast, hosts Adam Pearce and Peter Gardner engage with Ben Hornby from Airwallex to explore the complexities of the e-commerce checkout process. They discuss the importance of native checkout experiences, the impact of payment methods on conversion rates, and the challenges of international sales, including currency conversion and local payment preferences. The conversation also touches on the rise of buy now, pay later options, the necessity of adapting to consumer expectations, and the role of AI in enhancing customer support. The episode concludes with audience questions, providing further insights into optimizing e-commerce operations.Takeaways

• 77% of shoppers abandon carts without preferred payment methods.
• Native checkout experiences significantly improve conversion rates.
• Card declines can severely impact e-commerce sales.
• Understanding local payment preferences is essential for international sales.
• Apple Pay can increase conversion rates by up to 3x.
• Buy now, pay later options are becoming essential for younger consumers.
• E-commerce brands must adapt to changing consumer expectations.
• AI can enhance customer support and streamline operations.
• Data-driven insights can help optimize checkout processes.
• Consolidating payment providers can simplify e-commerce operations.

Chapters00:00 Introduction to E-commerce Challenges03:04 Understanding Checkout Friction Points05:46 The Importance of Native Checkout Experiences08:51 Data-Driven Insights for Checkout Optimization11:47 The Silent Killer: Card Declines and Acceptance Rates14:51 Navigating Currency Conversion and International Payments17:42 Local Payment Preferences and Their Impact20:51 The Role of Buy Now Pay Later in E-commerce23:51 Must-Have Payment Methods for E-commerce Success32:20 The Evolution of Payment Methods39:22 Enhancing Merchant Communication and Feedback46:35 The Importance of Customer Support in E-commerce51:59 The Role of AI in Customer Experience58:14 Optimizing Checkout Experiences for E-commerce

Summary

In this episode of the Ecom Collab Club podcast, hosts Adam Pearce and Peter Gardner discuss the challenges of returns in e-commerce with Priya Downs, founder of Nudea. They explore the reasons behind returns, the impact of product quality, and strategies to reduce return rates. Priya shares her insights from the lingerie industry, emphasizing the importance of sizing tools and customer education. The conversation also touches on sustainability and the future of e-commerce, highlighting the need for brands to take responsibility for end-of-life products. The episode concludes with audience questions and practical advice for managing returns effectively.

Takeaways

Returns are a significant challenge for e-commerce businesses.

Quality and accurate sizing can greatly reduce return rates.

Investing in customer education is essential for long-term success.

Sustainability practices, like recycling, can enhance brand loyalty.

Understanding customer feedback is crucial for product improvement.

Returns can erode brand value if not managed properly.

Offering exchanges instead of refunds can retain customers.

The e-commerce landscape is shifting towards quality over quantity.

Brands must adapt to changing consumer expectations regarding returns.

Building a relationship with customers can lead to repeat business.

Sound Bites

"Returns are part of online business."

"We need to educate customers on fit."

"Sustainability is crucial in fashion."

Chapters

00:00 Introduction to the E-commerce Landscape

01:15 Understanding Returns in E-commerce

04:45 The Journey of Nudea: A Sustainable Approach

09:54 Quality vs. Fast Fashion: The Consumer Shift

13:42 Innovative Solutions to Reduce Returns

18:54 Building Trust and Customer Loyalty

19:22 The Evolution of Fitting Services

22:22 Addressing Returns and Customer Experience

25:31 Innovative Solutions for Reducing Returns

29:25 The Impact of Charging for Returns

32:39 Leveraging Customer Feedback for Improvement

39:50 Understanding Returns: The Balancing Act

40:53 Key Moments in the Returns Process

42:51 The Importance of Easy Returns for Online Brands

44:21 Sustainability and End-of-Life Products

45:39 Educating Customers on Sustainable Practices

48:59 Legislation and Responsibility in E-commerce

49:53 Sizing Challenges for International Customers

52:01 Building Returns into Margins

54:10 No Questions Asked Return Policies

55:01 Handling Serial Returners

57:23 Worst Return Experiences

58:42 Closing Thoughts and Customer Engagement

Customers expect a lot…and, honestly, they’re not wrong to. But, between clunky websites to customer service that feels like it’s operated by a robot, too many brands still fumble it spectacularly. Charlotte Aytan, Director of inclusive sportswear brand TLC Sport, knows all about what customers actually care about, as well as where brands keep getting it wrong.

From customer service clichés that need to die to the tiny (but mighty) details that turn browsers into buyers, Charlotte spills the tea on how she helped transform an old-school catalog business into a thriving eCommerce brand without losing its soul. The secret wasn’t in fancy ads or flashy branding. It was in understanding what customers actually care about (which ain’t your perfectly curated Instagram aesthetic, boo).

We also dive into:

• The biggest blunders brands make before the sale even happens

• Why most product descriptions are snooze-worthy (and how to fix them)

• The myth of “pretty” websites and why they don’t always convert

• The cold, hard truth about customer loyalty (erm, you’re probably doing it wrong – soz)

• What customers really want after they’ve checked out

If you want to turn one-time buyers into lifelong fans, it’s all about setting (and actually meeting) their expectations. This episode is packed with tips to break down exactly how to do it.

In This Episode, You’ll Learn:

✔️ Why fancy websites don’t always equal more sales

✔️ How to sell your brand’s value without overhyping

✔️ The biggest customer service mistakes (and how to avoid them)

✔️ How to turn negative reviews into a win

✔️ When loyalty programs are genius vs when they’re just noise

📌 VideoWise – Embedding video testimonials to drive conversions 📌 ConversionWise – Why copywriting makes or breaks your product pages 📌 ChatGPT for eCommerce – Using AI to refine product messaging 📌 OmniSend – How email & SMS marketing actually drive sales 📌 Revo – Building a retention program customers care about

00:00 Welcome to the eCom Collab Club Podcast 00:38 Introducing our guest: Charlotte Aytan 02:42 How Charlotte went from law graduate to eCom Big Dog 08:10 The struggles of transitioning from offline to online retail 12:05 What brands get wrong about customer expectations 18:50 How Charlotte revamped product descriptions for better conversions 26:40 Website design myths: Why "sexy" doesn’t always sell 33:15 The sneaky checkout mistakes that kill conversions 41:00 The role of trust signals: Reviews, UGC & video proof 48:12 Customer service cliches that need to die 55:30 Handling bad reviews: The right way to respond 01:03:15 Loyalty programs vs. customer experience – what really drives repeat sales? 01:12:40 Charlotte’s top three rules for bulletproofing your CX strategy

🎯 OmniSend – Email & SMS marketing made easy. 🎯 AirWallex – The payments solution for international brands.

👥 Join the eCom Collab Club™️ Community: www.ecomcollabclub.com/community 🔗 Follow us on LinkedIn: Peter Gardner | Adam Pearce 

🎙 Charlotte Aytan – Director of TLC Sport 🌐 TLC Sport – www.tlcsport.com

📺 YouTube Channel: www.youtube.com/@eComCollabClub

Tools & Strategies Mentioned:Time Stamps:Shoutouts & Sponsors:Connect with Us:Connect with Our Guest:Watch More eCom Collab Club™️ Podcast Episodes Here:💬 Loved this episode? Drop a comment and let us know your biggest takeaway! 🚀