Your customer service team is your company's first line of defense. In order to have a lasting, successful business, it is paramount that your customers are treated with the utmost care and respect. When you provide quality customer service, you create a positive environment for your employees, who then, in turn, take their positive attitude to interactions with customers. Furthermore, happy employees make for happy customers! Join this conversation with Michael Potters as we dig deeper into that. We will discuss how to make a customer experience awesome while also leveraging it to be a big revenue driver in your business.

Michael is the Enterprise Partner Manager at Gorgias, a multichannel helpdesk for e-commerce brands. Gorgias empowers over 7,000 businesses with better customer service on platforms like Shopify and Magento.  Before Gorgias, Michael was the Co-founder and CEO of Parachute Coffee, a coffee subscription service that LeJeune Brands acquired in 2020. Outside of work, Michael volunteers at King’s University College as an Alumni Association Board Member, leading the outreach and coordination for the Toronto Alumni Chapter.

Advertising in 2022 is more sophisticated than before, but leveling up your approach to leverage data and properly attribute and track revenue generated by various platforms will help you run your ads successfully. Don’t just scale on a single platform. Leverage multiple channels and meet your customers at different points in their journey with the right type of ads and communication to break through your next level of growth. Join me in this episode with Arjun Jolly as we talk about strategic aspects of advertising, what brands are doing to support their ad campaigns, and what you need to focus on to enhance your ads metric, fuel your eCom growth, and increase lifetime value for your consumers.

Arjun Jolly is the COO and Co-founder of adQuadrant, a leading advertising agency that focuses on customer acquisition, next-level measurements, and sophisticated attributes to drive growth across a variety of top verticals, including eCommerce. As the head of operations, Arjun has led adQuadrant to become a Global Top 1000 Facebook advertiser out of 4 million advertisers. They have driven over a billion dollars with the B companies in directly attributable revenue using their advertising strategies, which is not about going from 0 to 1 but from 0 to 100. 

So stay tuned, dig in and make sure to implement what you’ve learned.  Visit www.ecommercetownhall.com for show notes.

Financial management is one of the most important aspects of your eCommerce business and focusing on it as early as possible will help you stay ahead of the game. Bookkeeping might seem a little bit boring compared to email marketing and ads, but hiring a finance manager is a key part of being successful. Letting someone else take over day-to-day financial management can help you focus on growing your brand, relieve stress, and manage all your data more efficiently. Join me in this episode with Nathan Hirsch as we talk about how you can manage your financial data by creating empowering bookkeeping routine practices that can help you keep everything simple, work with real numbers and take your brand to the next level.

Nathan Hirsch is the founder of Ecombalance.com, which helps eCommerce stores simplify their financial management process through accurate bookkeeping to make solid financial decisions. Nathan has a unique experience in running big eCommerce businesses and teams. He’s a co-founder of the Free- app, which he scaled up to $12 million a year, an Amazon store, and is working with entrepreneurs on Ecombalance.

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Creating a viral marketing campaign is the best option for any eCommerce business looking to increase its customer base. We can supercharge our graph by getting people into the store, getting them to convert, and allowing them to bring more people to the store. The way to do this is with an effective viral marketing strategy. Join me in this episode with Jay Gibb as we talk about when and where to ask people to share with their friends throughout the eCommerce funnel and how to make the user experience super seamless to make it easy for them. We also dive into the baselines of where you are and how you can measure the impact.

Jay Gibb has a ton of experience in viral marketing and is the founder of Cloudsponge, a company that makes it so easy to have a share with a friend functionality built into customers’ whole experience on your site. They integrate it into the different aspects of the process but more importantly, they make it visitor friendly and more effective for your actual customers. The hardest part is what they do, is making your website work with every address book, making it simple, and keeping it all your site experience.

Reviews are the backbone of all marketing success. Not only are they essential to boosting your product's conversion rate, but they also help you build brand awareness and customer loyalty. Join me in this episode with Adena Merabi as we talk about how to customise reviews based on visitor preferences and the type of information they're most likely looking for so that you can drive conversations that way. We’ll also discuss the mistakes to avoid when requesting reviews and how to integrate reviews into Ads to use those in your actual Ads copy.

Adena is an Agency Partner Manager at Okendo, and an MBA student at the UCLA Anderson School of Management. She started her career at Oracle, where she helped SMB and enterprise clients optimise their customer experience processes by identifying gaps in their current technology and pitching marketing, sales, and ERP solutions. She also worked at MuteSix as the Head of Strategic Partnerships,where she bridged marketing and tech; consulted with e-commerce companies to build solid and complete brand identity by partnering them with the suitable Shopify technology applications. Now at Okendo, she consults with various types of eCommerce agencies on how to increase their clients' online sales through installing Okendo's ratings and reviews platform. This episode will spark a lot of ideas for you.

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The world of e-commerce has changed drastically over the past few years. Online retailers have begun to utilize SEO optimization to bring in more traffic and profits. SEO is not just about ranking in search engines. It is about having more organic visits, more conversions, and higher ROI. Your online store can attain these objectives by optimizing content and keywords relevant to your area of business. There are many benefits of optimizing your site for search engines, such as improved rankings and traffic, increased conversion rates, and increased sales. Learn more in this episode with Geoff Atkinson.

Geoff is the CEO of Huckabuy, former SVP of Marketing at Overstock, golfer, dad (2 chocolate labs, one baby girl,) and a loving husband. Huckabuy is a search engine optimization (SEO) platform designed to facilitate performance-based organic search. The company's platform drives more organic traffic to brands' sites and improves user page experience by automating SEO practices, enabling clients to drive growth for their business, investigate the competition, track organic rankings and visibility, optimize content, and report on insights from the field.

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The IOS 14 changed a lot of things in the Facebook advertising landscape, but you can still generate great results if you do the right things and test a lot of things. No one has a perfect formula for what is happening, but the solution is to continue testing, iterating, and increasing the velocity of your efforts. 

In today’s episode, I’m joined by Antoine Gagne, the founder, and CEO of J7 media, a Facebook ads agency that runs ads that help e-commerce brands go from growth to hypergrowth.

During this episode, Antoine shares about macro view of what Facebook is doing to operate optimally in the post-IOS 14 world ecosystem to provide you with tactical strategies that you can apply now to grow and prepare for what is coming in the advertising ecosystem.  

Using videos to increase your shopper’s experience can be expensive and time-consuming, but with the right technology and guidance from experts, you will never shy off from the process again.

In today’s episode, I’m joined by Claudiu Cioba, CEO of Videowise, which specializes in providing videos solutions by helping businesses search automatically, verify, and add product videos from YouTube, Instagram and TikTok straight to their site. Their mission is to help you improve your customer’s experience to keep shoppers on your site for longer with better product presentation and increased conversions.

During this episode, we talk about how you can innovate and integrate videos into different aspects of your business to improve your customer’s experience. We also dive into strategies that you can utilize to optimize and measure the videos’ impact to increase

In today’s episode, Greg Zakowicz of Omnisend will walk us through on How to evaluate the health of your email channel and provide tactical ways to improve. Greg has seen the inner workings of tons of accounts and been able to compare metrics between with his extensive knowledge in the MarTech and Retail verticals.

Omnisend is an eCommerce-tailored email & SMS marketing automation platform that helps stores increase sales without increasing workload. Making the platform easy to use and easy to drive results, that includes pre built automations for welcome series, abandon carts, transaction emails and a lot more.

If you want to grow your business on autopilot focusing email and SMS as a channel you can use the takeaways here today and evaluate the health of your email channel. So stay tuned, dig in and make sure to implement what you’ve learned.  Visit www.ecommercetownhall.com for show notes.

In today’s episode, Don Vangeloff of Fenix Commerce joins us as we deep dive into how this concept of "Delivery Promises" can impact your conversion.  He will also explain the ins and outs of how to execute it effectively.  Amazon is Amazon because they've perfected the logistics side of how to provide this awesome customer experience... but today we're going to dive into how savvy brands can do the same.

Don Vangeloff heads Client Success and Partnerships at Fenix Commerce.  Fenix Commerce is an AI-powered shipping and delivery platform that enables stores to provide a really good customer experience when it comes to shipping and delivery—personalized shipping options, clear delivery times and dates, costs, tracking, and a lot more.

If you are really focused on growing your business while making sure that you fulfill your "Delivery Promise", this episode is for you and you don't want to miss it. Stay tuned, take down notes and make be sure to implement what you’ve learned.  Visit www.ecommercetownhall.com for show notes.