Nicky Lomax is a super star CRM leader–most recently spending 4 and a half months at global fashion retailer Ted Baker as Head of CRM to build and train the new team, fix the CRM tech stack and database, launch SMS, cut costs, and put in place a killer strategy for 2024.  Hit PLAY to hear: The importance of CRM in eCommerce How to start building your CRM strategy Going about doing a CRM audit Why negotiation is an crucial CRM skill The role of the team and leadership in CRM 
Key timestamps to dive straight in:  [03:32] Nicky’s eCommerce journey.  [07:36] Cost per acquisition is going up; focus on retaining existing customers.  [09:05] Get into SMS and get your strategy right.  [14:03] Assess strategy, reporting, team, tech, and delivery.  [16:13] Optimising supplier relationships to maximize budget efficiency.  [19:20] Team collaboration and involvement in decision-making crucial.  [20:52] Nicky’s Top Tips!  Full episode notes here: https://ecmp.info/489 Contact SHOPLINE >>> https://ecmp.info/shopline  Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie  Be part of our episode 500 celebrations... https://ecmp.info/500Get all the links and resources we mention & 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 Q&A; on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor 

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Fashion! CRM Marketing and Customer Retention with Ted Baker’s Nicky Lomax

Trying to work out how to acquire more customers? 
Need to improve customer retention? 
Or just looking for some reassurance you’re on the right track? 
That’s what the eCommerce MasterPlan is here for. 
Every week we interview an e-Commerce business person (owner, manager or marketer) with a fascinating insight into successful online retailing. 
Their business might be a UK mail order retailer, an online-only store from Australia, or a brick and clicks business from the USA – but every one of them is doing something we can all learn from. 
Many of our guests are using Shopify & Klaviyo, but we also have guests using Wix, Bigcommerce, Woocommerce, Omnisend and Magento. So you're sure to find an episode that directly helps YOU.

Listen for advice on what to do next, the reassurance you’re heading in the right direction and all the inspiration you need to grow your eCommerce business without losing your life in the process!

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Business

Investing

Careers

Management & Marketing

Business News

Shopping

Marketing

Entrepreneurship

Will Martin is co-founder and financial director at Littledart Fulfilment, a 3PL providing bespoke eCommerce fulfilment that’s as unique as your business.  Hit PLAY to hear: The role of personalization in fulfilment How efficient systems and tech help in fulfilment operations Why having a motivated team pays off The importance of early and accurate forecasting Balancing cost and quality in fulfilment 
Key timestamps to dive straight in:  [06:33] Fulfilment helps in brand loyalty and customer retention.  [09:34] Balancing cost and team importance in fulfillment.  [11:13] Models based on time and space, great working environment for the team.  [14:34] Managing peak seasons.  [16:38] Early planning, be realistic, aim high. Avoid stress.  [18:21] Will’s Top Tips!  Full episode notes here: https://ecmp.info/493 Contact SHOPLINE >>> https://ecmp.info/shopline  Be part of Episode 500 >>> https://ecmp.info/500  Be part of our episode 500 celebrations... https://ecmp.info/500Get all the links and resources we mention & 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 Q&A; on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor 

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Personalizing eCommerce Fulfilment with Will Martin, Littledart Fulfilment

Sarah Jordan is the founder & CEO of Y.O.U Underwear sellers of beautifully designed, ethically manufactured and eco-friendly underwear making the world a better place one pair of pants at a time. They’re also the UK’s top scoring B Corp, and the top fashion brand in the world. Founded in 2016 and launched in 2018, last year Y.O.U Underwear sold £250,000 via their Shopify store and physical store in Oxford.  Hit PLAY to hear: Shifting from charity work to eCommerce The challenges of making products ethically Sustainability as the foundation of the business Scaling the business and how this affects building the team How personalization makes for better customer service 
Key timestamps to dive straight in:  [03:29] Life-changing pivot driven by underwear necessity discovery.  [10:03] Creating a strategic fashion business with inclusivity.  [13:05] Advantage in sustainability without greenwashing or retrofitting.  [15:15] Anticipating future trends with unique selling proposition.  [20:55] Transitioning from freelancing to employing full-time staff.  [24:01] Managing business operations and customer relationships efficiently.  [25:38] Sarah’s Top Tips!  Full episode notes here: https://ecmp.info/492 Contact SHOPLINE >>> https://ecmp.info/shopline  Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie  Be part of our episode 500 celebrations... https://ecmp.info/500Get all the links and resources we mention & 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 Q&A; on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor 

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Balancing Growth and Purpose with Y.O.U Underwear’s Sarah Jordan

A quick update from Chloe on what’s happening for episode 500, AND you can be involved. Get involved >> https://ecmp.info/500

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Episode 500 is coming… want to get involved?

Natalia Chappell is a Digital Marketing consultant focused on scaling up eCommerce businesses. She’s recently finished a role as Head of eCommerce at THG. That’s The Hut Group, home of multiple eCommerce brands across beauty, luxury and nutrition including Cult Beauty, Look Fantastic and Coggles–the luxury fashion brand that Natalia has most recently been focused on growing.  Hit PLAY to hear: The importance of data in any business Why there should be a balance between customer acquisition and retention How influencer and loyalty programs work hand-in-hand The challenges that come with working in silos Why there’s a need for continuous testing, learning, and adaptation 
Key timestamps to dive straight in:  [05:40] Coggles: Luxury boutique supporting up-and-coming brands.  [08:54] Understanding and defining your customer is crucial.  [12:22] Focus on quick wins, prioritize projects efficiently.  [16:05] Loyalty programs to retain customers can boost sustained growth.  [17:58] Influencer loyalty drives successful business growth.  [22;29] Test and learn, and stay on top of trends.  [23:50] Natalia’s Top Tips!  Full episode notes here: https://ecmp.info/491 Contact SHOPLINE >>> https://ecmp.info/shopline  Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie  Be part of our episode 500 celebrations... https://ecmp.info/500Get all the links and resources we mention & 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 Q&A; on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor 

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Scaling Fashion eCommerce: Insights from THG's Coggles Strategy with Natalia Chappell

Danielle Malconian is the CEO at Vikki Vi and Plus by Design. She started Plus by Design as an online fashion store selling to the Plus size market in 2001 and took over plus size fashion brand Vikki Vi in 2008 which wholesales to both Plus by Design and other retailers. Across wholesale and their Shopify store the combined revenue is now $1.5million annually.  Hit PLAY to hear: Plus by Design’s focus on plus-size fashion How product quality and fit are key factors in the industry Danielle’s strategy for reaching more customers through wholesale What online retailers can do to enhance customer experience Building and leveraging customer loyalty 
Key timestamps to dive straight in:  [05:28] Vikki Vi brand - classic, loyal, professional, customer.  [08:47] Customers value choice, but struggle with availability.  [11:29] Scaling up clothing sizes requires thoughtful fit.  [16:34] Maximizing customer loyalty through various strategies discussed.  [17:14] Taking loyalty for granted, embracing VIP program.  [19:31] Danielle’s Top Tips!  Full episode notes here: https://ecmp.info/490 Contact SHOPLINE >>> https://ecmp.info/shopline  Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie  Be part of our episode 500 celebrations... https://ecmp.info/500Get all the links and resources we mention & 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 Q&A; on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor 

This podcast uses the following third-party services for analysis: 

Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Fashion! CRM Marketing and Customer Retention with Ted Baker’s Nicky Lomax

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