In this episode of The Customer Commerce Podcast, hosts Jess and Mikel engage with Ian Calvert, an expert in eCommerce, to discuss the practical realities of running an online business.

They explore the importance of customer service, the dynamics of marketplaces, and the significance of building genuine relationships with customers. Ian shares insights from his experiences at Retail Fest, emphasizing the need for businesses to focus on their customers rather than competitors.

The conversation also touches on the misconceptions surrounding conversion rates and the value of learning through action.

Takeaways

• Understanding marketplace dynamics is crucial for small businesses.
• Customer loyalty is driven by emotional connections, not just discounts.
• Learning through experience is more effective than theoretical knowledge.
• Customer service is a key growth opportunity for businesses.
• Businesses often overthink customer needs and competitor actions.
• Control what you can control in your business operations.
• Conversion rates are influenced by many external factors, not just internal changes.

Connect with Ian on LinkedIn

Find out more about his eCommerce coaching & community.

Klaviyo report Iain was referring to.

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