In this episode of the Customer Commerce Podcast, Tad Reeves, a principal architect at Arbory Digital, discusses the complexities of content management systems and customer commerce. 

He emphasizes the importance of understanding the unique needs of large brands and the challenges they face in managing their online presence. 

The conversation also touches on the significance of redundancy in website management, especially for larger companies, and offers valuable advice for small to medium businesses on how to approach their online strategies. 

Additionally, Tad shares insights on the mental benefits of physical activity, particularly in relation to problem-solving in tech.

Takeaways:

• Content management systems vary greatly in complexity based on business needs.
• Customer Commerce is more than just the transaction; it's about the entire customer experience.
• Redundancy in website management is crucial for larger companies to avoid downtime.
• Small businesses can often afford simpler solutions that scale as they grow.
• Physical activity can significantly enhance mental clarity and problem-solving abilities.
• It's important for businesses to understand their unique requirements before investing in technology.
• Over-engineering solutions can lead to unnecessary costs for small businesses.
• A good website is essential for customer engagement and retention.
• If a consultant can explain concepts simply, they likely have a good grasp of the subject.

Want to know more about Tad and his services?

LinkedIn

Arbory Digital

YouTube

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In this engaging conversation, the hosts explore various themes surrounding business longevity, the nature of entrepreneurship, and the ethical implications of sales practices. They discuss the importance of intent in business, the challenges of maintaining excitement in long-term projects, and the deceptive tactics often employed in marketing. The dialogue emphasizes the need for businesses to provide genuine value to their customers while navigating the complexities of perceived value versus actual cost.

Takeaways:

• Companies should exist as long as they provide value to clients.
• Longevity in business can lead to boredom for founders.
• Sales is about effectively communicating value to customers.
• Intent is crucial in distinguishing ethical sales from deception.
• Perceived value can often outweigh actual cost in consumer decisions.
• Deceptive practices in marketing exploit cognitive biases.
• Price and value are not always aligned in consumer products.

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In this episode of the Customer Commerce podcast, hosts Jess, Mikel, and David discuss various topics ranging from travel experiences to email marketing strategies, innovations in retail, and the impact of copycats in business. 

They share the importance of effective and truthful email marketing, the introduction of smart trolleys in Australian supermarkets, and the challenges of originality in business. 

The conversation emphasizes the need for authenticity and trust in customer relationships, as well as the significance of innovation in entrepreneurship.

Takeaways:

• The hosts debate the ethics of using mistakes or apology emails as marketing strategies.
• Mikel emphasizes the importance of being truthful in communications.
• David highlights the long-term consequences of manipulative marketing tactics.
• The introduction of smart trolleys in Australia is discussed as a retail innovation.
• The hosts express their views on the impact of copycats in business.
• Mikel advises entrepreneurs to focus on creating unique solutions.
• David stresses the importance of sustainable business practices over quick fixes.

The Smart Trolleys

When email stuff ups are good for business 

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In this ‘unhinged’ conversation, Jess, Mikel, and David explore the evolving landscape of entrepreneurship, emphasizing the importance of customer experience, the role of technology, and the human element in business. 

They discuss how starting a business today is easier than ever, yet requires a focus on genuine customer relationships and the long game of success. The discussion also touches on the significance of personalization in customer loyalty and the future of e-commerce.

Takeaways:

• 68% increased repeat purchases result from superior customer experiences.
• The human component cannot be underestimated in its value.
• It's so much easier to start a business today.
• Customer Commerce flips the script.
• Don't confuse AI with I.
• The delayed gratification aspect of success is underplayed.
• Personalized loyalty rewards would improve shopping experience.

Sources:

Master the Unexpected in 2025: The 20 Unusual Habits of Iconic Brands

Inside Retail Outlook for 2025

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In this episode, Australian business owner Rick Ogge, co-founder of Beyond Plumbing Supplies Australia, shares his journey of launching a plumbing supply business with three friends during the pandemic. 

He opens up about the challenges, surprises, and lessons of entrepreneurship, from targeting a niche market to engaging customers and building strong partnerships.

Rick also reflects on the balance between business and family life, emphasizing why relationships matter more than profits. 

Whether you're a business owner or just starting out, this episode is packed with insights on customer service, marketing, and navigating the unexpected in business.

🎧 Tune in for:
✅ Smart marketing strategies for the plumbing industry
✅ The power of customer engagement and feedback
✅ Finding the right balance between business and family
✅ How partnerships can fuel business growth

Read more about Beyond Plumbing Supplies Australia's business journey HERE!

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In this episode of the Customer Commerce Podcast, Jess and Mikel discuss the importance of authenticity in social media, particularly on platforms like LinkedIn. They explore the challenges of self-promotion, the emergence of new consumer fears like FOMO (fear of missing out) and a new one, FOBO (fear of a better option), and the significance of social proof in decision-making. 

Mikel shares his personal experience on how to create engaging content that resonates with audiences, emphasizing the need for genuine communication in business growth.

Takeaways:

• Authenticity is key in social media engagement.
• Self-promotion can be challenging, especially in cultures with tall poppy syndrome.
• Fear of making the wrong decision can paralyze customers in their buying journey.
• FOMO (Fear of Missing Out) and FOBO (Fear of a Better Option) are real consumer fears.
• Social proof can significantly influence purchasing decisions.
• Communication is essential for business growth and customer relationships.

https://www.forbes.com/sites/rogerdooley/2025/02/10/forget-fomo-its-fobo-thats-killing-your-sales/

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In this episode, Jess and Mikel discuss the challenges of managing a busy schedule as a business owner, the importance of staying focused and present, and strategies for overcoming overwhelm. Mikel shares insights on problem-solving, leadership, and the significance of building a strong team to achieve success in business.

Takeaways

• Walking and observing can help clear your mind.
• Writing down tasks for the next day aids in better sleep.
• Most problems are simpler than they seem.
• Encourage your team to solve problems rather than doing it for them.
• A good leader validates and encourages their team.
• Communication is key to business success.
• Create a culture of problem-solving within your team.

Check out Mikel’s book “TRUE TEAM” available here: 

https://metapulse.com/books/true-team

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In this episode of the Customer Commerce Podcast, hosts David and Jess discuss the significance of branding and customer experience, focusing on innovative marketing strategies from brands like Cadbury and Jellycat.

They explore how these brands create engaging experiences that resonate with consumers, emphasizing the importance of differentiation and the 'wow factor' in both B2B and B2C contexts.

Takeaways:

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Summary

In this episode, Mikel, Jess & David discuss the recent TikTok controversy and delve into the implications for small businesses that rely on TikTok for revenue and emphasize the importance of building customer relationships. 

The conversation shifts to the realities of entrepreneurship, highlighting the challenges and misconceptions surrounding running a business. Finally, they discuss the significance of partnerships in business growth, sharing insights on how to navigate the complexities of collaboration.

Takeaways

• TikTok's recent issues have shaken confidence among small businesses.
• Building a customer relationship is crucial for long-term success.
• Entrepreneurship requires an unshakable belief in your vision.
• Partnerships can drive growth but require careful management.
• Diversifying your e-commerce strategy is essential.
• The appearance of entrepreneurship can be misleading.

Sources: 

https://www.forbes.com/sites/jodiecook/2025/01/14/what-the-tiktok-ban-means-for-your-business/

https://www.sidehustlenation.com/side-hustle-statistics/#sources

https://www.pinger.com/small-business-side-hustle-survey-fall-2023/

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In this episode, Mikel, Jess and David discuss the impact of the LA fires on the community, highlighting the resilience and support from small businesses.

They delve into the issue of fraudulent returns in retail, particularly in the clothing industry, and explore innovative strategies for customer engagement.

The conversation emphasizes the importance of authenticity in business communication and how small businesses can leverage their unique voices to connect with customers.

Takeaways

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