The eCommerce Experience

It’s apparent from the get go that Bri Vernon-Cox is passionate about eCommerce. As eCommerce Manager for Bunzl Safety, Bri’s got an amazing wealth of knowledge and insight into the differences between B2B and B2C, and she really gets what makes B2B so special. In episode 8, Andrew interviews Bri about her approach to customer care, essential B2B functionality like PunchOut, and her experience bringing the whole business along for the eCommerce ride. Covering topics like custom catalogues, order approvals, order tracking, and customised products, Andrew and Bri discuss the kind of rich online functionality that allows Bunzl to provide exceptional service and care to its customers.

As we’re all aware, COVID has turned the way we do business upside down. In episode 7, Andrew chats with Olivija van Heerwaarden, Marketing & eCommerce Manager at CWM Homewares, about her company’s experience on this rollercoaster. Olivija shares her insights and explains how CWM have found technology and innovation to be key - not only in weathering the pandemic, but emerging even stronger than before. Virtual showrooms, clickable catalogues, and a robust eCommerce platform are the kind of tools that have allowed CWM to stay agile and connected to their customers. But going from B2B to a D2C (Direct-to-Consumer) model isn’t as simple as you might think. Join Andrew as we discover the challenges of going D2C when your bread & butter is B2B!

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Connect with Andrew:

·        Email – [email protected]

·        LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/

Sales order automation is not a new invention, rather, it’s the digitisation of an age-old process. There are countless B2B businesses out there with sophisticated eCommerce solutions who struggle to get some customers to order online. So what do they do? Pay someone to sit there punching orders into their back-end systems. Which naturally means slow processing times, human error, and costly returns.

Here’s where automation comes in. In Episode 6, we meet Aaron Rasmussen, Product Manager at Lucy. 

An AI-enriched solution, Lucy is empowering businesses to transform their purchase order to sales order process, benefitting their cashflow, customer service levels, and cost-to-serve.  

The journey with Lucy has also seen some surprises along the way…  Join us for a behind-the-scenes look into the world of order automation.

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Connect with Andrew:

·        Email – [email protected]

·        LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/

Meet Lucy! https://www.letlucy.com/

In episode 5 of The eCommerce Experience, Andrew interviews founding member of Emmet Consulting, Paul Munkley. Paul’s career spans countless international organisations and executive leadership positions over the last 20+ years. Using his expertise, Paul helps organisations better align their teams toward a common goal, and has designed Channel and Go To Market strategies for some of Australia’s most well-known businesses.

In this episode we explore the critical role of organisational facets such as Culture, Cadence, Cameraderie, and KPIs.  Join us for some fantastic insights.  

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Connect with Andrew:

·        Email – [email protected]

·        LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/

Connect with Paul: 

·        Emmet Consulting – https://www.emmetconsulting.com/

·        LinkedIn – https://www.linkedin.com/in/paulmunkley

Episode 4 emerged from a webinar that Andrew presented in conjunction with the Dialog Dynamics team here in Australia. Discussing the state of eCommerce amidst COVID-19, Andrew paints a picture of a business landscape that seems to be evolving at a rate of knots.  With eCommerce exploding in every corner of the globe, where does that leave businesses who’ve been caught unawares? Is it too late to make a shift to digital? What aspects of eCommerce should you focus on? Join Andrew for the answers to these questions, as well as a look behind the scenes at some of Commerce Vision’s own customers.

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Connect with Andrew:

·        Email – [email protected]

·        LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/

1. Are all customers created equal? 
2. Should your best customers get an experience that’s a cut above everyone else’s?
3. Are Marketing and CX actually the same thing? 

In Episode 3 we ask (and answer) all these questions and more. Andrew Rogencamp chats to Danny Phillips from CX Consultancy Arkade about the ins & outs of Customer Experience. COVID-19 has changed our online behaviour, presenting a perfect opportunity for businesses to step back and examine their CX strategy. Lots of excellent food for thought here, as we explore the ways CX can be the key to customer retention. 

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Connect with Andrew:

·        Email – [email protected]

·        LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/

Get to know Arkade - https://arkade.com.au/

In episode 2, Andrew talks with Jason Anderson, General Manager of Brisbane-based email marketing specialists, Andzen.

Andzen consult on everything to do with Email Marketing, including platforms, methodology, and best practice for businesses of all sizes. 

As Jason explains, email marketing is very well suited to both B2B and B2C businesses, with an increasing focus these days on intelligent automation. 

Return on investment (ROI) is generally high for email marketing, making it an attractive option for businesses with more modest marketing budgets. In particular, a strong email marketing strategy has been proven to lead to an increase in repeat customers (eCommerce gold!)

A strong strategy involves nurturing your customers through their purchasing journeys, engaging with them at a very personal level (eg. product recommendations based on what they’ve bought previously), and leveraging automation and AI.

It’s important to note that email marketing is not just about trying to sell to your customers and prospects.

It could involve sending a post-purchase email on care tips for the product you’ve just delivered, or links to training videos, or ideas for creative product uses. This is especially powerful in a B2B setting, as you actually have the capacity to make the purchaser’s job easier through education and after sales service. This kind of engagement fosters loyalty and can lead to great word-of-mouth among purchasing circles.

Far from resembling the kind of ‘spam’ we all remember from the bad old days, today’s email marketing can make your customer feel like your brand is taking excellent care of them. 

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Connect with Andrew:

·        Email – [email protected]

·        LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/

Get to know Andzen: https://andzen.co/

There’s B2B, there’s B2C, and that’s all folks. Right?
Wrong.
You might never have thought of B2B in terms of ice cream, but believe it or not, there are distinct flavours out there (luckily not 31 - more like two!)

In this, our kick-off episode, Andrew explains what the different flavours of B2B are, how to work out which you are, and why understanding the difference is so important.  

Whether you’re doing business with manufacturers and distributors, or selling products for business use, knowing what type of B2B you and your customers are will provide actionable insight into the kind of eCommerce offering you should provide. 

Your ‘B2B flavour’ can (or should!) affect every aspect of your customer’s experience:
1.       The way your website looks and its content
2.       The type of online functionality you offer
3.       The nature of your email marketing campaigns

 
In this episode you’ll also learn why a B2B eCommerce website might not always net you more sales, but can still dramatically increase your revenue. Understand how a personalised online experience can beautifully integrate with ‘punch-out’ capability for purchasers. Hear examples of small businesses with very complex business rules that their eCommerce platform must cater for.

At the end of the day, no matter what flavour your business is, “if you make it customer-focused, you can’t go wrong.”

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Connect with Andrew:

• Email – [email protected]
• LinkedIn – https://www.linkedin.com/in/andrew-rogencamp-42b0141a/