The Exchange

Connect with Omari:

Linkedin

Brand's Omari Looks to for Inspiration:

Zappos
Sunski

This Show's TL;DR:

• Omari explains what factory to foot means
• The difference between customer support and experience
• Why customer experience is like a roller coaster
• The one meeting every operations leader needs for customer alignment 
• How returns impact the customer experience
• The metrics that inform whether you have created the right experience

Other Helpful Resources on This Topic:

Improving Your Customer Experience With Return Reasons
How to Write a Return Policy, The 5 Questions You Need to Answer
The 4 Types of Returns And How They Impact LTV

Connect with Eric:

Twitter
Linkedin

Eric's Channels:

Beardbrand Youtube
Ecommerce Conversations

Brand's Eric Looks to for Inspiration:

GymShark
Groove Rings

This Show's TL;DR:

• Eric shares how he got started with Youtube 
• Explains how to evaluate the early days of building a channel 
• Tactics for finding the right type of content 
• Viewership of subscribership... which is better?
• How to evaluate your channels impact on your brand
• Whether you should build a community at all 
• Eric's thoughts on brands who don't invest in content 

Connect with Ben:

[email protected]
Linkedin
Twitter

Learning that Ben referenced:

Personalization Playbook

Brands Ben mentions as great examples:

Rooted
Doe Lashes
Mavi Jeans
Universal Standard

Here's this shows TL;DR:

• Why quizzes are so effective 
• The benefits that brands are seeing with quizzes 
• How to structure the best quiz 
• The right amount of questions to ask 
• The best type of quiz to use 
• Examples of brands doing quizzes right

Connect with Luis:

Linkedin
Medium

The dog that makes a cameo in this episode is Rocky :)

Courses Luis References:

Smart Social with Ezra Firestone
Introduction to Retention Marketing with Alex McEachern

This Show's TL;DR:

• Luis shares why he thinks acquisition-minded marketers are so much more prominent in ecommerce
• We go over the relationship between the acquisition team and retention teams at Shapermint
• KPIs and retention metrics you should be paying attention to
• Luis' favorite retention projects 
• Courses Luis recommends
• The day to day of a retention marketer

Connect with Aaron:

 
Personal Twitter
Personal Linkedin
The eHouse Blog

Brands Aaron mentions as great examples:

Athletic Greens
Hubble
4 Ocean

Here's this shows TL;DR:

• A summary of what has changed in ecommerce over the last 5 and 10 years 
• Defining what is meant by there is no "user guide for customers in ecom"
• The best way to think about subscriptions 
• Metrics that tell you whether you are successful or not
• The correct way to build a product bundle
• The best examples of subscription services done right

Other helpful resources on this topic:

How to optimize ecommerce subscriptions with analytics
The value of product bundles and how to handle bundle returns
How to build the best bundles possible

Here's this shows TL;DR:

• Why does every brand set a 30 day window?
• We see the majority of returns happen in the first 14 days
• Brands are likely just copying each other to always create 30 day policies
• Most returns happen early which means you can extend the length of your return window
• Three steps when looking to change your return window length
  • Benchmark against the competition in your industry
  • Make sure that you are aligned with the rest of your policy 
  • Evaluate your current conversion rate so you can evaluate how a change in your return window impacts it
• Your return policy is for your customer

Other helpful resources on this topic:

How to build a customer-centric return policy (ebook)
Setting a return window for the holidays
The different types of returns and how they impact LTV

Connect with Travis:

 
Personal Twitter
Personal Linkedin

Brand Instagram
Brand Twitter

Here's this shows TL;DR:

• How Baseballism got started 
• The value of having an audience before you have a product
• How to integrate your brand message into the entire customer journey
• Specific examples from Baseballism's customer journey
• The value of authenticity and speaking directly to your fans
• How to build a team around you to succeed
• Travis' number one tip for building a brand
   

Other helpful resources on this topic:

How Baseballism turns refunds into up-sell opportunities

Connect with Sam:

Connect with him on Linkedin

Here's this shows TL;DR:

• How Sivana Spirit got started 
• Why being a wholesaler is a bad call and discovering your brand niche 
• How building a community of customers outside of your store is still valuable 
• Use the community around your niche to help you create content 
• Content becomes a reason to always be talking to your customers 
• Don’t try to grow using Facebook ads that strategy has been dead for years 
• Set your ad budget at a percentage of your revenue so you are forced to find other ways to grow

Other helpful resources on this topic:

How to build a customer centric return policy (ebook)

Connect with Julia:

Subscribe to her blog
Connect with her on Linkedin

Here's this shows TL;DR:

• An ecommerce product manager is obsessed with creating the best shopping experiences not the physical products 
• There is a logical path between customer support and ecom product management 
• The best experiences are often accidents that come from other projects 
• Knix's content is successful is because it is authentic and allows people to be vulnerable 
• The virtual fitting room has been amazing to help customers with sizing 
• Julia shares some of the best experiences that Knix has created to ensure customers end up with the right product

Other helpful resources on this topic:

How to build a customer centric return policy (ebook)
Return policy strategy for intimate and bathing suit brands
Communicating sizing online to reduce returns

Here's this shows TL;DR:

• A return does not equal a refund
• There are multiple types of return outcomes 
  • A variant exchange 
  • A different product exchange 
  • Store credit 
  • A refund 
• Most shoppers want an exchange and that extends the shopping relationship 
• You focus so much on frictionless acquisition what about frictionless retention?
• Your goal should be drive refunds down and exchanges up 
• Tips that we see top Shopify brands use to drive more exchanges

Other helpful resources on this topic:

How to build a customer centric return policy (ebook)
The different types of returns and how they impact LTV