In this episode we are going to be talking about Customer Loyalty and the data that underpins it.  In my experience Customer Loyalty means different things to different retailers and I really want to get to the bottom of what makes a good loyalty programme, what does it deliver for the retailer and the customer and why do I need one?

 I have been struggling to find someone suitably qualified and with the appropriate depth of experience to really get under the hood of a great loyalty programme and answer these fundamental questions.  I was delighted to present a webinar recently with Ana Samkova, Group GM of Digital at the PAS Group whereby we had a brief and enthusiastic conversation about Loyalty.  24 hours later and Ana was urgently invited to come and record this podcast! "

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

In this episode we talk "all things" relating to payment as part of the eCommerce Customer Journey.  In my experience the payment process is not well understood and is often underestimated in relation to the success of a website. 

I am joined by Fran Ereira, Country Manager for Klarna.  Fran has always impressed me with her industry knowledge and boundless energy and enthusiasm.  So when it came to discussing “payments” this was a great opportunity for me to tap into a heap of experience that she possesses in this sector.

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

Ship Happens!
In this episode we are going to be talking about the importance of Shipping as part of the eCommerce Customer Experience.  In my experience the significance of shipping options and the cost of making those happen are often underestimated in relation to the success of an online consumer offering.

I am joined by Rob Hango-Zada, joint Chief Executive Officer at Shippit, a software company that basically connects shipping options presented on a website with service providers to allow maximum choice and convenience for consumers.  From humble origins, Rob and his partner in crime Will On have built a company that powers many of Australia’s leading eCommerce websites.

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

Brand Practice!
In this episode, we are going to talk about Branding, in particular what is it, how do you define it, how do I develop it and why is it important anyway?

For this podcast I talk with Nicola Pickup, Brand Marketing expert and Managing Director of Consulting Firm Conka  I worked with Nicola several years ago launching a new men's activewear brand and whilst we managed the tech, Nicola had the unenviable task of creating a brand from the ground up.  Now, in my experience “brand” as a term has many applications and these usually focus around a “look” but brand means so much more than that and we are going to explore that in this episode.

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

I Say CX, you Say UX, Let's Call the Whole Thing Off...
In this episode we talk about “usability” – what is it, how do you measure it and how do you improve the “usability” of your website and why is it important.  

For this discussion, I was lucky enough to catch up with Matt Pezzimenti.  Matt, founded CRO Agency, Conversion Kings just 6 years ago and has successfully grown it to an international organization servicing clients in Australia, SE Asia and the US.  He’s always my first point of call for any usability-based questions as he works with many of Australia’s leading companies to improve the usability of their websites. 

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

I Feel the Need, the Need for Speed!
In this third episode, we are going to talk about fast websites, in particular: what is fast?  why is it important and how do I optimize my site so that I provide a lightning fast customer experience?

Who better to discuss this subject than subject matter expert, Matt Johnson, Australian GM of website acceleration specialists Section.io (formerly Squixa).  Matt is my go to guy when it comes to fast websites.  He’s the kind of pimp my ride specialist for lightning fast sites.  In all seriousness, Matt and his team are the techies who really understand all the mechanics behind the scenes and never fail in identifying ways to speed up your website.   

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

Everything You Wanted to Know About Product Data But Were Too Afraid to Ask
In this second episode, we are going to be talking about Product Information, and the data that underpins it.  In my experience the significance of product data and data hierarchies are often underestimated in relation to the success of a website.

Now, over the years, my default “go to” person relating to all things data integration is Craig Bennett, Chief Technology Officer at Comestri.  Craig has worked with many many many Australian Retailers to help design and structure their data in order to deliver great online retail experiences. 

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

The Evolution of Email Marketing in Retail
In this first episode, we are going to talk about email, in particular, how the use of email has evolved from a promotional messaging tool to the cornerstone of personalised brand communication for retailers to consumers.

Who better to discuss this subject than industry legend Tink Taylor.  Tink, founded software company Dotmailer (now Dot Digital) 21 years ago and has successfully grown it to a global powerhouse. 

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

Welcome to The Real Tale!

We are on a mission to improve the online retail customer experience.  The Real Tale is a mystery shopping report for online retailers that measures the experience across 200 metric points from page speed, through to packaging, the delivery experience and the returns process. 

In the podcast we chat to industry subject matter experts to discuss and get down to the nitty-gritty of what makes a successful online customer experience.

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business 
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt