Welcome to this episode of the eCommerce Podcast where we explore omnichannel success looks like with special guest Vikram Saxena of Better Commerce. Our conversation navigates how technology, innovation, and customer-focused strategies win in eCommerce, as well as how the Fragrance Shop turned challenges into opportunities, revolutionising the way we think about retail and customer engagement.

In This Episode, You Will Learn:

• The Power of Mini Warehouses: Discover how the Fragrance Shop transformed each of its stores into mini warehouses during the COVID-19 pandemic, ensuring business continuity and growth.
• Membership Models for Customer Retention: Uncover the strategic implementation of membership models that not only foster customer loyalty but also introduce a new revenue stream. See how making customers feel exclusive and valued can drive retention.
• Balancing Personalisation: Vikram Saxena shares insights on achieving the right balance in personalisation efforts—engaging customers without overstepping boundaries. Learn how to use data wisely for a customised shopping experience.
• Omnichannel Strategies for Success: Dive into the essentials of omnichannel marketing, ensuring seamless customer experiences across all platforms. Understand why it's crucial to treat customer journeys as a web of interactions rather than a linear path.
• Leveraging Technology and Innovation: From headless commerce to innovative business models, explore how technology serves as the backbone of omnichannel success, enabling flexibility and scalability in eCommerce operations.

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