Being customer-driven is not as easy to put into practice as some might think

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Rachel Drori has come a long way from the days of filling a shopping cart at Trader Joe’s and packing up healthy, frozen meals for delivery to customers all around New York — all while being nine-months pregnant. As the Founder and CEO of Daily Harvest, Rachel bootstrapped her company from the very beginning, and eventually had a few big names reach out to invest, including folks like Serena Williams and Gwenyth Paltrow. In 2019, Daily Harvest generated more than $125M in revenue and the company is growing. So what makes her meal-delivery service different from the others? …


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Keepsakes, mementos, treasures, heirlooms — whatever you call them, everyone has certain things that they hold dear. For many people, hand-written notes fall into that category. In a world filled with 240-character tweets, rapid-fire text messages, and a stuffed email inbox, getting a hand-written note means more than ever. Even if it comes from a brand.

Personalization is one of the buzziest words in ecommerce, and every business is trying to find a way to give its customers the best, most personal experience possible. David Wachs is helping them with that.

Wachs is the CEO of Handwrytten, a company that uses robots to send personal, hand-written notes. …


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Via unsplash.com

When Hyland was founded, its initial purpose was to help optimize workflows and processes by eliminating filing cabinets. More than 25 years later, as businesses have gone through digital transformations, the filing cabinet mission no longer applies. So Hyland did what any good business does, it adapted by following the data.

”The trick is you have to go where the data’s telling you to go. And if you’ve run certain types of tactics and certain verticals and they haven’t worked very well, you have to be able to then take those learnings and help set expectations”

That’s the advice of Hyland CMO, Drew Chapin and on a recent episode of Marketing Trends, he dove deep into the power of data and why marketers need to let it fuel their decision making. Plus, Chapin discussed the advantages of virtual conferences and why one particular partnership is leveling up Hyland’s game. …


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For many businesses, the checkout experience is never complete. It is estimated that the rate of cart abandonment is somewhere between 80 to 85%. And with buyers at this stage of the funnel, a purchase will happen, but will it happen on your site?

The reason cart abandonment is so high is because the checkout process is often over-complicated, requires too many clicks, asks the customer to provide too much information, the list goes on. There is so much friction involved that customers with intent to buy never reach the point of conversion. …


The best way to chart a path forward is to understand what you are likely to face and plan for it. In business, that means keeping an eye on all of the trends in your industry, analyzing data collected by yourself or others, and letting the insights available to you be your guide.

One of the most popular places to find insights is through industry reports put together by large organizations that have access to billions of data points. The Shopping Index is one of those reports. …


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The world of ecommerce is changing rapidly, and, especially in 2020, the industry has seen an explosion of growth. Now is the time for brands large and small to build and optimize their digital platforms. Throughout the first 50 episodes of Up Next in Commerce, companies from Puma to Rosetta Stone to Bombas and HP have all been reprioritizing how to succeed in the digital world, and while every company is different, there are common themes that have emerged among the success stories.

On a special episode of Up Next in Commerce, host Stephanie Postles was joined by Albert Chou, the VP of Operations at Mission.org, to dive into some of the top trends that have come up in the first six months of shows. …


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Every shopping experience is unique, and every shopper has specific wants and needs. That is one of the biggest struggles brands face in the world of ecommerce. How do you create a customer experience that resonates with and meets the needs of drastically different customers?

This problem is magnified further when you run a marketplace that sells millions of products to tens of millions of users.

eBay has 180 million active users, which, according to Bradford Shellhammer, means there needs to be 180 million different eBays to meet each of those users exact needs. …


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It is rare that a brand has such reach and such impact that people all over the world can not just recognize it, but have memories of using the product for generations.

Crayola is one of those rarities. Of course, Crayola was built around the production of crayons, but throughout its more than 115 years in business, Crayola has vastly expanded its product offerings and worked to build a community of consumers who gather around the idea of creativity. …


What comes to mind when you think about the relationship with your manufacturers? Chances are you have the same picture in your head as so many other brands. You see a series of events that starts with opening a purchase order, and goes down the line of tasks including paying for your items, getting them shipped and then starting the process all over again. It’s a transactional relationship that has seen very little disruption through the years.

But the times are changing, and a company called Italic is leading the charge when it comes to developing a new framework around partnering with manufacturers. Italic is a membership-based brand that gives customers access to products produced by the same manufacturers of the top brands in the world. …


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Brand loyalty is something that every company wants but few actually attain. To build a loyal customer base, you need to provide one of the best experiences possible, offer unique products or services, and deliver on quality and in a timely fashion. It’s a tough ask, and for those in the grocery industry, it’s even more difficult since differentiation between product selection is not as easy as it might be in other verticals.

But when it comes to customer loyalty, there are ways to separate yourself from the pack.

And that’s what Rachel Stephens does as the Vice President of Marketing, Digital and Loyalty for Stop & Shop, a major grocery chain with more than 400 stores and a brand new ecommerce experience to serve its millions of customers. Thanks to the new online platform and through a loyalty program that customers actually want to engage in, Stephens explains that Stop & Shop is finally gaining access to some of the dark data it couldn’t access in the past. …

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Stories & podcasts that make smart people smarter: www.Mission.org. The Mission Daily: www.apple.co/2KMXjhQ. The Story podcast: www.apple.co/2HEcveQ.

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