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 ..read more

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 ..read more

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 ..read more

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 mean ..read more

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 com ..read more

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 w ..read more

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 gre ..read more

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 bo ..read more

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 bo ..read more