Thank You Come Again

Are you struggling with how to use conversational commerce to drive customer retention? Is it all hype being sold by SMS platforms or is there something more to it?

Stephanie Griffith, host of the Conversational Commerce podcast delivers a conversational commerce masterclass. In this episode we discuss how to humanize commerce, actionable strategies for creating meaningful conversations over channels like SMS, the power of collecting zero-party data over SMS and quizzes, personalization do’s and don’ts, and end with a definition of what Conversational Commerce is really about.

If you’re curious about how to turn conversational commerce into a retention strategy, then this episode is for you!

If you’re looking to turn transactional email and SMS into a retention powerhouse for your eCommerce store, then you need Wonderment. Improve your customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 400+ leading Shopify brands. Check out www.wonderment.com today.

Watch the video format of today's episode here

Follow Blake

Twitter

Connect with Stephanie

Listen to the Conversational Commerce Podcast here

Time Stamps

0:00 - intro

1:34 - Who is Stephanie Griffith?

5:42 - What “isn’t” conversational commerce?

7:13 - Why have marketers lost sight of what makes commerce inherently human?

9:27 - The intersection of selling and conversations

12:10 - The impact of the pandemic on the brand to consumer relationships

17:00 - Back to basics - the definition of commerce!

18:20 - 🌶 Just because it’s personalized, doesn’t mean it’s personal.

22:30 - What data actually matters with respect to personalization?

27:34 - Other strategies for getting zero-party data besides quizzes

33:30 - how to keep conversational data fresh

37:00 - Connecting on a human level via conversations

38:20 - Best places to use conversational SMS

40:50 - Shout out to Joanne Coffey at Jones Road Beauty!

43:40 - Brands who are crushing Conversational Commerce

49:23 - An informed definition: What is conversational commerce?

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A lot of talk is around "tech-enabled retention" tools (like email & SMS) as being the primary driver of getting people to come back and buy again... but good CRO is vastly underrated.

Will Laurenson, a Conversion Rate Optimization Consultant shares his “Big 3” framework for how to get customers to come back and buy again.

Hint: it doesn’t require fancy tools or apps… but instead returns to the fundamentals of consumer psychology.

This is a must-listen for anyone looking to improve their eCommerce website experience.

If you’re looking to turn transactional email and SMS into a retention powerhouse for your eCommerce store, then you need Wonderment. Improve customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 400+ leading Shopify brands. Check out www.wonderment.com today.

Watch the video format of today's episode here.

Follow Blake

Twitter

Connect with Will

Learn more about Will and Conversion Advocates here

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Ari Murray, VP of Growth at Sharma Brands lays out the perfect seasonal drop strategy for DTC eCommerce merchants. In this episode, we break down the entire framework that she’s used with numerous Shopify brands, how to orchestrate across email/SMS, paid ads, and even order tracking pages, how brands like Rhode Skin and Liquid Death are crushing seasonal drops, and much more.

We also talk about consumer psychology, the power of using intelligent upsells in your side cart, what’s in Ari’s tech stack (hint: Klaviyo, Rebuy, Postscript, Unbounce, and Wonderment made the list), and how seasonal drops can work for any brand.

If you’re looking to turn your transactional email and SMS into a retention powerhouse, then you need Wonderment. Improve customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 400+ leading Shopify brands. Check out wonderment.com today.

Watch the video format of today’s episode here

Follow Blake

https://hubs.ly/Q01nwpVn0 - LinkedIn

https://hubs.ly/Q01nwpgB0 - Twitter

Connect with Ari:

https://www.linkedin.com/in/arimurray/

https://twitter.com/arihappywick

Subscribe to Ari’s Newsletter Go-To-Millions: https://workweek.com/discover-newsletters/go-to-millions/

Time Stamps for the impatient

1:04 - Who is Ari Murray?

3:15 - How do you time a seasonal drop strategy?

5:07 - How do you decide what kind of product to release for a seasonal drop?

7:11 - The seasonal drop strategy

10:00 - Side cart, post-purchase and tracking page upsell strategy

11:19 - What to do if you need to ramp up sales velocity post-launch

13:04 - Should you discount seasonal drops?

14:45 - How can we offload seasonal drop inventory after the sales cycle

16:48 - How to run paid media around a seasonal drop

19:14 - what are some of the tools that are powering Ari’s seasonal drop strategy?

20:50 - How to use an order tracking page to cross-promote a seasonal drop

21:52 - Are seasonal drops for every brand? Or do they only work for some verticals?

24:13 Which DTC brands are crushing seasonal drops? -Hailey Beiber’s Rhode Skin

26:00 - Which DTC brands are crushing seasonal drops? - Liquid Death Martha Stewart Candle.

27:40 - What’s in Ari Murray’s BFCM shopping cart?
31:19 - Blake's TLDR recap

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Ben Zettler, is a leading digital marketing and eCommerce consultant and founder of Ben Zettler Digital. In this episode, we break down how to craft a content strategy that keeps customers engaged pre and post-purchase, how to effectively use content in your email, SMS marketing, and social media strategies, what “great” looks like with lots of brand examples, Ben’s favorite content tools, and much more.

We also talk about why email and SMS marketing have become echo chambers for boring content, what you can do to avoid that, why placing your brands content strategy in the hands of a junior employee is a mistake, how tools like Klaviyo, Wonderment and Gatsby are key to content marketing and much more.

If you’re looking to turn your transactional email and SMS into a retention powerhouse, then you need Wonderment. Improve customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 400+ leading Shopify brands. Check out wonderment.com today.

Watch the video format of today’s episode here.

Follow Blake:

https://hubs.ly/Q01nwpVn0 - LinkedIn

https://hubs.ly/Q01nwpgB0 - Twitter

Connect with Ben:

https://benzettler.com/

https://www.linkedin.com/in/benzettler/

https://twitter.com/benzettler

Time Stamps for the impatient

0:43 - Who is Ben Zettler?

3:45 - How good content over email and SMS can sell without selling

10:19 - How do you think about building a content marketing strategy?

14:00 - Conversational SMS as a content marketing strategy

15:35 - Should content be focused on driving sales?

20:23 - How do you differentiate content for non-purchasers and returning customers?

26:09 - How do you orchestrate content post-purchase?

33:17 - If Ben was starting a CPG brand, here’s what he’d do from a content perspective

35:35 - How to orchestrate social media and retention channels like email and SMS to be most effective

38:18 - If Ben was starting a beauty/cosmetic brand, here’s what he’d do from a content perspective

40:27 - Why Gatsby is a gem for creating an influencer marketing strategy

47:00 - What are the top retention marketing tools that Ben can’t live without?

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Stuart Arsenault, CEO at Junip gives a reviews & UGC masterclass for DTC eCommerce brands.

In this week’s episode, we break down how leading Shopify brands like Jones Road Beauty and Olipop capture high-quality reviews, how to 4x your UGC submissions, timing and orchestration best practices, how to optimize your review capture motion, and what the future of reviews and UGC looks like.

We also talk about flying cars, Shopify Unite, the golden rule of eCommerce, “it depends”, and Blake’s height.

If you’re looking to turn your transactional email and SMS into a retention powerhouse, then you need Wonderment. Improve customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 350+ leading Shopify brands. Check out wonderment.com today.

Watch the video format of today’s episode here - https://youtu.be/wO9sevLArf0

Follow Blake

https://hubs.ly/Q01nwpVn0 - LinkedIn

https://hubs.ly/Q01nwpgB0 - Twitter

Learn more about Junip herehttps://junip.co/

Connect with Stuart:https://www.linkedin.com/in/stuartarsenault/
https://twitter.com/stuart_abc

Time Stamps for the impatient
Who are Junip & Stuart- 1:39

Why do customer reviews matter for retail/eCommerce brands? 2:51

Why quality over quantity in review capture? 4:08

Why was Junip built to be optimized for mobile? 6:38

How else can we optimize our websites for review capture? 10:43

Is it OK to ask for a review on a first purchase/when is the right time to ask for a review? 15:26

The Wonderment/Junip Integration 18:46

The future state of review capture real estate + adding review requests on the tracking page 22:02

Why are reviews and UGC critical in driving repeat business? 24:58

The power of responding to negative reviews: 27:43

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Jess Cervellon, Head of Customer Experience at Feastables gives a customer experience masterclass for DTC eCommerce brands.

In this episode, we discuss how Feastables approaches customer experience and engagement, how they're using conversational SMS to connect with customers, how they’ve tackled shipping delays and improved logistics, and what role CX plays in creating repeat, loyal customer relationships.

If you’re looking to turn transactional email and SMS into a retention powerhouse for your eCommerce store, then you need Wonderment. Improve your customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 300+ leading Shopify brands. Check out www.wonderment.com today.

Watch the video format of today's episode here - https://youtu.be/hQSHuPO2nGc

Follow Blake

https://hubs.ly/Q01nwpVn0 - LinkedIn

https://hubs.ly/Q01nwpgB0 - Twitter

Learn more about Feastables over at https://feastables.com/

Connect with Jess https://www.linkedin.com/in/jess-cervellon/

Time Stamps
1:15 - Who is Feastables
1:55 - “What is the day in the life of a CX leader like?”
3:58- “What are some of the CX challenges you’ve faced in such a fast-growing brand?”
4:25 - How to retain launch customers
5:49 - What sort of CX strategies actually take a customer from a first-time to a repeat purchaser and ultimately a brand loyalist
9:00 - “How do you deal with shipping/logistics challenges as a CX leader?”
12:45 - Why invest so much into a transactional email, SMS, and tracking page set up?
13:40 - How Feastables is using Klaviyo + Wonderment to personalize their transactional emails and provide help with the most relevant information to the customer.
15:35 - Overview of Feastables Transactional SMS setup
17:25 - How Feastables is using SMS to scale customer relationships and retain them
21:59 - How Feastables approaches its branded order tracking page to improve the customer experience & drive repeat purchases
25:50- How Feastables approaches communicating order delays with customers and uses data to improve the supply chain to mitigate future delays.
28:07 - How “not” to communicate shipping delays
29:37 - What sort of results has Feastables seen from implementing a transactional setup into their customer experience strategy?
30:35 - Advice on how to improve CSAT, NPS, and Customer Effort Scores via transactional notifications.
33:00 - What’s next for Feastables and the transactional channel?
34:25 - Where can we purchase Feastables?
35:29 - Top 6 takeaways from the entire episode

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Cameron Faist, Director of Ecommerce at Aura Bora gives an eCommerce masterclass on all things retention marketing & customer experience.

In this episode, we discuss how Aura Bora has turned their transactional channel into a customer experience & retention hub, what their entire setup looks like, how they turn shipping delays into opportunities, and what keeps their customers coming back again and again.

If you’re looking to turn transactional email and SMS into a retention powerhouse for your eCommerce store, then you need Wonderment. Improve your customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 300+ leading Shopify brands. Check out www.wonderment.com today.

Watch the video format of today's episode here - https://youtu.be/pdJ7Ht1ieA0

Follow Blake

https://hubs.ly/Q01nwpVn0 - LinkedIn

https://hubs.ly/Q01nwpgB0 - Twitter

Learn more about Aura Bora over at www.aurabora.com

Connect with Cameron https://www.linkedin.com/in/cameronfaist/

Timestamps

Intro 0:00
Who is Aura Bora 1:21
Why has Aura Bora invested in the transactional channel? 2:30
What role does the transactional channel play in Aura Bora’s overall retention strategy? 5:40
Overview of Aura Bora’s transactional emails and order tracking page 7:50
Why go all in on branded transactional emails and tracking pages? 8:57
The best transactional email Aura Bora sends 12:38
How the order tracking page is increasing customer engagement 14:15
What results have the transactional channel yielded for Aura Bora? 16:35
How to perfectly time a customer review request 18:25
Shipping delays are opportunities to retain customers 21:20
12: Biggest lessons & takeaways from the episode: 29:18

Thank You Come Again: Recent Episodes

Blake Imperl