Innovators in Commerce & Delivery Fluent Commerce

Amazon reshaped the ecommerce scene, so how can small and mid-sized businesses hold their own against retail giants?

To dive into this topic, we’re joined by Joshua Rich, E-commerce Operations Lead at Freedom Furniture Australia, the country's top furniture and homewares retailer. Joshua explains why small and mid-sized businesses should focus their energy and budgets on diversifying and making their value proposition out of their last mile instead of fighting the giants. He also unveils the strategies behind their game-changing order management system, designed to optimize inventory and fulfillment processes while balancing cost and customer satisfaction.

We also discuss:The impact of the COVID-19 pandemic on the home furnishing industryHow Freedom Furniture has excelled in delivering exceptional customer experiences by integrating cutting-edge technology and logistics solutionsThe importance of leveraging data analytics to enhance last-mile delivery servicesWhy leaning into complexity is key to building successful retail marketplaces

Many brands frequently discuss customer centricity, but do they genuinely understand its essence?

In today’s episode, we are joined by Carla Kromberg, Senior Marketing Manager of the DACH Region at Fluent Commerce. With extensive experience in client-side marketing, Carla shares how bringing all employees closer to the company’s clients can foster a sense of trust, ultimately leading to successful customer-centric brands.

We also discuss: 
Why investment priorities need to shift from customer-facing elements to building a comprehensive customer experience, including backend improvements.The importance of a diversified marketing skillset that facilitates cross-functional work within organizations.Carla’s approach to managing resources for advertising campaigns and the common mistakes made before launching an ad.

In this episode, we are joined by Greg Randall, Managing Director & Senior Digital Strategist at Comma Consulting, the author of ”Improve Customer Experiences to Drive Online and In-Store Sales: The 10 Principles to Achieve Customer Experience Success,” and a seasoned expert who has been contributing to the education of the business community for over two decades. Drawing from his wealth of experience, Greg shares how to approach business transformation strategically, leveraging customer-centric data in decision-making and paving the way for success from a client standpoint.

Tune in  as we also discuss:How understanding the consumer journey can provide key insights into the gaps in the online channelThe delicate balance between customer needs and business objectives in the ecommerce spaceWhy are most businesses not maximizing the potential of their online channels, and what steps to take to address this issue

In this episode, we are joined by Angus McDonald, CEO of Barbeques Galore, Australia’s premier retailer of barbecues and backyard lifestyle products. Angus shares insights into Barbeques Galore’s strategy to create unforgettable customer experiences, the integration of advanced technologies like AI and the IoT in retail, and the company’s robust commitment to data.

We also discuss: The importance of knowledgeable team members and ongoing staff development.Angus’ plans to integrate AI into retail and customer experience.Why a clear strategy and unifying guiding principles for delivering omnichannel experiences are key for retail success.

Adapting to new retail tools isn’t just a tech integration challenge — it’s a people challenge. But how do you create a strategy that embraces change while putting people at the center? 

In this episode, Louise Lally, Managing Director of the Louise Lally Training Academy, shares the pivotal role of communication and culture in successfully integrating innovative retail tools into businesses through a people-first approach. 

We also discuss:The impact of culture on staff retention and engagementCurrent trends in 2024 in the retail industryHow embedding business values can propel growth inside and outside the company 

In the US, B2B payments between companies amount to $17 trillion, with only 50% conducted electronically.

This substantial volume of high-value non-digital transactions presents a vast market for ecommerce professionals.

In this episode, Paul do Forno, Managing Director at Deloitte, shares key insights into the benefits of transitioning to digital commerce tools and discusses the strategies and challenges involved in successfully modernizing B2B commerce.

You’ll also learn:
The importance of not only facilitating transactions but also enhancing the overall customer experience in B2B commerceWhy embracing digital commerce tools represents a cultural shiftHow understanding and segmenting personas in B2B form the backbone of success