217 episodes

Are you looking for eCommerce insights, strategy, or operational advice for your eCommerce business? Future Commerce is the leading podcast for founders and operators alike who aren't looking for the next conversion rate optimization tip or how to execute a playbook. It's for those who yearn for something deeper than CRO and PPC. Each week our hosts Phillip Jackson and Brian Lange ask hard questions to founders and executives at successful brands and how they turned their 'making money online' approach into a thriving business.

Weekly essays, blogs, show notes, full transcripts, and quarterly market research reports are available at https://futurecommerce.fm

Future Commerce Podcast: eCommerce, DTC and Retail Strategy Future Commerce

    • Business
    • 4.9 • 64 Ratings

Are you looking for eCommerce insights, strategy, or operational advice for your eCommerce business? Future Commerce is the leading podcast for founders and operators alike who aren't looking for the next conversion rate optimization tip or how to execute a playbook. It's for those who yearn for something deeper than CRO and PPC. Each week our hosts Phillip Jackson and Brian Lange ask hard questions to founders and executives at successful brands and how they turned their 'making money online' approach into a thriving business.

Weekly essays, blogs, show notes, full transcripts, and quarterly market research reports are available at https://futurecommerce.fm

    Robot Work vs. Human Work, feat Ferris Jumah, Founder and CEO of Surge.ai

    Robot Work vs. Human Work, feat Ferris Jumah, Founder and CEO of Surge.ai

    What if retailers didn't have to spend precious time and massive amounts of money in research to break into a new audience? Surge is a real-time market research platform that helps brands quickly identify and target new audiences on search and social platforms. Ferris Jumah, Founder and CEO of Surge.ai joins the show to talk about Surge and its role in Future Commerce's newest report, The New DIY.

    • 57 min
    [Step by Step] How to Build Sustainable CX and Avoid Burnout?

    [Step by Step] How to Build Sustainable CX and Avoid Burnout?

    Customer support and burnout often co-exist in an organization. How do you prevent burnout and have sustainable CX, while running one of the most prestigious brands in the world? Jeffrey Newman, Manager of Customer Care at Porsche shares how he keeps it all in balance. Listen now!

    • 50 min
    [Step by Step] How Does CX Address Modern Customer Expectations?

    [Step by Step] How Does CX Address Modern Customer Expectations?

    Customer Experience is about anticipating needs. For Native shoes, leading with their values helps them to do just that. Their brand promise - to live lightly - is woven into every interaction they have with a customer. To do this, they're using blended teams to help blur the lines between online interactions and offline interactions, creating a seamless, even channel-less, view of interacting with the customer. Listen now!

    • 38 min
    [Step by Step] How Does CX Drive Lifetime Value? (feat. Melanie Travis, CEO at Andie Swim)

    [Step by Step] How Does CX Drive Lifetime Value? (feat. Melanie Travis, CEO at Andie Swim)

    How do you scale truly personal customer experiences? One-to-one CX takes time, talent, and experience. But when you train your customers to be your frontline CX team, that's where the magic happens. In this episode of Step by Step, CEO and Founder of women's swimwear brand, Andie, unpacks how they use technology to scale their brand promise while making every interaction personal.

    • 30 min
    [Step by Step] How to Move From a Contact Center to a Revenue Center?

    [Step by Step] How to Move From a Contact Center to a Revenue Center?

    "Selling is Good Service" says Kate Showalter. She should know - Kate is the Senior Director for Customer Service at Crate and Barrel, overseeing global CX for the storied retailer. Since COVID under Kate's direction, Crate and Barrel has nimbly transitioned their once store-bound frontline sales operation to a fully-digital-capable organization. In this episode we'll learn how she did it, and how you can too, Step by Step.

    • 43 min
    [Step by Step] How Do We Evolve from Customer Support to Customer Experience?

    [Step by Step] How Do We Evolve from Customer Support to Customer Experience?

    Welcome to Step by Step Season 3 by Future Commerce, presented by Gladly.

    This season of Step by Step is all about customer experience. Consumers have reimagined the customer experience, and they expect far more from a service interaction than issue resolution. The service experience is now as important, if not more important, than the product experience. As customer expectations are evolving faster than ever, customers are rapidly moving toward brands that are engaging the way they want to engage, and away from brands that are not. Companies that can keep up with these ever-changing consumer expectations will be the ones driving long term revenue and winning over customers for life.

    • 40 min

Customer Reviews

4.9 out of 5
64 Ratings

64 Ratings

mja1289 ,

Yes yes yes!

Discovered this podcast and fell absolutely in love ❤️❤️❤️. Each week the team talks all things commerce and explores super relevant future forward ideas. Guest appearances top notch. A great listen for futurists, retail geeks, brand marketers and friends of delightful conversation! 🤓💕

rmerrittttttt ,

Ronni A. Merritt

So informational -learned a lot of insightful information. Thank you.

Avantoai ,

Great insights.

Really appreciate Phillip

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