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ABOUT THIS EPISODE:

Paul Rogers speaks with Anton Johansson, founder of Grebban, about the evolving landscape of ecommerce design and branding. They discuss the importance of creating a compelling brand experience, the shift towards investing in creative over development, and the role of AI in enhancing customer interactions.

The conversation also touches on the significance of community engagement, the impact of dopamine culture on design, and emerging trends in ecommerce. Through case studies like Djerf Avenue, they explore how innovative design can drive customer loyalty and conversion.

Key takeaways:

1. Investing in creative is essential for brands to engage customers.

2. Ecommerce design should focus on brand experience, not just transactions.

3. AI will significantly change the shopping experience in the future.

4. Community engagement is crucial for building brand loyalty.

5. Dopamine culture influences how users interact with websites.

6. Design subscriptions offer a continuous approach to creative needs.

7. Personalisation will become more advanced with AI technology.

8. Static websites struggle to retain user attention; interactivity is key.

9. Using two agencies can enhance both creative and technical aspects of projects.

10. Emerging design trends emphasise community and interactive elements.

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Flexible working is a hot topic. Amazon is the latest company to stir up debate around the virtues of giving employees the best possible work/life balance.

A CBI Employment Trends survey found that 99% of all businesses surveyed believe that a flexible workforce is vital or important to competitiveness. BUT...

Flexibility means different things to different people e.g. working around school runs, being able to work from home, starting later and finishing later, not having to take annual leave for appointments etc.

And you need to consider diversity and inclusivity.... it's not as easy as it looks!

We borrowed a quote from Sara Russell, Marketing Director at 5874 Commerce to kick start our debate:

“So does the eCommerce industry need flexible working? If we want to attract and retain top talent, keep our teams engaged and provide top-level customer satisfaction then yes we do.”

Tune in to listen to different approaches from three highly respected digital leaders: Ross Allsop, Director of Growth at PANGAIA, Dan Partridge, CEO at leading Shopify partner Swanky (Shopify Plus Agency) and Paul Rogers, MD at award winning digital agency Vervaunt.

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ABOUT THIS EPISODE:

This podcast delves into the evolving landscape of return strategies in ecommerce, emphasising the need for retailers to shift their perspective from viewing returns as a cost & policy to recognising them as an important customer service.

The discussion highlights the complexities involved in managing returns, the hidden costs associated with poor return management, and the growing concern of return fraud. Additionally, we explore the impact of return policies on customer loyalty and the importance of defining fair usage.

As more major brands starts to embrace paid returns and reset customer expectations, we also explore technological innovations that can help you streamline return processes and improve customer experiences, ultimately helping you take greater control of your returns strategy and process.

Key takeaways:

1. Returns should be seen as a service, not just a cost line: services get invested in whereas costs get cut.

2. Poorly managed returns can lead to significant hidden costs.

3. Return fraud is a growing concern that needs addressing.

4. The impact of returns on customer loyalty is significant.

5. Defining fair usage in return policies is essential for sustainability.

6. Technological innovations can streamline return processes.

7. Data analytics is key to understanding return impacts.

8. The future of returns will involve more personalised and data-driven approaches.

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