Consumers want instant gratification from their purchases and sometimes it can feel really intimidating to even try to attempt matching the expectation of 2-day shipping. But what if we told you that you can get your products to every customer in 2 days or Less? Babs King, CEO at Fleo and George Wojciechowski join the show to talk about building the process and technology to meet customer expectations. Listen Now!
Apr 07, 2021•45 min
Product returns can be a total pain. But what if brands used their returns to actually strengthen customer loyalty? In this episode of Step by Step, David Sobie, CEO and Co-Founder of Happy Returns and Zach Goldstein, CEO and Founder of Public Rec join the pod to chat about how returns can actually be painless for the brand and a good experience for the customer, driving their loyalty to your brand. Listen now!
Apr 06, 2021•50 min
94 percent of customers will blame the retailer if the delivery of their purchase goes poorly. In this episode, Adam Gardner, Director of Strategic Partnerships at Route reveals how Route gives customers peace of mind and your brand protection in case of a shipment gone awry. Listen Now!
Apr 05, 2021•42 min
Read the full episode here!
Apr 02, 2021•15 min•Ep. 201
Thank you for being with us for 200 episodes of the Future Commerce podcast. In this episode, we look back on how we grew up from a podcast into a retail media research startup, and how building a show in 2016 led to personal and professional growth. Listen now! 2016 to Present We launched in 2016. Our first guest was Scott Emmons and we talked about the online to offline blur in retail businesses. Every episode has been transcribed at FutureCommerce.fm. Everything we have said is searchable. “T...
Mar 26, 2021•54 min•Ep. 200
This week, Ingrid joins Phillip & Brain to talk about her impressive baby registry, different mommy personas, and how monoculture is affecting their kids. Instacart for CMOs and Podcasts Ingrid helped contribute to Kiri’s new book: “The power that Instacart unlocks has never really been in the hands of retailers or brands. In the year 2020, it has gotten significantly more advanced in the ways we’re able to actually market to a new consumer.” - Ingrid “I think to stand out in podcasting is t...
Mar 19, 2021•1 hr 9 min•Ep. 199
The Instacart Paradox can easily confuse brands and advertisers. Instacart is part marketplace, part last-mile delivery, part advertising space, and yet not fully any of these all at the same time. Kiri Masters joins the pod to explain Instacart and how brands can leverage Instacart as a marketing strategy. Instacart for CMOs Kiri just wrote a new book called “Instacart for CMOs.” “There wasn’t as much written about Instacart as there was about other retail marketplaces and there’s a huge thirst...
Mar 12, 2021•52 min•Ep. 198
The Instacart Paradox can easily confuse brands and advertisers. Instacart is part marketplace, part last-mile delivery, part advertising space, and yet not fully any of these all at the same time. Kiri Masters joins the pod to explain Instacart & how brands can leverage Instacart as a marketing strategy.
Mar 05, 2021•47 min•Ep. 197
Dapper Labs gets a $2B valuation so it's high time we break down NFTs and relate it back to themes from our Vision report. Listen now!
Feb 26, 2021•47 min•Ep. 196
What Are Blands? What are Dazzle Brands? What are Adorkables? “Blands are the identikit army of disruptive direct to consumer startups.” - Ben Schott Blands are DTC brands that all have a neutral and friendly aesthetic, who claim to be unique, but are all the same in terms of their identikit formula, business model, and tone of voice. In WWI, a british artist created a new form of Marine camouflage called Dazzle Painting, which didn’t aim to make anything hidden, but to make it difficult to targ...
Feb 19, 2021•50 min•Ep. 195
Adam Siegel, founder of Recurate , joins the show to chat about how Recurate is promoting retained sustainability through peer to peer resale. The Birth of Recurate and Branded Resale Adam spent over eight years at RILA, the Retail Industry Leaders Association, leading their sustainability and ethical production program and eventually leading the association's first innovation and emerging technology function, now known as RILA’s Retail Innovation Center. Coming from his background in sustainabi...
Feb 12, 2021•48 min•Ep. 194
Jeff Bezos Steps Down & Starting Small When Tim Cook took over at Apple, nobody knew who Tim Cook was and now he’s a household name. Andy Jassy will experience the same. Jeff Bezos started small with Amazon—by selling books. Marc Lore started small with Diapers.com—by selling a diaper. Now he’s building “a city of the future.” We have a new Insiders piece about this. Lean Luxe put out an email recently that mentioned Monocle’s “Digital Decency Manifesto” which was a better take of our Late S...
Feb 05, 2021•51 min•Ep. 193
Our newest report is out now. You don't have to predict the future, we've already done it for you. Get it today at https://futurecommerce.fm/vision
Feb 01, 2021•2 min
Liyia Wu, founder and CEO of ShopShops, joins the show today to discuss ShopShops, the future of online shopping, and how ShopShops is creating the space for the next generation of content creators and influencers. ShopShops and Consumer Behavior “I believe the future of shopping is definitely live and video.” - Liyia Wu Liyia states that they call themselves “Retail First” or “Retailtaimerce”, which is retail, entertainment, and commerce all in one as a platform that serves three sides of the m...
Jan 22, 2021•47 min•Ep. 192
The Internet & Net Neutrality Danny works for the CEO of MediaMath on internal and external policy, as well as projects related to data partnerships and issues around privacy and competition. After leaving the Obama administration, Danny started at MediaMath answering the question of what is wrong with advertising. “There are significantly more actors than in that supply chain than I was aware of beforehand.” - Danny Sepulveda on transparency, misinformation, and disinformation in advertisin...
Jan 15, 2021•45 min•Ep. 191
Today, Brian and Phillip talk about the extension of 2020 into 2021, corporate leadership, and personal data. Corporate Leadership, Shopify, and Your Personal Data Anything related to Donald Trump is effectively not what Shopify wants to promote. Facebook, Twitter, Instagram, and Snapchat have all suspended Donald Trump’s account across their services. This brings to question businesses and their corporate leadership stepping forward. Elon Musk has surpassed Jeff Bezos as the world’s richest man...
Jan 08, 2021•52 min•Ep. 190
Lee Hnetinka, Founder and CEO of FastAF joins the podcast to talk about how FastAF is not only revolutionizing delivery but also offering its members a thoughtful, curated selection of products as a fresh take on the DTC marketplace. FastAF Now & 2021 Scaling FastAF is a two-hour delivery app to get premium essentials delivered, working with the likes of Aesop, Bala Bangles, and Vybes. FastAF is currently available in Los Angeles and New York. Currently, FastAF has micro-fulfilment centers t...
Jan 01, 2021•42 min•Ep. 189
2017 to 2020, Sucharita the Soothsayer In 2017, on FC Ep 2432041, Sucharita said “In the future, brands should be thinking about how they can become marketplaces,” which has come to be true in eCommerce today. In 2020, Sucharita says that divergence is the broad theme of the year: divergence in political thought, essential businesses vs. nonessential businesses, employed vs unemployed, etc. There will be recovery for businesses affected by this divergence, but it might be a longer recovery than ...
Dec 25, 2020•42 min•Ep. 188
Hot Sauces & Future Commerce v2: Conspiracy Theory The Killers have released a hot sauce collab , each named after one of their albums. Phillip used to listen to conspiracy theory radio as a child and was exposed to conspiracies about the X-Files being a vehicle to desensitize us to alien life. Elements of Disney’s The Mandalorian could be seen as a conspiracy theory: Baby Yoda, being cute in his vehicle by The Mandalorian’s side, could be allowing us to normalize putting our children in pan...
Dec 18, 2020•50 min•Ep. 187
Show Notes: If you’re like us, you’ve done an insane amount of jigsaw puzzles in your quarantining. After getting into jigsaw puzzles, Kaylin was tired of staring at stock photos and watercolor scenery and longed to look at beautiful pieces of art while completing puzzles. Thus, the idea for JIGGY was born. Kaylin partners with emerging female artists to create beautiful, artful puzzles for both her customers to enjoy and her artists to make an income. Everything from the puzzle itself, to the p...
Dec 17, 2020•52 min
In episode 3 of Step by Step Season 4, James Le Compte tells us a story of conservation and preservation, and how they have created a luxury brand around an otherwise commonplace confection — chocolate. We dive deep into the psychology of brand storytelling, how you can tell those stories in every channel, and how you can bring tools along to inspire the customer in their purchase journey. Listen now!
Dec 16, 2020•41 min
How does a small-but-mighty team compete with big global brands? Bahzad Trinos tells us exactly how his passion — his obsession — for denim has helped the brand Naked and Famous rise to the top of innovation and admiration from those in-the-know. The denim brand is pushing the limits of what is possible, creating new and exciting opportunities for engagement with the customer. From marketing automation to absurd product innovation, Bahzad teaches us how they're doing more with less, and converti...
Dec 15, 2020•50 min
It’s tougher than ever to attract an online shopper. It feels like everywhere you turn, you have to spend money to acquire a customer, and then spend MORE money to buy their loyalty. How do the big brands do it? How can a startup compete? There are so many channels for customers today and making sense of acquiring, converting, and reactivating these customers is more complicated than ever. Customers are no longer as loyal as they once were and float between brands, and channels, more fluidly tha...
Dec 14, 2020•37 min
Founded in 2015 by Sunny Chadha and his wife, Seema, Venus ET Fleur takes a modern approach to floral design. Inspired by beautiful Parisian hat boxes and featuring Eternity Roses, which are real roses that last a year, the brand hit 20 million dollars in revenue in its first three years and has grown to over half a million followers on Instagram. In this episode, Sunny shares with us his entrepreneurial journey from growing up in New Jersey and working for his father's electronic company, to a ...
Dec 11, 2020•1 hr 22 min•Ep. 186
It’s tougher than ever to attract an online shopper. It feels like everywhere you turn, you have to spend money to acquire a customer, and then spend MORE money to earn their loyalty. How do the big brands do it? How can a startup compete? Find out in our next season of Step by Step, coming next week.
Dec 09, 2020•2 min
Today we talk with Ferris Jumah, CEO of Surge.AI , about big data, AI technology in consumer insights, and the evolution of purchasing funnels. The New DIY DIY used to have a connotation of poor quality or poor craftsmanship but today, it’s more indicative of participation. Online marketplaces are booming with consumers and creators having more meaningful connections with items that could otherwise be more easily purchased. Partnering with Gladly, we’ve created a new report: The New DIY: Creator...
Dec 04, 2020•41 min•Ep. 185
Today we talk with Ferris Jumah, CEO of Surge.AI , about big data, AI technology in consumer insights, and the evolution of purchasing funnels. The New DIY DIY used to have a connotation of poor quality or poor craftsmanship but today, it’s more indicative of participation. Online marketplaces are booming with consumers and creators having more meaningful connections with items that could otherwise be more easily purchased. Partnering with Gladly, we’ve created a new report: The New DIY: Creator...
Nov 27, 2020•58 min•Ep. 184
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!
Nov 20, 2020•51 min
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!
Nov 19, 2020•38 min
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.
Nov 18, 2020•31 min
