Created with Sketch.
Future Commerce Podcast: eCommerce, DTC and Retail Strategy
56 minutes | Jul 23, 2021
Taking On International Fulfilment with ShipBob (feat. Casey Armstrong, CMO of ShipBob)
Building for the Future of Ecommerce LogisticsShipBob is a full service fulfillment platform coming out of a remarkable Series E that clocked in at $200 Million. ShipBob has been a partner of Future Commerce for a while now and we couldn’t wait to talk about this incredible raise.There are a lot of different shipping solutions across the buyer journey, and it can lead to a bit of confusion. ShipBob is helping break this confusion by being the one solution, which is what customers, merchants, and consumers want. It does this with integrations to multiple labelling and order management systems, all available through an integrations marketplace.“One of our goals is to continue to build a solution that works for people who are just getting started that can scale up like mentioned with international B2B, so you don't have to look elsewhere.” -CaseyHow do retailers determine what an operator's capabilities are and what they could do specifically for your brand?“It's something we've already been investing in for a while, and we are seeing these people as direct to consumer and just eCommerce continues to evolve that have worked at a lot of companies that have scaled well. I think we're just going to see more of that. And again, it's going to be tough. People make some of the bad hires just like they will for any role.” -CaseyThere’s a beauty to this industry, and there is a lot of opportunity for growth and complementary solutions.Associated Links:Learn more about Casey Armstrong and ShipBobLet us know what you think the future of all things shipping looks like at email@example.comSubscribe to InsidersListen to our other episodes of Future Commerce
58 minutes | Jul 16, 2021
Walmart Health and the Consumerization Healthcare (feat. Marcus Osborne, Vice President of Walmart Health)
The “84-Point Check”, but Make it HumanWith almost a million and a half associates in the United States and 150 million customers in stores and online, it's safe to say they’re one of the largest retailers in the world. But what are they doing in health? A lot, it seems.Walmart has been in the healthcare world since the 70s; they realize that they have a significant role to play. With 90% of Americans living within 15 miles of a Walmart, they’re aiming to address the care needs of people and help get access to basic healthcare in an affordable way.“How do you engage customers in healthcare? … By building robust omnichannel experiences that aren't about one channel but are about how all these various channels can come together to create something far more robust.” -MarcusWith omnichannel systems coming online in healthcare it’s providing more opportunities for personal monitoring systems, taking a proactive approach to healthcare. You take your car to the shop and get an 84 point check on maintenance; why not an 84 point check on humans? “I'm not looking for one size fits all. I'm looking for a solution that is one size fits one.” -Marcus. This approach brings a personalized experience for every person, creating a revolution of diagnostics. Not only is healthcare being affordable broken, but also the speed of care. Patients have to go through multiple doctors, specialists, and tests to get the answers they need weeks later, while also not knowing how much it will cost them in the end. This revolution of diagnostics will ultimately result in a more efficient healthcare system that most Americans can afford. COVID helped accelerate healthcare as we know it today, showing us that speed of care can happen. If it can happen in an omnichannel or a parking lot, then it can happen in the office as well. “We as consumers deserve to be treated better than the system has treated us, and we deserve to have more access. We deserve to have things be more convenient and we deserve to be treated better and have things be simpler.” -MarcusWalmart Health is on the road to greater access for all Americans. One of the ways they're doing that is by looking at the communities with greater demand, a net health need. This method is what has driven them to open in cities in Georgia, Illinois, and more.A consumer and a patient are one in the same. Consumers want high quality, for things to be affordable, convenient, simple, and they want a choice. Patients want all the same things. Associated Links:Learn more about Marcus Osborne and Walmart HealthLet us know what you think the future of healthcare looks like at firstname.lastname@example.orgSubscribe to InsidersListen to our other episodes of Future Commerce
47 minutes | Jul 9, 2021
What does a CDP do? Provide Real Time Relevance at Scale (feat. Josh Francia, CGO of Blueshift and Houman Akhavan, CMO of Carparts.com)
“OMG CDP” Wait. What exactly is CDP? Customer Data Platform.Wielding CDP well means brands can provide a freaky-personal experience for customers.Customers will freely give brands their first-party data if it means their experience will be better. Don’t blow it by making their experience worse.“If the expected behavior is convenience, then not only it's not freaky, it's what they're hoping and expecting you to do and they reward you with that with more activity and more loyalty over time.” - JoshCDP can power personalization and segmentation efforts. How do we know if this is too “big-brotherish?” Look at your open and click-through rates.“If your open rates are suffering, then, hey, something's wrong with your messaging strategy and what you're personalizing around.” - HoumanClick-through and open rate metrics are direct indications of how much your customer is enjoying your content.You can’t manage privacy compliance issues only through email anymore. CDP’s are important in helping manage privacy issues, etc.“When customers opt into giving you data, if they never see the net benefit of that and it only benefits your business, then the customers aren't going to keep giving you data.” - BrianThe writing has been on the wall, regulatory changes are coming in customer privacy. Houman is combating this by doubling down on Carparts.com’s first party data strategy.CDP should ultimately be used to build a meaningful relationship and loyalty with your customers.“The future of customer engagement is real time relevance at scale” - JoshAssociated Links:Learn more about Josh Francia and Blueshift at Blueshift.com or Blueshift on LinkedIn.Learn more about Houman Akhavan and Carparts.com at Carparts.com or Carparts.com on LinkedIn.Subscribe to InsidersListen to our other episodes of Future Commerce!Our mini-series, Step by StepOur sister podcast, Stairway to CEO! Have any questions or comments about the show? Let us know on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!
77 minutes | Jul 2, 2021
Insights Per Minute- Shopify is subsidizing R&D with its App Developers
The Multiverse is Real “Brands are like cows because it’s very easy for them to understand how things affect them, but it's very hard to see how things in the world affect others.” -BrianTechnology can act as a containing—or limiting—factor. It can enable cost savings, but it can also be an enabler of more meaningful interactions.Shopify is looking to the future as a global empowerment of a merchant classDigital channels for legacy retailers boomed during the pandemic. Why? Default behaviors are latent. We will always regress to defaults, especially in a retail context. Best Buy is a great example of this; as are Lowes and Home Depot. Digital success was bolstered by physical defaults.For the first time in a decade, eCommerce is facing headwinds. Why? Because traditional brick and mortar retailers are experiencing tailwinds due to reopening. The roaring twenties will prove to be difficult for eCommerce businesses.Where is luxury headed? Luxury is the silence of money and not constantly being barraged with ads.Associated Links:Check out Brian’s Insiders piece: How Now Brand Cow: On Operational Efficiency in Ecommerce TechSubscribe to InsidersListen to our other episodes of Future Commerce!Our mini-series, Step by StepOur sister podcast, Stairway to CEO! Have any questions or comments about the show? Let us know on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!
56 minutes | Jun 18, 2021
Millennials Think They Invented Everything
The Internet is a Literal WebCongratulations to friend of the show, Ian Leslie, and to Industry West for ranking on 2PM’s DNVB list and for Adobe Experience Maker Awards. Phillip and Brian talk about the Adobe Experience Maker Awards, the rankings, and ask the question of how some brands are ranked so highly. Millennials didn’t invent meal prep delivery. Schwann foods, and catalog delivery — even the milkman — are all examples of modern reimagining of pre-existing retail models.In eCom news, Shopify continues to eat the world, bringing in another investment of Stripe, and launching payments buttons across Google Shopping and Facebook — without the need to be operating a Shopify store. The BNPL ecosystem has stratified into much clearer offerings, as Phillip lays out the roadmap for Afterpay, Affirm, and Klarna.“The world is reopening… New York City no longer has any covid restrictions. San Francisco opened up officially yesterday; the biggest cities are coming out of covid and physical retail is back. I feel like Afterpay is the big winner here in the latter half of the year, if I had to bet the way that people would be using this like everyone, every channel has to deal with the fact that physical retail is coming back.” - Phillip“The internet is held together by spider webs.” - BrianMost people’s first ecommerce purchase was probably a digital property. Paula’s Choice is the original direct to consumer brand, and predates what we know as the modern web. Launched in 1995 it was one of the first beauty brands online, and predated Google by 3 years. The first-ever secure online purchase was a copy of “Ten Summoner’s Tales”, a solo album by Sting. Associated Links:Insiders #088: Paula’s Choice: On Blind Spots and Phase CancellationIndustry West2PM DTC Power ListAdobe Experience Maker AwardsSubscribe to our weekly newsletter: futurecommerce.fm/subscribe Check out our latest research piece, Service is the New StorefrontHave any questions or comments about the show? Let us know on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!
58 minutes | Jun 11, 2021
Fast Isn't Solving Payments, It's Solving Identity (feat. Domm Holland, Co-Founder and CEO of Fast)
Headless CheckoutDomm gives the story behind the creation of Fast, how a family member forgetting a password sparked an idea for easier checkouts across all platforms.“Our goal is to build a consumer network” -DommThe challenges faced as a leader and facing polarizing feedback.“It’s our job to protect consumer data, and consumer payments. This is typically the default relationship that consumers have with businesses, it’s a default trust.” “It's the logical place where those three need states and those three very broken things about the sort of stateless being of the web converge.” - Phillip Associated Links:Learn more about Fast here: https://www.fast.co/Get our latest report here: Service is the New StorefrontListen to more episodes of Future Commerce!
45 minutes | Jun 4, 2021
[Step by Step] How Can I Leverage 3PL and xMS to Increase Revenue?
Check out Shippo here: https://goshippo.com/futurecommerceListen to all of our previous Step by Step seasons here: https://futurecommerce.fm/stepbystepFind our other Future Commerce episodes here: https://futurecommerce.fm/future-commerce-podcastHave any questions or comments about the show? Contact us at Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn.
40 minutes | Jun 3, 2021
[Step by Step] How Can I Utilize Shipping to Curate a Great Customer Experience?
The Post-Purchase ExperienceConsumer expectations are almost unfair for smaller businesses. But that doesn’t mean brands can’t continue to provide a great post-purchase experience. Many brands have turned to 3PLs to help meet the demand of fast shipping and to keep shipping costs lower. “Brands have to be more transparent with customers. They need to give customers a choice around what services they offer and the price. A lot of brands are starting to use 3PLs to meet the customer demand, which means they're storing inventory somewhere else throughout the country to get shorter deliveries. Brands need to communicate with shoppers after the purchase in a way that conveys the brand message differently than just an email saying your order has been shipped.” - Matt CrawfordIt’s more than just shipping, it’s about creating a memorable post-purchase experience. It’s about connecting the “front office” with the “back of house.” “I think of the post purchase because I try to make it a marketer's problem, not a person in the warehouse problem.” - Matt“When you improve shipping and you offer different options around shipping, it's almost like having additional products on your site.” - BrianAssociated Links:Get connected with Shippo!Listen to our other Step by Step seasonsFind our Future Commerce episodes here: https://futurecommerce.fm/future-commerce-podcastHave any questions or comments about the show? Contact us at Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn.
44 minutes | Jun 2, 2021
[Step by Step] How Can Marketplaces Leverage Shipping?
In this season of Step by Step presented by Shippo, we ask the question, “How can I leverage shipping as a growth engine for my business?” In this episode, we talk to James Kawas, Co-Founder and CEO and Dani Arnaout, Co-Founder and CTO of Flyp about how they built their unique marketplace of professional resellers and the role of shipping in building their business.
31 minutes | Jun 1, 2021
[Step by Step] How can I wield shipping to acquire new customers and build loyalty?
In this season of Step by Step presented by Shippo, we ask the question, “How can I leverage shipping as a growth engine for my business?” 2020 saw a huge boom in the already booming eCommerce world. In this episode, Keith Austria, eCommerce Manager at Decorware International, joins the show to discuss how shipping has changed in the last year and how Decorware has utilized shipping to grow through the last year and to build on the momentum in eCommerce during the pandemic and how Decor Ware plans to make their shipping better than ever before.
30 minutes | May 31, 2021
[Step by Step] - Why Should I Prioritize Shipping in My Business?
Brands have no choice but to be online now. With rising consumer expectations, most businesses think of shipping purely as a cost center, but in this season of Step by Step, we partner with Shippo to help you understand why shipping can be leveraged as a growth engine. We’re emerging from the highest period of growth in eCommerce, which means shipping has also increased for retail brands. In this first episode of Step by Step, we chat with Michelle McNamara, Senior Marketing Manager at Shippo about why shipping has become a central part of retail businesses and what brands can do to shift their mindset into thinking about shipping as a differentiator and as part of creating delight in their customer experience journey.
55 minutes | May 28, 2021
“Bigger Than the Plant-Based Revolution” feat. Kevin Rutherford, CEO of Nuun Energy
The 16-Year Old CPG StartupKevin shares his incredible work at Nuun Energy and their growth of being acquired by Nestlé Health Science.Sustainability and ESG are at the forefront of product innovation for Nuun, but category innovation and form factor are top of mind in fast moving consumer goods and CPG, as well.When it comes to health and creating new connections, information is right at our fingertips. Having information right when we want it is evolving our purchasing behaviors. This evolution means that we can make better decisions around health.“I'm less worried about competitors coming in at this moment because I think it's going to continue to expand functional hydration — because it's a universal need that is bigger than the plant based revolution that's happening within food. I truly believe that.” -Kevin“Think about plant based milk alternatives, where it started. It was soy milk and a tetra pack in the center of a store. Commerce wasn't even really a factor then. Today, it's sold and surging within eCommerce, but also now positioned in the dairy case right beside the milk alternatives. What I foresee happening is it's going to be looked at less as functional hydration as an alternative; [instead] it's going to be toe to toe, side by side with the way people look at beverages now... It's going to be a substitute, much like you're seeing in dairy alternatives [versus] dairy itself.” - Kevin“We have the toolset to capture new data points that we can optimize for our personal bodies.” - Brian “Innovation is renovation. It's innovation for new need states” - Kevin Associated Links:Check out Nuun Energy here: https://nuunlife.com/Get our latest report here: Service is the New StorefrontFind our other episodes here: https://futurecommerce.fm/future-commerce-podcastIf you have any comments or questions about this episode, you can reach out to us at email@example.com or any of our social channels. We love hearing from our listeners!
56 minutes | May 21, 2021
Laser-Focused on Profitability (feat. Pashmina Lalchandani, Co-Founder of Bar & Cocoa)
Fair Trade, Fair Labor, and Sustainable Chocolate is PossibleShipping chocolate is challenging enough, but sourcing and housing craft chocolate from global suppliers, and creating a marketplace for consumers who have very specific expectations around buying and consuming chocolate is harder still.The challenges of creating a great customer experience with shipping delays in the midst of COVID created issues in the logistics industry, and those had massive impacts on the quality of the product at the time of delivery. Some chocolate only arrived a month post-purchase, at which point it wasn’t consumable. This represents a problem in a luxury chocolate perishable category, when you’re at mercy of carriers and covid-related delays.“I don't think the mission makes us grow slower, but I think my focus and laser focus on becoming a profitable company, you know, kind of meters our growth. And because we're not funded, because it's like something that has been bootstrapped, we don't have the luxury of throwing thousands of dollars into ads or marketing and having that long cycle of seeing a return on our investment with customer acquisition.” —PashminaThe connection formed to chocolate as a kid reflects the outcome adults make in wanting to take the leap towards craft chocolate.“You have recipes and a whole ecosystem built around chocolate and the brands with those...so you're not just unseating a single experience, you're unseating experiences across multiple food ecosystems, which is another challenge and also an opportunity.” -BrianBar and Cocoa are MBE-certified as a minority-owned business, and supports minority and BIPOC growers and founders. Their focus on doubling their Made at Origin chocolates have allowed them to support more people who are growing cacao at the source. As Pashmina says, “rather than just for these countries importing beans, the chocolate is staying there and being sourced locally, made locally by local manufacturers, whether they own the farms, whether they're working directly with the farms there.” Associated Links:Check out Bar & Cocoa here: https://barandcocoa.com/Get our latest report here: Service is the New Storefront
53 minutes | May 14, 2021
For The Love of Content Creation - feat. Aja Singer, Brand and Strategy Consultant and Creator of For The Love
Content Creation and Open-Ended ConversationsFor the Love is a DTC newsletter covering mission-driven companies and aims to provide meaningful content for entrepreneurs and founders.The trio shares the joys and pains of producing weekly content and how that informs their own understanding of the market.Creating content is a means of learning and growing, and developing a cadence that requires you to get better over time.“I don't think of myself as the authority on all of these topics. I am trying to learn about them. And so I'm having these conversations and trying to convey that as best I can.” - AjaThere is a lot of good conversation and community building happening in the DTC media world, but there is still so much room to grow in providing spaces for diverse voices to provide their perspectives. For The Love seeks to have conversations with founders about the things that help to build a more charitable and equitable brand community.Aja aims to invite open-ended conversations from those she interviews to make deeper, more tactical information more readily available.“Something needs to be meaningfully different to be relevant” - AjaOn innovation in DTC companies: “Can we provide premium product to people without a premium price tag? And I think that was the original intention of direct to consumer.” - AjaAssociated Links:Subscribe to Aja’s newsletter, For the Love!Find Aja on Twitter here. Sign up to receive our newest report, Service is the New Storefront, dropping next week!
54 minutes | May 7, 2021
Rally and The Age of Fractional Ownership (feat. Rob Petrozzo, CPO of Rally)
Nostalgia and MonocultureRob shares the story of how Rally acquired a copy of the Declaration of Independence, and their plan to make it accessible to the publicGen Z is growing up to be a completely different wealth creation cycle then the one that currently existsRob breaks down how Rally operates, the legal system that makes their IPOs possible, and how the system they created is both an online and in-person museum“We tried to create an ecosystem that is built around access but has a little bit for everybody involved, people that care about these assets individually.” - Rob “It's more important to have one of those sort of the Genesis moment of a franchise that I truly do believe has staying power and will live forever, then it is to have stock in a company where I'm beholden to, you know, a car manufacturer and something that's a little bit disconnected from the CEO of that company right now.” - Rob By keying in on nostalgia, Rally is unlocking the interest of a new type of investor. Nintendo’s mark on the culture has a strong nostalgia with a current generation experiencing new liquidity, looking to invest into new asset classes.“Anything that has that huge enthusiast group, the people who really care about it, has gotten out of reach because of access or price, that's a space that we want to be in.” - RobSpeculative future assets may be absurdist in nature. An example Rob gives is a Theranos centrifuge. It may not be worth much now, but acquiring it now for its potential future value is something that Rally thinks a lot about as they build for the future.You cannot buy spent Chernobyl fuel rods on Rally (yet).Associated Links:https://rallyrd.com/https://www.instagram.com/rally/?hl=en
65 minutes | Apr 30, 2021
The Future of eCommerce Agencies is Discourse- Our past informs our future decisions.
The agency world doesn’t get enough respectAgencies are a necessary part of fractionalizing expertise. Legal and accounting are good examples of fractionalized professional services.The more mature you are as a business, the more it becomes imperative to bring those capabilities in house.Proof points of DTC brands who acquired professional services: Ro and GlossierAgencies are concentrators of expertise. Commerce platforms, like Magento, require domain expertise and platform specialization to implement — and many brands lack the ability to run this kind of operation in-house.“I don't think the agency world gets enough respect and agencies are concentrators of talent. Like they are concentrators of expertise. And the last time I looked, technologists make the decisions that create the experiences that your customers interact with.”Creating an anti-competitive ecosystem in eCommerce requires rethinking power structures. Brian recapped thoughts on this process of questioning those power structures, relating back to his Insiders piece: Rethinking Brand Power Structures“You are who you are because of the things that you've seen and the experiences you've had. That has a huge bearing on the way that we think of whatever the future is, because the future is determined by what's happened in the past”Associated Links:Check out Brian’s Insiders piece: Insiders #080: Rethinking Brand Power StructuresThe Future of Services Is Value Orchestration Let us know what you thought about the episode on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn.Have any questions or comments about the show? You can reach out to us at Hello@futurecommerce.fm or any of our social channels; we love hearing from our listeners!
56 minutes | Apr 23, 2021
"Headless with a Brain" feat. Bryan Mahoney, CEO and Co-Founder and Henry Davis, CEO and Chairman of Chord
The Big Pivot: From Physical Products to Headless CommerceThe core idea of the pivot from physical products to software was the basis of our piece in Insiders #070: Phenomenological Brands, which is how we booked Arfa (now Chord) to the Show.The Chord team’s background in deploying technology at Glossier informed the need for unique eCommerce experiences, and headless represents a shift from the template-driven sameness of eCommerce today, to a new limitless futureHenry breaks down a new announcement, the name change from Arfa to Chord, a stronger focus on business software, as well as acquiring business intelligence company, Yaguara.Arfa was rated as #4 in our “Amazon Prime Challengers” category in our Spring 2020 Nine by Nine reportThe technological evolution of headless commerce allows for a fundamental revolution in direct to consumer “To make real value at some point, you’ve got to walk away from something that's worth something.” - Henry Proprietary competitive advantage is a meaningful way to make your entire business better, and what will impact everything else.“We need to move the conversation beyond build versus buy. It's really buy the right thing and then build around it. And if you can't build around it, then it's not the right thing.” - Bryan M.“Our very unique position on this is not just about headless, it's about the brain as well. Having the tools is half the battle. Knowing what to do with them is the other half. And that's our very strong position that we arrived at as operators.” - Henry Associated Links:Nine by Nine Reporthttps://chord.co/https://www.glossier.com/Let us know what you think on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn.Have any questions or comments about the show? You can reach out to us at Hello@futurecommerce.fm or any of our social channels; we love hearing from our listeners!
78 minutes | Apr 16, 2021
"Well Made": You Need to Have a Reason Why Something Should Exist feat. Stephen Ango
Stephan Ango, Host of the Well Made podcast, joins Phillip to talk about how customer expectations, sampling behaviors, and how the software world applies to the physical world. Listen now!
59 minutes | Apr 9, 2021
[Step by Step] Why Don’t Customers Trust a Five Star Review? (feat. Eric Smith, VP of Business Development and Partnerships at Shopper Approved and Ryan Garrow, Director of Partnerships Logical Position/Owner at Joyful Dirt)
A perfect rating isn’t perfect. Who knew? Validation on the web has been undermined by farms and bots, and trust is harder to build than ever before. Technology can solve for some of the challenges in building trust with your customers. In this episode we dive into the the complexity of building trust, and the paradox of how running an Amazon Prime operation can help you get better at delivering in DTC. Listen now!
46 minutes | Apr 8, 2021
[Step by Step] How Can I Turn Customer Segments into Personal Connections? (feat. Ben Parr, President and Co-Founder of Octane AI and Jason Wong, Doe Lashes & Wonghaus Ventures
🎶Let’s get personal, personal...🎶 But seriously, we have this bad habit in eCommerce to turn customers into segments and numbers and forget that they’re people. Ben Parr, President and Co-Founder of Octane AI and Jason Wong, of Doe Lashes & Wonghaus Ventures join the show to talk about making segments personal, organic, and engaging for the customer. Listen Now!
Terms of Service
Do Not Sell My Personal Information
© Stitcher 2021