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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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ABOUT THIS EPISODE:

In this episode, James Gurd and Paul Rogers discuss examples of innovative and creative executions in ecommerce. They highlight features and designs that enhance the customer experience, add value, and drive smarter business decisions.

The examples include Lily's Kitchen, Atoms, Gymshark:, Rimowa, Civilist Berlin, Patagonia, Nudie Jeans, Motel Rocks & Djerf Avenue.

The episode emphasises the importance of standing out and creating points of difference in ecommerce.

Key takeaways:

1. Innovation in ecommerce involves finding creative executions that enhance the customer experience and drive smarter business decisions.

2. Features like personalised feeding guidelines, stock notifications with product recommendations, and complex product configuration can add value and improve the customer journey.

3. Collecting and utilising product reviews can provide valuable insights and help counter conversion barriers.

4. Customisation options, engaging storytelling, and interactive elements can make the shopping experience more enjoyable and memorable.

5. Size profiling, curated looks, and brand value storytelling can help customers find the right products and connect with the brand's values.

6. Attention to design details, such as animations, iconography, and typography, can create a unique and engaging website.

7. It's important to stand out and create points of difference in ecommerce to drive better outcomes and customer engagement.

In this episode, we discuss BigCommerce's latest product release with Jordan Sim, VP of Product Management, and Joe Comins, director of strategy at leading SI Codal.

The conversation covers topics such as the current direction of BigCommerce's product strategy, the integration of Makeswift into the Catalyst framework, the flexibility and control provided by the visual editor, the workflow management tools, and the advancements in B2B functionality.

Jordan and Joe highlight the importance of providing an unopinionated and flexible platform for businesses to customise their storefronts and manage content.

BigCommerce is focused on B2B strategy, offering unique use cases for manufacturers, distributors, and wholesalers. They are working on creating a marketplace for B2B and B2C experiences. BigCommerce is also developing AI technology to speed up the B2B quoting process.

They are expanding their multi-storefront functionality to support localised blogs, shipping methods, and variant product data. The ability to have subdirectories in domains is supported through Headless and will be available on Stencil in the future.

Tune in to hear directly from the people shaping BigCommerce's product strategy and implementing solutions for ecommerce businesses.

Key takeaways:

• BigCommerce's product strategy is focused on helping customers sell more and equipping them with tools to navigate the challenging retail landscape.
• The integration of Makeswift into the Catalyst framework provides a visual editing experience for composable storefronts, making headless builds more accessible to marketers.
• BigCommerce offers flexibility and control in managing content across the store, allowing developers and marketing teams to customise the visual editor based on their needs.
• The platform provides workflow management tools and publishing controls, enabling collaboration and efficient content creation.
• The advancements in B2B functionality, such as advanced account hierarchy, custom roles, and open-source fire port, cater to the needs of larger B2B enterprises and provide flexibility in mimicking their business structures and workflows.
• AI technology is being used to speed up the B2B quoting process.
• BigCommerce is expanding their multi-storefront functionality to support localised blogs, shipping methods, and variant product data.
• Checkout extensions allow for customisation without the need for a custom checkout.
• BigCommerce is also investing in feed dynamics, including a connector to the Shein marketplace and instant commerce for same-day delivery and in-store pickup.