In this episode we are going to be talking about Customer Loyalty and the data that underpins it. In my experience Customer Loyalty means different things to different retailers and I really want to get to the bottom of what makes a good loyalty programme, what does it deliver for the retailer and the customer and why do I need one?

I have been struggling to find someone suitably qualified and with the appropriate depth of experience to really get under the hood of a great loyalty programme and answer these fundamental questions. I was delighted to present a webinar recently with Ana Samkova, Group GM of Digital at the PAS Group whereby we had a brief and enthusiastic conversation about Loyalty. 24 hours later and Ana was urgently invited to come and record this podcast! "

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

In this episode we talk "all things" relating to payment as part of the eCommerce Customer Journey. In my experience the payment process is not well understood and is often underestimated in relation to the success of a website.

I am joined by Fran Ereira, Country Manager for Klarna. Fran has always impressed me with her industry knowledge and boundless energy and enthusiasm. So when it came to discussing “payments” this was a great opportunity for me to tap into a heap of experience that she possesses in this sector.

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt

Ship Happens!
In this episode we are going to be talking about the importance of Shipping as part of the eCommerce Customer Experience. In my experience the significance of shipping options and the cost of making those happen are often underestimated in relation to the success of an online consumer offering.

I am joined by Rob Hango-Zada, joint Chief Executive Officer at Shippit, a software company that basically connects shipping options presented on a website with service providers to allow maximum choice and convenience for consumers. From humble origins, Rob and his partner in crime Will On have built a company that powers many of Australia’s leading eCommerce websites.

About Paul Downs, your host:

Paul is an experienced retail technology expert with over 25 years experience that spans working both in-house and consulting to a range of international retailers.

• 25 years experience in eCommerce and IT
• Business Transformation expertise
• Runs own Retail Consulting business
• International career spanning large UK and AU retailers
• NRMA, Diageo, General Pants, Lorna Jane, Camilla, Pillow Talk, Dusk, Rebel Sport, BCF, Super Cheap Auto, Oroton, MJ Bale, SHEIKE, Matt Blatt