Natalia Chappell is a Digital Marketing consultant focused on scaling up eCommerce businesses.

She’s recently finished a role as Head of eCommerce at THG. That’s The Hut Group, home of multiple eCommerce brands across beauty, luxury and nutrition including Cult Beauty, Look Fantastic and Coggles–the luxury fashion brand that Natalia has most recently been focused on growing.

Hit PLAY to hear:

• The importance of data in any business
• Why there should be a balance between customer acquisition and retention
• How influencer and loyalty programs work hand-in-hand
• The challenges that come with working in silos
• Why there’s a need for continuous testing, learning, and adaptation

Key timestamps to dive straight in:

[05:40] Coggles: Luxury boutique supporting up-and-coming brands.

[08:54] Understanding and defining your customer is crucial.

[12:22] Focus on quick wins, prioritize projects efficiently.

[16:05] Loyalty programs to retain customers can boost sustained growth.

[17:58] Influencer loyalty drives successful business growth.

[22;29] Test and learn, and stay on top of trends.

[23:50] Natalia’s Top Tips!

Full episode notes here: https://ecmp.info/491

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Danielle Malconian is the CEO at Vikki Vi and Plus by Design. She started Plus by Design as an online fashion store selling to the Plus size market in 2001 and took over plus size fashion brand Vikki Vi in 2008 which wholesales to both Plus by Design and other retailers. Across wholesale and their Shopify store the combined revenue is now $1.5million annually.

Hit PLAY to hear:

• Plus by Design’s focus on plus-size fashion
• How product quality and fit are key factors in the industry
• Danielle’s strategy for reaching more customers through wholesale
• What online retailers can do to enhance customer experience
• Building and leveraging customer loyalty

Key timestamps to dive straight in:

[05:28] Vikki Vi brand - classic, loyal, professional, customer.

[08:47] Customers value choice, but struggle with availability.

[11:29] Scaling up clothing sizes requires thoughtful fit.

[16:34] Maximizing customer loyalty through various strategies discussed.

[17:14] Taking loyalty for granted, embracing VIP program.

[19:31] Danielle’s Top Tips!

Full episode notes here: https://ecmp.info/490

Contact SHOPLINE >>> https://ecmp.info/shopline

Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie

Get all the links and resources we mention & join our email list at https://ecmp.info

Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.

Interested in being a Sponsor? go here: https://ecmp.info/sponsor

Nicky Lomax is a super star CRM leader–most recently spending 4 and a half months at global fashion retailer Ted Baker as Head of CRM to build and train the new team, fix the CRM tech stack and database, launch SMS, cut costs, and put in place a killer strategy for 2024.

Hit PLAY to hear:

• The importance of CRM in eCommerce
• How to start building your CRM strategy
• Going about doing a CRM audit
• Why negotiation is an crucial CRM skill
• The role of the team and leadership in CRM

Key timestamps to dive straight in:

[03:32] Nicky’s eCommerce journey.

[07:36] Cost per acquisition is going up; focus on retaining existing customers.

[09:05] Get into SMS and get your strategy right.

[14:03] Assess strategy, reporting, team, tech, and delivery.

[16:13] Optimising supplier relationships to maximize budget efficiency.

[19:20] Team collaboration and involvement in decision-making crucial.

[20:52] Nicky’s Top Tips!

Full episode notes here: https://ecmp.info/489

Contact SHOPLINE >>> https://ecmp.info/shopline

Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie

Get all the links and resources we mention & join our email list at https://ecmp.info

Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.

Interested in being a Sponsor? go here: https://ecmp.info/sponsor