What changed in ecommerce since 1997, what trends are emerging today and what didn’t change
The guest of our 5th episode is Tim Kilroy. He started working on ecommerce world in 1997. Then went to digital marketing, opened his own business, and now is providing consultancy service for ecommerce business all around the globe with acquisition specifically.
Here is what we covered in this episode:
?? What trends he saw since the beginning
?? Communication quality
?? What changed in the world after Covid-19
?? The entry-level of ecommerce increased?
?? Key trends right now in the market
What changed
The tactics and channels have changed, but the intensity has not. People wanted to be your homepage in the past.
People spent too much time with acquisition instead of also focusing on retention as well.
The customer experience is far for perfect for most ecommerce, which are mostly focused on acquisition and lead generation.
It is easy to measure sales. Tim thinks that’s why people do that.
Communication quality
It is important to understand who you are to your customer. This is not mechanical, but more likely emotional feedback you need.
By understanding the emotions you know what you represent to your customers. While small companies usually focus only on numbers, instead of the whole activity.
The difference between a small and big company for Tim is patience. Try to figure out what the brand is to customers and this interaction between your company and the customer.
Covid-19 and the recent changes
We?ve taken down the fever pitch of business and realized that commerce is part of our life, it is not the biggest part of our life, according to our guest, Tim.
Communication matters today more than ever. It could be communication about the brand, reactions, whatever. But it is significantly more important.
Customer experience as well is also something you need to keep in mind to be successful these days.
The entry-level for ecommerce
There are different ways to source products. The bar raised because things are now more uncertain. You need to earn more trust for 5 or 6 months ago.
You might be worried about macroeconomics issues, but you need to worry about microeconomics behaviors as well, which can counterbalance those macroeconomics issues.
What will be trending
Mobile experience since we are going into the mobile direction more than the PC direction. You also need to know new payment methods and be aware of how it works.
To be a great digital marketer, you need to have enormous empathy and understand where your customer is in any transaction. Put yourself on their shoes and think as they do.
As technology gets better and data flow is more seamless, we are in human-driven marketing more than ever.
Tim?s final advice: keep perspective. While growing your business is crucially important, you should realize that your business is part of something bigger. And you need to think about how your business is contributing to something bigger.
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