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Ep 681 ยท 59 min ยท Mon 9 Nov

Straight to CX Prison. Humiiโ€™s Mareile Osthus on the Mistakes Costing Retailers Customers

Mareile Osthus Humii

Humii runs 500 to 700 online mystery shops a week, and founder Mareile Osthus still finds broken basics on most sites she visits.

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Adults are scared to be bad at new things. So she made kits you can't fail. Adults are scared to be bad at new things. So she made kits you can't fail.
Add To Cart channel avatar Add To Cart 307
Adults are scared to be bad at new things. So she made kits you can't fail.
Add To Cart 17 hours ago
Adults are scared to be bad at new things. So she made kits you can't fail. 0:57 Adults are scared to be bad at new things. So she made kits you can't fail.

Adults are scared to be bad at new things. So she made kits you can't fail.

Mareile Osthus and her team at Humii run 500 to 700 mystery shops a week, going through real online stores from search to refund. What still surprises her most is when the basics donโ€™t work: US dollars on an Australian site, outdoor tables with no dimensions, and refer-a-friend links that go nowhere. In this episode, Mareile sits down with Nathan Bush for an online CX masterclass. She breaks great CX into three parts: functionality, transparency and expectation management. She covers what keeps LSKD at number one, why chatbot obstruction has doubled as a reason shoppers leave, what makes Sir the Labelโ€™s checkout the best rated two years running, why hiding shipping costs never pays, and what to check before Black Friday. Brands and tools mentioned: Humii, LSKD, Sir the Label, Zara, H&M, THE ICONIC, Coles, Woolworths, Inside Retail, Shopify, Apple Pay, Shop Pay, ChatGPT This episode is brought to you with thanks to our partners: ๐Ÿ›๏ธ Shopify โ†’ https://www.shopify.com/au ๐Ÿ“ง Klaviyo โ†’ https://www.klaviyo.com/au/ Planning your holiday trading? Grab Shopifyโ€™s Holiday Retail 2026 report :https://www.shopifyholidayretail.com/ Connect with us on LinkedIn: ๐Ÿ‘ค Mareile Osthus โ†’ https://www.linkedin.com/in/mareile-osthus-2abb849b/ ๐Ÿ‘ค Nathan Bush โ†’ https://au.linkedin.com/in/nathbush ๐Ÿ” Explore Humii โ†’ https://www.humii.co/ ๐Ÿ“Š See the Online CX Index โ†’ https://insideretail.com.au/online-cx-index ๐ŸŽ™๏ธ Want to be a guest or sponsor on Add To Cart? โ†’ https://www.addtocart.com.au/contact ๐Ÿ“ฉ Sign up for the free Add To Cart newsletter โ†’ https://newsletter.addtocart.com.au/subscribe ๐Ÿ’ฌ Join the Add To Cart Community โ†’ https://community.addtocart.com.au/feed 58:52 Straight to CX Prison. Humiiโ€™s Mareile Osthus on the Mistakes Costing Retailers Customers | #681

Straight to CX Prison. Humiiโ€™s Mareile Osthus on the Mistakes Costing Retailers Customers | #681

Warwick will never compete on price. Ethical and sustainable never comes cheap. Big brand knocks you off at half price? The easy move is cutting your standards. He won't. Customers clue in on who holds the line. 0:49 Warwick will never compete on price. Ethical and sustainable never comes cheap.

Warwick will never compete on price. Ethical and sustainable never comes cheap.

AI will buy your umbrella. It won't pick your partner's birthday present. 0:56 AI will buy your umbrella. It won't pick your partner's birthday present.

AI will buy your umbrella. It won't pick your partner's birthday present.

Playbook ยท Ep 680 ยท Fri 6 Nov ยท 20 min

How to Make Your Affiliate Programme Profitable

An affiliate programme that pays partners who didn't create the sale is one you can't afford to grow. Here's how to find the leak, set rates for the value each partner brings in, and check the growth is real.

Play the playbook
Nathan Bush
Your host

Nathan Bush

I've run ecommerce inside a big retailer, advised the brands you buy from, and interviewed more than 600 operators about what actually worked.

The show is the conversation I wanted when I was in the job and couldn't find anyone to ask.

Super Retail Group ยท Board member, Birdsnest ยท Chair, Thread Together tech advisory board

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