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Ep 681 Β· 59 min Β· Mon 9 Nov

Straight to CX Prison. Humii’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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Your brand story isn't told on your website anymore. It's told by everyone else. Your brand story isn't told on your website anymore. It's told by everyone else.
Add To Cart channel avatar Add To Cart 309
Your brand story isn't told on your website anymore. It's told by everyone else.
Add To Cart 30 minutes ago
Your brand story isn't told on your website anymore. It's told by everyone else. 0:46 Your brand story isn't told on your website anymore. It's told by everyone else.

Your brand story isn't told on your website anymore. It's told by everyone else.

Your customers are already telling you what to make next. It’s in your comments, DMs, reviews, customer service emails and the words they type into your search bar. The catch is it’s scattered across five tools and easy to forget. In this Playbook, Nathan Bush explains how to turn customer requests into products that sell. He covers giving customers a place to ask, reading your searches with no results like a shopping list, and making sure someone owns the requests and takes them to the people who decide what gets made. Featuring Warwick Levy (Lonely Kids Club), with clips from Pamela Yip (Bubble Tea Club), Chris Clark (Milton & King) and Joel Azzopardi (Freddy). Brands and tools mentioned: Lonely Kids Club, Bubble Tea Club, Milton & King, Freddy, Searchspring, Shopify, Epson, Officeworks, Facebook This episode is brought to you with thanks to our partners: πŸ›οΈ Shopify β†’ https://www.shopify.com/au πŸ“§ Klaviyo β†’ https://www.klaviyo.com/au/ 🎧 Full episode with Warwick Levy β†’ https://addtocart.buzzsprout.com/2521371/episodes/19897332-lonely-kids-club-had-its-entire-store-copied-on-temu-warwick-levy-on-getting-it-back-669 πŸ‘€ Nathan Bush β†’ https://au.linkedin.com/in/nathbush πŸŽ™οΈ Want to be a guest or sponsor on Add To Cart? β†’ https://www.addtocart.com.au/contact πŸ“© Sign up for the free Add To Cart newsletter β†’ https://newsletter.addtocart.com.au/subscribe πŸ’¬ Join the Add To Cart Community β†’ https://community.addtocart.com.au/feed 15:13 How to Turn Customer Requests Into New Products | #682

How to Turn Customer Requests Into New Products | #682

If your competitors are on marketplaces and you're not, they're getting your sales. 0:41 If your competitors are on marketplaces and you're not, they're getting your sales.

If your competitors are on marketplaces and you're not, they're getting your sales.

Some say don't obsess over the numbers. This CEO says they're the heartbeat of the business. 0:47 Some say don't obsess over the numbers. This CEO says they're the heartbeat of the business.

Some say don't obsess over the numbers. This CEO says they're the heartbeat of the business.

Playbook Β· Ep 682 Β· Fri 13 Nov Β· 15 min

How to Turn Customer Requests Into New Products

Your customers already tell you what they want to buy, in comments, DMs, reviews and your site search. Here's how to collect those requests and turn them into products that sell.

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 Β· Board member, Birdsnest Β· Chair, Thread Together tech advisory board

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