[Voiceover]: Welcome to the checkout. We catch up with previous add to cart guests and ask them five quick questions to get to know them better and leave you with a little extra inspiration to get you through your Friday.
Nathan Bush: Today's checkout features Fiona Scrymgeour, the general manager of marketing at Vush. Vush is a sexual wellness brand working to change the conversation around some of the most natural things in the world. Pleasure bodies and self love. Fiona joined us to talk all things customer service and a few other things. Fiona, thank you so much for joining us on the checkout. It has been so good to hear
Nathan Bush: about Bush and all the exciting things that you guys are doing. We're here to learn a little bit more about you. I have five quick questions for you.
Fiona Scrymgeour: Okay, go for it.
Nathan Bush: All right, number one, what's the weirdest thing that you've ever bought online?
Fiona Scrymgeour: Oh, weird. Boring. I would say not weird.
Nathan Bush: I would never put you down for buying something boring.
Fiona Scrymgeour: Look, I've bought colored hair pieces for a bit of fun, so that's always good. I've bought lock boxes to keep your keys in, so that's the boring side of things. But I'm also into astrology, so I buy lots of different things related to astrology. Astrology and that's sort of like my pastime that keeps my mental brain going and yeah, I find it really fascinating to understand understand people better. Lots of great things there.
Nathan Bush: It's a big category now, isn't it?
Fiona Scrymgeour: It's huge. Absolutely huge. And so much transpires in the world and there's a lot of links back to the DNA in astrology. Really interesting.
Nathan Bush: Yeah, great.
Nathan Bush: I love it. All right, number two, who is your favorite retailer?
Fiona Scrymgeour: Look, if I put it down to e commerce retailers, I really like the brand Tease tea.
Nathan Bush: Yeah.
Fiona Scrymgeour: Don't know if you have seen it or heard of it. It's a Canadian brand and I really like their website the way they have it set up. Very inspiring. Really easy to navigate. I love the colors of it. To me, websites need to inspire you and look great and you want to explore and discover things.
Nathan Bush: Fantastic. I haven't experienced it myself so we're going to put a link in the show notes so everyone can have a look.
Fiona Scrymgeour: I expect some free tea from them.
Nathan Bush: That's right. What a plug. Which e commerce practice do you wish
Fiona Scrymgeour: was history needing dev to do changes?
Nathan Bush: Is that coming off the back of a bad experience?
Fiona Scrymgeour: Yes. Yes. I would love everything just to be that you can create all of the different elements and drop them into place and Then get them to look fantastic, both from a functionality perspective and also a visual perspective.
Nathan Bush: And that was a big part of our conversation in the main episode with Rep AI around having that integrated AI chat system that can integrate with your customer service, with your website, with your reviews and everything else. And when it all works together, it's all really nice.
Fiona Scrymgeour: That's right, exactly. Really simple.
Nathan Bush: Number four, can you recommend a book
Nathan Bush: or a podcast that our listeners should get into immediately?
Fiona Scrymgeour: Oh wow. I don't know if you know Solutions 8 but they do podcasts on everything to do with Google Ads and particularly pmax. I'm really into PMAX at the moment, Performance max. So I learn so much through awesome. So yeah, I probably recommend them. I also like Secrets to scaling up your E commerce business. I find that really informative as well.
Nathan Bush: Great practical tips that you can use day to day.
Fiona Scrymgeour: That's right.
Nathan Bush: Last one I have for you.
Nathan Bush: Finish this sentence. The future of retail is always changing
Fiona Scrymgeour: and needs to be three dimensional. I would love smell and texture to be felt through the screen if possible, particularly from an E commerce perspective. But yeah, I think the future of retail is all about experience. So how do you bring experience to life and less transactional? People will buy if they're inspired. Yeah.
Nathan Bush: And you can definitely see that on the Vush website. The community, the education, the content.
Fiona Scrymgeour: Absolutely.
Nathan Bush: It's more than a product based business.
Fiona Scrymgeour: That's right.
Nathan Bush: Thank you so much for joining us on the checkout.
Fiona Scrymgeour: So welcome. Thanks so much, Nathan.
Nathan Bush: To hear more from Fiona, jump back into our very Special Explainer, episode 236, where Fiona shares how smart chatbots are leading to higher conversion, decreased costs, and most importantly, satisfied customers for Voosh. We also discuss the different types of customer psychology that Voosh need to plan for and Fiona's vision for the future of online customer service. Thanks for listening. And until next time, keep adding to cart.
