Up Next In Commerce

What is the recipe for exceptional customer experiences? Michael Bair, SVP of Customer Experience at FIGS, thinks the ingredients to create the best experiences is by listening to the customer, speaking the customer’s language, and asking for opinions. Listen in to hear more about  Michael’s strategy for building the right team to ensure customer experience success. Tune in to learn:How do you know if you have a good customer experience? (2:15)Optimizing your team in an uncertain time (7:30)The north star metrics Michael pays attention to (12:30)Why using customer language is important (18:30)Why personalization is about being a product expert (24:25)What to pay attention to moving forward (38:00)Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

What strategies should retail steal from the tech startup world? David Ting, CTO of Zenni Optical, shares his experience moving from tech startups into DTC retail, outlining the big impact his team was able to make in their first two months and the details of how they did it. Tune in to hear his insights on building a best-in-class engineering team, a highly ranked mobile app, and more.  Tune in to learn:The day-to-day life of a CTO (6:40)How to increase the success of a mobile app (13:30)How to build a best-in-class engineering team (21:12)The best tech tools for DTC companies (34:30)Mentions:celential.aiUp Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

It’s fair to say that Crocs has had its share of highs and lows. People have loved them and hated them, but there is no disputing that the shoes have become ubiquitous whether you like them or not. But what has it been like to be inside the Crocs car on this roller coaster ride and how has the company found ways to win over and over? Feliz Papich, VP of Digital Product and Consumer Experience at Crocs, discusses that and more on this episode.Tune in to learn:When did digital become a priority for Crocs and how is it going? (7:20) The Crocs comeback story and how Crocs listens to customers (13:33)Thoughts on globalization (20:28)Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

Meta has gone all-in on the metaverse but how do users and shoppers feel about this virtual future? Martin Gilliard, the Head of Meta Store at Reality Labs at Meta, is helping to make sure that those who step into the metaverse are leaving with a positive experience, and he’s got advice for brands on how to start experimenting and building for more virtual experiences in the future.Tune in to learn:Martin’s contrarian belief about the Metaverse (2:00)What is Martin betting on for the future? (6:00)What is Meta learning from how customers interact with products (11:20)What is Meta experimenting with now? (17:10)When will we see virtual shopping as part of our daily lives? (23:30)Mentions:CityDAOUp Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

How do you learn from your successes and failures to inform future innovation? Mark Edmonson, Chief Marketing Officer at GoGo squeeZ, gets honest and specific about what is going well, what could have gone better, and what he and his team are learning at GoGo squeeZ. Tune in to hear how he is navigating his new role as CMO, his thoughts on building great culture, and more. Tune in to learn:What is working well at GoGo squeeZ (13:30)What marketing campaigns could have gone better at GoGo squeeZ (15:10)Current thinking about retail media (25:20)Building a great culture (29:00)Mentions:Kroger 8451RokuHEBProfiteroTerraCycleInstacartUp Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

There are lots of conflicting views on NFTs and Web3, as well as an onslaught of mixed messaging on the topic from the mainstream media. Avery Akkineni, President of Vayner3, shares her perspective on the NFT market today and how enterprises can navigate the complexities of this new frontier to build brand value.  Tune in to learn:Some perspective on the NFT market right now and where the space is going (6:25)Better understanding your customer with the right data (13:40)An example of a larger enterprise that is exploring NFTs (17:15)Building community in the Web3 world (21:10)Mentions:Gary Vaynerchuck (“GaryV”)Kevin RoseVeeFriendsBobby HundredsBFF (Cofounders Jamie Schmdit and Brit Morin)Ledger Market Pass“The Network State” (Book by Balaji Srinivasan)Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

How do you overcome resistance when launching a company? Caleb Ulffers, Co-Founder and CEO of Haven Athletic, set out to design, manufacture, and sell “organized gym bags” after experiencing frustrations with his own outdated duffel. Tune in to hear how his team persevered to successfully pre-launch their product. Tune in to learn:Caleb’s background (2:00)The story of Haven Athletic (11:30)How Caleb and his team overcame resistance while building the company (18:40)What the Haven launch looked like and where the company is today (24:30)What Caleb would do differently if he were launching the brand today (34:40)Mentions:Peak Design (Peter Dering, Founder and CEO)"Knocking Out Knock-Offs: A Look at Crowdfunding and Copycats" (Previous Up Next in Commerce episode featuring Peak Design)Climate Neutral (Peter Dering, Co-Founder)Outdoor Retailer EventUp Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

Because technology, platforms, and even customer expectations are changing so quickly, brands are in need of service and IT consulting firms like SoftServe. SoftServe has more than 450 clients around the world and across industries such as healthcare, manufacturing, software and more. Adam Gabrault is the President of Strategic Verticals & Industry Solutions, North America and on this episode, he details some of the challenges SoftServe’s clients are facing, and what kinds of solutions are on the table. Enjoy!Tune in to learn:The challenges Adam has faced (2:10) SoftServe’s roots in Ukraine (7:00) Adam’s thoughts on A.I. (21:55) Can we start putting health data on the blockchain? (32:10)Mentions:Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

Can a tech career lead to success in retail? Jenna Flateman Posner, a former professional rugby athlete, is a tech expert turned retailer who is now the Chief Digital Officer of SNIPES, a successful sneaker and streetwear company. Tune in to hear her unique perspective on how to win by utilizing technology in retail.Tune in to learn about:Jenna’s experience as a rugby player (2:15)What Jenna describes as SNIPES’ “hype selling” model (11:30)About Jenna’s journey from tech to retail (15:00)How tech investments add incremental value to SNIPES (27:48)Mentions:Brigitte Cooperman, COO of Snipes Jimmy Jazz“Five Dysfunctions of a Team” (Book by Patrick Lencioni)"My Life in Full: Work, Family, and Our Future" (Book by Indra Nooyi)Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

GOOD PLANeT Foods was established with a mission in mind, but how did that mission end up as products in the hands of consumers? On part two of this two-part episode, we welcome back David Israel, Founder and CEO at GOOD PLANeT Foods, who is joined by his Co-CEO, Bart Adlam, to fill us in on how they built the business and a partnership. Enjoy!Tune in to learn:How to walk the fine line when working with a co-CEO (10:50)What’s the balance between getting the product to market and educating the consumer (12:15)How GOOD PLANeT Foods is competing against a glut of lower quality products from competitors (15:50)How, according to Bart, GOOD PLANeT Foods is becoming “a market of one” (27:30)Mentions:Malcolm Gladwell (Author)"They Can Kill You… but They Can’t Eat You" (Book by Dawn Steel) Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.