Episode 11 | "Put Yourself In The Customer's Shoes" - Cameron Goldie | Statements of Intent Podcast

In this episode, host David Mannheim sits down with Cameron Goldie, Head of eCommerce at Grenade.Cameron has 8 years experience of driving profitable acquisition growth and retention strategies across the UK, Switzerland, and the US. His expertise in leveraging technology to build sustainable infrastructures and his people-first approach have significantly contributed to his ability to navigate complex platforms, optimise customer journeys, and spearhead international marketing campaigns.Cameron shares his core values centred around presence, health, and well-being, which shape his approach to customer experience. He unpacks the "Jobs to Be Done" framework and its role in delivering value aligned with customer needs. Grenade's use of AI for customer service is explored and their plans for elevating the shopping experience in 2024 through technology upgrades.Topics Covered:Cameron's core values of presence, health, and well-beingApplying the “Jobs to Be Done" framework to eCommerceCameron's statement of intent: Putting yourself in the customer's shoesUsing AI for customer service: Grenade's balanced approachCatering to diverse customer needs and journeysGrenade's 2024 strategy: New front-end UX, customer data platform, and mobile appKey Quotes:"Let's add value from the ground up and give customers what they need.""If you've got the presence to recognise what the customer needs, it's then asking them what they need and continually asking them what they need.""If you're 5 percent everywhere, how'd you be a hundred percent in one place? It's very difficult."Episode Chapters00:00 Introduction00:47 Guest Introduction: Cameron Goldie01:39 Cameron's Core Values06:30 The Jobs To Be Done Framework07:18 Cameron's Statement of Intent: Put Yourself In The Customers Shoes10:00 AI and CX: A Grenade Case Study13:48 Catering to Diverse Customer Needs21:32 Grenade's Strategy for 202424:26 Outro And Football PredictionsResourcesThe Jobs to be Done Framework → https://amzn.eu/d/8CjEZLYSocial MediaCameron's LinkedIn → https://www.linkedin.com/in/cameron-goldie-295a44139/Made With Intent LinkedIn → https://www.linkedin.com/company/madewithintent/?viewAsMember=trueYouTube → https://www.youtube.com/@madewithintent