Functional and Fabulous

Are you ready for a crash course in customer retention? You’re about to get one. Meghan Frazier, retention lead at Heights, joins Ger and Gordon to deliver one of the most densely packed episodes we’ve ever produced. It’s wall-to-wall insight and practical advice from the get go. If you want to keep the customers you’ve got, this episode is a playbook that will help you do just that. From meeting customers where they are in their journey with you, rather than meeting them where you think they should be, to reducing cancellations, to honouring customer milestones, to using discounts correctly (which is to say, ‘sparingly’), it’s all here. And more. Is WhatsApp the customer retention app you should be using? Yes. Should you be sending customers personalised video messages from your company founder? Obviously. Can you run a business that doesn’t allow customers to only buy once? You can. How? Listen to find out. Have you ever considered how your customer acquisition affects your customer retention? No? Meghan has. Let’s not even get started about why you should ghost some of your customers forever. Get ready for a masterclass in retention.

Join Gordon and Ger as they step into a tornado of conversation with Dave Morrissey, growth and culture consultant, ex-Meta, ex-TikTok, current author and pre-Scéal. Tie yourself down, because the insights come thick and fast about mindset, generative AI, leadership and why Ger should never be allowed to write another hard-rock song prompt again. Dave tells you why most companies fail to scale, and talks about the massive head start Irish companies and brands have over their international competitors, but rarely use to their advantage. He also discusses how companies and executives talk a lot about using generative AI, but don't actually do so or even encourage its use. Is fear of AI holding everyone back? He advocates immediate top-down AIction. And all that is just the delicate breeze before the hurricane...  

Get ready to be guided through massive e-commerce growth with Lauren Nicole Muir, a digital commerce and product expert, who until recently was Head of Ecommerce at fashion brand Oh Polly. Find out how she helped the brand grow during the pandemic. It's a story of bold engagement while embracing the zeitgeist, often on the spur of the moment. The bold approach doesn't end there. Oh Polly recently stopped traffic on LinkedIn following its hugely creative use of video on the PLP, of all places. Who does that? But Lauren doesn't only talk about the fabulous customer-facing front-end experience. She goes deep into the benefits of harnessing your product data correctly and how to use AI properly to make your back-end operations more effective and move the brand forward. Practical AI, instead of hyped AI.  At the heart of it all is a single message: ecommerce is only functional and fabulous when businesses adopt a truly collaborative and creative approach.

Join Amy Kemp of Glossier as she takes Ger and Gordon out on the CX waves, where service agents help navigate customers through anything from gentle breezes to force 10 gales. You'll find out whether AI is more than just a wizmo gizmo and hear how Glossier is using it to genuinely enhance the customer experience. But fear not, the tech isn't driving the boat. A rich and meaningful customer service experience still requires a human hand on the tiller, if you're looking to use CX to drive customer satisfaction and loyalty. Beware, though. There are hidden rocks beneath the CX. If you don't want your service agents to founder, or be mauled by the salty sea dogs in the shipping department, they'll need a deep understanding of how your business works. Amy explains how experience of the entire business helps CX agents provide customer solutions without generating internal problems. Learn about CX as a differentiator, CX as a post-purchase experience, a pre-delivery experience and post-delivery experience. Find out what to do when CX is out of your control, as well as how Amy sent away sheets to be dyed another colour and received a dress back. And look out! There are pirates ahead! Twice!

Join Gordon and Ger and they take flight with Bobby Healy of Manna Air Delivery, the Irish drone delivery company that's posing a serious threat to Amazon's dominance of the ecommerce space. Has the saviour of independent retailers literally been heaven sent?   Drones promise much. Delivery within minutes from local retailers that bypasses clogged roads and is kinder on the environment. But will it catch on in the West? Will people complain? (Yes, they will.) Will regulators want a say? (Of course, they will. But that turns out to be a good thing.)   And the biggest question of all: can a small Irish start-up beat the likes of Amazon and Google at the drone delivery game? Be shocked. Be amazed. Because you may not have heard of Manna Air Delivery, but with 200,000 delivery flights already flown, they aren't the underdogs in this fight. Amazon is.   Find out how skydelivery could revolutionise your retail business in this special episode, recorded live at StudioForty9's Excellence in Ecommerce conference earlier this month.   Warning: this episode contains pirates.

Can this be right? A vendor as a guest? Yes, it is true. And a Big one too. Ger and Gordon are joined by Travis Hess, CEO of BigCommerce, to review the e-commerce platform landscape and discuss what the future holds. Frankly, is there life beyond Shopify? (Spoiler: Of course there is.) Developments are coming thick and fast in e-commerce and commerce platforms are going to have to move quickly and nimbly to keep their business models relevant. Ger even uses the word 'disintermediation'. Travis gives his no-holds-barred views on the state of play and how he sees the way forward. As a former agency head, Travis also contrasts his previous life with that of the CEO of a software company. And he offers some plain truths about the pickle many agencies find themselves in today. It's fast, it's lively, it's open, it's honest. Welcome to Season 3 of Functional and Fabulous.

In this season finale, Ger and Gordon look back on Season 2 and discuss the highlights and key learnings. Together they explore the wealth of knowledge that was so generously given by our guests over the past nine episodes. No stone is left unturned. Proposition, branding, storytelling, product launch, entering new markets, marketing, customer experience, customer trust, customer loyalty, the democratisation of e-commerce tech... it's all here.  In short, this episode is a formidable exploration of successful e-commerce, drawing on the thinking of some of the keenest practitioners today — and Ger and Gordon. If you only ever listen to one episode of Functional & Fabulous, make sure it's this one.

Our guest this time round is the 'notorious' Rick Watson. If e-commerce platforms were restaurants, Rick would be the food critic who would make them tremble most. Rick, Ger and Gordon talk about the big things that get in the way of online retail success. Overindulgence in bespoke technology solutions. Not even knowing what customer problem the business solves in the first place. Rick has seen it all. And the boys spend time discussing why Temu will open its jacket wide and invite you to go on a treasure hunt, while Amazon most definitely will not. In short, this episode is about earning customer trust, creating a customer experience and managing customer data. But the most important question of all goes unanswered. Where is sound engineer Elaine?  

In this episode, omnichannel specialist Ntola Obazee talks about the reality of going where no brand (or at least your brand) has gone before. Ntola speaks with Ger and Gordon about entering new markets successfully, inspiring your team to give their best, segmenting your market and curating your collections. She also gives first-hand insight into a successful entry into China.  Thinking of breaking into the Chinese market? Or any new market, for that matter? This episode is for you. Want to bring about effective, and above all smooth, change? This episode is also for you.  Wondering where to concentrate your retail efforts? Guess what, this episode is for you too. Join Ntola, Ger and Gordon in a conversation grounded in change and innovation.

Join Jamie Roller, Marketplaces Director at Dr Squatch, as she talks Gordon and Ger through the trials and tribulations of marketplaces. Find out why she's the Amazon Queen, as she explains how to tame the intricacies of the world's biggest online marketplace and keep winning the Buy Box. Jamie also discusses balancing Amazon with other marketplaces, how to fight competitors selling your actual products for less on Amazon, and why now is the time to be looking seriously at TikTok Shop. Enter the world of 1P, 3P, FBA, FBM and Amazon Ads with Jamie—and learn how to survive and thrive in the online jungle that is Amazon. In short, Jamie provides a foundation course in selling through Amazon—drawing on years of daily, practical experience gained at the sharp-end of the platform. With Amazon.ie rising up over the horizon, this is a must-listen episode for Irish retailers. But beware. Even Jamie is looking beyond Amazon...

Mike Ryan, Head of Ecommerce Insights at Smarter Ecommerce, talks to Gordon and Ger about the potentially unholy marriage between data and advertising automation that can erode your control of your ecommerce performance. Specifically, Mike takes the boys through how to manage ecommerce marketing tools like Google's Pmax, which, left unchecked, can give unintended or unwanted results. How do you tame it and make sure it delivers in line with your strategic business goals? Inevitably, it comes down to what data you feed it. But that's not always easy when tools like Pmax seem to be shifting to automated, unstructured data inputs and the ability to source data themselves. Is control slipping from our hands? If it is, maybe critical analysis of our KPIs will help us get our hands on the levers again? But which KPIs? ROAS? MER? CPC? KFC? And just when Mike and the boys seem to be heading into calmer waters, the big 800lb Gorilla that is Temu beats its chest into the discussion. But Mike is ready and shows how Temu's seemingly bottomless ad spend is actually benefiting online advertisers in some ways. Join Mike, Gordon and Ger on an epic rollercoaster of a quest into the realm of ecommerce marketing.

How do you manage two brands that provide overlapping services? That's the job facing Jessica Lesesky, Vice President & General Manager of Shutterfly & Snapfish, which both offer customised online printing on to a wide range of media.  In this episode, Jessica tells Ger and Gordon how her team keep both brands distinct and thriving, using a blend of data analysis, common sense and the kind of instinct that comes from many years of e-commerce experience. Also, Gordon sings a very short song.

In this episode, Gavin Williams, former Global Director of Digital and E-commerce with luxury fragrance brand Creed, says we should put a ban on squirrel hunting, until we've figured out whether the squirrel is worth the hunt. He takes Gordon and Ger (and you too, if you hit the play button) through the many things (so many) luxury retailers and brands are doing wrong (so very wrong). He pulls no punches. In fact, Gavin predicts that he'll never work in luxury again once this episode airs. He talks the good, the bad and the insanely ugly when it comes to chasing the latest fad, building an attractive e-commerce experience, listening to customers, and putting your focus where it really matters for your business. Listen and learn how, if it's on the skin, you win.

Gordon and Ger are joined by Paul Sherratt, CEO and Founder of gloveglu, to talk about making goalkeeping gloves grippy and sticky. Is it cheating? (No, it isn't.) Is it innovative? (Yes, it absolutely is.) You'll learn how Paul came up with the idea, what went into developing gloveglu, and how he used the power of a teenage TikTok producer to tap into a global market for a product that didn't exist before. Paul also talks candidly about balancing a multitude of sales channels, including marketplaces (Amazon alert!) and retailers. A gloveglu product is sold every two-and-a-half minutes somewhere in the world. Listen to hear the whole gripping tale.

Gordon and Ger are joined by Shane Linehan, VP Marketing with Raylo, to talk about the circular economy and electronic consumer goods. Shane talks about unlocking huge residual value for customers (and revenue for businesses). He also discusses launching an unknown brand with an unknown offering—one that now has 100,000+ paying subscribers. The boys talk customer funnel analysis, customer acquisition costs and life after cookies. And you'll find out the answer to the big question, 'Where is Gordon?'

In this episode, recorded live at The Laughter Lounge in Dublin at StudioFory9's Transformation: Excellence in Ecommerce conference, Ger and Gordon talk on stage with Paul Rogers, ecommerce consultant and founder of Vervaunt, a London-based eCommerce consultancy and performance marketing agency. They discuss clienteling, unified commerce, Shopify's big data play (bye bye GA4) and the importance of the order confirmation page in boosting sales and data acquisition. There are also bouncy couches, complete silence and poetic language. Can you afford to miss this episode of Functional and Fabulous? No, you cannot.

Retail media is hot right now, but what is it exactly? And is it fab or fad? Ger and Gordon have the questions. Paul Stafford of Superdrug has the answers. Paul takes you deep into the workings of retail media, and explains how it differs from traditional marketing supports. There's lots of tech. There's lots of creative. And there's lots of potential. Listen to the boys talk through what Paul has learned so far, and what lies ahead.  

In this, the pronunciation episode, Marshall David Johnson of UK designer department store Fenwick joins Gordon and Ger to talk about the challenges of luxury retail. Marshall guides you through a world in which luxury brands call the shots over retailers, and styling and managing products for online goes beyond anything mere mortals should attempt.  Dive into the realm of retail opulence and find out how to pronounce 'luxury', 'Ciarán, 'Fenwick' and 'Fraser'.

Andrew Ostcliffe of Oxfam in the UK navigates e-commerce waters that many other hardened online retailers would avoid. Three revenue streams, products distributed over more than 600 locations, 250,000-plus SKUs, and a diverse inventory that changes by the minute. Welcome to the world of decentralised charity retail—both online and in store. Join Andrew as he leads Ger and Gordon through this daunting, yet highly effective, e-commerce maze. A maze that's built on employee experience (EX)—in more ways than one. 

This time out, Gordon and Ger check-in to fly social with Ryanair (no checked luggage and the crisps are extra). Their pilot is Michael Corcoran, until recently Ryanair's Head of Social and Creative Content. Michael talks about the importance of reach over followers, why community matters, what social media really is (and isn't), and outlines a non-scientific (but completely scientific) way of effective content creation. Beware: this episode may even make you like Ryanair—the airline we all love to despise, but fly with anyway.  

Our guide in this episode is retail technology publisher, author and consultant Miya Knights. She talks to Gordon and Ger about how the use of cutting-edge technology can put the retail experience in service of the customer. Miya discusses three vital customer considerations that retailers (and retail tech) need to address in order to be successful. But that's only the half of it. She also talks about how technology is helping retailers answer key questions about their customers and their products.   This is literally the hottest episode so far—there was no air conditioning in the studio. Listen to find out whether Ger or Gordon succumbs to the heat first.

eBay's GM Global Fashion, Kirsty Keoghan, takes Ger Keohane (StudioForty9) and Gordon Newman (Omnichannels Stories) on a journey through the mind-blowing world of pre-loved fashion. They stop off at an authentication warehouse (where trust is built), negotiate a mountain of discarded fashion items, and visit Love Island. To keep never-worn and rarely-worn fashion out of landfill, eBay is going back to its roots so consumers and retailers can enjoy the many benefits of buying and selling pre-loved fashion. The numbers will make your ears pop.

Growth expert Richard Chapple (The Growth Foundation) sets sail with Ger Keohane (StudioForty9) and Gordon Newman (Omnichannels Stories) to talk about growing your retail business, scaling up and brilliant basics. Along the way, the episode is boarded by pirates and parrots. But karate keeps them at bay.   --  Richard's notes and the strategy information he spoke about can be accessed here: Where to Play and How to Win

Retail futurist Matthew Brown (Echochamber) guides Ger Keohane (StudioForty9) and Gordon Newman  (Omnichannels Stories) through excellence in retail customer experience. Along the way, we unbox an absolutely lush gift package from Faerly, an Irish online retailer that specialises in local and sustainable products that deliver the right amount of happy moments. But Matthew, Gordon and Ger aren't alone! Audio gremlins manage to slither in and feast on the audio in places. Does it stop the intrepid trio? It does not.

Gordon Newman (Omnichannels Stories) and Ger Keohane (StudioForty9) are joined by ecommerce strategist and trainer Vinny O'Brien live on stage at StudioForty9's annual Excellence in Ecommerce Conference in Dublin.

Join Ger Keohane (StudioForty9) and Gordon Newman (Omnichannel Stories) as they embark on a voyage of discovery in the world of online retail. In this episode, their guide is Dean McElwee, Director of Global eCommerce Collaboration and Director of International eCommerce Strategy, Global Tools and Storage with Stanley Black & Decker, Inc. Their journey starts with an unboxing experience provided by Velo Coffee Roasters in Cork.