E-Commerce with Coffee?!

Derek Foster, Director of Ecommerce at The Howard Elliott Collection, joined Nate Svoboda on this episode of E-Commerce with Coffee?! to talk about the brand’s experience implementing the next-gen Amber Engine PIM. When Derek says that he has “no shortage of words” on the topic, it’s true! He speaks with precision and leaves no stones unturned. He answers questions in relatable terms, that many brand manufacturers will appreciate.  Listen to the full episode for Derek’s insights on product data management, multiple sales channels, partnership in the B2B world, and a behind-the-scenes look at Howard Elliott’s implementation of the next-gen PIM. What to listen for:  One of Nate’s first questions to Derek is about the number of sales channels and partnerships that The Howard Elliott Collection has. Derek says about 25, but notes that the type of relationship varies a great deal. Some partners offer simple, single-point uploads for product data, but others have complex processes requiring multiple portals.  Managing all those partnerships was a chaotic process before the implementation of the next-gen PIM, Derek says. Howard Elliott was introducing a swath of new products every month, and the previous system was an endless round of hot potato with spreadsheets passing through multiple departments, “hoping [the data] made it back into our system,” Derek describes.  At that point, getting product data ready for market felt like taking several steps backwards as multiple departments were pulled back in, starting with product development. The spreadsheet would also pass through the president’s inbox and the vice president’s, then by the director of e-commerce, the operations manager, and the website manager. Six people were involved, all of whom cumulatively spent hours adding product data. After implementing the Amber Engine PIM, those hours were reduced “to minutes,” says Derek, with only two people managing data today. Using the Amber Engine PIM was beneficial from the start, Derek explains, because it enabled the team to “check on products quickly” and get their heads around product data across channels. “The tool gave us the opportunity,” he says, “then the right tool gave us the speed.” Nate then asked about the transition to Amber Engine. Derek replies, “what brought us to Amber Engine was really the customization and the fact that it was nimble enough to be our size.” Listen to the full interview for examples of how the team has used the PIM in creative ways. One such example comes from the catalyst for the Howard Elliott team to start working with the PIM. Derek tells the story of how the team tried to create one master list of what SKUs were where, and “most of [the data] was still missing. What was there was chaotic, and what wasn’t there was critical. And it was mission-critical to get it loaded very, very quickly.” Before the Amber Engine PIM, the team had no method to see where products were. That changed as soon as the PIM was implemented. Derek and Nate then speak openly about the partnership The Howard Elliott Collection team has had with Amber Engine. Derek shares his own experience with the “open door for feedback” he’s enjoyed since partnering with the AE team. He speaks to AE’s transparency with the development roadmap as well as the constant focus on what clients need. It’s about “what can Amber Engine do for you,” Derek states, not just “what can Amber Engine do.” Implementation of the PIM was “surprisingly easy,” Derek adds. He even describes how the team spent “a year and a half waiting for the other shoe to drop.” That is to say, they were waiting for the PIM to get harder as they onboarded. But it never did. The team never ran into hurdles. It was far easier than intended. “It just worked,” Derek muses. Listen to the full interview for more! 💬 Get in touch with Derek at: Linkedin https://www.linkedin.com/in/derek-foster-1b636256/ 

Irina Poddubnaia is the founder of TrackMage.com, a shipment tracking software for e-commerce businesses. She joins E-Commerce with Coffee?! to chat with host Nate Svoboda about delivery times and how they impact the customer experience and all other aspects of the post-purchase experience.  Listen to the full episode to hear how it all comes together—and what brands today should do. What to listen for: Nate first asks Irina about TrackMage.com. Listeners learn that Track Mage provides real-time tracking information for e-commerce businesses to share with their customers without sending people to carrier portals or relying exclusively on carrier information.  The origin of Track Mage is a personal one. Irina explains how, when she started a business to help retailers source products from China, one of the biggest headaches for her team was fielding the “where’s my order” requests from clients. With goods shipping to every time zone, it was a deluge of inbound requests. To answer their questions, Irina and her team had to rely on carrier updates. It was the team’s own pain point that Track Mage was developed to solve, first as an internal solution and then as a stand-alone product offered to e-commerce businesses. The interview then shifts to the impact of delivery information on customer lifetime value (CLV), and what other communications play into the post-purchase experience. The key, Irina says, is “bridging any communication gap.” She describes how the customer is entertained while browsing social media, then on your website, then placing an order. After that, entertainment stalls, and all customers receive is a confirmation email. Eventually, the customer will wonder, “did they get my order? Do I have to do anything else? What’s the status of my order?” The solution: use delivery updates as an opportunity to stay in touch and communicate more than just delivery status. Irina elaborates on this key point explaining that emails on order status are not seen as marketing emails, so they get huge open rates. Brands can use this to provide a superior post-purchase experience with delivery updates while also cross-selling and providing more value to the client through added content. “A poor post-purchase experience not only damages your brand,” Irina says, “it also eliminates the possibility of selling to that customer again.” Listen to the full interview for her own recent experience with a particularly bad post-purchase sequence. When asked what a brand can (and should) do to impact their delivery times for the better, Irina states that “most of the delivery rules have changed” in the last few years. Everyone knows why: the pandemic. Delivery became so popular in global markets that new logistics innovations were introduced by big brands like Amazon. Now, customers expect same-day and next-day delivery, but as Irina says, “not a lot of household brands can compete with that capacity.” The solution, she says, is in strategic inventory. Delivery time is also a deciding factor for some consumers to even purchase a product, “especially around the holidays,” Irina adds. She does note, though, that the exception is for “truly unique” products or those with killer brand loyalty. In those cases, consumers will wait a month or two, and they’ll even rally behind pre-order offers. ➡️ Timestamps: 0:00-0:27 Intro 0:28-1:16 Introducing Irina 1:17-2:23 Irina's relationship with caffeine 2:24-5:44 Irina's background and how TrackMage.com began 5:45-14:11 Customer lifetime value (CLV) 14:12-17:36 Delivery times: what can (and should) brands do? 17:37-21:03 How do different business models impact delivery and logistics? 21:04-26:34 How to reduce customer support costs 26:35-29:10 How brands can improve reviews and get more of them 29:11-30:19 Where to get in touch with Irina 30:20-30:37 Outro 💬 Get in touch with Irina at:  - Linkedin https://www.linkedin.com/in/irina-poddubnaia/ 

Imteaz Ahamed, the Director of Performance Marketing - Nutrition at Reckitt, joins E-Commerce with Coffee?! host Nate Svoboda to talk about how to plan for innovation. It’s not something elusive that only comes when someone has a brainwave—instead, it’s baked into your business processes and systems. Imteaz offers memorable anecdotes and tons of personal examples as he walks listeners through evolving market trends and how to stay ahead of them.  Listen to the full interview to learn how to plan for innovation as a small-to-medium business and how technology goes hand-in-hand with the strategy. What to listen for:  Imteaz has been at Reckitt for 15 years and in many roles. The interview starts with a look at where he began: sales. Imteaz comments that sales are “definitely a skill you need to master,” be it for entrepreneurs, thought leaders, or anyone else in business. “No matter how great an idea of yours is, if you can’t convince people it’s special,” he explains, “you aren’t going to pay the bills.” Listen to the full interview to learn how Imteaz transitioned from sales to e-commerce at the company. When Imteaz and Nate transition into more tech-specific talk, Nate asks what some of the biggest changes are that Imteaz has seen in his years in e-commerce. “Time scales and business cycles,” Imteaz answers. He recalls how it used to be once or twice a year that businesses launched new products. Today, businesses are in constant-churning product cycles of researching market needs, developing new products, and launching them. He explains, “anyone who can justify more frequent changes DOES make more frequent changes.” He advises companies to “adapt to the pace of change that customers now are happy to work with.” The interview then turns into some of the key elements (systems, processes, and tools) that small and medium-sized businesses need today to stay innovative in the delivery of their products or services. “It isn’t a digital transformation [anymore],” he says, “it’s just doing business.” While the right tech solutions are part of the puzzle for every business, Imteaz also stresses the importance of the best talent. “That’s the people part of it,” he clarifies. “[You need] someone who understands what you’re doing today and how you’re going to do it in the future.” Any business planning to skate the edge of continuous innovation also needs dynamic processes. Processes are always put into place for the right reasons, Imteaz concedes, but over time those processes get old. Every time the business challenge changes (or every 2X growth in staff or 3X growth in revenue, roughly), you have to rewrite all your core processes from scratch. The interview turns next to innovations Imteaz has seen in the customer journey. He suggests that the world of loyalty is the greatest shift he’s witnessed. He walks listeners through a personal (and remarkable) example of some of his best airport experiences as a business traveler and member of one airline’s frequent fliers. By the end of his summary of how that one loyalty program works—as much for him as for the airline—you’ll be hard-pressed not to want to join the same flight club. Disruptions we should expect on the horizon, Imteaz says, include one that’s already here: the metaverse. He offers a simple explanation of the metaverse and helps paint the picture of what more personal sales models will look like in this space in the near future. Ideas to foster innovation can be exciting, but resolute KPIs have to be part of the equation, and that’s where the interview ends. Imteaz concedes, “it comes down to what type of business you are and how long you can keep the customer for.” He promptly gives examples of what kind of growth to aim for. Listen to the full interview for the most surprising example at the very end. Get in touch with Imteaz at:  - Linkedin https://www.linkedin.com/in/imteaza/ - Instagram https://www.instagram.com/iiimteaz/  - Website https://imteaz.com/

Sneha Narahalli, VP Head of Product at Sephora, joins E-Commerce with Coffee?! host Nate Svoboda to talk about what successful technology transformations look like. Sneha artfully outlines answers to each question that are each mini-systems in and of themselves. How does a brand avoid acquiring too much overlapping technology? She has a system for that. What does personalization in e-commerce require? She has a system for that, too. Sneha’s expertise covers the biggest pain points that brands look to technology to solve: customer acquisition and client experience. She’s also extraordinarily insightful in how to apply technology to business goals in a meaningful way. Listen to the full interview to hear everything she has to say! What to listen for: As usual, Nate opens with a question about coffee. To his delight, it turns out that Sneha’s mother grows coffee in the richest coffee region of India, and Sneha gets ground coffee from her mom exclusively! Sneha then walks us through her professional trajectory. She started working for the technology department of Sears, and then later moved to Walmart and Walmart Labs. After that, she moved to Sephora. Her focus has always been on the customer experience, including end customers and internal teams. Listen to the full episode to hear her describe how the brands have differed. “As I continue to grow,” she comments, “I've come to understand how important the leadership team is...much more important than the role itself.” When asked what motivates her, Sneha answers, “ambiguity!” Any process (or lack of process) inside of a team or organization where steps are not laid out is her cup of tea (or coffee, as it were). She’s a clean-up artist with no shortage of curiosity. As the interview turns to tech trends, Sneha notes how companies today have learned to “reinvent themselves as tech companies” instead of business-focused companies. “The importance of technology driving business strategy,” she explains, “is no longer about ‘here's our business goal, let's see whether technology can achieve it or not.’” Instead, technology can drive business goals in some areas—and in all others, it's about the partnership between technology and business goals. Listen to the full interview to hear Sneha expand on this compelling concept. Sustainability in tech is a conversation you’ll be glad Nate had with Sneha. Questions came up like, “what needs to be true of a tech solution for it to be useful today and in 10 years?” Sneha’s expertise shines brilliantly as she breaks her answer down into bite-size pieces. She starts, “a technology solution needs a strong foundation that’s able to adapt to change.” Solutions designed for customer problems, she adds, don’t usually do that. Tech creators instead need to look at the current use case that they’re solving and then ask what use cases are likely in the near and distant future. Listen to the full interview to hear what that looks like. When asked about personalization in the consumer experience, Sneha puts her “consumer” hat on and muses, “you need to know what I’m doing… and if I’m changing, adapt to the way that I’m changing and make my life easier. And, if possible, delight me.” Removing friction is the key. Sneha talks about the essential systems that brands need to support personalization, too. Listen to the full interview to hear what she says. As a closing thought, Nate asks Sneha about being a woman in the tech world, which is still largely dominated by men. She advises people to think of it this way: “it’s my job to tell you [the employer, the supervisor, etc.] ‘I’m OK with this’ or ‘I’m not OK with this.’” Businesses also need to create environments that allow people to “show up as their true, authentic selves,” she says, by tolerating no biases. Listen to her final thoughts on the episode.

Kristy Jones, the Manager of Leadership Development Programs at Meijer, has worked in some capacity in talent development for almost 25 years. Her trajectory was unconventional, but her story explains so much of the insight she possesses. She’s been at Meijer now for a decade, and she joins host Nave Svoboda on this episode of E-Commerce with Coffee?! to dive deep into organizational development. 💬 Get in touch with Kristy at:  - LinkedIn https://www.linkedin.com/in/kristyjones1/  💬 Get in touch with Meijer at:  - Website https://www.meijer.com/  - LinkedIn https://www.linkedin.com/company/meijer/  - Facebook https://www.facebook.com/meijer/ - Instagram https://www.instagram.com/meijerstores/ What to listen for:  Kristy has been a teacher, entrepreneur, consultant, and corporate trainer. Over more than 20 years, she’s led a trajectory defined by hard work. That work, however, was never funneled into a life of what she “should do,” but one of passion. Listen to the interview to get her fascinating story. Her story comes to an interesting intersection when she was a student teaching in a seventh-grade classroom. She paints the picture of her experience and how, in surprising ways, it prepared her for training in leadership. It turns out Kristy was also building a client base while she student-taught. When she moved and started her own business focused on operational development, she started with a base of small, local firms at the precipice of growth. Her own business grew as she worked with 280 firms over six years. She describes how she learned through “skinning my knee…a lot. And getting back up…a lot.” After Kristy sold that company, she took one year off to consult independently. Then she got a call from a contact asking her to join Meijer. Listen to the episode to get the full story of how the offer happened.

Simon Akers, the founder of Archmon, joins this episode of E-Commerce with Coffee?! to talk with host Nate Svoboda about the role of performance marketing in all kinds of commerce and across industries. Early in the interview, listeners learn how Simon has evolved just as much as performance marketing has. Do you know how to define today’s performance marketing? Do you know how it's best used in your industry? For those answers and more, listen to the full interview or get started with the show notes. 0:00-0:27 Intro 0:28-0:58 Introducing Simon 0:59-2:23 Simon's relationship with caffeine 2:24-3:39 Simon's backstory 4:00-5:38 Some favorite companies that Simon has worked with 5:39-8:34 How performance marketing differs from other marketing 8:35-11:44 Simon’s favorite principles in performance marketing 11:45-15:28 The sales funnel and lifetime customer value in performance marketing 15:29-17:36 Most common problems companies experience in performance marketing 17:37-19:23 How long should campaigns and tests run? 19:24-21:19 Some of the decision-making KPIs to choose performance channels 21:20-23:56 The critical skills in performance marketing 23:57-28:29 Key changes in the last two years of marketing 28:30-29:00 Where to reach Simon 29:01-29.18 Outro What to listen for:  The interview starts with a look at Simon’s own journey. He describes how he started in digital marketing lead generation and how he identified his own “tenets” of performance marketing early on. As performance marketing (and Simon, himself) evolved, Simon’s newest focus has been on performance marketing and good (engaging and on-target) media. “You need to breed the fish you want to catch,” he remarks. Nate then asks about the kinds of clients Simon works with now at Archmon. Simon describes how his favorite clients have been those with an “interesting call to action.” He gives examples, including a GreenPeace petition he worked on. Even with the “less altruistic stuff,” he jests, “the fundamental principles [of performance marketing] remain. There’s always a need for diligent thinking behind converting the customer.” The interview digs into the differences between performance marketing and other kinds of marketing, too. “With the advent of digital channels,” he explains, “digital has become inherently associated with performance because those channels are measurable, trackable…” Listen to the interview for Simon’s full answer comparing performance marketing, digital marketing, and growth marketing.  After a look at those buzzwords and types of marketing, Nate asks Simon about KPIs. Simon displays extraordinary savvy talking about CPA (cost per acquisition), ROAS (return on advertising spend) and other performance metrics—and how they relate differently to brands in disparate industries.  Simon also talks about the evolution of ROAS over the course of a brand’s life. (As it turns out, Simon will be speaking about this topic at a conference soon, so he was abundantly prepared for the topic.) As you grow, he explains, you can’t expect the same ROAS. Listen to the full interview to hear why. “Marketing’s duty across channels,” Simon says, “is to bring more fish into the pond for you to fish for.” He explains how CLV (customer lifetime value) plays into that in performance marketing, too. Listen to the interview to hear his theory on discount codes and what they really do to acquire and keep customers. Nate then asks Simon about the most common problems (or mistakes) he sees brands make in performance marketing. Simon’s answer is resolute: “mismanaged expectations due to bad players.” There’s a lot of snake oil in the industry, he laments, that will pitch ROAS of 8X or something equally appealing, but it’s a dangerous slope to slip down. The interview wraps with an even more detailed look at the ebb and flow of CPA and ROAS on different platforms—especially as digital platform roles have changed.

Ann Sieg, the CEO at E-Commerce Business School, joins host Nave Svoboda in this episode of E-Commerce with Coffee?! to talk about profitable e-commerce businesses. The E-Commerce Business School offers programs geared specifically toward new-to-e-commerce professionals. Many of the people who benefit from Ann’s programs are those looking to transition away from “work for the man” jobs or become completely independent in lifestyle and income potential. What to listen for: Ann typically works with professionals who haven’t even thought yet about what goes into an e-commerce business. The interest is there, but they don’t know where to start. Ann comes to teach them to focus on sustainable and profitable business models. Especially after so many professionals grew accustomed to working from home during the pandemic, Ann sees how the most successful students of the E-Commerce Business School are those who are self-disciplined and motivated. The skills many professionals honed when managing their own time from a home office have helped them become better e-commerce businesspeople. Their “why” is firmly established, too. For example: working for themselves, removing the cap on their income, or supporting a certain lifestyle for their families. “Thinking like a business owner,” Ann explains, “starts with the three pillars we teach [in the E-Commerce Business School].” Ann dives into each during the interview to explain how Cash Flow, Automated Systems, and Building Assets are the three filters through which successful business people make every decision. What are the systems a brand needs to build? “Software dovetailed with processes,” Ann says. Nate asks some follow-up questions that keep Ann rolling as she gives examples of the exact systems an e-commerce brand needs. Ann’s students start on Amazon because “the eyeballs are there,” she explains. The only way to grow an e-commerce business is to get enough revenue to reinvest while you develop your systems and learn to study the crucial metrics. Studying the metrics, Ann elaborates, is the second phase of starting an e-commerce business. That’s when numbers like conversion rates and profit margins are fine-tuned. Ann and Nate veer in a more philosophical direction when Nate asks about the difference between building a brand vs. a business. Listen to the full interview to hear Ann’s simple but didactic analogy of how building brands vs. businesses is like the shallow vs. the deep end of a pool. Toward the end of the interview, Ann shares a few success stories she’s seen from students of the E-Commerce Business School. She regularly interviews students to get feedback and to check in, and the stories she shares are enough to leave anyone inspired. 💬 Get in touch with Ann at: - Linkedin https://www.linkedin.com/in/annsieg/ - Facebook https://www.facebook.com/annsiegpage/ 💬 Get in touch with E-Commerce Business School at: - Linkedin https://www.linkedin.com/company/ecommercebusinessschool/ - Facebook https://www.facebook.com/ecommercebusinessschool/ - Instagram https://www.instagram.com/ecommercebusinessschool/

The Power of Internal Processes Backed by the Next-Gen PIM Lacey Griffith is the VP of IT at Sherrill Furniture Brands. Known for its eight brands and more than 4,500 SKUs, Sherrill Furniture had focused so much on its production capabilities that internal processes weren’t always front-of-mind. The result was a back-to-front process for managing product data that required months of digging through spreadsheets and AutoCAD to gather product information before launch. When Lacey came to Sherrill Furniture, the company was already engaged in a conversation with Amber Engine. Lacey was familiar with PIM software and immediately joined the discussion. The resulting relationship—a “partnership” more than a “provider” dependence, as Lacey says—helped him build a new product information management process. The process has continued to evolve as Lacey and his team discover new efficiencies and capture more attributes. To date, the team has found and added 200% more product attributes for a more structured and competitive catalog than ever. Be sure to listen for: The number of channels Sherrill Furniture is working with hasn’t changed since implementing the next-gen PIM, however, multiple internal processes have. Lacey details how the product information management process worked before, and how it’s changed in his time at the company. Lacey shares the new process’s biggest success: “We've baked in the process so that data comes more from the go-to-market strategy as opposed to waiting until the end and then going back… so we have 90% of the data we need through our process now… and it's all centralized [in the PIM], so it's easier to find.” Preparing the product information for just 30 products took a couple of months the last time it was done with the old process; now, with the PIM, when Lacey and his team prepare 50 products for launch it takes “a couple of hours,” he says—including the work required by Lacey’s team and the distributor—amounting to “about 15 minutes of work.” Lacey came to Sherrill Furniture with previous PIM experience. When he started at Sherrill, the team decided to compare Salsify and Amber Engine. Lacey says, “we compared the two, and the things that leaned us toward Amber Engine, one was the value. The value you got for the price was way better than Salsify. Then, two, the flexibility, because we were still learning what we needed and Amber Engine was very responsive to listen to our needs. They worked towards delivering solutions in their core product that met what we were looking for. So, it felt like we had more of a voice, and that we could be a part of that creation of the version-two, next-gen PIM.” Lacey and the team review their product information management process regularly, because Lacey knows there’s always an opportunity to improve. “It’s been constant forward motion,” he confirms. Listen to learn how the process has changed since the PIM was first implemented, and what other internal processes the PIM is used for. Listen to the interview to hear what Lacey says about implementing the Amber Engine PIM. Onboarding and buy-in were fairly organic on his team, he says, but the buy-in that’s grown since seeing results has been even greater.

Understanding the Value of Emotion Talia Wolf is the Founder and Chief Optimizer at Getuplift, a conversion methodology funnel optimizer. Sound complex? It’s actually a big “ah-ha” for brands. Her team helps brands understand their audience better to fix leaks in their funnels. Her customer-centric optimization process builds more leads, sales, and other conversions. Talia joined this episode of E-Commerce with Coffee?! to talk to host Nate Svoboda about the central driver in successful sales funnels: customer emotion. Even in B2B sales, she argues, the driving emotions will be what get customers’ attention and inspire them to look at products and solutions seriously. Listen to the full episode for Talia’s energetic insights. What to listen for: The interview starts with Talia’s backstory. As it turns out, she first worked at a tactical social media agency. Her focus was on social ads. She drinks her coffee cold, no matter the weather. Once Talia started experimenting with conversion optimization, she experimented in an intriguing way until building her own process. Talia’s optimization process is based on how and why people make purchasing decisions. Her company, Getuplift, is an agency and a training space for brands. As Talia and her business grew, she dug deeper into the psychology of purchasing. For any client she works with today, she starts by investigating that client's target audience. What are the emotions the avatar is driven by? How does the problem (or the solution) make this audience feel? Customer surveys, interviews, social listening, and even design analysis (including color psychology, emotional visuals, etc.) are all part of how Talia does what she does. Once you do all that work, Talia says, “it’s clear as day what’s wrong [in your funnel].” Maybe your brand is talking to the wrong customer or pitching something that the customer doesn’t care about. Talia explains why brands must be “customer-led.” The question of B2B came up in the interview, too. When you make a business purchase, Talia explains, “you’re still emotionally driven.” In fact, there are even more emotions involved. “What if my manager says it's terrible? What if no one likes this purchase? What if adoption is low? What if it's too expensive?” Nate also asked Talia about the biggest mistakes she tends to see in brands’ funnels. Her reply was quick: focusing on the product instead of the customer. “Your product is a vehicle, not a destination.” Listen in to learn what industry uses emotion least of all. Knowing who the worst offender is gives that industry the biggest opportunity to improve. Later, Nate asks, “where does logic come in?” Even with the emotional show-stoppers, the cost or benefits of a product still play in. Talia explains just how beautifully these two things go together. Don't just say, “we have 500 templates,” she explains. Say, “get all the templates you need to achieve X, Y, and Z.” Even product specs can leverage emotion. This kind of research and strategy is not just for the biggest brands, either, and Talia explains why. Listen to the full episode for this and more! Timestamps: 0:00-0:28 Intro 0:28-1:01 Introducing the guest, Talia Wolf. 1:01-2:46 Talia's relationship with coffee 2:47-5:19 Talia's personal and professional background 5:20-8:51 Getting into the services that support brands in optimizations 8:52-12:13 How B2B sales are different than B2C 12:14-14:49 What mistakes Talia sees most 14:50-19:50 What does effective emotional targeting look like? 19:51-23:48 Types of content that use emotion better 23:49-31:57 Where does logic play in?

Even More Important Than SMS Open Rates Osayame Gaius (https://www.linkedin.com/in/osagaius/) is the founder and CEO of Parrot (https://getparrot.com/), an end-to-end payment solution that uses SMS (text) messages to validate charges while building relationships with customers. Osayame joined this episode of E-Commerce with Coffee?! to talk to host Nate Svoboda about the technology behind his solution and the origin of the brand. While most brands get excited about the popular statistics on open rates for texts, Osayame explains how understanding the differences between this channel and others like email is crucial. Using SMS technology for payment processing has its roadblocks in the U.S. market, too, but with innovators like Osayame, new possibilities have opened to next-gen brands and manufacturers. Be sure to listen for: This interview starts with Osayame’s personal and professional background. He grew up in Nigeria and then studied computer science and software engineering in the U.S. He traveled back to Nigeria thinking he had loads of cutting-edge knowledge he could share with peers, but instead he discovered how consumers communicated with brands, including processing transactions, through SMS in a way that U.S. consumers were years away from. Listen in to learn all about it. How is pay-by-text different from Apple Pay? Osayame dives into this question using tech terms we can all understand. Because neither the payment nor the telecommunications infrastructures in the U.S. are ready for pay-by-SMS, third-party companies like Parrot are stepping in. Listen to the interview to learn what the future of this relationship will look like. Osayame talks about the overarching SMS regulations in the U.S. and how the opt-in requirements country-to-country factor into a brand’s SMS strategy. Have you ever received a blast text that was obviously formatted without personalization? Of course! You probably didn’t like it, or even think it was for you. Parrot not only positions brands to use SMS the way customers want, but educates its clients about translating a brand voice from other channels to the more challenging SMS. Osayame spells out what to look out for in SMS marketing agencies, too. Anyone who claims 40X ROI or anything else will first generate multiple discount codes, he says, which will indeed build ROI but will also dilute your brand. Learn what the lasting solution is in the full interview. ➡️ Timestamps: 0:00-0:29 Intro 0:30-2:18 Osayame's relationship with caffeine 2:19-3:29 His story and background 3:30-5:23 What Osa learned about global payment models 5:24-6:51 Comparing text-based payment to Apple Pay 6:52-11:18 Why would someone need a company like Parrot? 11:19-14:29 The core regulations of text messaging 14:30-15:40 What companies need to do differently in texting 15:41-22:34 Who should manage this at companies? 22:35-28:30 KPIs for text messaging campaigns 28:31-32:21 How smaller brands can capitalize on this to compete 32:22-33:20 Tools to use 33:21-34:05 Where to get in touch with Osa 34:06-34:22 Outro SMS platform recommendations mentioned in the episode: https://www.attentive.com/ https://www.community.com/ Get in touch with Osayame at: https://www.linkedin.com/in/osagaius/ https://speakonpodcasts.com/osa-gaius/