Services

Converting sales starts with a deep understanding of your customers needs and pain points. Site analytics, reviews and customer service interactions are some key data sources to help us identify challenges and opportunities, but in digging deeper in to customer insights, we can start to prove (or disprove) hypotheses and answer the “why” behind our customers’ actions.

By thoroughly A/B testing new features and site enhancements, and analysing results based on pre-determined success criteria, we ensure you are optimising for your customer and not based on internal or stakeholder opinions.

Our aim is to make big business strategy and processes accessible to boutique brands. Working at large corporations has taught me not only about e-commerce and customer experience, but also valuable skills in analytics, strategic development, scalability, and process management. We understand that as a SME, your resources are precious and you don’t have teams of inhouse Product Managers and UX Designers at your disposal, nor budgets to invest in big e-commerce agencies. We strive to demystify conversion rate optimisation to make it digestible and actionable for you.

It is common to see companies make decisions based on internal opinions or business needs instead of embodying the customer. Customer obsession means continuously revising and improving buyer experience, which starts with collecting and analysing data to help understand the customer. It sounds simple, but insight in to consumer needs, frustrations and behaviours is the most important tool for e-commerce success. Adding value to a customer's shopping experience increases the chance of retaining that customer, so it pays to invest in CX before spending on marketing.

As well as being customer obsessed on behalf of our e-commerce clients, we take the same approach in our business. We build strong client relationships and proactively seek feedback to help us continually revisit and improve our service offering.

Basics can get a bad rap. They aren’t shiny or exciting but they are fundamental to ensuring your customers can find the right items, evaluate product attributes and check out intuitively, quickly and easily. I often see brands spending precious budget on marketing, driving traffic to an onsite experience that is not optimised for conversion. We are all about walking before you run; ensuring your site provides the optimum CX for product discovery, effective upselling and converting sales will increase bottom line revenue and maximise the return on investment of your marketing spend.

I like my clients to see me as an extension of their team, and we can yield the best results with open communication and shared goals. I have processes built in to each of my service offers to ensure I fully understand your strategic objectives and I’ll clearly set expectations of the scope of work and timelines to meet those. I love learning about and solving customer needs and I will dive deep in to your business to understand them. From a client’s side, collaboration means trusting me with site data and committing resources to implementing the recommended strategies.