Practically every D2C business owner has experienced the customer journey as a consumer, so most will agree that experience is everything. Customers form opinions about brands based on the sum of all interactions and decide whether or not to keep engaging.
That’s why the best performing eCommerce companies visualize customer interactions as a journey made of stages – allowing them to look at the consumer’s experience as a whole. But how do you improve the customer journey for your Shopify store?
It only takes one slip up to cause a customer to progress or regress in their journey. For example, showing the wrong message, sub-par customer service, over-complicated checkout processes, etc., can cause people to disconnect from your brand.
That’s why matching offers and other communications to fit the right stage for each consumer is essential. You can significantly enhance the customer journey by presenting things at the right time.
Senior Platform Partnerships Manage
SVP of Strategic Partnerships
Sr. Merchant Success Manager
Sr. Customer Success Manager
Director of Customer Success
Product Marketing Manager
Director of US Partnerships
Senior Director, Merchant Success
Sr. Partner Manager - Tech Partners
Senior Technology Partner Manager
Senior Loyalty Advisor
Rohan manages strategic partnerships for Platforms and Tech Partners at Gorgias.
Prior to joining Gorgias, he initiated the investor partnership program at Clearco, a revenue-based source of financing for D2C eCommerce brands. He also spent just over 3 years at the Toronto Stock Exchange, working closely with companies in the junior marketplace (TSXV) to help them better connect to more qualified and meaningful pools of capital. He is passionate about helping companies scale through various means, to ultimately help them reach success.
Rachel has more than 10 years of experience in eCommerce & digital marketing. Previously the VP of Strategic Partnerships at performance marketing agency MuteSix and co-founder of headless eCommerce platform Nacelle, Rachel is currently SVP of Strategic Partnerships at Okendo, the leading review platform for Shopify brands. At Okendo, Rachel manages a broad portfolio of both agency & tech partnerships and helps them strategize and lead high-growth merchants on how to best increase their business revenue using customer reviews and social proof.
I act as a strategic partner with our merchants across all areas of their businesses, which entails consulting on ecommerce industry insights and strategic initiatives, and helping to optimize their state from a technical architecture and solutioning standpoint as well.
Laura Ann has been with Nosto for over 3.5 years and is a Sr. Customer Success Manager working out of the Los Angeles area. Having over a decade of experience working with mid-market to enterprise retailers, she is an industry expert and currently manages Nosto’s Commerce Experience Certification program globally. She is passionate about helping Nosto clients make every impression count utilizing her expertise in the email and personalization space. Originally from North Carolina, Laura Ann is an avid sports fan with a love for college football.
Gabe Macaluso currently serves as the Director of Customer Success at Omnisend. He has been active in the email marketing and the ecommerce space over the last 7 years where he has worked with a number of IR1000 retailers. Macaluso is a published contributor including one of the most top rated blog posts with Shopify Plus and has presented at a number of industry events on the importance and success of omnichannel marketing and commerce.
Vaishali is a Product Marketing Manager at Loop Returns, the exchange-first returns platform for scaling Shopify brands. Collaborating closely with Partnerships and Product Management, she focuses on launching tech integrations and driving product adoption. When she's not working, you can find Vaishali at the local ceramics studio.
Paddy Cleary leads the US Partnerships function for Wayflyer, a financial tech company that provides funding and analytical insights to DTC brands. Paddy has worked directly with hundreds, and watched thousands of eCommerce businesses scale rapidly through Wayflyer since they launched in 2020. He also previously worked in finance and has a masters in Engineering with Business, positioning him well to understand and advise on the financial stack necessary for DTC owners to scale their businesses.
Elizabeth leads the Merchant Success Organization at Daasity and has been with them for just over a year! With 6 years of experience in retention marketing and omni-channel merchandise buying, she now channels having the “merchant hat” at Daasity and helps brands leverage analytics to make data-driven decisions to grow their business! Outside of work, Elizabeth loves to spend time with friends and family, trying fun new restaurants, and traveling!
Karley Daudell is the Sr. Technology Partnerships Lead at ShipBob, a tech-enabled 3PL that fulfills ecommerce orders for direct-to-consumer brands. Karley started her career at ShipBob over 4 years ago. She works alongside ShipBob merchants to fill operational gaps with leading technology and helps partners build deeper integrations into ShipBob's infrastructure through their App Marketplace.
Noah Small is a Senior Technology Partner Manager at Tapcart. Noah was the second partnership hire at Bolt where he worked for the last three years and recently joined Tapcart to lead their Technology Partner Program.
Joe is a Senior Loyalty Advisor at LoyaltyLion, a data-driven loyalty and engagement platform for fast-growth ecommerce merchants. LoyaltyLion helps over 10,000 retailers worldwide to build fully customized loyalty programs, proven to increase customer engagement, retention and spend. At LoyaltyLion, Joe works as part of the new business team bringing in new merchants.