E291: 🎓MENTORING MOMENTS #57 | SHOPIFY APPS & SITE PERFORMANCE, WHEN YOU SHOULD ENGAGE AN ECOMMERCE AGENCY, RESOLVING TECHNICAL DEBT, CX AS MARKETING
Sustaining eCommerce Growth: A Customer-Centric Approach
Welcome to a discussion about sustaining eCommerce growth. The conversation delves into balancing the use of Shopify apps, optimizing site performance, leveraging agency partnerships, considering Shopify Plus, and prioritizing customer service and logistics. Here are some key takeaways:
Finding the Sweet Spot with Shopify Apps
The impact of Shopify apps on site performance is discussed. The conversation emphasizes the need to evaluate the functionality and front-end impact of apps, as well as the potential implications on page load times. The focus is on determining the optimal balance between using apps and custom logic to drive certain functionalities.
Maximizing Site Performance
The discussion shifts to the importance of front-end custom logic and theme logic in driving certain functionalities to minimize reliance on third-party apps. The impact of using apps on page load times, the need for a strategic approach in app selection, and the potential performance penalties associated with different types of apps are explored.
Leveraging Agency Partnerships
The conversation emphasizes the value of establishing long-term partnerships with agencies to optimize site performance, conduct routine code audits, and consolidate JavaScript libraries. The benefits of a retainer model in accessing consistent resources and expertise, as well as the potential for cost-effective solutions, are highlighted.
Evaluating Shopify Plus
The discussion addresses the considerations for transitioning to Shopify Plus, emphasizing the impact of enhanced customization capabilities and B2B functionality. The conversation underscores the importance of aligning the decision to transition to Shopify Plus with the business's revenue and growth trajectory.
Prioritizing Customer Service and Logistics
The dialogue emphasizes the significance of customer service and logistics in shaping the customer experience. The need to reorient customer service teams as customer success teams and the value of segmenting customer service based on customer value are discussed. The importance of providing a premium service to VIP customers is highlighted.
Conclusion
The conversation underscores the importance of prioritizing customer-centric strategies, optimizing site performance, and fostering collaborative relationships between different functional areas within the eCommerce business. Emphasizing the value of customer service and logistics in driving customer retention and satisfaction is pivotal in sustaining eCommerce growth.
The insights from the conversation shed light on the multifaceted strategies required to navigate the complexities of eCommerce and ensure sustained growth. Implementing a customer-centric approach, optimizing site performance, and fostering collaborative partnerships with agencies emerge as key factors in sustaining eCommerce growth.
To learn more, check out the related THE ECOMMERCE EDGE Podcast episode below: