Episode 11 | "Put Yourself In The Customer's Shoes" - Cameron Goldie

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Statements of Intent

David Mannheim

22 episodes

2 months ago

eCommerce has lost sight of the people at its heart—the customer. After working with the world’s biggest retailers for 15 years, David Mannheim (author of The Person in Personalisation, founder of Made With Intent) wants to change this. Through solo shows and guest conversations, you’ll hear eCommerce leaders share how they intend to break the status quo gripping online retail. The lack of care. The short-sightedness. The sea of sameness. Each 20-minute episode centres on the sharing of a statement of intent—A personal promise or guiding principle. It’s a vulnerable yet fun source of solidarity for weary commerce marketers who want to change things for the better.

All content for Statements of Intent is the property of David Mannheim and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Marketing

Technology,

Business

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Episode 11 | "Put Yourself In The Customer's Shoes" - Cameron Goldie | Statements of Intent Podcast

Statements of Intent

25 minutes

1 year ago

Episode 11 | "Put Yourself In The Customer's Shoes" - Cameron Goldie | Statements of Intent Podcast

In this episode, host David Mannheim sits down with Cameron Goldie, Head of eCommerce at Grenade.

Cameron has 8 years experience of driving profitable acquisition growth and retention strategies across the UK, Switzerland, and the US. His expertise in leveraging technology to build sustainable infrastructures and his people-first approach have significantly contributed to his ability to navigate complex platforms, optimise customer journeys, and spearhead international marketing campaigns.

Cameron shares his core values centred around presence, health, and well-being, which shape his approach to customer experience. He unpacks the "Jobs to Be Done" framework and its role in delivering value aligned with customer needs. Grenade's use of AI for customer service is explored and their plans for elevating the shopping experience in 2024 through technology upgrades.

Topics Covered:

Cameron's core values of presence, health, and well-being
Applying the “Jobs to Be Done" framework to eCommerce
Cameron's statement of intent: Putting yourself in the customer's shoes
Using AI for customer service: Grenade's balanced approach
Catering to diverse customer needs and journeys
Grenade's 2024 strategy: New front-end UX, customer data platform, and mobile app

Key Quotes:

"Let's add value from the ground up and give customers what they need."
"If you've got the presence to recognise what the customer needs, it's then asking them what they need and continually asking them what they need."
"If you're 5 percent everywhere, how'd you be a hundred percent in one place? It's very difficult."

Episode Chapters

00:00 Introduction
00:47 Guest Introduction: Cameron Goldie
01:39 Cameron's Core Values
06:30 The Jobs To Be Done Framework
07:18 Cameron's Statement of Intent: Put Yourself In The Customers Shoes
10:00 AI and CX: A Grenade Case Study
13:48 Catering to Diverse Customer Needs
21:32 Grenade's Strategy for 2024
24:26 Outro And Football Predictions

Resources

The Jobs to be Done Framework → https://amzn.eu/d/8CjEZLY

Social Media

Cameron's LinkedIn → https://www.linkedin.com/in/cameron-goldie-295a44139/
Made With Intent LinkedIn → https://www.linkedin.com/company/madewithintent/?viewAsMember=true
YouTube → https://www.youtube.com/@madewithintent