Understanding Online RetailJustus Wilde
URL
What were (#1) Amazon.com          2011 Sales?a. $38Billion   a. $48Billion   c. $58Billion
What were (#1) Amazon.com          2011 Sales?a. $38Billion   a. $48Billion   c. $58Billion
What were (#2)      Staples.com 2011 Sales?a. $10Billion   a. $19Billion   c. $28Billion
What were (#2)      Staples.com 2011 Sales?a. $10Billion   a. $19Billion   c. $28Billion
Amazon’s 2011 growth?
Amazon’s 2011 growth?    $13,880,000,000
Introductionand welcome.
About me - JustusStarted building websites in 1997Founded Wire Multimedia in 1999Studied marketing & IT managementFounded ...
About youWho are you?Have you worked on any eCommerce projects?What are you hoping to get out of today?
eCommerce Todaystats & models
Source: eConsultancy, competitions.com.au
Source: eConsultancy, competitions.com.au
Source: eConsultancy, competitions.com.au
Source: eConsultancy, competitions.com.au
Source: eConsultancy, competitions.com.au
Source: eConsultancy, competitions.com.au
Source: eConsultancy, competitions.com.au
Types of Retailers  Multi-Channel    Pure Plays
What does Online mean forMulti-Channel Retailers?           Does your brand proposition change           online?          ...
SKU Range is an Opportunity!Source: Google
Many Pure Play Models
Who are the big players?eBay25% MultiChannel 5%  Source: Hitwise
Top 20 in Apparel Only   4 Multi-ChannelSource: Hitwise
Apparel Sites Changes   Top 100 Apparel Sites           April 2012                                             Multi-     ...
Approach for online retail   Niece    OR     Huge
The Market - SUMMARY1. eCommerce is big & growing fast2. eCommerce is for almost everyone & everything3. Pure Play models ...
The Equationof the business
eCommerce is   Retail               not technology ..and Retail is Detail
Basic components of value prop         Range             Price                 Service
Not all products are suitable…•       Do you own or have access to sufficient product data        and supporting meta data...
Sourcing / Stock Models  Traditional              JIT              Drop Ship               M2O                HybridQuick ...
Basic Sales Equation                   Conversion                   Average OrderVisits                      rate         ...
Use this to estimate traffic          requirementsRevenue             Average Order                   Conversion Target   ...
Channel A        Channel B                     Channel C   50,000                  30,000                15,000           ...
Important modeling considerations• AOV is likely to be different online than in-store• Conversion will differ by channel  ...
Online Profit TreeSource: eCommera
Jeff Bezos                           1.Found & CEO – Amazon.com                             The equation of the business  ...
Marketing &acquisition
Key Marketing Channels Organic    Paid      Affiliate Search    Search    Networks                         Social Offline ...
Organic SearchUnderstanding Search Results
Organic SearchSearch Volume: Brands vs Generic
Organic SearchKeyword Types                      Head terms                       1 word phrases                    Medium...
Organic SearchKeyword vs. Sales Funnel      • Browsing         • Researching        • Purchasing   • Highest search      •...
Organic SearchKeywords vs. Content                       ›LCD TVs                  ›Sony LCD TVs                   ›KDL60N...
Paid Search     Campaign Considerations     • Are you building a brand or aiming for sales ROI?             • Always adver...
Paid SearchTrademark Blocking          Vs.
Paid SearchCross channel impact        Traffic         Sales $135
Paid SearchCross channel impact         Product Views           Sales $1995
Paid SearchOptions beyond Google                     CPC Channel                     $0.30 /click
AffiliatesHow Affiliates Work                        commission                      3-5% standard                      +7...
AffiliatesTransactional Aggregators                            Commission                            based                ...
Social                       Audience by NetworkSource: eConsultancy
SocialThe Role of Social          YOUR    13%   WEBSIT         10%    8%            E            7%     Consumer Buying Jo...
Mobile GrowthSource: Google Analytics for 9 fashion clients
Interesting Mobile Stats* Mobile Email Opens Report, Knotice April 2012 based on US data    ** The Benefits of SMS Marketi...
Email MarketingStill No 1 – Why?
Email Marketing                                                           Key MetricsSource: Econsultancy Email Marketing ...
Email MarketingTransactional vs. Marketing Emails               TRANSACTIONAL                                             ...
Email MarketingAbandonment is part of the purchase processSource: SeeWhy
Email MarketingAbandonment Strategies
Email MarketingAbandonment Email Examples
Offline        67% of online search are driven by offline                                    Ensure you cover:            ...
OfflineOffline 2 Online Channels                 Australian GDP                      96.6%       Online        3.4%
OfflineTV eCommerce
OfflineBuy in seconds
OfflineCatalogue eCommerce
Building the store
Ecommerce Homepage Essentials49.7% of customers land on home page of e-commerce sites (DoubleClick)                       ...
Home PageSource: eConsultancy
Mega Menus (good example)
Mega Menus (bad example)
Search & Navigation                                                                           Provide relevant            ...
Product Page RequirementsEssentials                                                    Enhanced Experience•Product title  ...
Product Content      Reinforce value           prop                                Create                                 ...
Simple and clean carts work best                Shipping offer                 reinforced                    Light box pop...
Technology / PlatformsPlatform / tools decision should be driven by clearly defined business requirements – nothing       ...
Go!
Considerations1. Do your research!!2. Test if possible – eBay is your friend3. Focus on MVP - Launch first & polish later4...
Project Briefing1. Clearly define goals2. Describe audience, USP3. Document all key use cases4. Prepare site map & content...
Getting started quickly – cross hurdles Platform /    Design /                                          Customer          ...
Resources
Blog resources           http://econsultancy.com/au       http://www.internetretailer.com/          http://blog.kissmetric...
Good Books to read
Thanks! Questions?     jw@amblique.com     02 8272 3800     0413 517 477     @justuswilde
General Assembly Online Retail
General Assembly Online Retail
General Assembly Online Retail
General Assembly Online Retail
General Assembly Online Retail
General Assembly Online Retail
General Assembly Online Retail
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  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • Purpose. Explore the origins and unique characteristics of digital marketing and media. Myself, Tim, Dave - we are not presenting ourselves necessarily as experts who hold all the answers, but more facilitators of today ’ s journey. There ’ ll be some practical content delivered later in the day, but much more to come in the modules. Today is not about us telling you a lot of ‘ truths ’ , it ’ s about doing some discovery . While obviously we all might feel differently the impact digital is having on our industry, and indeed there are many areas (perhaps the area that you are currently working in) where we ’ re yet to feel the full effects of any kind of digital revolution. At a senior level, we talk about the fact that in many companies, it would be crazy to hire non-digital . Therefore, regardless of how we might feel or what preconceptions we may have around digital, today is an important opportunity to grow our awareness . Today is about challenging conventional thinking, debate, discussion, participating in some interactive experiences, and hopefully walking away with a further progressed sense of the new digital world that we live in, and how to master it. All in this together. All responsible for our own learning. You will learn as much from each other as from us. A full day out to talk about digital. No silver bullet. No wrong answers. We need full attention. Ask questions as any time.
  • Purpose. Explore the origins and unique characteristics of digital marketing and media. Myself, Tim, Dave - we are not presenting ourselves necessarily as experts who hold all the answers, but more facilitators of today ’ s journey. There ’ ll be some practical content delivered later in the day, but much more to come in the modules. Today is not about us telling you a lot of ‘ truths ’ , it ’ s about doing some discovery . While obviously we all might feel differently the impact digital is having on our industry, and indeed there are many areas (perhaps the area that you are currently working in) where we ’ re yet to feel the full effects of any kind of digital revolution. At a senior level, we talk about the fact that in many companies, it would be crazy to hire non-digital . Therefore, regardless of how we might feel or what preconceptions we may have around digital, today is an important opportunity to grow our awareness . Today is about challenging conventional thinking, debate, discussion, participating in some interactive experiences, and hopefully walking away with a further progressed sense of the new digital world that we live in, and how to master it. All in this together. All responsible for our own learning. You will learn as much from each other as from us. A full day out to talk about digital. No silver bullet. No wrong answers. We need full attention. Ask questions as any time.
  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • • Relatively low cost of fulfilment • Direct response medium encourages immediate action • Relationship development, brand engagement and audience participation • Fast campaign deployment • Marketing automation through triggered individual emails • Tracking and follow-up at an individual level • Behavioural targeting of emails broadcast after subscriber website activity. • Ease of personalisation • Measurability and accountability • Options for testing
  • • Relatively low cost of fulfilment • Direct response medium encourages immediate action • Relationship development, brand engagement and audience participation • Fast campaign deployment • Marketing automation through triggered individual emails • Tracking and follow-up at an individual level • Behavioural targeting of emails broadcast after subscriber website activity. • Ease of personalisation • Measurability and accountability • Options for testing
  • Segment browser/buyer inc. multi-channel Integration with Live Chat Understand key price points Analyse key products / steps - weekly/monthly 120 day cart persistence
  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • Take your pen in your non-dominant hand. Try and write your name, and then your signature. How did it feel? (Difficult) What did you instinctively want to do? (Change back to your dominant hand). That ’ s exactly right, and that ’ s sort of how today is going to feel. For many of us in the room, we ’ re going to be covering new territory , experiencing approaches that we may not have been exposed to before and probably have some of our own, pre-existing values and ways of doing things challenged . It ’ s important to know that because of this, there probably will be times today where we will feel uncomfortable and you will want to revert back to your tried and true ways of thinking, but I strongly encourage you to - as you did just now - persists, push through the discomfort and see how we can take that feeling and use it to grow our experience with digital.
  • General Assembly Online Retail

    1. 1. Understanding Online RetailJustus Wilde
    2. 2. URL
    3. 3. What were (#1) Amazon.com 2011 Sales?a. $38Billion a. $48Billion c. $58Billion
    4. 4. What were (#1) Amazon.com 2011 Sales?a. $38Billion a. $48Billion c. $58Billion
    5. 5. What were (#2) Staples.com 2011 Sales?a. $10Billion a. $19Billion c. $28Billion
    6. 6. What were (#2) Staples.com 2011 Sales?a. $10Billion a. $19Billion c. $28Billion
    7. 7. Amazon’s 2011 growth?
    8. 8. Amazon’s 2011 growth? $13,880,000,000
    9. 9. Introductionand welcome.
    10. 10. About me - JustusStarted building websites in 1997Founded Wire Multimedia in 1999Studied marketing & IT managementFounded Amblique in 2006Sold 40% of Amblique to STW in 2012Strategy Director – 100% focused on eCommerce
    11. 11. About youWho are you?Have you worked on any eCommerce projects?What are you hoping to get out of today?
    12. 12. eCommerce Todaystats & models
    13. 13. Source: eConsultancy, competitions.com.au
    14. 14. Source: eConsultancy, competitions.com.au
    15. 15. Source: eConsultancy, competitions.com.au
    16. 16. Source: eConsultancy, competitions.com.au
    17. 17. Source: eConsultancy, competitions.com.au
    18. 18. Source: eConsultancy, competitions.com.au
    19. 19. Source: eConsultancy, competitions.com.au
    20. 20. Types of Retailers Multi-Channel Pure Plays
    21. 21. What does Online mean forMulti-Channel Retailers? Does your brand proposition change online? 1.Who are you? 2.What do you do? 3.Where do you do it? 4.What makes you different? 5.How can I engage with your brand?Source: eConsultancy
    22. 22. SKU Range is an Opportunity!Source: Google
    23. 23. Many Pure Play Models
    24. 24. Who are the big players?eBay25% MultiChannel 5% Source: Hitwise
    25. 25. Top 20 in Apparel Only 4 Multi-ChannelSource: Hitwise
    26. 26. Apparel Sites Changes Top 100 Apparel Sites April 2012 Multi- In t 40% er channel n at io na l 38% 46% Category Growth Contribution
    27. 27. Approach for online retail Niece OR Huge
    28. 28. The Market - SUMMARY1. eCommerce is big & growing fast2. eCommerce is for almost everyone & everything3. Pure Play models are dominating4. Overseas retailers are growing faster5. Either be niche or huge – there is nothing in between!
    29. 29. The Equationof the business
    30. 30. eCommerce is Retail not technology ..and Retail is Detail
    31. 31. Basic components of value prop Range Price Service
    32. 32. Not all products are suitable…• Do you own or have access to sufficient product data and supporting meta data?• Are there any geographical restrictions on where you can sell your products?• How well does your product travel in the post?• Is the cost of shipping your product prohibitive?• Do your products demand a high level of sales assistance in-store? How will you replicate that experience online?Source: Source: Econsultancy Blog – 27 Things I need to see on an e-commerce homepage
    33. 33. Sourcing / Stock Models Traditional JIT Drop Ship M2O HybridQuick turnaround No stock risk No stock risk No stock risk Great for testing and refining Profit Potential Offer bigger range Offer bigger range Offer bigger range to drive range and profit Cost exposure At mercy of At mercy of Customer may supplier supply not be prepared Logistics to wait Slower delivery Beware of capabilities Requires tight QA / process
    34. 34. Basic Sales Equation Conversion Average OrderVisits rate (AOV) 100 visits @ 2% conversion = 2 order x $150 average order $300 sales
    35. 35. Use this to estimate traffic requirementsRevenue Average Order Conversion Target (AOV) rate $300 / $150 average order / 2% conversion rate 100 visits required
    36. 36. Channel A Channel B Channel C 50,000 30,000 15,000 Social 375,000 @ 2% x $125Offline $937,500 p/month 10,000 250,000 100,000 x 4 @ 25% @ 20% Email
    37. 37. Important modeling considerations• AOV is likely to be different online than in-store• Conversion will differ by channel (return visitor 67% more likely to convert)• Conversion / AOV will be affected by seasonality• Email list will grow (typically 0.5% visits /month subscribe)
    38. 38. Online Profit TreeSource: eCommera
    39. 39. Jeff Bezos 1.Found & CEO – Amazon.com The equation of the business 2. Customer centricity 3. Bridging the physical & digital
    40. 40. Marketing &acquisition
    41. 41. Key Marketing Channels Organic Paid Affiliate Search Search Networks Social Offline Email
    42. 42. Organic SearchUnderstanding Search Results
    43. 43. Organic SearchSearch Volume: Brands vs Generic
    44. 44. Organic SearchKeyword Types Head terms 1 word phrases Medium tail terms 2-3 word phrases Long tail terms 4+ word phrases
    45. 45. Organic SearchKeyword vs. Sales Funnel • Browsing • Researching • Purchasing • Highest search • Less search • Lowest search volume volume volume • Lowest • Higher • Highest conversion rate conversion rate conversion rate
    46. 46. Organic SearchKeywords vs. Content ›LCD TVs ›Sony LCD TVs ›KDL60NX800
    47. 47. Paid Search Campaign Considerations • Are you building a brand or aiming for sales ROI? • Always advertise your own brand • Stocked brands and specific items work best • Consider stock on hand for large catalogues• Continually optimize campaigns by key metrics & geography
    48. 48. Paid SearchTrademark Blocking Vs.
    49. 49. Paid SearchCross channel impact Traffic Sales $135
    50. 50. Paid SearchCross channel impact Product Views Sales $1995
    51. 51. Paid SearchOptions beyond Google CPC Channel $0.30 /click
    52. 52. AffiliatesHow Affiliates Work commission 3-5% standard +7% aggressive neg. other fees
    53. 53. AffiliatesTransactional Aggregators Commission based 10-15%
    54. 54. Social Audience by NetworkSource: eConsultancy
    55. 55. SocialThe Role of Social YOUR 13% WEBSIT 10% 8% E 7% Consumer Buying Journey
    56. 56. Mobile GrowthSource: Google Analytics for 9 fashion clients
    57. 57. Interesting Mobile Stats* Mobile Email Opens Report, Knotice April 2012 based on US data ** The Benefits of SMS Marketing, Power Retail April 2012 + Google Analytics for various clients, March 2012
    58. 58. Email MarketingStill No 1 – Why?
    59. 59. Email Marketing Key MetricsSource: Econsultancy Email Marketing Best Practice Guide
    60. 60. Email MarketingTransactional vs. Marketing Emails TRANSACTIONAL MARKETING Average open rate – 47% Average open rate – 31% Average click-through rate – 20% Recipients receive 87 of these each year Average click-through rate – 6% Your customers will find this type of Recipients receive 3,694 of these email twice as interesting each yearSource: Silverpop Transactional Email Best Practice Webinar
    61. 61. Email MarketingAbandonment is part of the purchase processSource: SeeWhy
    62. 62. Email MarketingAbandonment Strategies
    63. 63. Email MarketingAbandonment Email Examples
    64. 64. Offline 67% of online search are driven by offline Ensure you cover: •Windows •Catalogues •Shopping bags •Receipts •eReceipts •Change rooms •etc etc etc…Source: Google
    65. 65. OfflineOffline 2 Online Channels Australian GDP 96.6% Online 3.4%
    66. 66. OfflineTV eCommerce
    67. 67. OfflineBuy in seconds
    68. 68. OfflineCatalogue eCommerce
    69. 69. Building the store
    70. 70. Ecommerce Homepage Essentials49.7% of customers land on home page of e-commerce sites (DoubleClick) • Latest offers - It makes sense to promote offers or sales on the homepage.• Search box- Help customers to find what they want quickly • Promotional area - it makes sense to promote your products, give• Logo customers some ideas and link to them.• Tagline- Can help to quickly define your brand for visitors. • Images – For aesthetic appeal, but also help to convey what the site does• Store finder- Customers often come to the site to locate branches. to the new visitor.• Telephone number - A great way to reassure customers, as well as a useful • Email sign up - Email marketing works, so give customers the option of shortcut. signing up.• Contact details - Customers should be able to easily find contact details on the • Delivery information – can be prominent if you have a delivery offer to homepage - at least in the footer. promote (footer)• Address - The companys registered address is a good way to reassure new • About us - Useful for customers and journalists (footer) visitors (footer). • Link to press office/corporate site - Makes it easy for journalists to find• Account /sign in - Returning customers, or check/track an order. out more about the company or financial reports.• Top navigation bar - Obvious, but expected. • T+Cs - May not be read by many, but needs to be there for those that need• Shopping basket /checkout - Expected at the top right of the page, so it it. makes sense to place it there. • Status updates - Various events may affect prices or delivery, such as Australia Post strikes, or bad weather etc.Source: Source: Econsultancy Blog – 27 Things I need to see on an e-commerce homepage
    71. 71. Home PageSource: eConsultancy
    72. 72. Mega Menus (good example)
    73. 73. Mega Menus (bad example)
    74. 74. Search & Navigation Provide relevant refinements Highlight special features for items on product listingAutocomplete with search suggestions Simple paging, sort options ideally at top and bottom of page
    75. 75. Product Page RequirementsEssentials Enhanced Experience•Product title •Product reviews•Images •Tools for rating reviews•Add to cart button •Sorting options for reviews•Price •Bookmarks / sharing / tweet this / send to a friend•Availability •Add to wish list (item / seller)•Payment methods •Product recommendations•Shipping (delivered to / carrier options / fees / offers) •Video •360 degree views of products•Returns policy •Tools to zoom in on products•Product description•Product detail •Colour chart(materials used / dimensions / weight / cleaning / washing) •Trust-marks (security signs, testimonials)•Sizing / size guide •Live chat (or a prominent contact number)•Colour options •Number of items produced (if limited run)•Product tags / categories •Product code/ISBN/Barcode •Stats (views / fans / item follows / sales)Source: Source: Econsultancy
    76. 76. Product Content Reinforce value prop Create sense of urgency Clear pricing + buy CTA Postage Images in estimator. all colours Pre-empt and angles questions. + product video. Returns & delivery info All extended product data required to make purchase decision.
    77. 77. Simple and clean carts work best Shipping offer reinforced Light box pop-up access to policies without having to leave the page Ability to Ability to change apply shipping options promo code Contrasted button for main Confirm CTA payment methods
    78. 78. Technology / PlatformsPlatform / tools decision should be driven by clearly defined business requirements – nothing else! Custom Build / Proprietary Bespoke solution can be very $$ to build & maintain but provides ultimate flexibility. Basic SaaS Open Source Enterprise Enterprise SaaS packages Requirements, scalability and cost
    79. 79. Go!
    80. 80. Considerations1. Do your research!!2. Test if possible – eBay is your friend3. Focus on MVP - Launch first & polish later4. Fail quickly, fail often5. Use bulk of funds for stock & marketing
    81. 81. Project Briefing1. Clearly define goals2. Describe audience, USP3. Document all key use cases4. Prepare site map & content in advance5. Document all key processes
    82. 82. Getting started quickly – cross hurdles Platform / Design / Customer Customers Payments LogisticsTechnology Development Service Use SaaS Crowd Google PayPal 3PL Extensive Source AdWords FAQs Use Affiliates Live Chat Templates Facebook Offshore
    83. 83. Resources
    84. 84. Blog resources http://econsultancy.com/au http://www.internetretailer.com/ http://blog.kissmetrics.com/http://www.marketingexperiments.com/blog/ http://www.mequoda.com http://blog.comscore.com/ http://blog.demandware.com/ http://socialcommercetoday.com/ http://www.theverge.com http://www.powerretail.com.au/
    85. 85. Good Books to read
    86. 86. Thanks! Questions? jw@amblique.com 02 8272 3800 0413 517 477 @justuswilde

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