[00:00:00] Hello and welcome to E-Com Insights, the podcast where we give you data-led tips to optimize your profits online.

[00:00:11] Hello and welcome back to E-Com Insights with me, Rayl.

[00:00:14] I'm me, Matt.

[00:00:15] On today's episode, we're joined by Anand Madani, Business Development Manager at ParcelHub. How's it going, Anand?

[00:00:22] Very well, thanks guys. How are you guys doing?

[00:00:24] Good, thanks. Nice to come on.

[00:00:26] Cool. So yeah, today we're talking about all things logistics, shipping, delivery for brands on e-commerce marketplaces,

[00:00:33] best practices, cross-border, new innovations, what's keeping people awake at night, all these sorts of things.

[00:00:41] But first off, we really need to get to know you, Anand. So you've been at ParcelHub for four years,

[00:00:48] something like 15 years as part of the Whistle Group. So yeah, take us through your journey.

[00:00:53] Well, you know, I didn't expect to really be here as a young graduate from Queen Mary's University

[00:01:05] where did my career really get to this stage? And I think if I take it back to when I finished university,

[00:01:12] a lot of friends went and worked in the city, were finance companies and didn't really know where I wanted to go.

[00:01:19] Worked with my father in his family business for a bit. And where the connection, I suppose, came into kind of the e-commerce and into logistics is,

[00:01:29] I've got a little part-time job as a counter-operative at the post office.

[00:01:34] And then, you know, it links back to that because, you know, you're serving pensioners, getting their little gyro for the week.

[00:01:45] You're getting, you know, the fish license and the gaming license. But then there's a man that comes along with a couple of sacks of parcels.

[00:01:55] And the thing was, you know, you get to know this person and he ended up being my first employer because he sold pre-loved games, DVDs,

[00:02:08] and all two things to do with kind of gaming. So essentially, he would get those items, list them on eBay.

[00:02:16] And from there, that's what he would do. I managed to blag a couple of hours with him and increase that number to which, you know, being a young person,

[00:02:30] itching for more and more opportunities come up with companies.

[00:02:34] And I've worked at the Whistle Group now for well over 10 years and started off entry-level customer service,

[00:02:44] worked within that element of dealing with complaints and public sector to where I grew again and became a contract manager for the company,

[00:02:58] essentially working under an account director.

[00:03:00] So I've been working with rather sizable companies to which are household brands today.

[00:03:09] And again, you know, where else can I progress to where I am now, you know, building new business for Parcel Hub?

[00:03:19] It's great. I think, I mean, a little disclaimer about three or five years ago, I was working for P&O Trans-European Logistics.

[00:03:28] So I have some knowledge of where it's from, but there was a long, long time ago.

[00:03:33] And boy, the technology's changed over those years, hasn't it?

[00:03:37] So I mean, like over that 25, 15 years, we're now just logistics.

[00:03:42] People go, oh, that's moving stuff to A to B, but it's so much more than that, isn't it?

[00:03:46] Oh, absolutely.

[00:03:46] Things have changed massively within logistics, whether it's for a letter, whether it's for a parcel, whether it's for freight.

[00:04:01] I suppose we, as consumers, we're a bit more demanding because we want our parcel yesterday or our letter yesterday.

[00:04:13] But also, you've also got to look at it from a perspective of there's add-ons there, you know?

[00:04:20] There's extra features there.

[00:04:21] And I think that's really quite an exciting thing more and more.

[00:04:26] We're seeing 10 years plus on that whistle group.

[00:04:30] Yeah.

[00:04:31] But I said, and the data, this needed to, let alone next day delivery, I mean, Amazon Prime Now's in the London area is the same working days.

[00:04:41] And it's, I mean, that which, when that first happened, it sort of blew my mind thinking, my God, that is such a hard thing to do.

[00:04:49] So, yeah, I mean, that'd be really useful to sort of go through that more and more, really.

[00:04:53] Yeah, absolutely.

[00:04:55] I think from my perspective, when we talk about what has changed, you know, I'm making myself sound really old now.

[00:05:04] I'm only 39.

[00:05:05] But, you know, what has changed in my time at Whistle is, you know, things, I think one of the first things I encountered was things like 2D barcodes from Royal Mail.

[00:05:16] Royal Mail advising their customers, you know, you can get a confirmation of a delivery.

[00:05:25] You know, if you've ever sent anything down the post office of importance and you didn't want to send it a special delivery, they gave you that little white slip, right?

[00:05:32] They said, we'll stamp it and they'll give you it.

[00:05:35] Well, that changed with a 2D barcode.

[00:05:37] And that came into play and customers, you know, had that element of, oh, I've had it delivered.

[00:05:47] You know, recently there's talks of drones, you know, how a drone is going to be delivering your parcel.

[00:05:56] Milton Keynes has got co-op using these little robots delivering your groceries.

[00:06:04] I almost ran over one of those.

[00:06:08] Be careful.

[00:06:08] That's an expensive bit of kit.

[00:06:10] But, you know, even within parcels, if you think not as kind of transforming, but things like locker boxes, how amazing is that?

[00:06:20] You know, the fact that you can drop your item to a locker box or have it delivered to a locker box because it's convenient to you.

[00:06:28] Especially, like you mentioned, if you live in London or a busy, busy urban area, you know, block of flats, for example, it can sometimes be problematic to have a parcel delivered.

[00:06:41] So having those different elements there and that tech piece there, I think that's really, really important.

[00:06:47] I think more and more I'm seeing kind of eco and CO2 elements being brought into logistics as well.

[00:06:57] You know, people want to see how much CO2 emissions a parcel has potentially used.

[00:07:03] So I think that's come into it.

[00:07:05] And, you know, I'm a big advocate of it.

[00:07:08] You know, things like what three words?

[00:07:09] Massive, you know, in terms of exact location.

[00:07:13] And I suppose, again, a big thing which is really coming through is now paperless returns.

[00:07:19] You know, forget having to turn your HP printer on.

[00:07:25] You know, paperless return.

[00:07:27] It's on your phone.

[00:07:28] Scan a QR code.

[00:07:29] Yes.

[00:07:30] There you go.

[00:07:31] That's fantastic for me.

[00:07:32] I mean, we've gone way out into the ether of like there's a load of technology out there.

[00:07:39] But I feel like we should breathe back into the conversation ready to make sure we're all on the same page.

[00:07:44] Can you give the listeners a quick overview of the different fulfillment options e-commerce brand could have?

[00:07:51] Sure.

[00:07:51] So in terms of kind of fulfillment options, there's a number of different options out there.

[00:07:57] And I suppose it's very personal to you as a company and what your kind of business, you know, plan is.

[00:08:09] But in terms of you can fulfill the products yourself.

[00:08:12] So that is you having the bricks and mortar, having the staff in place to fill those products.

[00:08:20] So it would be you having the products brought in.

[00:08:25] So that element of logistics there.

[00:08:27] You then unpacking those pallets, putting them into a location, and then having the staff essentially,

[00:08:37] when the order comes in, off they go and pack them.

[00:08:43] Finally, having the logistics contracts in place for someone to collect those products up.

[00:08:49] So in a nutshell.

[00:08:50] Sorry to interrupt.

[00:08:51] I mean, this sounds like you need to be of sufficient scale to make that work, right?

[00:08:54] I mean, this is something.

[00:08:55] I don't know if you have like a number in mind or sort of GMV or something like that in mind.

[00:09:02] But it sounds like you need to be sizable for that to make sense.

[00:09:04] Yeah.

[00:09:05] Yes and no, really.

[00:09:06] I mean, I come across customers that, you know, are doing fulfillment of their own products

[00:09:14] from their own garage to sizable shit.

[00:09:20] Yeah.

[00:09:20] But I think, you know, if you're selling garden furniture and you've created that, it's not

[00:09:27] going to work out of your garage, right?

[00:09:29] But for a clothing brand or sticker company, you know, stickers don't take up mass amounts

[00:09:39] of space.

[00:09:40] So I think you've got to have that in the back of your mind when you're building that business

[00:09:45] plan to say, okay, we may start off here, but where are we going?

[00:09:50] And that's where the other options kind of potentially could come in place.

[00:09:55] So, you know, you may want to outsource it to a third party.

[00:09:59] And when you're outsourcing it to a third party, you've got to look at the factors of where

[00:10:04] are they based?

[00:10:05] How many staff have they potentially got?

[00:10:08] Do they understand your products?

[00:10:10] Do they have the space for your product?

[00:10:15] What is potentially their way of, you know, getting those products out to customers?

[00:10:23] Do they have a number of contracts in place?

[00:10:25] Are they compliant for their products as well for alcohol or MHRA?

[00:10:30] Absolutely.

[00:10:31] It's massive.

[00:10:32] You know, if you think if you're a perfume brand, does a fulfillment have the relevant

[00:10:39] DG qualifications?

[00:10:41] You know, there's so many different factors that come into place.

[00:10:44] And I think they're the things that you need to consider.

[00:10:47] Likewise, location of the location of the fulfillment site.

[00:10:53] Do you know, do you want to be a little bit hands on and kind of have meetings with the

[00:10:57] management team every month?

[00:10:58] Or do you want it, you know, cheapest possible fulfillment option because they're based in

[00:11:06] the Highlands?

[00:11:07] Because they're offering you a fraction of cost of a fulfillment site in London.

[00:11:12] So, you know, you've got to consider all these different elements there.

[00:11:16] I think the third option, which is really worth looking at, and I suppose it's more towards

[00:11:22] kind of low value goods that I've seen across the customers is dropshipping.

[00:11:26] So, you're not even having a control.

[00:11:30] So, it could be the manufacturer.

[00:11:31] So, you've purchased from the manufacturer a white label product.

[00:11:36] They're able to brand it as yourself.

[00:11:38] And they go, well, I'll tell you what, we'll do the shipping for you.

[00:11:42] All you're essentially doing is marketing the product and getting the product out there.

[00:11:47] But they have that control of, you know, fulfilling the order, the pick, pack, and that process there.

[00:11:56] Is there a right answer for any of those?

[00:11:59] I think it really does depend on your brand, your product, where you really want to scale

[00:12:06] up with things.

[00:12:08] Yeah.

[00:12:08] And you mentioned that the cost element, which is, I would say to listeners, before you,

[00:12:13] you know, before you buy, really consider at least two or three logistics providers and

[00:12:18] go over all those elements we've just discussed really, because there's one thing that's bitten

[00:12:24] me consistently on the backside is in the past seeing customers that have gone for the

[00:12:30] cheapest option for logistics.

[00:12:31] And it all fall.

[00:12:33] Things go missing, returns go up, breakages, and it's so many headaches, it can store up

[00:12:39] as well.

[00:12:39] So, you know, any advice about getting the best value probably for your logistics?

[00:12:44] Yeah, absolutely.

[00:12:46] Well, you've said that.

[00:12:48] I think you've got a question.

[00:12:50] Why is it the cheapest option?

[00:12:52] So if you're sending a high value item that is, you know, £1,000 plus, why would you go

[00:13:00] with the cheapest logistical option?

[00:13:04] You've got to ask yourself that.

[00:13:08] From my perspective, you've got to look at the elements of, A, from picking and packing

[00:13:16] to the box.

[00:13:18] A, you know, where is that being packed?

[00:13:21] How is it being packed?

[00:13:22] What level of detail is that going into?

[00:13:24] Then in terms of number of hands touching the product, how do they pack the pallet?

[00:13:30] How is that transported to the main hub?

[00:13:32] You know, what does that main hub do in terms of, you know, communing that product around their

[00:13:40] network?

[00:13:40] These are a lot of things involved.

[00:13:43] If you've got a high value product there, you know, how does that end delivery happen?

[00:13:49] We had a conversation with DPD recently and they talked about high value products and

[00:13:55] having pin cones now.

[00:13:56] Well, that's fantastic.

[00:13:58] That's really great, you know.

[00:13:59] So, and it came into play when I ordered a laptop.

[00:14:03] The laptop came and the driver said to me, can you tell me your pin code?

[00:14:07] And I was like, well, this is fantastic.

[00:14:09] They've not just asked for a signature.

[00:14:11] They've not left it there because it's been marked as a high value item.

[00:14:17] But then they've asked me for the pin and I think that's really important there.

[00:14:21] Going on to that is the customer service element.

[00:14:25] For me, that's a really important factor in that.

[00:14:28] How easy is it to communicate a problem?

[00:14:30] How easy is it to identify a problem on the portal that you're working for?

[00:14:36] In terms of how easy is it to get hold of an escalation point?

[00:14:40] How quickly can they resolve these things?

[00:14:42] So, there's a lot of factors and I think in my time, you know, working within sales,

[00:14:49] I think I come across customers.

[00:14:50] They will always come say to me, I want the cheapest option.

[00:14:55] Then I go, okay, I presented you with option A, B and C.

[00:15:00] I'm giving you a consultative approach.

[00:15:02] This is the cheapest option.

[00:15:03] This is an option to support you for all of your goods.

[00:15:07] But because we're a multi-carrier provider, maybe you can use a bit of this and a bit of that.

[00:15:13] And that gives you that flexibility there.

[00:15:15] I think as well, it's worth maybe just going over what you mean by fulfillment.

[00:15:20] Meaning what are the different steps involved?

[00:15:22] Because you used a bunch of terms there on picking and packing and sorting and all these sort of things.

[00:15:26] So, maybe just go through what a typical process looks like, if you don't mind.

[00:15:29] Sure.

[00:15:30] So, in terms of what fulfillment is, essentially, you are fulfilling an order.

[00:15:38] So, you are working towards picking a product off a shelf that has been placed on order through a marketplace,

[00:15:51] through your own website.

[00:15:52] It could be a sample.

[00:15:54] For example, you have a member of staff or outsourced in a fulfillment center to put those products within the packaging

[00:16:06] to then place them on your pallet to your logistics provider.

[00:16:15] And that, they manage that process if it's outsourced.

[00:16:19] If it's self-fulfilled, it's something that's managed by yourselves and your team.

[00:16:27] And you're managing the factors from, like we said, the bricks and mortar, the cost of the building,

[00:16:34] the wages of the staff, you know, the shift patterns,

[00:16:40] how many potentially items you could potentially pack per hour.

[00:16:46] And then you're looking after that contract there as well with the logistics provider.

[00:16:52] And that's something in terms of fulfillment.

[00:16:54] So, there's a number of different ways that I've mentioned.

[00:16:58] It's just got to be right for you and your business plan.

[00:17:03] Time for a short break.

[00:17:06] If you want to dive deeper into the conversation,

[00:17:09] visit www.ecominsights.co.uk to download exclusive content.

[00:17:14] Today's report is brought to you by Optimizon and Limworks,

[00:17:18] streamlining multi-channel selling.

[00:17:20] If you're looking to take your e-commerce game to the next level,

[00:17:23] this guide is packed with strategies to help you expand across multiple marketplaces.

[00:17:26] Go to www.ecominsights.co.uk to download your free copy today.

[00:17:33] Now on with the show.

[00:17:39] We've not mentioned one of the elephants in the room in the world of logistics,

[00:17:44] which is Amazon, which is arguably one of the world's largest logistics companies.

[00:17:48] I mean, do you want to just talk through the different options there

[00:17:55] from Amazon's point of view?

[00:17:57] Bear in mind there are other providers out there for all of their...

[00:18:00] Yeah, sure.

[00:18:01] But how, you know, you could look to dovetail because there's different fulfillment options as well.

[00:18:07] Absolutely.

[00:18:07] And I think there's no set right or wrong in terms of, you know,

[00:18:16] do we have an item fulfilled by Amazon?

[00:18:18] So that term FBA, you know, if you're thinking of launching an e-commerce business,

[00:18:25] the word FBA or FBM, I'm sure there's other variations of it,

[00:18:32] but FBA fulfilled by Amazon.

[00:18:34] So essentially you have a product and Amazon get that product in one of their locations scattered around the UK

[00:18:45] or across the world.

[00:18:47] And they do the picking, they do the packing,

[00:18:51] and they fulfill the product.

[00:18:53] What that gives them is the element of selling on their website to the end consumer.

[00:19:02] They've got that control.

[00:19:05] They have that control over you in terms of how quickly they fulfill that product

[00:19:11] or how quickly they pick and pack it.

[00:19:12] You know, and if you've ever seen an Amazon warehouse,

[00:19:16] I'm sure there's robots and loads of conveyor belts going all over the place

[00:19:20] and they do it pretty quick.

[00:19:22] So they hold that control there and they'll get that out to you.

[00:19:28] As we all know, you know, most of us, I suppose, in terms of that FBA approach,

[00:19:35] you get it the next day or the same day in some cases,

[00:19:39] most cases if you're in an urban area.

[00:19:42] So they hold that element, but you don't have a say in terms of a variation of couriers.

[00:19:49] It goes via Amazon Shipping or one of their partner couriers that they're using.

[00:19:55] The other alternative, I suppose, is merchant fulfilled options.

[00:20:03] And what we mean by this is you are a seller on Amazon.

[00:20:08] You're getting the orders through and you are picking, packing,

[00:20:13] dispatching those products yourself.

[00:20:16] Now, linking back to what we said earlier,

[00:20:18] that could be within your own warehouse,

[00:20:20] that could be within a third-party warehouse,

[00:20:23] or that could be in a dropshipper.

[00:20:26] It could be within one of those elements there.

[00:20:29] But essentially, you are taking control.

[00:20:32] And what that gives you potentially is control over the couriers,

[00:20:39] control over your staff,

[00:20:41] control over the costings.

[00:20:43] I don't know what the costings are with Amazon in terms of to fulfill a product,

[00:20:47] but certainly when I speak to prospects,

[00:20:52] they use a variation of the two.

[00:20:57] Because depending on the margin that's in that product,

[00:21:00] they've got,

[00:21:01] this is actually better placed with Amazon

[00:21:03] because it's a fast-moving product

[00:21:05] and we want to get this out as quick as possible.

[00:21:07] And people just tend to want it the next day.

[00:21:11] Whereas these products are a little bit slower

[00:21:13] and potentially we can have a bit more control of it.

[00:21:18] But more importantly...

[00:21:19] That's true.

[00:21:19] Yeah.

[00:21:21] You've got to bear in mind,

[00:21:22] because that obviously sounds like a perfect solution for a busy business.

[00:21:26] But, but, but, but, but, you know,

[00:21:28] you've got to think,

[00:21:28] is this...

[00:21:30] FBA costs have been going up consistently most recently.

[00:21:34] One.

[00:21:35] Two, if the product's really heavy,

[00:21:37] like a 20kg bag of dry dog food or whatever,

[00:21:41] and there's a big old thing,

[00:21:42] there's going to be cost prohibitive.

[00:21:44] You'll need two people to lift that into a fan.

[00:21:47] Amazon is like,

[00:21:48] don't want anything to do with that.

[00:21:51] Or, you know,

[00:21:52] you've got a really particular unboxing experience.

[00:21:54] My brand head on is like,

[00:21:57] certain brands,

[00:21:58] certain quality brands,

[00:21:59] really want to arrive the package,

[00:22:03] what it's meant to arrive in one piece,

[00:22:07] not being slung over the golden wall.

[00:22:09] And it opens up and it's beautiful and all that sort of thing.

[00:22:12] So if you want to control all that experience,

[00:22:14] we have a product that's hazardous or something.

[00:22:17] It's quite fragile.

[00:22:19] And you look at,

[00:22:19] I just want to trust my guys and girls to deliver it or back it.

[00:22:24] And if you fall into that category,

[00:22:26] then, you know,

[00:22:27] they have to be fulfilled by merchants,

[00:22:29] probably the way to go, isn't it?

[00:22:32] Yeah, 100%.

[00:22:32] I think it does give you a lot more control

[00:22:36] in terms of quality

[00:22:41] and the other factors that we mentioned.

[00:22:44] But that's not to say,

[00:22:45] you know,

[00:22:46] you've got to also counteract that

[00:22:48] with the issues that do come with it.

[00:22:51] So if you're having to manage people,

[00:22:56] wages are going up.

[00:22:57] And if you're in an area

[00:22:59] where there is potentially

[00:23:02] a number of industrial kind of businesses there,

[00:23:07] you know,

[00:23:08] staff could potentially leave for an extra 50 pence.

[00:23:11] Location,

[00:23:12] you know,

[00:23:13] if you're,

[00:23:14] if you're based in

[00:23:16] the Highlands

[00:23:19] against,

[00:23:20] you know,

[00:23:21] a,

[00:23:22] a location that's based in London,

[00:23:24] got to be realistic here

[00:23:25] in terms of

[00:23:26] your overall costs

[00:23:28] are going to be a hell of a lot higher.

[00:23:30] So this is what we mean by

[00:23:32] got to work that out.

[00:23:33] But then you're right,

[00:23:35] Matt,

[00:23:35] in terms of

[00:23:36] that quality,

[00:23:37] if you're sending out a,

[00:23:39] a bracelet

[00:23:40] that is,

[00:23:41] you know,

[00:23:43] thousands of pounds

[00:23:44] and they get it in

[00:23:45] in really nice paper,

[00:23:47] it's packed nicely,

[00:23:48] you know,

[00:23:49] they,

[00:23:49] they price spray some perfume in there.

[00:23:52] So you open it up.

[00:23:53] Are you going to get that

[00:23:54] with an Amazon

[00:23:55] fulfilled by Amazon approach?

[00:23:57] I don't think you will.

[00:23:59] Whereas

[00:23:59] if you deal with that in-house,

[00:24:01] you have that ability

[00:24:02] of putting those quality checks

[00:24:04] in place.

[00:24:05] So I know,

[00:24:06] I know last year,

[00:24:06] Amazon was running

[00:24:07] at least a trial

[00:24:08] or trials around

[00:24:09] actually offering

[00:24:10] custom packaging.

[00:24:12] I don't know the outcome of them.

[00:24:13] I don't really know

[00:24:14] of a customer using them,

[00:24:16] but perhaps,

[00:24:16] you know,

[00:24:17] listeners can get in touch

[00:24:18] with any of those results there,

[00:24:19] Matt.

[00:24:19] I don't know if,

[00:24:20] if you know of anything on that.

[00:24:22] No,

[00:24:22] no,

[00:24:22] to be fair,

[00:24:25] I always,

[00:24:26] always ask the question

[00:24:27] to,

[00:24:28] to,

[00:24:28] to prospects

[00:24:29] and to customers,

[00:24:31] where does your traffic sit?

[00:24:33] Where does it,

[00:24:34] where does it kind of go?

[00:24:35] Does it go,

[00:24:36] does it go down the all Amazon route

[00:24:39] and we only get a small element of it

[00:24:41] or do you place it 50-50?

[00:24:44] And it's continuously changing

[00:24:45] in terms of your buying costs.

[00:24:48] You know,

[00:24:49] recently,

[00:24:50] the FBA costs have gone up

[00:24:52] as mentioned.

[00:24:53] So,

[00:24:53] some of my customers

[00:24:54] have pulled back

[00:24:55] and they've gone,

[00:24:56] right,

[00:24:56] and potentially,

[00:24:57] if we gave you some more volume,

[00:24:59] do you reckon you could,

[00:25:00] you could have a discussion

[00:25:02] about pricing?

[00:25:03] And we're like,

[00:25:03] well,

[00:25:04] you know,

[00:25:04] absolutely,

[00:25:05] we can have a conversation

[00:25:06] about,

[00:25:07] if you're going to increase

[00:25:08] your spend with us,

[00:25:09] then there's a,

[00:25:11] there's a discussion

[00:25:11] to be had there.

[00:25:12] But I think having

[00:25:14] that control in-house

[00:25:15] also allows you

[00:25:17] to,

[00:25:17] to factor in

[00:25:18] other,

[00:25:19] other areas of revenue.

[00:25:22] So,

[00:25:22] your own site,

[00:25:24] your TikToks,

[00:25:25] your Wayfares,

[00:25:26] your,

[00:25:26] you know,

[00:25:27] B&Qs,

[00:25:28] your Tesco marketplaces,

[00:25:30] they're all new things.

[00:25:31] And once you've established

[00:25:33] your,

[00:25:34] yourselves on an Amazon

[00:25:35] and so forth,

[00:25:36] you might be looking at those

[00:25:37] and it might be easier

[00:25:38] to actually fulfill that

[00:25:40] yourselves.

[00:25:41] And,

[00:25:42] um,

[00:25:42] one you did mention

[00:25:43] on the list,

[00:25:43] of course,

[00:25:44] is a TikTok shop.

[00:25:45] That's one of the new

[00:25:46] kids on the block.

[00:25:47] It is.

[00:25:48] Yeah,

[00:25:48] yeah.

[00:25:48] You should buy a TikTok app,

[00:25:50] should buy a seller as well.

[00:25:52] Um,

[00:25:53] how can brands

[00:25:54] streamline,

[00:25:55] um,

[00:25:56] different marketplaces

[00:25:57] and their delivery systems?

[00:25:58] And,

[00:25:58] you know,

[00:25:59] for TikTok

[00:26:00] and sort of,

[00:26:01] immediate,

[00:26:01] that stay delivery

[00:26:02] is really important,

[00:26:03] isn't it?

[00:26:04] Yeah.

[00:26:04] So TikTok's the new,

[00:26:05] the new kid on the block

[00:26:07] and I think,

[00:26:07] um,

[00:26:09] the prospects

[00:26:09] that I'm speaking to,

[00:26:13] some of them are

[00:26:14] very much,

[00:26:15] we said on TikTok shop,

[00:26:16] that's all we do.

[00:26:18] Um,

[00:26:18] and I'm like,

[00:26:19] great,

[00:26:19] what do you sell?

[00:26:20] And the sort of stuff

[00:26:21] that they are selling

[00:26:22] is clothing,

[00:26:25] Korean noodles,

[00:26:27] just random things

[00:26:29] where I go,

[00:26:30] you're,

[00:26:31] you're doing a lot of this

[00:26:31] and it's almost

[00:26:32] a discovery platform there.

[00:26:34] And then the next day element

[00:26:35] is,

[00:26:36] is,

[00:26:36] is really important

[00:26:37] to that,

[00:26:38] to that piece.

[00:26:39] But then I'm asking,

[00:26:41] asking those questions.

[00:26:42] Okay,

[00:26:42] great.

[00:26:43] You're selling on TikTok,

[00:26:44] but where else are you selling?

[00:26:45] Where else are you selling?

[00:26:47] And,

[00:26:48] um,

[00:26:48] recently we're working

[00:26:50] with a company,

[00:26:51] um,

[00:26:51] two,

[00:26:52] two girls that

[00:26:53] have started up

[00:26:53] a clothing brand

[00:26:55] and they said,

[00:26:56] we're selling

[00:26:57] hundreds of items

[00:26:58] a day on TikTok

[00:26:58] and I'm like,

[00:26:59] I'm loving this.

[00:27:00] You know,

[00:27:01] you're,

[00:27:01] you're 18,

[00:27:02] 19.

[00:27:03] I was like,

[00:27:03] are you selling anywhere else?

[00:27:05] No,

[00:27:05] we're just selling on TikTok.

[00:27:07] We're doing TikTok live.

[00:27:08] We're doing it from our garage.

[00:27:09] Uh,

[00:27:10] can you help us out?

[00:27:10] Because we're launching on our,

[00:27:12] we're launching our Shopify site,

[00:27:14] but we also want to deal

[00:27:15] with international

[00:27:16] and other bits.

[00:27:17] And I'm like,

[00:27:18] love that.

[00:27:19] So they reached out

[00:27:20] to,

[00:27:21] to,

[00:27:22] to,

[00:27:23] uh,

[00:27:23] a partner that we're working

[00:27:25] with,

[00:27:25] uh,

[00:27:25] called Ship Theory,

[00:27:26] uh,

[00:27:27] which is a software brand.

[00:27:28] Other brands,

[00:27:29] you know,

[00:27:30] other softwares out there,

[00:27:31] you know,

[00:27:32] Limworks,

[00:27:32] Dispatch Cloud,

[00:27:34] Pickpack Direct.

[00:27:35] This,

[00:27:35] there's a number of them out there,

[00:27:36] but they reached out

[00:27:38] to,

[00:27:38] to Ship Theory

[00:27:39] and they said,

[00:27:40] look,

[00:27:40] we need an ability

[00:27:42] to,

[00:27:43] to bring in everything

[00:27:45] to one place,

[00:27:46] different streams

[00:27:47] into one place.

[00:27:48] It was like,

[00:27:48] okay,

[00:27:49] we can help you.

[00:27:50] We can help you with that

[00:27:52] because the software allows you

[00:27:53] to,

[00:27:54] to plug in all your different

[00:27:56] revenue streams.

[00:27:57] So your,

[00:27:58] your,

[00:27:58] your potential Amazons,

[00:27:59] your,

[00:28:00] your Ebays,

[00:28:01] your,

[00:28:01] your TikToks,

[00:28:02] your Shopify's,

[00:28:03] and then filter that through

[00:28:05] to,

[00:28:05] to Parcel Hub

[00:28:06] where it generates

[00:28:08] the labels for them.

[00:28:10] And that's not necessarily

[00:28:11] with one carrier,

[00:28:12] but it's with a,

[00:28:13] a variety of different carriers

[00:28:15] supporting them

[00:28:16] on what they need.

[00:28:17] So I think,

[00:28:18] for me,

[00:28:20] having the tech piece

[00:28:23] involved in that,

[00:28:24] that's massive.

[00:28:25] That's really important.

[00:28:27] And it,

[00:28:27] it's not expensive.

[00:28:29] You know,

[00:28:30] it's really not expensive.

[00:28:31] It's,

[00:28:32] I would put that

[00:28:33] in the same category

[00:28:34] as you selling,

[00:28:37] you know,

[00:28:37] you purchasing your,

[00:28:39] your packaging.

[00:28:40] Cause if you've got

[00:28:42] a good product

[00:28:43] that needs

[00:28:45] to be fulfilled,

[00:28:47] that's,

[00:28:48] that's part of that process.

[00:28:49] So we're talking here

[00:28:50] something like a

[00:28:52] live inventory

[00:28:53] system,

[00:28:54] ultimately.

[00:28:55] That's,

[00:28:55] that's multi-channel,

[00:28:56] right?

[00:28:56] Absolutely.

[00:28:57] Absolutely.

[00:28:58] So it gives you

[00:28:59] that ability of

[00:29:01] all the different streams

[00:29:02] coming together

[00:29:03] up one funnel.

[00:29:04] So when you open up

[00:29:06] your laptop

[00:29:06] or your,

[00:29:07] you know,

[00:29:08] your desktop,

[00:29:09] you just see the orders

[00:29:10] and that's what you see.

[00:29:12] The,

[00:29:14] the consignment numbers

[00:29:15] will then

[00:29:17] be generated

[00:29:18] and they would feed

[00:29:20] back within

[00:29:20] the inventory system

[00:29:22] back to the relevant

[00:29:24] trading platforms.

[00:29:26] Just,

[00:29:26] all right,

[00:29:27] we talked about

[00:29:27] convenience with delivery

[00:29:29] and what I'd be

[00:29:31] really interested in,

[00:29:32] I guess from a conversion

[00:29:33] the data point of view

[00:29:34] is next day

[00:29:36] or free,

[00:29:36] or free delivery,

[00:29:38] which one would you

[00:29:38] choose really?

[00:29:41] Yeah.

[00:29:42] Um,

[00:29:43] so I,

[00:29:45] my kettle broke

[00:29:46] last week

[00:29:47] and,

[00:29:48] uh,

[00:29:48] jumped onto Amazon.

[00:29:50] Lo and behold,

[00:29:51] I ordered it at 8.30

[00:29:53] in the morning.

[00:29:53] It was there the same day.

[00:29:54] So next day

[00:29:56] I was like,

[00:29:57] wow,

[00:29:58] this has come the same day,

[00:29:59] but next day,

[00:30:01] you know,

[00:30:02] I think is a,

[00:30:03] is a very important

[00:30:04] factor to that.

[00:30:05] And,

[00:30:06] um,

[00:30:07] and we did some research

[00:30:08] with,

[00:30:08] with Consumer X,

[00:30:10] uh,

[00:30:10] the whistle group

[00:30:11] where,

[00:30:11] nearly 60%

[00:30:14] have paid extra

[00:30:15] for next day delivery.

[00:30:17] So,

[00:30:19] that is,

[00:30:20] that's a,

[00:30:21] that's really important.

[00:30:22] Now,

[00:30:22] you've got to ask yourself,

[00:30:24] why have you done that?

[00:30:25] There could be a threshold

[00:30:26] to,

[00:30:26] you know,

[00:30:28] to qualify

[00:30:29] for next day.

[00:30:30] So,

[00:30:31] purchase 100 pounds

[00:30:33] worth of goods

[00:30:33] and get free delivery,

[00:30:35] next day delivery.

[00:30:36] Or,

[00:30:38] you want that product

[00:30:39] yesterday,

[00:30:41] you know,

[00:30:41] because you're buying it

[00:30:42] for a birthday,

[00:30:43] it's a gift or whatever.

[00:30:44] But,

[00:30:44] I think,

[00:30:45] in terms of that,

[00:30:46] I think consumers

[00:30:47] really do want things

[00:30:50] next day.

[00:30:51] And I think we,

[00:30:52] we definitely saw that

[00:30:54] over COVID,

[00:30:55] uh,

[00:30:56] where there was a demand

[00:30:57] for it

[00:30:58] and,

[00:30:58] and brands just really

[00:31:00] couldn't keep up with that.

[00:31:02] And,

[00:31:02] and that is continued,

[00:31:04] continued to go forward on there.

[00:31:05] There is one,

[00:31:06] I guess,

[00:31:07] counter example

[00:31:08] or trend possibly

[00:31:09] around like Timu

[00:31:10] and things like that,

[00:31:10] right?

[00:31:10] Where people actually are

[00:31:12] prepared to wait,

[00:31:13] I don't know,

[00:31:14] 10,

[00:31:14] 14 days,

[00:31:15] uh,

[00:31:15] because it's a good deal.

[00:31:16] It's a good price.

[00:31:17] And so,

[00:31:18] I suspect it's probably

[00:31:19] pretty category specific

[00:31:21] around,

[00:31:21] I don't know,

[00:31:22] obviously sort of

[00:31:23] consumables

[00:31:23] or emergency type things.

[00:31:25] Then clearly that's,

[00:31:26] time is the most

[00:31:26] important variable there.

[00:31:27] But,

[00:31:27] things like clothing

[00:31:28] or,

[00:31:29] I don't know,

[00:31:29] gadgets and stuff.

[00:31:30] Um,

[00:31:31] even though people,

[00:31:31] um,

[00:31:32] have been conditioned

[00:31:34] by Amazon Prime

[00:31:35] for,

[00:31:36] I don't know,

[00:31:36] 10,

[00:31:37] 15 years or something.

[00:31:38] Um,

[00:31:39] I just wonder whether

[00:31:39] there's a bit of a shift

[00:31:40] in certain categories now

[00:31:41] where actually it's not

[00:31:42] the most important variable.

[00:31:43] Yeah,

[00:31:44] that's a really good question.

[00:31:45] I think

[00:31:46] it depends on,

[00:31:47] on the consumer

[00:31:48] and what they need

[00:31:50] and,

[00:31:51] and,

[00:31:52] again,

[00:31:52] the products,

[00:31:53] you know,

[00:31:53] I,

[00:31:53] yeah,

[00:31:54] you're right.

[00:31:55] You're buying something

[00:31:56] off a Timu

[00:31:57] that I think the expectation

[00:31:58] is you got to wait

[00:31:59] two weeks.

[00:32:00] You know,

[00:32:01] and,

[00:32:01] and as much as the,

[00:32:03] the sellers on there

[00:32:04] are saying fast delivery,

[00:32:05] you know,

[00:32:06] next day dispatch

[00:32:07] and so on.

[00:32:08] The expectation is,

[00:32:09] you know,

[00:32:10] it's going to be a long cycle,

[00:32:11] but when you are

[00:32:13] purchasing a product

[00:32:15] and you've taken the time

[00:32:16] to,

[00:32:17] to,

[00:32:18] to research into that

[00:32:20] or it's holds

[00:32:21] an emotional value

[00:32:23] in there,

[00:32:23] I think the expectation

[00:32:24] is I need to get it,

[00:32:27] you know,

[00:32:27] pretty sharpish.

[00:32:29] The kettle

[00:32:30] wasn't an emotional buy.

[00:32:31] It was a,

[00:32:32] it was a necessary buy

[00:32:34] and,

[00:32:35] and,

[00:32:37] and Mrs. Madani

[00:32:39] was really happy

[00:32:40] that it turned up

[00:32:41] by 10,

[00:32:42] 10 o'clock that night.

[00:32:43] So,

[00:32:43] yeah,

[00:32:44] it's,

[00:32:44] it just depends on that.

[00:32:45] It's so funny.

[00:32:46] If I look at my own behaviors,

[00:32:47] I would never like,

[00:32:48] if I needed something like

[00:32:49] as an emergency like that,

[00:32:50] I,

[00:32:51] I wouldn't go to Amazon

[00:32:52] and I'm,

[00:32:53] it seems like I'm wrong

[00:32:54] on that,

[00:32:55] but,

[00:32:55] um,

[00:32:55] that's not the first

[00:32:56] or second place

[00:32:57] I'd look.

[00:32:57] It's so many factors

[00:32:58] though.

[00:32:59] Like,

[00:33:00] I,

[00:33:01] I mean,

[00:33:02] I,

[00:33:02] the kettle broke.

[00:33:03] I was like,

[00:33:04] I don't have time.

[00:33:05] I've got meetings

[00:33:06] going on that day.

[00:33:07] My wife's working

[00:33:09] at home as well.

[00:33:10] We need to get,

[00:33:11] when am I going

[00:33:12] to be able to go

[00:33:12] to a,

[00:33:13] to a Tesco's

[00:33:14] or John Lewis

[00:33:14] or wherever

[00:33:15] it's going to be

[00:33:16] the weekend.

[00:33:16] Do you know what?

[00:33:17] quick search.

[00:33:18] Price looks good.

[00:33:20] No,

[00:33:21] cheese.

[00:33:21] Done.

[00:33:22] The thing is,

[00:33:23] it's like,

[00:33:24] um,

[00:33:24] with that,

[00:33:24] that delivery,

[00:33:25] no state delivery point

[00:33:26] and convenience

[00:33:27] is such an important

[00:33:28] factor for consumers

[00:33:29] to say definitely

[00:33:30] when you're looking

[00:33:31] at stuff like gifting

[00:33:33] coming up to Christmas

[00:33:34] and I always use

[00:33:34] the analogy of like,

[00:33:36] as guys,

[00:33:37] we,

[00:33:37] we love to leave

[00:33:39] it last minute.

[00:33:39] Don't we?

[00:33:40] Let us fix it.

[00:33:42] a couple of days

[00:33:43] before Valentine's Day,

[00:33:45] you know,

[00:33:45] you don't really care

[00:33:46] about the price.

[00:33:47] He's just got to be there

[00:33:49] on your doorstep

[00:33:49] the next day.

[00:33:50] Um,

[00:33:51] so,

[00:33:51] uh,

[00:33:52] with brands joking aside,

[00:33:53] it's like in the

[00:33:53] month of Christmas,

[00:33:54] I had brands go,

[00:33:56] oh,

[00:33:56] we need to keep the price

[00:33:57] low because we need

[00:33:58] to keep on driving

[00:33:58] the volume.

[00:33:59] I'm like,

[00:33:59] no,

[00:34:00] now's the time to,

[00:34:01] A,

[00:34:02] you're running out of

[00:34:02] stock.

[00:34:02] So,

[00:34:03] yeah,

[00:34:04] you need to make

[00:34:05] some of that profit

[00:34:05] back because you've

[00:34:06] discounted the hell

[00:34:07] out of this over

[00:34:08] Black Friday,

[00:34:09] you know.

[00:34:09] Um,

[00:34:10] and so,

[00:34:11] um,

[00:34:11] yeah,

[00:34:12] I've,

[00:34:12] I've increased prices

[00:34:13] as much as up to

[00:34:14] 15% the week,

[00:34:15] the week before

[00:34:16] Christmas and people

[00:34:18] still buying the,

[00:34:19] buying the same or if

[00:34:21] not higher volumes

[00:34:22] because,

[00:34:22] you know,

[00:34:22] time's running out.

[00:34:23] So you need to take

[00:34:24] the facts into account.

[00:34:25] It's a really,

[00:34:26] it's a really interesting

[00:34:28] factor and I think as,

[00:34:29] as a,

[00:34:30] if you are an e-commerce

[00:34:31] brand and you,

[00:34:32] and you're looking at

[00:34:33] example of coming up

[00:34:34] to Christmas,

[00:34:35] you've got to emphasize

[00:34:36] logistics as a main,

[00:34:38] main point of,

[00:34:39] main point on your,

[00:34:41] on your website.

[00:34:42] So,

[00:34:43] you know,

[00:34:43] those banners

[00:34:44] that you can see on

[00:34:46] there offering next day

[00:34:47] delivery up to two o'clock.

[00:34:49] So we're always,

[00:34:51] you know,

[00:34:52] as a,

[00:34:52] as a logistics company,

[00:34:53] we're always being pushed

[00:34:54] by our,

[00:34:55] by our customers as well

[00:34:57] to say,

[00:34:58] can you potentially

[00:34:59] collect a little bit

[00:35:00] later?

[00:35:01] What,

[00:35:01] what time,

[00:35:02] what's the latest

[00:35:03] you can collect to?

[00:35:04] Because at the end of the

[00:35:05] day,

[00:35:05] you want to fulfill

[00:35:06] as many orders as

[00:35:07] possible that same day

[00:35:09] to get out the next day

[00:35:11] for a next day delivery.

[00:35:12] And,

[00:35:12] and that,

[00:35:13] communicating to that

[00:35:14] to your consumer

[00:35:15] is just as important

[00:35:18] as the,

[00:35:19] the,

[00:35:19] the next day delivery,

[00:35:20] I think.

[00:35:21] Yeah,

[00:35:21] but again,

[00:35:21] going back to the,

[00:35:23] you know,

[00:35:24] I've been to Amazon

[00:35:25] and sell a fulfilled prime.

[00:35:26] So if you,

[00:35:27] if you want to hit that

[00:35:28] as a fulfilled by merchant

[00:35:29] by yourself,

[00:35:30] you'll have to make sure

[00:35:32] you've got some guys

[00:35:33] and girls in their warehouse

[00:35:34] on a Saturday

[00:35:35] because you've got to

[00:35:36] the next day

[00:35:37] and get it,

[00:35:37] get it in.

[00:35:38] So,

[00:35:39] yeah,

[00:35:39] it's,

[00:35:40] it's,

[00:35:41] it is,

[00:35:42] there's a lot

[00:35:42] to think about.

[00:35:43] And I mean,

[00:35:44] and then if that isn't

[00:35:45] hard enough,

[00:35:45] what about instant delivery,

[00:35:48] which is becoming

[00:35:48] more and more,

[00:35:49] we mentioned

[00:35:50] output in China.

[00:35:51] Hopefully,

[00:35:52] but it's metan free delivery

[00:35:54] and Chinese version

[00:35:55] of TikTok,

[00:35:55] Rofi delivery within 15,

[00:35:58] that's one,

[00:35:58] five minutes,

[00:36:01] which is nuts.

[00:36:03] But yeah,

[00:36:04] lots more companies

[00:36:05] with,

[00:36:05] you know,

[00:36:06] like the delivery

[00:36:07] type companies

[00:36:08] of this world

[00:36:08] are trialing with it.

[00:36:10] I think I believe

[00:36:10] we saw something

[00:36:10] with Cardo

[00:36:12] doing a version

[00:36:13] of it as well.

[00:36:15] I mean,

[00:36:16] unpack how the,

[00:36:17] how does that work?

[00:36:18] Have you had most demand?

[00:36:21] It's,

[00:36:21] it's really interesting.

[00:36:22] So I think

[00:36:23] you've got the,

[00:36:25] the same day elements

[00:36:26] that,

[00:36:27] that hit,

[00:36:28] hit the industry

[00:36:30] years ago

[00:36:31] and now it's yet.

[00:36:33] how can we get it quicker?

[00:36:35] How can we get it quicker?

[00:36:36] And,

[00:36:36] and,

[00:36:37] and this summer

[00:36:38] I went on holiday

[00:36:39] and it was my first experience

[00:36:40] of Kareem

[00:36:41] and

[00:36:43] I went on to Kareem

[00:36:44] in,

[00:36:45] in Dubai

[00:36:45] and

[00:36:46] there was not just

[00:36:47] your groceries

[00:36:48] and,

[00:36:49] and,

[00:36:49] and your food services

[00:36:51] but there was electronics

[00:36:52] on there.

[00:36:53] And

[00:36:54] because I got the

[00:36:55] seven day free trial

[00:36:57] it said

[00:36:57] if the driver's not here

[00:36:59] within 15 minutes

[00:37:00] we'll give you

[00:37:01] your money back.

[00:37:02] And I was like

[00:37:03] hey,

[00:37:03] fantastic.

[00:37:04] But,

[00:37:04] there was electronics

[00:37:05] on there,

[00:37:06] there was clothing

[00:37:07] on there

[00:37:08] so,

[00:37:09] I think

[00:37:10] there is a demand

[00:37:11] for it.

[00:37:12] The expectation is

[00:37:13] people will need

[00:37:15] to pay

[00:37:15] higher fees

[00:37:16] on,

[00:37:17] you know,

[00:37:18] a subscription

[00:37:19] or on,

[00:37:20] on the product.

[00:37:22] But,

[00:37:23] but,

[00:37:24] I forgot my phone charger.

[00:37:26] I needed a phone charger.

[00:37:28] I was like

[00:37:28] where else,

[00:37:29] you know,

[00:37:30] I don't know where else

[00:37:31] to kind of get one.

[00:37:32] This seems the easiest

[00:37:33] possible way.

[00:37:34] There we go.

[00:37:35] Purchase it.

[00:37:36] Lo and behold

[00:37:37] within 20 minutes

[00:37:38] the driver's there

[00:37:39] and I'm like

[00:37:40] this is so easy.

[00:37:41] Yeah.

[00:37:42] I,

[00:37:43] I guess I'm a little bit

[00:37:44] skeptical in the unit

[00:37:44] economics of all of that.

[00:37:46] I think it's

[00:37:46] a great experiment

[00:37:47] but I'm kind of

[00:37:49] skeptical in the medium

[00:37:49] to long term

[00:37:51] whether that lands

[00:37:52] up being profitable,

[00:37:53] right?

[00:37:53] On the unit economics

[00:37:54] point of view.

[00:37:55] I just think like

[00:37:55] it's probably limited

[00:37:56] to very,

[00:37:58] very specific

[00:37:59] types of products

[00:38:00] and specific

[00:38:01] use cases

[00:38:03] but,

[00:38:04] you know,

[00:38:05] love to be proved

[00:38:06] wrong on that.

[00:38:07] You just think

[00:38:07] you've got to get

[00:38:08] anywhere in the world

[00:38:09] in 15 minutes

[00:38:10] like we actually need

[00:38:10] also

[00:38:12] within 15 minutes

[00:38:13] of everybody.

[00:38:13] Yeah.

[00:38:14] And Chinese cities

[00:38:14] have got the density

[00:38:15] I guess as well,

[00:38:16] right?

[00:38:16] Like I just,

[00:38:17] there are very,

[00:38:17] very few cities

[00:38:18] where I think

[00:38:18] there's just like

[00:38:18] got that density

[00:38:20] to make the unit

[00:38:21] economics and the

[00:38:21] volume work.

[00:38:22] But yeah,

[00:38:22] good experiment

[00:38:23] to run.

[00:38:24] I'm happy to sit

[00:38:25] down and see

[00:38:25] what happens.

[00:38:26] Let's be honest

[00:38:26] guys,

[00:38:27] you know,

[00:38:27] if you wanted

[00:38:28] the products

[00:38:29] within 15 minutes

[00:38:30] and you live

[00:38:31] in the middle

[00:38:31] of Wales

[00:38:32] or down in

[00:38:33] Devon,

[00:38:34] you're either

[00:38:35] walking to the

[00:38:36] shops or you're

[00:38:37] driving there.

[00:38:38] You're not

[00:38:38] going on to

[00:38:39] Amazon

[00:38:40] or on to

[00:38:41] deliver all

[00:38:42] any of these

[00:38:42] things and

[00:38:43] purchasing that

[00:38:44] product.

[00:38:44] And I'm

[00:38:45] trying to

[00:38:46] think what

[00:38:46] kind of

[00:38:47] products,

[00:38:48] trying to

[00:38:49] keep this

[00:38:50] relatively light,

[00:38:52] is what

[00:38:53] kind of

[00:38:53] products you'd

[00:38:53] need within

[00:38:54] 15 minutes

[00:38:54] as well,

[00:38:55] apart from a

[00:38:55] fire extinguisher.

[00:38:59] Yeah,

[00:39:00] it's a valid

[00:39:01] point.

[00:39:01] It is a valid

[00:39:02] point.

[00:39:02] I think for

[00:39:03] me when I

[00:39:04] used Kareem,

[00:39:05] it was,

[00:39:06] okay,

[00:39:06] I'm here for

[00:39:07] a week,

[00:39:08] I haven't

[00:39:09] got a phone

[00:39:09] charger,

[00:39:10] don't really

[00:39:11] want to go

[00:39:11] and drive

[00:39:12] to a

[00:39:14] shopping mall.

[00:39:15] I'm just

[00:39:16] going to do

[00:39:16] this.

[00:39:17] I know it's

[00:39:17] going to be

[00:39:18] more expensive,

[00:39:19] but I

[00:39:19] understand the

[00:39:20] factors that

[00:39:21] are involved

[00:39:21] in it.

[00:39:23] Consumers,

[00:39:24] they need

[00:39:25] something there

[00:39:26] and then and

[00:39:26] now in a

[00:39:29] populated

[00:39:30] dense area,

[00:39:31] you know,

[00:39:31] your major

[00:39:31] cities,

[00:39:32] it makes

[00:39:32] sense.

[00:39:33] And I

[00:39:34] think there's

[00:39:34] always going

[00:39:35] to be a

[00:39:35] demand for

[00:39:37] it,

[00:39:37] but expect

[00:39:38] to pay

[00:39:38] over the

[00:39:39] odds.

[00:39:41] From the

[00:39:42] provider of

[00:39:43] the tech,

[00:39:44] but also

[00:39:45] from the

[00:39:46] consumer

[00:39:47] purchasing

[00:39:47] the

[00:39:47] product.

[00:39:48] Yeah,

[00:39:48] and like

[00:39:49] our friends

[00:39:49] at Tesco

[00:39:50] doing the

[00:39:51] Bush trial

[00:39:52] as well,

[00:39:52] aren't they?

[00:39:52] They're saying

[00:39:53] 20 minutes.

[00:39:54] We're always

[00:39:54] behind the

[00:39:55] curve,

[00:39:55] aren't we?

[00:39:57] Must try

[00:39:58] harder,

[00:39:59] Tesco.

[00:40:01] But yeah,

[00:40:02] I think

[00:40:04] one with

[00:40:05] Real,

[00:40:05] I think it's

[00:40:05] popular,

[00:40:06] the unit

[00:40:06] economics

[00:40:07] of these

[00:40:07] things.

[00:40:08] It's a bit

[00:40:08] like the

[00:40:08] Amazon Fresh

[00:40:09] stores as

[00:40:09] well for

[00:40:10] Amazon.

[00:40:12] It's great

[00:40:13] for pushing

[00:40:14] the technology

[00:40:14] as far as

[00:40:15] you can

[00:40:15] take it,

[00:40:16] but how

[00:40:18] many consumers

[00:40:19] need X

[00:40:20] within 20

[00:40:21] minutes apart

[00:40:21] from food

[00:40:22] if you're

[00:40:22] cooking a

[00:40:22] meal?

[00:40:23] I can't

[00:40:23] really think

[00:40:24] of anything

[00:40:24] else.

[00:40:25] So I think

[00:40:25] it's probably

[00:40:26] not going

[00:40:26] to be a

[00:40:27] long-lived

[00:40:28] fad,

[00:40:28] I would

[00:40:28] have

[00:40:28] thought.

[00:40:29] No,

[00:40:29] no,

[00:40:30] definitely

[00:40:30] not.

[00:40:31] Switching

[00:40:32] gears a little

[00:40:32] bit here,

[00:40:33] this is more

[00:40:34] to do with

[00:40:34] international

[00:40:40] challenges

[00:40:45] they're

[00:40:46] facing and

[00:40:46] how would

[00:40:47] you approach

[00:40:47] advising a

[00:40:48] customer on

[00:40:48] that?

[00:40:49] International

[00:40:51] before Brexit,

[00:40:52] the B word.

[00:40:53] Sorry,

[00:40:54] just as an

[00:40:54] aside,

[00:40:55] so many of

[00:40:55] our

[00:40:55] conversations.

[00:40:56] We need

[00:40:57] a buzzer.

[00:40:58] I know,

[00:40:59] a drinking

[00:40:59] game rather.

[00:41:02] Brexit

[00:41:02] part,

[00:41:03] like that.

[00:41:03] No matter

[00:41:03] what the

[00:41:04] topic is

[00:41:04] on the

[00:41:05] podcast,

[00:41:05] there's

[00:41:05] always a

[00:41:06] pre and

[00:41:06] post

[00:41:06] Brexit

[00:41:06] segment,

[00:41:08] but yes.

[00:41:09] Yeah,

[00:41:09] it was

[00:41:12] people,

[00:41:13] many moons

[00:41:13] ago,

[00:41:14] it seemed

[00:41:14] so simple,

[00:41:15] right?

[00:41:16] It seemed

[00:41:17] so simple.

[00:41:18] I think

[00:41:18] things are

[00:41:19] becoming

[00:41:23] there's

[00:41:24] more

[00:41:24] information

[00:41:25] coming out

[00:41:25] and

[00:41:26] there's

[00:41:27] more

[00:41:27] knowledge

[00:41:28] to make

[00:41:29] it easier

[00:41:30] to set

[00:41:31] abroad.

[00:41:31] So

[00:41:33] if you

[00:41:33] decide

[00:41:34] to go

[00:41:34] down the

[00:41:35] fulfillment

[00:41:35] route

[00:41:36] and

[00:41:36] look

[00:41:37] at

[00:41:37] companies

[00:41:38] within

[00:41:39] that

[00:41:39] specific

[00:41:40] country,

[00:41:40] I suppose

[00:41:41] you've

[00:41:41] got to

[00:41:41] ask

[00:41:41] yourself,

[00:41:43] where do

[00:41:44] you

[00:41:44] fulfill

[00:41:44] that

[00:41:44] product

[00:41:45] from?

[00:41:45] But

[00:41:46] taking it

[00:41:46] one step

[00:41:47] back,

[00:41:47] as an

[00:41:48] e-commerce

[00:41:48] brand,

[00:41:49] if I was

[00:41:49] looking to

[00:41:50] expand

[00:41:52] worldwide,

[00:41:53] I'd be

[00:41:54] looking at

[00:41:54] certain factors

[00:41:55] like,

[00:41:56] where are

[00:41:57] your hits

[00:41:57] coming from

[00:41:57] your website?

[00:41:58] you're

[00:41:59] going to

[00:41:59] seeing

[00:41:59] that

[00:42:00] from

[00:42:00] your

[00:42:03] provider

[00:42:03] there.

[00:42:04] Look at

[00:42:05] some of

[00:42:05] your

[00:42:05] competitors,

[00:42:07] there's

[00:42:08] bits of

[00:42:09] information

[00:42:10] out there

[00:42:10] where you

[00:42:11] can see

[00:42:11] where their

[00:42:12] hits are

[00:42:12] coming from

[00:42:13] to understand

[00:42:14] where there

[00:42:15] is a

[00:42:15] potential

[00:42:16] demand.

[00:42:17] Where are

[00:42:18] you getting

[00:42:18] inquiries from

[00:42:19] as well?

[00:42:20] Going back

[00:42:21] to the

[00:42:23] company I

[00:42:23] spoke about

[00:42:24] earlier,

[00:42:25] the TikTok

[00:42:26] brand,

[00:42:27] they said

[00:42:27] we want to

[00:42:28] expand

[00:42:28] internationally.

[00:42:29] I was

[00:42:29] like,

[00:42:29] okay,

[00:42:30] you want

[00:42:30] to expand

[00:42:31] internationally

[00:42:31] but where

[00:42:32] do you

[00:42:32] want to

[00:42:32] go first?

[00:42:33] We're

[00:42:33] getting loads

[00:42:34] of inquiries

[00:42:34] from Australia,

[00:42:35] we're getting

[00:42:36] loads of

[00:42:36] inquiries

[00:42:36] from the

[00:42:37] USA.

[00:42:37] Okay,

[00:42:37] great,

[00:42:38] that's

[00:42:39] really

[00:42:39] important

[00:42:39] there.

[00:42:40] So,

[00:42:41] is your

[00:42:42] website

[00:42:44] geared up

[00:42:45] for

[00:42:46] different

[00:42:47] languages?

[00:42:49] I would

[00:42:50] certainly

[00:42:50] hit the

[00:42:51] English

[00:42:51] speaking

[00:42:52] ones

[00:42:52] first if

[00:42:53] you're a

[00:42:53] UK

[00:42:54] brand,

[00:42:54] 100%,

[00:42:55] easier to

[00:42:56] go across.

[00:42:57] Are you

[00:42:58] aware of

[00:42:59] the

[00:43:00] de minimis

[00:43:01] values

[00:43:01] within

[00:43:01] that

[00:43:02] country?

[00:43:02] If you

[00:43:03] are shipping

[00:43:04] within

[00:43:05] the UK

[00:43:07] to those

[00:43:08] countries,

[00:43:09] I think

[00:43:09] that's

[00:43:10] really

[00:43:10] important

[00:43:10] there.

[00:43:11] And

[00:43:12] how is

[00:43:13] that

[00:43:13] journey

[00:43:13] going to

[00:43:14] happen?

[00:43:15] Is it

[00:43:16] going to

[00:43:17] go on

[00:43:17] a track

[00:43:19] service,

[00:43:20] an

[00:43:20] untracked

[00:43:20] service?

[00:43:21] Is it

[00:43:21] going to

[00:43:22] go on

[00:43:22] an express

[00:43:23] service?

[00:43:25] I suppose

[00:43:26] it depends

[00:43:26] on your

[00:43:27] basket value

[00:43:28] and what

[00:43:29] the customer

[00:43:30] is purchasing.

[00:43:31] If a

[00:43:32] customer is

[00:43:33] purchasing

[00:43:33] an iPhone

[00:43:36] charger

[00:43:37] from the

[00:43:37] UK and

[00:43:38] you're sending

[00:43:38] it to the

[00:43:39] US,

[00:43:39] does it

[00:43:40] really need

[00:43:40] to go

[00:43:41] via an

[00:43:41] express

[00:43:42] carrier?

[00:43:43] Not

[00:43:44] really,

[00:43:45] because they're

[00:43:45] most likely

[00:43:46] going to

[00:43:46] have one

[00:43:47] that is

[00:43:48] within that

[00:43:49] country.

[00:43:49] But if

[00:43:50] your

[00:43:51] iPhone

[00:43:51] charger

[00:43:52] is

[00:43:52] gold

[00:43:53] crusted

[00:43:54] and it's

[00:43:54] unique to

[00:43:55] you as a

[00:43:56] company,

[00:43:57] you may

[00:43:58] want to

[00:43:58] look at

[00:43:59] a variety

[00:44:00] of different

[00:44:00] options.

[00:44:01] So I

[00:44:01] think

[00:44:01] there's a

[00:44:02] number of

[00:44:02] things to

[00:44:03] look at

[00:44:04] there.

[00:44:04] The

[00:44:05] fulfillment

[00:44:05] piece is

[00:44:05] really

[00:44:06] important.

[00:44:06] Do they

[00:44:07] replicate

[00:44:07] your values

[00:44:09] and what

[00:44:09] you do

[00:44:10] within the

[00:44:11] UK?

[00:44:12] And can

[00:44:13] that be

[00:44:13] done

[00:44:13] within

[00:44:13] that

[00:44:14] country?

[00:44:15] And

[00:44:16] understandably,

[00:44:18] most importantly,

[00:44:19] I think,

[00:44:19] if there is

[00:44:20] a problem,

[00:44:21] how are

[00:44:21] they returning

[00:44:22] it back

[00:44:22] to you?

[00:44:23] And I

[00:44:24] think that's

[00:44:25] something to

[00:44:26] consider there

[00:44:26] as well.

[00:44:27] And you

[00:44:28] mentioned

[00:44:29] returns there,

[00:44:30] which is

[00:44:30] one of the

[00:44:31] points I

[00:44:32] wanted to

[00:44:32] pick up

[00:44:33] really.

[00:44:33] You saw

[00:44:34] that Zara,

[00:44:35] H&M,

[00:44:37] Voohoo,

[00:44:37] et cetera,

[00:44:38] all started

[00:44:39] charging for

[00:44:40] their returns

[00:44:42] because I

[00:44:42] guess there's

[00:44:43] a problem

[00:44:43] with fashion

[00:44:44] brands,

[00:44:45] people buying

[00:44:46] multiple

[00:44:46] products.

[00:44:47] And as

[00:44:49] one analogy,

[00:44:50] you go into

[00:44:51] places like

[00:44:51] Dubai,

[00:44:52] people buy

[00:44:53] multiple

[00:44:53] products and

[00:44:54] they just

[00:44:54] keep the

[00:44:55] rest and

[00:44:56] just put

[00:44:57] them on

[00:44:57] that fit.

[00:44:58] But most

[00:44:58] countries,

[00:44:59] they just send

[00:44:59] them back,

[00:45:00] don't they?

[00:45:01] Which causes

[00:45:01] a logistics

[00:45:02] nightmare.

[00:45:03] So how

[00:45:04] are brands

[00:45:04] managing this?

[00:45:05] Because it

[00:45:06] seems to be

[00:45:07] very much

[00:45:07] in the way

[00:45:08] that they

[00:45:09] shop online

[00:45:10] now as

[00:45:10] well.

[00:45:12] Returns,

[00:45:12] I don't

[00:45:12] think is

[00:45:13] going to

[00:45:14] go away.

[00:45:15] Fast fashion,

[00:45:16] I think,

[00:45:17] are very

[00:45:17] much aware

[00:45:19] that people

[00:45:21] purchase multiple

[00:45:23] sizes,

[00:45:24] multiple products

[00:45:25] for them to

[00:45:26] keep one or

[00:45:27] two items and

[00:45:28] return the

[00:45:30] rest.

[00:45:30] Which is why

[00:45:31] I understand

[00:45:32] the likes of

[00:45:33] Zara are

[00:45:35] charging for

[00:45:36] those returns.

[00:45:37] But if you

[00:45:38] go into their

[00:45:39] store,

[00:45:40] they're not

[00:45:40] charging you

[00:45:41] for the

[00:45:41] return.

[00:45:41] So they're

[00:45:41] making it

[00:45:42] a little

[00:45:42] bit more

[00:45:42] complicated

[00:45:43] for the

[00:45:45] consumer,

[00:45:46] but they're

[00:45:47] taking into

[00:45:47] consideration

[00:45:48] it's a cost

[00:45:49] that is not

[00:45:49] going to go

[00:45:50] away.

[00:45:52] Returns last

[00:45:53] year,

[00:45:54] in terms of

[00:45:55] those kind

[00:45:56] of returns

[00:45:58] costings,

[00:45:59] again,

[00:46:00] we did some

[00:46:00] research last

[00:46:01] year,

[00:46:01] it was

[00:46:02] £4.2

[00:46:03] billion,

[00:46:04] which is

[00:46:05] incredible,

[00:46:07] which is

[00:46:07] absolutely

[00:46:08] incredible.

[00:46:11] For me,

[00:46:12] I think you've

[00:46:13] got to capture

[00:46:14] the data,

[00:46:14] why is a

[00:46:15] customer

[00:46:15] returning a

[00:46:17] product?

[00:46:18] Yes,

[00:46:19] you've got,

[00:46:20] it's too

[00:46:21] big,

[00:46:21] too small.

[00:46:22] Okay,

[00:46:23] well,

[00:46:24] what are you

[00:46:24] doing with

[00:46:25] that data?

[00:46:26] Then I'm

[00:46:27] returning it

[00:46:28] because it's

[00:46:28] damaged.

[00:46:29] Okay,

[00:46:29] well,

[00:46:30] if you've

[00:46:31] outsourced

[00:46:31] it to a

[00:46:32] fulfillment

[00:46:33] house,

[00:46:33] that gives

[00:46:34] you data

[00:46:34] to understand

[00:46:35] what is

[00:46:36] the operators

[00:46:37] doing within

[00:46:39] that site

[00:46:41] for it to

[00:46:42] be damaged.

[00:46:43] You know,

[00:46:44] it could be

[00:46:44] that the

[00:46:45] original packaging

[00:46:46] from the

[00:46:47] drop shipment

[00:46:48] site is not

[00:46:49] sufficient enough.

[00:46:50] So having

[00:46:51] that is really

[00:46:52] important to

[00:46:54] allow you to

[00:46:55] build on

[00:46:55] what you

[00:46:56] do with it.

[00:46:57] I think

[00:46:58] one of the

[00:46:59] things that

[00:47:00] we're working

[00:47:01] on with

[00:47:02] our

[00:47:02] returns is

[00:47:03] giving

[00:47:04] options to

[00:47:05] the customer

[00:47:05] for

[00:47:06] paperless

[00:47:07] returns.

[00:47:08] You've got

[00:47:08] the option

[00:47:09] for home

[00:47:10] collections,

[00:47:11] drop a

[00:47:11] shop,

[00:47:12] but having

[00:47:13] a variety

[00:47:13] of different

[00:47:14] options.

[00:47:15] I think

[00:47:16] in this

[00:47:17] day and

[00:47:17] age,

[00:47:18] I'd like

[00:47:18] to think

[00:47:18] you're

[00:47:19] probably

[00:47:19] one or

[00:47:19] two miles

[00:47:20] away from

[00:47:21] a return

[00:47:22] stop,

[00:47:23] whether that's

[00:47:24] a locker,

[00:47:25] whether that's

[00:47:25] a parcel

[00:47:26] shop,

[00:47:27] whether that's

[00:47:28] a post

[00:47:28] office,

[00:47:28] you've got

[00:47:29] those options

[00:47:30] that are

[00:47:30] available to you.

[00:47:31] But how

[00:47:32] do you

[00:47:33] as an

[00:47:34] e-commerce

[00:47:35] brand

[00:47:35] then encourage

[00:47:37] that person

[00:47:37] to come

[00:47:38] back even

[00:47:38] when they

[00:47:40] have returned

[00:47:41] the item?

[00:47:42] And one

[00:47:42] of the

[00:47:42] things where

[00:47:43] we're working

[00:47:44] with our

[00:47:45] partners in

[00:47:46] returns is

[00:47:48] rather than

[00:47:49] them giving

[00:47:50] a physical

[00:47:50] refund

[00:47:52] of

[00:47:53] monetary,

[00:47:54] you give

[00:47:55] them store

[00:47:55] credits.

[00:47:56] And I think

[00:47:57] that's a really

[00:47:57] positive thing.

[00:47:58] So if you

[00:47:59] think about

[00:48:00] it,

[00:48:00] if you

[00:48:00] purchase

[00:48:00] something

[00:48:01] for

[00:48:01] £10

[00:48:02] and

[00:48:03] don't like

[00:48:04] it,

[00:48:04] I'm going

[00:48:04] to return

[00:48:05] it.

[00:48:06] Potentially,

[00:48:07] you're going

[00:48:08] to have to

[00:48:08] pay a

[00:48:09] returns fee

[00:48:09] on that.

[00:48:10] Okay,

[00:48:10] fine.

[00:48:11] But then

[00:48:12] if I was

[00:48:12] to say

[00:48:12] to you,

[00:48:13] rather than

[00:48:14] giving you

[00:48:14] £10 back,

[00:48:16] I'm giving

[00:48:17] you £12.50

[00:48:19] to spend

[00:48:20] in store

[00:48:21] again,

[00:48:21] I think

[00:48:22] you'd

[00:48:23] really

[00:48:23] encourage

[00:48:24] doing that

[00:48:25] because if

[00:48:25] you like

[00:48:27] that brand

[00:48:27] but it

[00:48:29] just wasn't

[00:48:29] the right

[00:48:30] size or

[00:48:30] just wasn't

[00:48:31] the right

[00:48:31] colour or

[00:48:32] whatever it

[00:48:32] may be in

[00:48:33] terms of

[00:48:34] that purchase,

[00:48:35] having that

[00:48:37] there to

[00:48:38] make a

[00:48:38] purchase

[00:48:38] instantly again

[00:48:39] would be a

[00:48:40] massive factor

[00:48:41] to that.

[00:48:41] So for

[00:48:42] me,

[00:48:43] I think

[00:48:43] returns is

[00:48:44] going to be

[00:48:44] a really

[00:48:44] important

[00:48:46] factor

[00:48:48] still to

[00:48:49] play.

[00:48:50] I love

[00:48:51] that idea

[00:48:51] by the

[00:48:52] way.

[00:48:52] I'm all

[00:48:53] for surprising

[00:48:53] and delighting

[00:48:54] customers

[00:48:55] really.

[00:48:56] You've had a

[00:48:57] great experience

[00:48:58] so a little

[00:48:58] bonus as

[00:48:59] well.

[00:49:00] It's great,

[00:49:01] it builds

[00:49:01] loyalty doesn't

[00:49:02] it and

[00:49:03] insights

[00:49:04] subscriptions

[00:49:04] which is

[00:49:05] another area

[00:49:06] that I'd

[00:49:06] like to

[00:49:06] cover.

[00:49:07] How has

[00:49:08] that changed

[00:49:08] the game

[00:49:08] fulfilment?

[00:49:09] Because

[00:49:09] obviously

[00:49:10] Amazon

[00:49:11] has got

[00:49:12] the prime

[00:49:13] element

[00:49:13] and others.

[00:49:15] How has

[00:49:16] that helped

[00:49:17] with predicting

[00:49:18] volumes?

[00:49:19] Subscriptions

[00:49:20] I think

[00:49:20] for me

[00:49:22] is a

[00:49:24] really

[00:49:25] interesting

[00:49:26] area

[00:49:26] because

[00:49:27] whether

[00:49:28] if we

[00:49:30] fulfil the

[00:49:30] product

[00:49:31] at the

[00:49:32] Whistle

[00:49:32] Group

[00:49:32] or

[00:49:34] we're

[00:49:35] speaking

[00:49:35] to a

[00:49:37] prospect

[00:49:37] that deals

[00:49:38] with

[00:49:39] subscriptions

[00:49:41] they've

[00:49:42] got a

[00:49:42] forecast

[00:49:42] potentially.

[00:49:43] If it's

[00:49:44] a brand

[00:49:45] that has

[00:49:45] been running

[00:49:46] for a

[00:49:48] number of

[00:49:48] years they

[00:49:48] are able

[00:49:49] to say

[00:49:49] to me

[00:49:50] okay

[00:49:51] generally

[00:49:51] speaking

[00:49:52] this is

[00:49:53] what we're

[00:49:53] shipping

[00:49:54] day to

[00:49:55] day,

[00:49:55] month to

[00:49:56] month,

[00:49:56] this is

[00:49:56] what it

[00:49:57] looks like

[00:49:57] unless

[00:49:58] they decide

[00:49:59] to have

[00:49:59] a Black

[00:50:00] Friday

[00:50:00] sale

[00:50:01] and

[00:50:01] suddenly

[00:50:01] it goes

[00:50:02] crazy

[00:50:02] or

[00:50:03] they've

[00:50:04] decided

[00:50:05] that they're

[00:50:06] going to

[00:50:06] really push

[00:50:07] out on the

[00:50:07] marketing

[00:50:08] spend

[00:50:08] leading up

[00:50:09] to Christmas

[00:50:09] because

[00:50:09] that's

[00:50:10] what we

[00:50:11] do.

[00:50:11] So

[00:50:11] forecasting

[00:50:12] is really

[00:50:13] important when

[00:50:14] it comes

[00:50:14] to subscription.

[00:50:16] Having the

[00:50:17] ability of

[00:50:18] having that

[00:50:19] labour in

[00:50:19] place and

[00:50:20] pre-planning,

[00:50:21] I think

[00:50:21] that's

[00:50:22] really

[00:50:22] important.

[00:50:23] Don't

[00:50:23] overcomplicate

[00:50:24] your

[00:50:24] subscription.

[00:50:25] Components

[00:50:26] that are

[00:50:26] involved

[00:50:27] within that

[00:50:27] subscription

[00:50:28] to see if

[00:50:30] you can

[00:50:30] pre-pack

[00:50:31] those products,

[00:50:32] I think

[00:50:32] that's a

[00:50:33] really nice

[00:50:33] way of

[00:50:35] saving

[00:50:36] you time

[00:50:37] because if

[00:50:38] you have

[00:50:40] a buffer

[00:50:41] of stock

[00:50:42] then

[00:50:43] you're

[00:50:44] able to

[00:50:44] when that

[00:50:45] order does

[00:50:45] come through

[00:50:46] you're able

[00:50:47] to just

[00:50:47] get that

[00:50:48] label on

[00:50:49] out the

[00:50:50] door it

[00:50:50] goes and

[00:50:51] that time

[00:50:52] it takes

[00:50:53] in place

[00:50:54] really works.

[00:50:55] I think

[00:50:57] the really

[00:50:58] important thing

[00:50:58] though is

[00:50:59] that departments

[00:51:00] speak to each

[00:51:01] other when it

[00:51:02] comes to

[00:51:02] subscription

[00:51:03] because let's

[00:51:03] be honest

[00:51:05] if you've

[00:51:06] got a

[00:51:06] massive

[00:51:06] promotion

[00:51:07] going on

[00:51:07] or you've

[00:51:09] got a

[00:51:09] one day

[00:51:09] sale

[00:51:10] has the

[00:51:11] marketing

[00:51:11] team told

[00:51:12] the warehouse

[00:51:12] have they

[00:51:13] told the

[00:51:15] fulfillment

[00:51:16] side because

[00:51:17] you've

[00:51:17] outsourced it

[00:51:18] to them

[00:51:18] are these

[00:51:19] people talking

[00:51:20] to each

[00:51:20] other because

[00:51:21] that's a

[00:51:21] really important

[00:51:22] element of

[00:51:23] it because

[00:51:24] you don't

[00:51:24] want to let

[00:51:24] the customer

[00:51:25] down so

[00:51:25] from my

[00:51:26] perspective

[00:51:26] that's

[00:51:27] really

[00:51:28] important

[00:51:29] packaging

[00:51:30] having the

[00:51:31] products next

[00:51:32] to each

[00:51:32] other

[00:51:33] within

[00:51:34] that

[00:51:35] actual

[00:51:36] fulfillment

[00:51:37] site

[00:51:37] is really

[00:51:39] important

[00:51:39] as well

[00:51:39] you don't

[00:51:40] want to be

[00:51:41] walking

[00:51:41] if you're

[00:51:42] not able

[00:51:43] to pre

[00:51:43] box a

[00:51:44] product

[00:51:44] don't have

[00:51:46] your operative

[00:51:47] walking from

[00:51:48] one end

[00:51:48] to the

[00:51:49] other

[00:51:49] they should

[00:51:50] be close

[00:51:51] to each

[00:51:51] other

[00:51:51] and that's

[00:51:53] really

[00:51:53] interesting

[00:51:54] it's

[00:51:55] funny

[00:51:55] because

[00:51:56] I used

[00:51:57] to

[00:51:58] manage

[00:51:59] a company

[00:52:00] that used

[00:52:01] to sell

[00:52:02] subscription

[00:52:02] snacks

[00:52:03] and they

[00:52:04] would run

[00:52:04] KPIs

[00:52:05] on how

[00:52:06] their

[00:52:07] operatives

[00:52:07] would run

[00:52:08] I think

[00:52:10] it was

[00:52:10] like

[00:52:10] they had

[00:52:11] to pack

[00:52:12] something

[00:52:12] like 300

[00:52:13] snack boxes

[00:52:15] within an

[00:52:15] hour

[00:52:16] but that

[00:52:17] was really

[00:52:17] important

[00:52:18] of having

[00:52:18] the snacks

[00:52:19] there

[00:52:19] all the

[00:52:20] different

[00:52:20] snacks

[00:52:20] picking

[00:52:21] off it

[00:52:22] goes

[00:52:22] scan

[00:52:23] out it

[00:52:24] goes

[00:52:24] so

[00:52:25] yeah

[00:52:25] that for

[00:52:26] me

[00:52:26] there's

[00:52:27] a number

[00:52:27] of facts

[00:52:27] there

[00:52:28] that's

[00:52:28] worth

[00:52:28] looking

[00:52:28] into

[00:52:29] yeah

[00:52:29] this

[00:52:29] subscription

[00:52:30] thing

[00:52:30] is

[00:52:30] an

[00:52:30] interesting

[00:52:35] meaning

[00:52:37] how much

[00:52:37] it actually

[00:52:37] helps up

[00:52:38] with the

[00:52:38] forecasting

[00:52:38] and the

[00:52:39] inventory

[00:52:40] and the

[00:52:40] supply

[00:52:40] chain

[00:52:41] ultimately

[00:52:42] you know

[00:52:43] in our

[00:52:43] experience

[00:52:45] it's probably

[00:52:45] lends itself

[00:52:46] more to

[00:52:47] two to

[00:52:47] three

[00:52:47] categories

[00:52:48] right

[00:52:48] so you're

[00:52:48] talking

[00:52:50] pet food

[00:52:51] supplements

[00:52:51] you know

[00:52:52] kind of

[00:52:52] maybe like

[00:52:53] I don't know

[00:52:54] toothpaste

[00:52:54] and things

[00:52:54] like that

[00:52:55] to a lesser

[00:52:55] degree

[00:52:55] a little

[00:52:56] bit of

[00:52:56] health

[00:52:56] and beauty

[00:52:56] but for

[00:52:57] those

[00:52:57] categories

[00:52:58] you know

[00:52:59] we've been

[00:52:59] working on

[00:53:00] on

[00:53:01] forecasting

[00:53:01] cohort based

[00:53:02] forecasting

[00:53:03] and it's

[00:53:03] proved

[00:53:03] really

[00:53:05] useful

[00:53:06] pretty

[00:53:07] accurate

[00:53:07] both in

[00:53:08] terms of

[00:53:08] the inventory

[00:53:09] side

[00:53:09] and projecting

[00:53:10] out let's

[00:53:10] say

[00:53:10] I don't know

[00:53:11] sales numbers

[00:53:12] and things

[00:53:12] like that

[00:53:14] but I also

[00:53:14] know

[00:53:15] and this is

[00:53:16] all via

[00:53:16] Amazon

[00:53:16] right

[00:53:17] so this is

[00:53:17] a subscribe

[00:53:17] and save

[00:53:18] program on

[00:53:18] Amazon

[00:53:19] but I also

[00:53:20] know

[00:53:20] perhaps

[00:53:21] a decade

[00:53:22] ago

[00:53:22] 10

[00:53:22] 15

[00:53:23] years ago

[00:53:24] DTC

[00:53:24] subscriptions

[00:53:25] were a big

[00:53:26] thing as

[00:53:26] well

[00:53:26] and trying

[00:53:27] it out

[00:53:27] for

[00:53:27] clothing

[00:53:28] right

[00:53:28] apparel

[00:53:29] and clothing

[00:53:29] was a big

[00:53:30] one

[00:53:30] where they

[00:53:30] would

[00:53:31] you know

[00:53:31] you subscribe

[00:53:32] they send

[00:53:33] you I guess

[00:53:33] a bundle

[00:53:34] of things

[00:53:34] you choose

[00:53:35] things to

[00:53:35] keep

[00:53:36] try them

[00:53:36] on

[00:53:37] send the

[00:53:37] others

[00:53:37] back

[00:53:37] and those

[00:53:38] have definitely

[00:53:39] fallen out of

[00:53:39] favor

[00:53:39] right

[00:53:40] and so

[00:53:40] I think

[00:53:41] it's just

[00:53:41] interesting

[00:53:42] around like

[00:53:42] the core

[00:53:43] categories

[00:53:43] where I

[00:53:44] have

[00:53:44] direct

[00:53:45] experience

[00:53:45] I know

[00:53:46] it works

[00:53:46] very well

[00:53:46] and people

[00:53:47] have built

[00:53:47] 50-60%

[00:53:48] of all the

[00:53:49] revenue

[00:53:49] is actually

[00:53:50] subscription

[00:53:50] revenue

[00:53:50] so these

[00:53:51] are more

[00:53:51] akin to

[00:53:52] actual

[00:53:52] subscription

[00:53:53] businesses

[00:53:53] than

[00:54:02] just

[00:54:03] massive

[00:54:03] absolutely

[00:54:04] and I

[00:54:05] think

[00:54:05] if you

[00:54:06] look at

[00:54:08] certain

[00:54:08] categories

[00:54:09] will

[00:54:10] trend

[00:54:10] in terms

[00:54:11] of

[00:54:11] subscriptions

[00:54:12] and some

[00:54:13] will die

[00:54:15] out

[00:54:15] I think

[00:54:15] I'm seeing

[00:54:19] beauty products

[00:54:20] subscription

[00:54:20] products

[00:54:21] if they

[00:54:21] built a

[00:54:22] solid

[00:54:22] branding

[00:54:24] they're

[00:54:24] working

[00:54:25] they seem

[00:54:26] to be

[00:54:26] consistently

[00:54:27] there

[00:54:28] but

[00:54:28] then

[00:54:29] let's

[00:54:29] think

[00:54:30] about

[00:54:30] something

[00:54:30] which

[00:54:31] is not

[00:54:31] maybe

[00:54:32] a high

[00:54:33] turnover

[00:54:34] but quite

[00:54:34] a quirky

[00:54:35] idea

[00:54:35] is things

[00:54:35] like

[00:54:36] toys

[00:54:36] toy

[00:54:37] returns

[00:54:37] you know

[00:54:38] I've

[00:54:38] got

[00:54:38] a two

[00:54:39] year old

[00:54:39] boy

[00:54:40] and

[00:54:41] my wife

[00:54:42] was looking

[00:54:43] into

[00:54:43] returns

[00:54:44] and how

[00:54:45] they

[00:54:46] a

[00:54:47] subscription

[00:54:48] model

[00:54:48] where

[00:54:48] he gets

[00:54:49] new toys

[00:54:49] every month

[00:54:50] so

[00:54:51] it's

[00:54:51] continuous

[00:54:52] there

[00:54:52] but

[00:54:53] when I

[00:54:54] go back

[00:54:54] to

[00:54:54] factors

[00:54:55] involved

[00:54:56] logistics

[00:54:57] element

[00:54:57] whether

[00:54:58] it's

[00:54:58] going

[00:54:58] out

[00:54:58] or

[00:54:59] it's

[00:54:59] being

[00:54:59] returned

[00:55:00] these

[00:55:00] are

[00:55:00] two

[00:55:00] factors

[00:55:01] that

[00:55:01] play

[00:55:01] a

[00:55:01] massive

[00:55:02] part

[00:55:02] in

[00:55:03] your

[00:55:03] product

[00:55:04] I have

[00:55:05] to ask

[00:55:05] the

[00:55:06] obligatory

[00:55:06] AI

[00:55:06] question

[00:55:07] as well

[00:55:12] it's

[00:55:13] easy

[00:55:13] to talk

[00:55:14] a little

[00:55:14] bit

[00:55:15] maybe

[00:55:15] superficially

[00:55:15] how it's

[00:55:16] changing

[00:55:27] I think

[00:55:28] I think

[00:55:28] it's

[00:55:28] a difficult

[00:55:28] one

[00:55:29] within

[00:55:29] the

[00:55:29] logistics

[00:55:30] space

[00:55:30] because

[00:55:33] it's

[00:55:34] got to

[00:55:34] be

[00:55:34] tried

[00:55:34] tested

[00:55:35] tried

[00:55:36] again

[00:55:36] the one

[00:55:38] that really

[00:55:38] kind of

[00:55:39] comes out

[00:55:39] is

[00:55:40] I think

[00:55:41] AI is

[00:55:41] most likely

[00:55:42] going to

[00:55:42] be

[00:55:43] at the

[00:55:44] forefront

[00:55:44] in

[00:55:44] kind of

[00:55:44] route

[00:55:45] planning

[00:55:46] for

[00:55:47] deliveries

[00:55:48] giving

[00:55:51] feedback

[00:55:57] continuously

[00:55:58] so then

[00:55:59] that

[00:56:01] a

[00:56:01] different

[00:56:02] route

[00:56:02] potentially

[00:56:03] can come

[00:56:03] into

[00:56:03] play

[00:56:04] so I

[00:56:05] think

[00:56:05] that's

[00:56:06] really

[00:56:06] important

[00:56:07] there

[00:56:09] and

[00:56:10] no doubt

[00:56:10] it's already

[00:56:11] in play

[00:56:11] with the

[00:56:12] likes of

[00:56:14] Amazon

[00:56:14] and others

[00:56:15] using that

[00:56:17] but

[00:56:18] in other

[00:56:19] elements

[00:56:19] of it

[00:56:20] AI

[00:56:20] I think

[00:56:21] it's really

[00:56:21] difficult

[00:56:22] to

[00:56:22] implement

[00:56:24] in

[00:56:25] parcel

[00:56:26] parcel

[00:56:26] movement

[00:56:27] I know

[00:56:30] in

[00:56:30] deliveries

[00:56:31] it

[00:56:32] will

[00:56:33] happen

[00:56:35] where

[00:56:38] you'll

[00:56:38] see

[00:56:39] an item

[00:56:40] being

[00:56:41] delivered

[00:56:41] by a

[00:56:42] drone

[00:56:42] and

[00:56:42] that's

[00:56:43] based

[00:56:43] on

[00:56:43] the

[00:56:45] AI

[00:56:46] technology

[00:56:47] in place

[00:56:47] to say

[00:56:48] actually

[00:56:48] it's

[00:56:48] better

[00:56:49] to send

[00:56:50] this

[00:56:50] via a

[00:56:50] drone

[00:56:51] rather

[00:56:52] than

[00:56:52] sending

[00:56:52] this

[00:56:53] with

[00:56:53] a

[00:56:53] van

[00:56:53] or

[00:56:53] based

[00:56:54] on

[00:56:55] this

[00:56:55] buyer's

[00:56:56] consumption

[00:56:58] they

[00:56:58] prefer

[00:56:59] it

[00:56:59] to be

[00:57:00] delivered

[00:57:00] off

[00:57:00] a

[00:57:01] parcel

[00:57:02] shop

[00:57:02] so

[00:57:02] I

[00:57:03] think

[00:57:03] there's

[00:57:03] still

[00:57:04] early

[00:57:04] days

[00:57:05] involved

[00:57:05] in

[00:57:05] AI

[00:57:07] at

[00:57:08] parcel

[00:57:08] hub

[00:57:09] it's

[00:57:10] very

[00:57:10] difficult

[00:57:11] to say

[00:57:11] we've

[00:57:11] used

[00:57:12] AI

[00:57:12] for

[00:57:13] that

[00:57:14] technology

[00:57:14] piece

[00:57:15] yet

[00:57:15] no doubt

[00:57:16] it's

[00:57:16] in

[00:57:16] the

[00:57:17] thoughts

[00:57:18] there

[00:57:19] yeah

[00:57:19] I

[00:57:20] think

[00:57:20] it's

[00:57:20] very

[00:57:20] much

[00:57:20] like

[00:57:21] a

[00:57:21] background

[00:57:21] thing

[00:57:21] at

[00:57:21] the

[00:57:21] moment

[00:57:22] right

[00:57:22] to

[00:57:22] your

[00:57:22] point

[00:57:22] like

[00:57:23] the

[00:57:23] inventory

[00:57:24] management

[00:57:24] systems

[00:57:24] and

[00:57:25] sort of

[00:57:25] the

[00:57:25] routing

[00:57:25] planning

[00:57:26] stuff

[00:57:26] I mean

[00:57:26] and

[00:57:27] honestly

[00:57:27] that

[00:57:27] stuff's

[00:57:28] actually

[00:57:28] been

[00:57:28] going

[00:57:28] on

[00:57:28] for

[00:57:28] a

[00:57:48] I

[00:57:49] had

[00:57:49] an

[00:57:50] analogy

[00:57:50] from

[00:57:51] their

[00:57:52] FBA

[00:57:53] system

[00:57:53] in

[00:57:53] the

[00:57:54] States

[00:57:54] and

[00:57:54] the

[00:57:56] system

[00:57:57] had

[00:57:57] worked

[00:57:57] out

[00:57:58] that

[00:57:58] because

[00:57:59] there's

[00:57:59] a

[00:57:59] high

[00:58:00] proportion

[00:58:00] of

[00:58:00] Hispanic

[00:58:01] population

[00:58:02] in

[00:58:02] places

[00:58:02] like

[00:58:02] Florida

[00:58:03] the

[00:58:04] system

[00:58:04] had

[00:58:04] already

[00:58:04] worked

[00:58:05] out

[00:58:05] that

[00:58:05] you

[00:58:06] need

[00:58:06] to

[00:58:06] have

[00:58:06] lower

[00:58:07] UV

[00:58:09] protection

[00:58:10] in

[00:58:18] the

[00:58:20] various

[00:58:20] components

[00:58:21] of

[00:58:21] the

[00:58:22] sunscreen

[00:58:22] around

[00:58:22] the

[00:58:22] States

[00:58:23] I

[00:58:23] think

[00:58:23] analyzing

[00:58:25] the

[00:58:25] data

[00:58:26] is

[00:58:26] probably

[00:58:26] the

[00:58:27] best

[00:58:27] way

[00:58:27] I

[00:58:27] think

[00:58:28] just

[00:58:29] to

[00:58:29] finalize

[00:58:30] on

[00:58:30] that

[00:58:30] point

[00:58:31] for

[00:58:31] me

[00:58:31] the

[00:58:32] key

[00:58:32] component

[00:58:33] in

[00:58:33] that

[00:58:48] in

[00:58:48] a

[00:58:48] massive

[00:58:48] way

[00:58:49] but

[00:58:49] who's

[00:58:50] going

[00:58:50] to

[00:58:50] shout

[00:58:51] about

[00:58:51] it

[00:58:51] the

[00:58:51] most

[00:58:52] you

[00:58:52] know

[00:58:54] so

[00:58:54] yeah

[00:58:55] the

[00:58:55] end

[00:58:55] goal

[00:58:56] is

[00:58:56] cost

[00:58:56] effective

[00:58:57] operations

[00:58:58] but

[00:58:58] maybe

[00:58:59] people

[00:58:59] don't

[00:59:00] really

[00:59:00] want

[00:59:00] to

[00:59:00] tell

[00:59:01] all

[00:59:01] their

[00:59:01] secrets

[00:59:02] just

[00:59:02] yet

[00:59:02] to

[00:59:03] that

[00:59:04] point

[00:59:04] you

[00:59:05] know

[00:59:05] data

[00:59:05] is

[00:59:05] so

[00:59:06] important

[00:59:06] logistics

[00:59:06] making

[00:59:07] sure

[00:59:07] stuff

[00:59:07] is

[00:59:08] in

[00:59:08] the

[00:59:08] right

[00:59:08] place

[00:59:08] when

[00:59:09] you

[00:59:09] need

[00:59:09] it

[00:59:09] at

[00:59:09] the

[00:59:09] right

[00:59:09] time

[00:59:11] and

[00:59:11] it

[00:59:11] can

[00:59:11] be

[00:59:11] picked

[00:59:12] and

[00:59:12] it's

[00:59:12] come

[00:59:12] time

[00:59:13] and

[00:59:13] it

[00:59:13] goes

[00:59:13] out

[00:59:13] and

[00:59:14] it

[00:59:36] so

[00:59:37] you

[00:59:37] want

[00:59:38] to

[00:59:38] be

[00:59:38] able

[00:59:39] to

[00:59:39] check

[00:59:39] the

[00:59:39] output

[00:59:39] before

[00:59:40] it's

[00:59:40] actually

[00:59:40] delivered

[00:59:41] to

[00:59:41] the

[00:59:41] customers

[00:59:41] my

[00:59:42] point

[00:59:42] I

[00:59:42] guess

[00:59:44] definitely

[00:59:44] yeah

[00:59:46] well

[00:59:47] that's

[00:59:47] great

[00:59:47] well

[00:59:48] I

[00:59:48] think

[00:59:49] we're

[00:59:49] just

[00:59:49] coming

[00:59:49] up

[00:59:49] to

[00:59:49] start

[00:59:50] to

[00:59:50] wrap

[00:59:51] up

[00:59:51] at

[00:59:51] the

[00:59:51] moment

[00:59:51] but

[00:59:52] I

[00:59:52] think

[00:59:52] it

[00:59:52] would

[00:59:52] be

[00:59:53] useful

[00:59:53] to

[00:59:53] give

[00:59:54] us

[00:59:54] a

[00:59:54] little

[00:59:54] bit

[00:59:54] more

[00:59:55] background

[00:59:55] about

[00:59:56] Parcel

[00:59:56] Hub

[00:59:57] and

[00:59:57] what

[00:59:57] you

[00:59:57] guys

[00:59:57] are

[00:59:57] about

[00:59:58] thanks

[00:59:59] for

[00:59:59] having

[01:00:00] you

[01:00:00] on

[01:00:01] really

[01:00:01] no

[01:00:01] problem

[01:00:02] sure

[01:00:02] so

[01:00:02] Parcel

[01:00:03] Hub

[01:00:03] is a

[01:00:04] multi-carrier

[01:00:05] solutions

[01:00:06] provider

[01:00:06] we're

[01:00:07] part

[01:00:07] of

[01:00:07] a

[01:00:08] larger

[01:00:08] company

[01:00:08] called

[01:00:09] the

[01:00:09] Whistle

[01:00:09] Group

[01:00:10] per

[01:00:11] year

[01:00:12] we

[01:00:13] support

[01:00:14] customers

[01:00:15] in

[01:00:16] movement

[01:00:17] of

[01:00:17] large

[01:00:18] letters

[01:00:19] parcels

[01:00:20] up to

[01:00:21] 30

[01:00:21] kilos

[01:00:22] whether

[01:00:23] it's

[01:00:23] domestic

[01:00:23] or

[01:00:24] international

[01:00:25] from

[01:00:26] our

[01:00:26] perspective

[01:00:27] we

[01:00:27] are

[01:00:28] able

[01:00:28] to

[01:00:29] offer

[01:00:29] customers

[01:00:30] a

[01:00:30] multi-carrier

[01:00:31] solution

[01:00:32] giving

[01:00:34] you

[01:00:34] the

[01:00:34] options

[01:00:35] to

[01:00:36] move

[01:00:36] your

[01:00:38] products

[01:00:38] not

[01:00:38] just

[01:00:38] a

[01:00:39] singular

[01:00:39] solution

[01:00:40] through

[01:00:41] one

[01:00:41] funnel

[01:00:42] and

[01:00:43] for

[01:00:43] us

[01:00:43] that's

[01:00:43] really

[01:00:44] important

[01:00:44] because

[01:00:45] it

[01:00:45] gives

[01:00:45] you

[01:00:45] options

[01:00:46] it

[01:00:47] gives

[01:00:47] you

[01:00:47] the

[01:00:47] flexibility

[01:00:48] peak

[01:00:49] resilience

[01:00:50] is

[01:00:50] something

[01:00:50] that

[01:00:50] we

[01:00:52] go on

[01:00:53] about

[01:00:53] a lot

[01:00:53] because

[01:00:54] if

[01:00:55] you

[01:00:55] have

[01:00:55] the

[01:00:55] ability

[01:00:56] of

[01:00:57] moving

[01:00:58] certain

[01:00:58] elements

[01:00:59] to

[01:00:59] different

[01:01:00] carriers

[01:01:00] that's

[01:01:01] a

[01:01:02] massive

[01:01:02] opportunity

[01:01:03] to

[01:01:04] keep

[01:01:04] your

[01:01:04] business

[01:01:05] moving

[01:01:05] but

[01:01:06] Parcel

[01:01:07] Hub

[01:01:07] also

[01:01:08] provides

[01:01:09] you

[01:01:09] with

[01:01:09] proactive

[01:01:10] tracking

[01:01:10] support

[01:01:11] all of

[01:01:12] these

[01:01:13] things

[01:01:13] are

[01:01:13] combined

[01:01:14] into

[01:01:14] one

[01:01:14] collection

[01:01:17] one

[01:01:18] account

[01:01:18] manager

[01:01:18] and

[01:01:19] one

[01:01:19] portal

[01:01:20] so

[01:01:20] you

[01:01:21] may

[01:02:34] get

[01:02:35] and

[01:02:36] drop

[01:02:36] them

[01:02:36] off

[01:02:36] at

[01:02:36] a

[01:02:36] local

[01:02:37] shop

[01:02:37] and

[01:02:44] you

[01:02:46] met

[01:02:47] well

[01:02:48] yeah

[01:02:49] I mean

[01:02:49] according to

[01:02:49] Cuban

[01:02:50] leading

[01:02:50] provider

[01:02:51] With e-fulfillments in France, 96% of customers consider the quality

[01:02:58] and the delivery of their experience a crucial factor in their decisions.

[01:03:02] And in a 2020 study by McKinsey, shoppers enrolled in three launching programs

[01:03:08] with 30% more than non-members.

[01:03:11] So this figure increased 60% of those who have paid membership.

[01:03:14] So very much about quality of delivery experience.

[01:03:20] Can I trust you as a brand?

[01:03:22] Building loyalty, really, I think is something that is not just moving stuff day to day.

[01:03:27] It's your customer's experience, really.

[01:03:30] So important.

[01:03:31] I think that's my main insight.

[01:03:34] So as ever, I've got something a little bit different, which is, I think it was last week,

[01:03:39] Shopify actually appointed a CTO, which they've been looking for since about,

[01:03:44] I believe, January last year, where the previous CTO left.

[01:03:49] And this is really interesting because Mikhail Parikin, he started off at Yandex, right?

[01:03:56] So like, simplistically, it's kind of Russia's Google equivalent,

[01:04:00] but then has been spent a lot of time at Microsoft on the advertising side of things.

[01:04:05] And so it's kind of, you know, I guess the two sort of main skill sets there would be

[01:04:09] on the machine learning and AI side, plus the advertising infrastructure.

[01:04:13] So it's just kind of thinking what Shopify is going to do on the product roadmap

[01:04:18] for the next few years there, right?

[01:04:20] Like the shop app hasn't really done anything.

[01:04:23] I'd never log into it, even though, I don't know, I can't even remember.

[01:04:26] It's on the fourth or fifth sort of page on my phone or something like that.

[01:04:29] Is that going to happen on the advertising network side of things?

[01:04:32] Is that going to happen?

[01:04:34] How deeply are Shopify, you know, thinking about sort of the AI machine learning side

[01:04:40] of things versus the app ecosystem to pick up the slack?

[01:04:43] So I just think it's a really interesting appointment.

[01:04:44] It's not immediately obvious what sort of the roadmap would be,

[01:04:47] but I think it's a really, really good hire.

[01:04:48] And yeah, I think pretty bullish on the Shopify side of things based on that.

[01:04:53] Yeah, definitely a company to watch.

[01:04:57] And great, great insights there, guys.

[01:05:00] So yeah, we're coming to the end of another podcast.

[01:05:02] So just a quick reminder to go to ecominsights.co.uk.

[01:05:07] You can download an infographic that explains all the different

[01:05:10] performance methods we've gone through.

[01:05:12] So don't worry if you didn't have a chance to make notes.

[01:05:15] And yeah, do share your thoughts on social media.

[01:05:19] Find us out on LinkedIn, guys, and do give us any feedback

[01:05:22] or if there's any questions you have about the podcast.

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[01:05:31] And yeah, just remember to leave a rating with you wherever you are.

[01:05:35] Click that bell, remake that bell and remember to subscribe.

[01:05:39] And yeah, keep being curious and keep thriving in the world of e-commerce.

[01:05:43] Thank you for listening to ecominsights, e-commerce and marketplace trends

[01:05:53] with hosts Matt Anderson and Raelle Klein.

[01:05:56] Visit www.ecominsights.co.uk to gain access to exclusive in-depth reports.

[01:06:03] Today's report is brought to you by Optimizon and Limworks,

[01:06:06] streamlining multi-channel selling.

[01:06:08] If you're looking to take your e-commerce game to the next level,

[01:06:12] this guide is packed with insights and strategies

[01:06:14] to help you efficiently manage and grow your sales across multiple platforms.

[01:06:18] The best part?

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[01:06:28] Thank you.

eCom Insights LIVE! AI in Ecommerce with Google Cloud, Threecolts and Optimizon

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