E153: Juliette Lopes

Nurturing Customer Relationships: How to Build Trust Online and In-Store

juliette lopes black and white portrait photo

Podcast Overview

Don’t underestimate the value of conversations with your customers. Engaging with them can inspire new content ideas, help identify trends, and ensure your content remains fresh and engaging. 

Remember, these interactions play a vital role in shaping your social media content.

Listen to this week’s podcast as Juliette delves into her digital marketing strategy and how it has impacted Tracey Neuls’ growth. 

eCom@One Presents

Juliette Lopes 

Juliette Lopes is the Sales and Marketing Manager at Tracey Neuls, a premium shoes and accessories brand established in 2000. With boutiques in London’s Marylebone and King’s Cross, Tracey Neuls is a pioneer of the original and has a more timeless approach to design. 

Juliette is an expert in online and in-store customer interactions, emphasing the importance of building relationships with customers to instill trust. She discusses the power of customer feedback in shaping social media content and how to maximise organic reach on these channels.

She also delves deep into the world of influencer marketing, SEO and product optimisation. Listen to this podcast to hear Tracey Neuls’ journey in an ever-evolving and unpredictable landscape. 

Topics covered: 

2:51 – Post-COVID impact on sales

6:40 – Focus on expanding the market, reaching new customers, testing social media ads, seeing positive results. Influencer marketing based on aesthetic, not followers. Relationship with the product is important.

10:20 – International events to boost sales

12:08 – Segment customers based on location

18:55 – Focus on Facebook and Instagram for marketing. Test different strategies and platforms.

24:09 – SEO strategy to boost traffic acquisition 

26:41 – Listening to your customers to inspire new ideas

30:48 – Book recommendation

Richard Hill [00:00:02]:

Hi, and welcome to another episode of eCom@One. Today's guest, Juliette Lopes, Sales and Marketing Manager Tracey Neuls. How you doing, Juliette? I'm good. I'm good. Thanks for having me. Good. Good. We were just compared. Well, I we were just talking about, travel before, which always is I like to have a little bit of chat, but before we jump on, we'd obviously just come back from a couple of weeks away. So it's great to have you on Juliet. so I think it'll be great for you to, jump in and introduce yourself to our listeners and tell us how you got into the world of ecommerce.

Juliette Lopes [00:00:33]:

Yeah. Sure. So, my main background, originally, is in fashion, so design, but I've done, originally French, as you can tell by my accent. so I originally learned, fashion design is cool, but there was always, you know, a little bit of a marketing touch to it. and I've also had a diploma in communication of fashion, always kind of fashion oriented. All these things kinda, like, maybe, have, like, a free sixty view, you know, around all the tasks and, really, I've started really, really of getting experience in, of e Commerce. at my, current role for tracing roles. So, which I've been at for 3 years now, small business, you know, all hands on deck. And that's where I kinda like, to control over the e commerce and really enjoyed it really. You know, like, if there's always something new to learn, so always kinda nice.

Richard Hill [00:01:25]:

Yeah. I guess I I have a thing in this episode is gonna resonate with a lot of listeners. Obviously, we know that as a mark to manage it and work in marketing in any e commerce store. There's a lot of hats to wear, isn't there? So many different hats and so many different things to test and try whether that's a marketing strategy, something with the platform. So what what so in terms of your sort of day to day then, what are your sort of key responsibilities? Is it, within the

Juliette Lopes [00:01:49]:

bit of everything. You know, I mean, e commerce, day to day e commerce, you know, maintaining, the website, SEO, as well as, you know, liaising with the retail team because we have one store, in London as well. so always touch base, you know, and making sure that we have a good communication. I also know, like, press requests, I handle the media, you know, so there's a little bit of everything. So really, like, kind of the planning the way we can be like, okay, what's our priorities? What do we really need to focus on? and then, you know, going forward from that. But, yeah.

Richard Hill [00:02:23]:

Yeah. So a bit of everything as as we as as we alluded to, really. Yeah. There are lots of things they will dive into, but, obviously, it's been quite an interesting. I don't know if that's the right word or not, but last 12 months or so, you know, depending on who you speak to and, We have the other news on or not, but social media, etcetera. you know, have you guys managed to sort of navigate the last 12 months? Obviously, it's been quite challenging in different periods have? What we what have you been doing to sort of navigate that period?

Juliette Lopes [00:02:51]:

Yeah. So, I mean, the past few months, it's kinda like, you know, getting back into place. after the COVID. I think, obviously, it was a weird environment. Like, it's it was a little bit pretty slow, so I even started my position at the start of COVID. So, you know, that's why I kind of saw the entire growth in getting, you know, the website updated as in, like, just like the deliveries, you know, like, the chat or all these kind of stuff was, like, a big push to get, like, the brand updated and, at a certain level to, you know, keep the pace on and really, reach our customers as if nothing nothing had changed, really. so really we're seeing, I would say, you know, it even, like, the past 12. I would say maybe the past 6 months, really, when, you know, summer started, That's when we're starting seeing an impact like, oh, people are coming back tourists are being back, in London. So we're based in London. that's where we're kinda, like, starting to see a difference, really, in terms of, like, sales perspective. An improvement.

Richard Hill [00:03:52]:

Yeah. Yeah. I have to admit, I was, as I'm looking at the site earlier, and you've got some fantastic, like, put off purple, men shoot, which purple, I'm pretty crazy for everything I own. It's pretty much purple. Doesn't look like it on this, video, but my car is purple. And I thought, mhmm, we're gonna have to have a look at those after the after the, after the, Corp. Obviously, you've got quite a lot of, summer type products, haven't you?

Juliette Lopes [00:04:18]:

or? Yeah. Exactly. Currently, I mean, our stars, I would say, are all year round. You can really, you know, wherever, no matter the season, it's just about really playing them. We always, you know, advise our performers, like rubber soles, you know, a huge trick to, like, make sure that you can buy the product once and make it last, you know, a long time. It's really a timeless,

Richard Hill [00:04:40]:

timeless product. sort of educating the the the clients on the sort of, the quality aspect, the geography aspect.

Juliette Lopes [00:04:49]:

Like, you know, you don't buy, like, temper or choose now, you might want to buy, you know, 1 once or twice and just keep them seasons up to season. Yeah. Yeah. I think that's,

Richard Hill [00:05:00]:

You're seeing that more and more. So a lot of more companies sort of, talk about that sustainability piece, you know, and and sort of get getting the most out of things rather than buying a a new pair It's quite challenging with shoes, I guess, because -- Yeah. Exactly. No. It's always important

Juliette Lopes [00:05:14]:

because, you know, it's easy to buy your t shirts, but it's true that as people don't don't tend to buy, you know, free pair of shoes per season, let's say. So it is, yeah, a different different market, I would say, and especially, you know, pretty small. So she designs everything, and she really has her own puzzle. So it's really unique, so unique. Yeah. So it may not you know, please everyone, but, comfort is definitely key, and people who wants to try it, they just get addicted.

Richard Hill [00:05:40]:

Yeah. I have to say they do look very, very special. like, because I suggest listeners, traceyaniels.com. You you have a very good look if you're into, nice. I don't know the best way to explain it. I'm not gonna do do do the brand justice, I'm sure, but exceptionally, they look very, very high quality and very, very nice and and sort of, vibrant colors if you're into that sort of I'm I'm sure there's other sort of if you like more normal colors, but some really nice bright colors, which is very much what I like to to wear. So I think, yeah. This summer is really, really bright, you know, but tend to be, like, for example, with Tracy and myself, we tend to always go, like, full black, but

Juliette Lopes [00:06:20]:

we have a bit of everything as well for everyone, I would say, yeah, diff depending the pieces. Yeah. Brilliant.

Richard Hill [00:06:25]:

So, obviously, you mentioned at the beginning there, you know, you've been working on SEO. Did you PR. Yeah. The the site, the products, etcetera. But what's your sort of focus over the next 12 months? Is it sort of a if you got specifics in those areas, or have you got something else you're you're focused on?

Juliette Lopes [00:06:40]:

So, really, right now, what we're trying to focus on, you know, trying to get back up to speed. we really wanted to expand our market a little bit, focus, you know, on our main markets. overseas, a little bit more than reach new customers, you know, that's what everyone wants. Obviously, reach new customers, but being more visible because, you know, we've been there for, 20 years now. So it's quite a long time. Yes. You know, so really we have our loyal stomas. We we know them, you know, sometimes by name, we'll we love them, but really it is also about reaching out with those new customers to be more visible and, go, you know, above and beyond for these new people. So right now, we've been testing a little bit, of, social media ads. So, you know, a bit behind because we've been here probably, you know, for quite quite sometimes, but, yeah, It's never been the things that, you know, for us before of testing, but, so we've just literally been testing them out for, like, 3 months just on the Instagram and Facebook only. start with. And we're seeing, you know, a good results, out of that, you know, more rich, for sure, more session, a bit more traffic. sometimes it's harder to tell if you know sales are coming from it through the funnel if it comes out, but for sure we are seeing some sort of impact, which panel can be unsurprisingly with, with ads. So I would say that's kind of like our focus, influencer marketing, although it's not really influencer oriented because, you know, we're with same thing. The brands never done that before. We've got particular with the people that we want to work with. So, you know, they need to be a kind of aesthetic, more than, you know, an amount of followers, I would say. Yeah. because the idea again is about, like, we want the person to wear the the actual product. and not just, you know, have that, oh, I'm just putting one picture and that's it. You know, it's important that they're that the the person has a relationship, you know, a feeling in the connect with the shoe more than just have another pair of trees.

Richard Hill [00:08:45]:

Yeah. It's got a it's got a fit, hasn't it? I think a lot of brands and a lot of eCom stores get that wrong, they'll look at the follow account potentially. And then that particular, influencer then mentions that product. But if that product doesn't really fit with what that influencer is about, you know, and it a bit of a mismatch, isn't it? You you know, I see that quite a lot. It's just very it can be quite disconnected.

Juliette Lopes [00:09:07]:

Yeah. Exactly. And, I mean, you have to test any way to see, you know, you can learn from the mistake, but, yeah, it's all it's We're still, you know, learning every day when we do this kind of things. and right now, I'm exploring a little bit of the affiliate actually marketing. you know, more and more about that. So that's kind of what I'm a little bit focusing on, right now, as well as, improving our online automation, you know, some more novice.

Richard Hill [00:09:32]:

So you're doing anything, I say this because I watched a program last night. and, it men it mentioned this, but, like, pop up shops to do things with that. So where you'll you'll have a lack of a visibility in a certain area. So it's just a particular fashion brand. that I was looking at last night. it was to do with travel, actually. This it's like where the rich and famous go on holiday sort of series, and I thought it was just re I we we chatted before, didn't we about traveling and whatnot? And I thought, oh, this looks good. It all it all it was by Barba, satrapay, mar, couple of others like Caribbean. And, this particular brand had done a pop up in New York, pop up in Santa Pray, you know, just for like a the Center Pay 1 was, like, a pop up on the beach. It was for a bikini brand. our swimwear brand. So don't know if you do anything with, like, pop ups instead in different sort of areas.

Juliette Lopes [00:10:20]:

So this is something we kind of wanted to explore a little bit more actually during summertime. obviously, we're a small team. So it's kind of like right now we've done, the archive with their, pop up, for example, for it's more of an artist like designer artist, doing things around things across. So that's something that we usually do, you know, on a yearly basis, but I as for going, you know, outside of London or the UK, we were actually thinking of doing more in Paris because we do have a few, you know, people where, like, really going into the countries that we know we have a strong consumer base, would be something that we really want to explore. it's, you know, all about, like, yeah, what we want, but what is achievable right now. That's, you know, what we really need to think of but that's definitely an idea that I think here would be great because that brings the new rich, new visibility. Yeah. Also, you know, sales, obviously, because we bring all the products. especially going into Europe, you know, then you don't have to pay all the taxes. So it's bonus.

Richard Hill [00:11:23]:

Yeah. Yeah. So you mentioned, sort of in you know, internet internationalization, selling as different countries, you know, how maybe step through with our list is how you do that. You know, obviously, you're selling to different countries. There's certain campaigns you've ran in different countries to start. I know you mentioned social media, etcetera, but for our listeners that are thinking, right, actually, you know, we're doing X amount, you know, 95% or more, you know, in in their home country, whether that's, you know, UK, US, whatever it may be. they wanna start, you know, dabbling and starting testing in, you know, the the many, many European countries, for example. I believe you sell into, you know, and you've you've you've got a foothold in what we say to to the listeners that wanna sort of, sell into other European countries and other countries.

Juliette Lopes [00:12:08]:

Well, I would start with, like, the basis, look at your calendar and the correct dates, you know, because you wanna talk to your customer based on what's happening in their country, you know, because, like, talking about, like, today in the UK, for example, it's raining, talking about the rain, but let's say in, in Europe where you don't, you have, like, it's just not gonna be relatable. I think it's, it's not important. That's quite important, and that is where you kind of segment, segment call you're talking to. so that's, I would say, the main approach, make sure that your website, you know, has, like, the right currency. Does it feel like a lot of people, you know, whether they come on the chat and ask about that, that's quite important. to do. And then, yeah, that as a start input, I think that's when you're gonna be able to create more of a connection with the person. And then you can explain to that, of course, you know, by, doing all some incentives, whether it's free shipping, whether, you know, it's a little offer, all this kind of thing related to that, but I think what, Mark and Kramer of the team would be kind of like the first and easy to start with. Yeah. And then you can go there as a public like you were saying. Yeah. Yeah. Yeah.

Richard Hill [00:13:27]:

Yeah. I see more and more of that. I think it just seems a lot easier now than maybe even 12 months to go to, you know, obviously, it's, you know, you could build a site and shipped and and and sell into a different country, but there was always challenges around SEO percentage, oh, not challenges as such, but, you know, it's it's a little bit technical on the SEO side, obviously, payment, like, say, the, the checkout process, with the the currency, you know, if you're advertising in one currency, checkout in different currencies, different tax rates, potentially. And then obviously delivery, a lot of the delivery sort of, automation companies, you know, they take care of the delivery, the customs from when you get that product into some kind of, you know, another country, and then there's a customs challenge and a lot of the lot of the tech partners now and relationships with tech partners will take care of that. So I know it's a lot a lot easier than it was. Yeah.

Juliette Lopes [00:14:15]:

Yeah. I mean, you could, or if you can't, you know, go there, you could also obviously search for, like, some retailers, you know, that are in a certain particular country, you know, that writing, but then, yeah, like you said, we're gonna go back to, but what about the shipping? What about the customs? So right now, because obviously we're UK, we have to think about that you know, first thing. And then you need to kinda analyze, is it beneficial if we're actually absorbing the system or not? You know, that's just been Yeah. Thanks.

Richard Hill [00:14:43]:

-- in those costs. Yeah. Yeah. Okay. So stores, obviously, you've got stores, and you've had them for quite some time. You know, how do you manage deliver an omni channel experience, across your stores and your online.

Juliette Lopes [00:14:55]:

So, I mean, for us, I would say it's quite simple because, you know, we all have the same sort of voice because really being a small, team, whoever is in the store is most likely to also, be online. So sometimes you might, you know, contact us by email or by phone, and it might be the same person that you've actually, spoken to, you know, in store. tend to, like, keep that kind of relationship that when, you know, we, that, you know, that's, you know, Barbara came to dissolve and you're gonna email her directly. it's kinda important to create that, stigma relationship, whether it's in store online. So in that sense, for us, it's quite smooth And, you know, a lot of people, like, usually kind of, like, give us the feedback that, yeah, it's an amazing, you know, experience because you have to remember them, what people The sizes, obviously, you can have, you know, program that kind of gives you all of that, but for we don't have any of phone grabs, like, you know, Zendesk and all of that. Like, we do we do not use them. No. so it's really more about, like, the person to start and kind of create that relationship.

Richard Hill [00:16:01]:

Yeah. I think the shoe size is always a is, obviously, that is the -- It's always a strict It's the one, isn't it? You know, I was looking at so I was at before I came on, as I said, I was looking at the shoes and I saw all the purple one, and I was looking at the sizes, you know, to see if you had my size there, the things, you know, that I'm I'm a quite a big guy. I'm 647. I'm size twelve shoes or 46, 47. So, you know, sometimes or quite often, it can be quite challenging, but I know that the brand some of the brands that I do buy from once I bought them once.

Juliette Lopes [00:16:34]:

you know, like, I'm asking. We do do your size, but, you know, we also produce in limited quantity. So, for example, let season, we literally ask our main performers. I mean, this title is actually using the same. So we just ask them, and we will, like, So you want these shoes, just tell us your size, and we'll do it for you. You know, it's kinda like, you know, small quantity. So there's no, overproduction. So -- Yeah. next season, I can show you.

Richard Hill [00:17:01]:

But I, you know, the the retailers that sell shoes, that's then, I go back to those stores And then I'm only really seeing, products that are particular size. That's quite a smart thing I've seen some retailers do rather than what can be what can be really infuriating? I think when buying anything of size, especially shoes, you know, you, you know, you go to Google, you say, right, find me, you know, size 12. Or I'm trying to think now. Purple Nike, you know, I shouldn't use Nike, but purple Nike Jordan's, you know, you go to the you go to the site, there's only a size 6 available. But if I've clicked on advert, chances of most people that are searching that are gonna buy a size 6 is very limited. So it's sort of using the data within the database to use that to when you're driving traffic via ads. But if availability on certain stock is you've only got a couple of sizes in to potentially put a you know, variable in there that doesn't show that particular product if there's any 1 or 2 sizes in stock, and then you're not obviously wasting, potentially wasting.

Juliette Lopes [00:18:06]:

to what I maybe it was because, actually, what I possibly, that was saying that that, yeah, if you'd make an ad, make sure that the item is not sold out otherwise, obviously, Yeah.

Richard Hill [00:18:16]:

Yeah. Yeah. So it's a quite a big thing on, shoes for sure. You're right. Most things with size, you know, where a lot of ad budget gets wasted, you've only got that size 6 or that size 4 or whatever it may be, but the average is x. So running ads where you're only showing the if you've got, say, three or four sizes in, then you've got more chance of getting a sale sort of thing. Yeah. Great. So, You mentioned social media. You know, you'd obviously you're doing some things more so with that. but have you managed to sort of leverage social media to drive sort of random awareness, and then obviously, ultimate dry driving ultimately driving sales. You know, how have you managed to do that?

Juliette Lopes [00:18:55]:

So, I mean, right now, yeah, we're, obviously, you need to use the right platform, you know, instead of just being everywhere. So right now, we're focusing on Facebook and Instagram because that's just, you know, where our, yeah, our people are, you know, my primary, I would say, you know, otherwise, before that, we were mainly doing, you know, organic reach. So right now, we saw, like, more session, more clicks. Obviously, we also have a a shop connected to Instagram and Facebook. So it's quite, you can get good reports from that. pretty, you need to start testing. Testing, you know, do AB tests, using video, using carousels. So, even after, you know, we've been doing testing for, like, about 3 months, even after, you know, now we're coming to the end of our 3 months, we're still, like, just analyzing, you know, okay. Maybe this video would even perform. Why was that? So it's really, like, I think it's a learning curve. Like, all the time before finding that one thing that is gonna work. So we've been testing, yeah, video carousel, one image with text, one image of text, to know what was working, changing out segments, you know, you need to think of, you know, for us, it was like, okay, who is, who is the, the person wearing the shoe, where does she go, where does she eat? You know, it's all of that, that's quite nice, you know, to think about, and then, you know, do all your, your testing. So the platform right now, yeah, it's about posting also every day, you know, you have to play with the algorithm, unfortunately. so it's also learning low lose algorithm. Like, right now, I was listening to something yesterday, from Instagram, and they were saying that, oh, well, right now, it's more like stories that's working more than defeat. when, you know, we all think about the fit in itself, like, oh, and it's so great and, and this and that, but, actually, story seems to become more and more important than anything if he has the real. So, even if you don't wanna spend, like, you need to be stay updated on these kind of things because then maybe you really have to post, you know, 5 to 10 stories at certain times instead of one post these days. so learning is about, yeah, we, you know, think about your values, plan your week, you know, to week in advance, ideally, and then just make sure that, you know, you're always reminding, okay, what's your values, what's your DNA, you know, for these people that don't know you, but these people that know you, It's still good to always remind, remind them, you know, for, in our case, we'll always remind Washes are handmade. We use vegetable ton leather, you know, So all these kind of little things that for us seems to be, oh, it's our core values. Of course, we're nowhere, but actually, they might not see it everywhere. It's not blindly written that we're a sustainable company, like, on the websites, because, obviously, we also don't want to, you know, brainwash everyone. So it's kinda like using these tools to make sure that, you know, your voices are heard. Yeah. so there's that. And as well, yeah, as I was saying, testing, like the influence in marketing, although that's not, you know, something we've been doing, a lot, but, we do have a lot of, you know, famous or, like, big name in the architectural world so that are, you know, related, like, different with Tracy. So that's also some things that sometimes, you know, it's, it's just helps even if always organic, you know, because we're not gonna push someone to do these kind of things, but it's always nice as well, you know, to have people be

Richard Hill [00:22:32]:

showing the problem. Because they just love it. Yeah. I think that's a great point. You men you mentioned a minute or 2 ago that, you know, it's like you you've got these brand values in got the brand story, you know, obviously, in your in your case, you know, established for many, many years, and you can sort of take that for granted. internally as a team if you're not careful, but in reality, you know, the people that are discovering your brand for the first time or maybe, you know, a few weeks into covering your brand or the people that are, you know, are big, big fans and are buying every 6 months or so, just to reinforce, remind know, as you say, you know, that sustainability side of the business, you know, the the quality, you know, especially of of items of a certain price point and brand, you know, it's it's very much about brand, isn't it? So, you know, I think it's that consistency then it's a fine line, isn't it? Cause you don't wanna be like sustainability. Sustainability. Sustainability. So it's trying to find that balance, having bloody say, you've obviously got many, many, many creatives on the go at any one time, but in there and in that mix, you know, you've got that sort of the the the brand, the brand ones. Yeah. Good. So, you mentioned a couple of times sort of like search and SEO. Anything specific that you've been doing over our listeners might be able to, gain something from in terms of the SEO side of things. So when people search for specific things, primarily in Google. Obviously, you're very much brand focused. I assume, you know, tracing yours, you know, very much established as a brand for many, many years. But in terms of organic search, over and above brand, is there anything particularly you've been doing?

Juliette Lopes [00:24:09]:

we always have, like, you know, just amazing good titles, good titles, good descriptions, and so, you know, try to make as full as full, but as well as little as possible. Like, it's kind of like followed, all the little basics, I would say. because obviously time is never on our end. So we always try to, I have a good app that I use, because we Shopify, we're on Shopify by, I mean, I use, an app called, Getclicked SEO by Adolab, which I think is, a good, a good one to use when, you know, like me, you don't really have the time. So so there are app that's just basically gonna just show you, okay. Here, you need to update this. is titled too long. some keywords, like you said, well, if I'm looking for shoes, is it Loafers, or should you put sleep on? Well, now, low low disease ranks, you know, higher. So I just find that more efficient because, yeah, I don't always, you know, at the time, oh, I don't have a dedicated person on ACA. So often that, you know, it's just like efficiency is quite, it's quite huge. And then, Oh, we gotta look, obviously, the basic Google account. So, you know, Google -- Yeah. -- analytics and all of that. So right now, yeah, it's It's something that I will we would like to focus more, obviously, because, you know, e commerce is such a big thing, but at the same time, you know, We wish we had more time. So, yeah, I just find that right now focusing on adding the key, the core basis and then implementing what you have more time. regular optics, you know, monthly and then, you know, changing what's doesn't work and all of that. We also do, weekly blog, actually. So we have a blog on our on our website. So I think that's quite important to get the, you know, the staff involved as well. to help me with that. So that's kinda, I would say, like, you know, our products are just maxim maximize and then doing regular, weekly blogs or whatever we're targeting, you know, shoes, you know, in, in particular, like, you know, the best sandals or we're talking about, you know, what's happening in the neighborhood, in the, you know, in, in London, you know, where we have a invaluable, where where we'll locate the shop is located, you know, all these kind of things, which ultimately

Richard Hill [00:26:31]:

will help. So you you get the So the people that are in the shop, are they contributing to the blog then people that are sort of on the ground meeting with the customers?

Juliette Lopes [00:26:40]:


Richard Hill [00:26:41]:

Yeah. Yeah. I think that's a a great you know, it's quite a simple thing, but I think a lot of people don't do that. You know, you've got it's like when you potentially get an agency to manage your social media, there's nothing wrong with doing that, but the reality is that the brand's own team that are on the ground, in your instance, in a shop, you know, in a physical shop, obviously having conversations, you know, dozens and dozens of conversations every day in that shop about a particular, you know, pair of shoes, and, that should then In theory, inspire, some ideas, you know, some consistent requests that you keep getting about, oh, have you got this in this and this, oh, yeah. Do you know what? There's maybe something there. We could write we could write a blog on, you know, everyone's asking for Loafers. What's that about? You know, there there's something out there. Oh, yeah. Somebody Graham was doing, oh, okay. That explains it. Right. Let's let's, attach ourselves to that craze or that thing that's going on on, on TikTok. that people keep coming in and asking for. Whereas if you're not sort of actively sort of monitoring or listening to the customers and feeding that back through your own internal team, you know, your your content can, you know, when you're sort of a one product one set of product brand can sometimes get a bit tired, kinda, I think. So I think that's, you know, that's great. That that's sort of feeding back.

Juliette Lopes [00:28:00]:

Yeah. The main challenge for us is that, obviously, it's for small team. We're talking about, you know, 5, you know, so retail, retail, as well as, you know, outside of retail, roughly. So That's where, you know, the challenge comes in. It's like, well, if I can't do anything myself, everything, you know, myself, which is quite obvious, then, we need to get, you know, outsource, outsourced the person. And if it's not busy in the shop, then, of course, we think it might be something that, you know, the person also wants to challenge. You know? Oh, well, I like writing. So, yeah, why not? Yeah. Yeah. Yeah. Great. Brilliant. So,

Richard Hill [00:28:38]:

What advice would you give to retailers right now? You know, we're coming, well, we're sort of midsummer in the UK. before we know it, I guess, I hate to say it, but, you know, autumn, another month or so. Maybe a bit more than that. You know, we've got, what are we on? We've got sort of, 5 months ish, five and a half months left of the year when this airs. You know, what advice would you give to eCom retailers right now? to have a sort of successful 2023.

Juliette Lopes [00:29:07]:

the main thing talking about, yeah, we are doing doing and of the year, you should already have, you know, your Black Friday sales in mind, Christmas, you know, plan. It's already, like, a little bit clate, you know, to think about that. Like, it's really, really need to start planning ahead because that's when, you know, the peak season is happening. So make sure that you have all the baggage that you need, for that. August is usually a slow move. So, you know, it's a good time to kind of and kinda like have a look at your brands and whatever you're doing and focus on what you're good at. as I mentioned before, I would also say the people that are loyal, they're loyal, you already. So make sure that you're taking care of your new customers. Yeah. Great. You know, like, you know, keep in touch with them. Have they made a purchase? Not yet. You know, is there something wrong? You know, it's just like a all approach like that to make sure that you get them addicted, you know, and that they're not familiar.

Richard Hill [00:30:07]:

I love it. Get them addicted. I think that's, that'll be a sound bite somewhere. Let's get them addicted. Well, thank you so much, Juliet. Now I'd like to finish every episode with a book recommendation. Have a book to recommend to our listeners?

Juliette Lopes [00:30:19]:

Yeah. So it's not, eCom related. Okay. But, you know, it's not a life coach. but James Smith. So it's more something, you know, are you ready to change your life? So analyzing what you're doing in your life and reassessing things. So I just think it's quite nice, you know, just for a self.

Richard Hill [00:30:40]:

What was what was it called? Sorry. I missed that.

Juliette Lopes [00:30:42]:

not a life coach. not a live coach. Yeah. Are you ready to change your life by James

Richard Hill [00:30:48]:

Smith? James Smith. Brilliant. That sounds good. That's it. That's, we've had a 100 and two recommendations, and that has not been on the list. So that's great. I'll have a little look at that myself. Well, for the listeners that wanna find out more about usually at more about, Tracy Knowles, what's the best place to do that?

Juliette Lopes [00:31:07]:

By email, shoes at trace and eCom, Instagram at trace and all. I'll be there answering if you need. Hey.

Richard Hill [00:31:14]:

Well, thanks for coming on the show. I'll speak to you again soon. Thank you. Thank you. Bye bye.

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