How ECommerce Brands Are Navigating The New Customer Journey


2020 saw an unprecedented amount of growth in eCommerce. According to research from Digital Commerce 360, consumers spent $861.12 billion online with U.S. merchants in 2020, up 44% from the year before.

As consumers have moved more of their spending online, brick and mortar stores have had to pivot to bring their customer experiences online. And eCommerce stores have had to deal with increased competition for traffic and sales.

The pandemic accelerated eCommerce trends that were already happening, but it meant brands had to figure out how to quickly navigate the evolving customer journey. And those changes are likely to continue. As part of our Amazing Women in eCommerce program, we spoke to several inspiring, innovative women on the cutting edge of eCommerce about their top strategies for adapting to these changes.
Create unique online experiences
For many brands that rely on connecting with customers face-to-face, making the shift online can be daunting. Premium drink mixer b …

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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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