Hey there,

If passing away the hours in your home has led to some unpredictable purchases, you’re not alone. Spurred on by the pandemic, many consumers have been stepping outside of their comfort zone to spend on items they wouldn’t usually buy online – maybe they’re not getting the use out of the home gym, that’s OK; at least the breadmaker was a justifiable purchase.

In our latest podcast, we spoke with Loren Padelford (Vice President and General Manager at Shopify Plus), Michelle Curtin (Head of Personal Shopping at Irish department store Brown Thomas), and Colin Harmon (founder of Irish coffee company 3fe Coffee) about the changing face of customer habits as part of our S.H.O.P. series.

Customers were already primed for the shift to online retail, due to the rising influence of SaaS and B2B on shopping, and this change in behavior has only been accelerated by the pandemic. But, without a doubt, the personal relationship with the customer remains the foundation of good business – and a delightful experience.

As Harmon says, “People look forward to getting that bag of coffee in the post. It’s a ritual. We have customers that have been subscribers for six or seven years now, and they love that feeling every week when it comes. So it’s quite a personal experience, despite how people would usually interpret internet sales.”

Unpack that trampoline,

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Intercom is the world's first Conversational Relationship Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.

Intercom | 55 2nd St. | San Francisco, CA 94105

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