Chilly's Head of eCommerce, Bryony Tagg, reveals how the BCorp retailer built trust and scaled to 30,000+ orders monthly in a crowded market. The episode emphasizes brand commitment, product quality, and customer-centricity, alongside strategic outsourcing and headless commerce for agility. This is a must-listen for brands aiming to differentiate and foster loyalty in competitive ecommerce.
Key takeaways
Focus relentlessly on brand authenticity and product quality as non-negotiable foundations for trust in a crowded market.
Strategically leverage outsourcing for specialized tasks to maintain agility and focus on core competencies, as Chilly's does for its headless commerce operations.
Prioritize customer-centricity in every business decision, from product diversification to optimizing international purchasing experiences.
Diversify product offerings thoughtfully, building on initial success while maintaining brand mission and quality standards.
Implement effective marketing and merchandising that clearly communicates brand values and educates customers on product benefits and usage.
Bryony Tagg is the Head of eCommerce at Chilly’s, a BCorp retailer on a mission to accelerate the adoption and everyday use of REUSABLE PRODUCTS. Starting with the Chilly’s water bottle in 2010 the brand has gone a long way in the last 14 years. Their headless eCommerce site does around 30,000 orders a month, plus they have a wholesale channel too. Hit PLAY to hear: The importance of brand and quality Adapting to market changes How Chilly’s leverages outsourcing Why you need to always put customers front and center Effective use of marketing and merchandising Key timestamps to dive straight in: [05:43] Fashion experience led to challenges in Chilly’s. [07:17] Diversification from water bottles to various products. [10:01] Making it easier for European customers to purchase a Chilly’s bottle. [14:53] The Chilly’s team and what gets outsourced. [17:44] Chili's ensures quality, builds trust and community. [19:06] Listen to Bryony’s Top Tips! Full episode notes here: https://ecmp.info/501Download Shopify's Omnichannel Report >> https://ecmp.info/shopify </p&
Focus relentlessly on brand authenticity and product quality as non-negotiable foundations for trust in a crowded market.
What does this episode say about dtc strategy?
Strategically leverage outsourcing for specialized tasks to maintain agility and focus on core competencies, as Chilly's does for its headless commerce operations.
What does this episode say about supply chain & operations?
Prioritize customer-centricity in every business decision, from product diversification to optimizing international purchasing experiences.
What does this episode say about customer retention?
Diversify product offerings thoughtfully, building on initial success while maintaining brand mission and quality standards.
What does this episode say about brand & content?
Implement effective marketing and merchandising that clearly communicates brand values and educates customers on product benefits and usage.
