Managing customer experience to drive conversion. Ideal Shopping Direct case study
Ideal Shopping is a leading multi-channel retailer with annual revenues of £100M+ from product sales via TV channels and websites. Much of Ideal Shopping’s success can be traced directly to its sophisticated approach to customer experience management. Mark Russell will share how Ideal Shopping uses Tealeaf to achieve real-time visibility of the online channel and empower Ideal Shopping’s call centre agents to recover 40% of abandoned transactions from customers deep within the funnel.
About the speakers
Mark Russell, Head of E-commerce, Ideal Shopping Direct
Over the last two years, Mark Russell has been fundamental to the enormously successful transition of Ideal Shopping Direct from a pure TV shopping channel into a multi-channel business with a strong online presence. On Mark’s watch sales at Ideal Shopping have increased by as much as 69% as result of the growth their online business.
Prior to joining Ideal Shopping, Mark earned accolades for his successful management of the eCommerce platforms at both the House of Fraser and Woolworths. With over 10 years of industry experience, Mark is a consummate professional with a real passion for eCommerce and Digital Marketing coupled with a wicked sense of humour.
