Expert Perspectives

Expert Perspectives

Episode 20

Horizon Hobby: How to balance customer loyalty & acquisition

Podcast

Nate Kennedy

VP of Customer Experience

In this episode we talked about:

How ecommerce brands are benefiting from increased insights into their customers
How to balance customer loyalty and acquisition
Whether it’s possible to spend your way into an experience-based market

Episode highlights:

[3:41] Analytics & customer behavior insights

[6:29] Major projects at Horizon Hobby

[9:24] Digital marketing & customer acquisition strategy

[13:10] Competition in the RC market

[15:42] Horizon Hobby's core strengths

[17:09] 2024 ecommerce challenges & outlook

Other episodes

See all episodes

Alexandria Sims of Sleep Country | Noibu podcast

Sleep Country: Navigating digital transformation for business growth

David Cost of Rainbow Shops | Noibu podcast

Rainbow Shops: Driving business success through omnichannel innovation

Breanna Fowler of Dell | Noibu podcast

Dell: Driving change with data strategies and AI personalization

Ecommerce expert Andrew Burton: Flexibility, innovation & the future of composable commerce

commercetools: Flexibility, Innovation & the future of composable commerce

Ecommerce expert Jenna Flateman Posner: AI in retail - balancing automation and human connection

Chief Digital Agency: Balancing AI/automation and human connection in retail

Alexis Katsafanas of Unilever Prestige: Embracing a customer-first mindset in luxury ecommerce

Unilever Prestige: Embracing a customer-first mindset in luxury ecommerce

James Semple of Salesforce: How to transition to headless architecture the right way

Salesforce: How to transition to headless architecture the right way

Gabriel Yanko of ASICS: Lessons from building ASICS Canada's ecommerce from the ground up

ASICS: Building ASICS Canada's ecommerce from the ground up

Leo Griffin of Hanesbrands: How fast sites drive massive ROI

Hanesbrands: How fast sites drive massive ROI

Thomas Mulreid of Orium: Demystifying composable commerce

Orium: Demystifying composable commerce

Rohit Nathany, Mejuri CTO: Innovating tech evolutions from within

Mejuri: Innovating tech evolutions from within

Meenakshi Lala, UrbanStems CEO: From fashion to flowers

UrbanStems: From fashion to flowers

Chris Meystrik, Jewlery Television CTO: Replatforming and innovation

Jewelry Television: Replatforming and innovation

Dileep Marway of AND Digital: The role of cultural alignment in tech transformation

AND Digital: The role of cultural alignment in tech transformation

Jeff Hanson of Floor and Decor: Enhancing customer experience through omnichannel retail

Floor & Decor: Enhancing CX through omnichannel retail

Kelly Goetsch of commercetools: On headless commerce and microservices

commercetools: Headless commerce and microservices

Sophie Wawro of Shoptalk: Building connections in retail

ShopTalk: How ShopTalk is transforming retail partnerships

Nicholas Greatrex, TFG Brands London CMO: How to understand multi-channel conversion

TFG Brands London: How to understand multi-channel conversion

Manish Hirapara, PeakActivity CEO: The three Ts of ecommerce

PeakActivity: The three Ts of ecommerce

Brent Bellm, BigCommerce CEO: Embracing open SaaS

BigCommerce: Embracing open SaaS with BigCommerce

Lorenzo Riberto of Rossignol: Taking omnichannel from buzzword to strategy

Rossignol: Taking omnichannel from buzzword to strategy

Ecommerce expert Robin Helfer: Balancing books and brands for ecommerce success

Balancing books and brands for ecommerce success

Paula's Choice: Building an education-first brand

Staples Sr. Manager of Digital Experience Tyler Sperry: How to create a seamless customer experience

How to create a seamless customer experience

Sarah Raven Sr. Digitial and Ecommerce Manager Ash Pallett: Four phases of replatforming

Sarah Raven: The four phases of replatforming

Jon Cleaver of SportsShoes.com: Don’t use technology for technology's sake

SportsShoes.com: Don’t use technology for technology’s sake

Ecommerce expert Tony Trew of Bouclair: The crucial importance of geodata in omnichannel retail

Bouclair: The importance of geodata in omnichannel retail

Dan Wardle of Noibu: The adoption of headless commerce and AI to supercharge business growth

Noibu: The adoption of headless commerce & AI to supercharge business growth

Alessandro Canessa of Commerce Layer: The future of micro frontends and developer relations

Commerce Layer: The future of micro frontends & developer relations

Michael Affronti of Salesforce: How SFCC has evolved to Meet Consumer Demand

Salesforce: How SFCC has evolved to meet consumer demand

Anton Grebener & Stanislav Publika of Astound Digital | Noibu podcast

Astound Digital: The potential of headless and composable commerce

Ghiwa Salhani of Fendi: How to market luxury brands to Gen Z

Fendi: How to market luxury brands to Gen Z

Ecommerce expert Ryan Finley: Why collaboration and good product data are key to robust site search

Ferguson: Why collaboration & good product data are key to robust site search

Owen Spencer of Fox Racing: The difference between a data-driven and a data-informed approach

Fox Racing: The difference between a data-driven & a data-informed approach

Emily Levada of Babylist: Understanding the trust equation for product managers

Babylist: Understanding the trust equation for product managers

Canada Goose: How a luxury brand stays competitive in a fast fashion-dominated market

Steve Holsinger of DEPT: Why fast-growing businesses need to go headless

DEPT: Why fast-growing businesses need to go headless

April Sabral of Retailu: Fostering a positive leadership culture in ecommerce

retailu: Fostering a positive leadership culture in ecommerce

Adrien Levinger of FAV Solution: Mitigating data loss and friction during migration

FAV Solution: Mitigating data loss and friction during migration

Christopher Cowger of Dell: Balancing personalization with customer trust

Dell: Balancing hyper-personalization with customer trust

Ecommerce expert Sharon Gai: How brands across the world use AI

How brands across the world use AI

Nabil Malouli of DHL: How to master supply chain and customer satisfaction

DHL: How to master supply chain & customer satisfaction

Pahul Ahluwalia of Apricot Clothing: How brands are shifting to mobile-first strategies

Apricot Clothing:How brands are shifting to mobile-first strategies

Mathew Vermilyer of At Home Group: Avoiding analysis paralysis with data-driven decisions

At Home Group: Avoiding analysis paralysis with data-driven decisions

Nate Kennedy of Horizon Hobby: How to balance customer loyalty and acquisition

Horizon Hobby: How to balance customer loyalty & acquisition

Jorge Ramirez of Joma Sport: The when, why, and how of ecommerce replatforming

Joma Sport: The when, why, & how of ecommerce replatforming

Luis Gerardo Torres of Specialized Bicycles: Understanding ecommerce customer satisfaction KPIs

Specialized Bicycles: Understanding ecommerce customer satisfaction KPIs

Alexander Khan of Stott and May: How to build a winning ecommerce team

Stott and May: How to build a winning ecommerce team

Dhruv Mehrotra of Wish: AI is here to enhance human judgement, not replace it

Wish: AI is here to enhance human judgement, not replace it

Taylor Becker of Polar Electro Oy: Sales is a symptom, track other metrics

Polar Electro Oy: Sales is a symptom, track other metrics

Rigel St. Pierre of Mejuri: Fitting emerging technologies into your business roadmap

Mejuri: Fitting emerging technologies into your business roadmap

Susie Benson of Fitbit: Balancing data capture and privacy legislations

Fitbit: Balancing data capture & privacy legislations

Ksenia Rodionova of Yum! Brands: Transitioning a business from offline to online

Yum! Brands: Transitioning a business from offline to online

James Connell of Carbon Balance: How to balance profitability and sustainability

Carbon Balance: How to balance profitability & sustainability

P.J. Worsfold of JD Sports Canada: How to personalize ecommerce experiences in 2024

JD Sports Canada: How to personalize ecommerce experiences in 2024

Ecommerce expert Jim Parris: Understanding how to approach bugs and instability

Understanding how to approach bugs & instability

Jordan Baines of Inkbox: Mastering AI, navigating ecommerce trends & driving sustainable growth

Inkbox: AI, ecommerce trends & driving sustainable growth

Kelli Reeves of Floor & Decor: How to navigate B2B customer experiences

Floor & Decor: How to navigate B2B customer experiences

Ben Stendahl of Peloton: Can AI and ML create personalized experiences?

Peloton: Can AI & ML create personalized experiences?

Lisa Camm of Fortnum & Mason: The role of technology in day-to-day operations

Fortnum & Mason: The role of technology in day-to-day operations

Alizée Belmont of Richemont: Optimizing luxury online retail for a global audience

Richemont: Optimizing luxury online retail for a global audience

Edmond Georges of Hobbiesville: A pandemic launch to eight-figure revenue: The Hobbiesville journey

Hobbiesville: A pandemic launch to eight-figure revenue

Jared Poole of Bass Pro Shops: How devops can transform the customer experience

Bass Pro Shops: How devops can transform the customer experience

Matt Ezyk of Pet Supermarket: Transitioning from brick-and-mortar to omnichannel

Pet Supermarket: Transitioning from brick-and-mortar to omnichannel

Matthew Lawson of Ribble Cycles: Balancing tradition and innovation in ecommerce

Ribble Cycles: Balancing tradition & innovation in ecommerce

Natalia Walicki of Cazoo: How to balance data with customer insight

Cazoo: How to balance data with customer insight

John Merris of Solo Brands: Treat your customer like your mom!

Solo Brands: Treat your customer like your mom!

Other episodes

Alexandria Sims of Sleep Country | Noibu podcast

Sleep Country: Navigating digital transformation for business growth

David Cost of Rainbow Shops | Noibu podcast

Rainbow Shops: Driving business success through omnichannel innovation

Breanna Fowler of Dell | Noibu podcast

Dell: Driving change with data strategies and AI personalization

Audit your site today

Understand the revenue impact of all errors on your site and how to swiftly reproduce and resolve.