Episode 11 | "Put Yourself In The Customer's Shoes" - Cameron Goldie | Statements of Intent Podcast

Statements of Intent

In this episode, host David Mannheim sits down with Cameron Goldie, Head of eCommerce at Grenade.

Cameron has 8 years experience of driving profitable acquisition growth and retention strategies across the UK, Switzerland, and the US. His expertise in leveraging technology to build sustainable infrastructures and his people-first approach have significantly contributed to his ability to navigate complex platforms, optimise customer journeys, and spearhead international marketing campaigns.

Cameron shares his core values centred around presence, health, and well-being, which shape his approach to customer experience. He unpacks the "Jobs to Be Done" framework and its role in delivering value aligned with customer needs. Grenade's use of AI for customer service is explored and their plans for elevating the shopping experience in 2024 through technology upgrades.

Topics Covered:

• Cameron's core values of presence, health, and well-being
• Applying the “Jobs to Be Done" framework to eCommerce
• Cameron's statement of intent: Putting yourself in the customer's shoes
• Using AI for customer service: Grenade's balanced approach
• Catering to diverse customer needs and journeys
• Grenade's 2024 strategy: New front-end UX, customer data platform, and mobile app

Key Quotes:

• "Let's add value from the ground up and give customers what they need."
• "If you've got the presence to recognise what the customer needs, it's then asking them what they need and continually asking them what they need."
• "If you're 5 percent everywhere, how'd you be a hundred percent in one place? It's very difficult."

Episode Chapters

00:00 Introduction
00:47 Guest Introduction: Cameron Goldie
01:39 Cameron's Core Values
06:30 The Jobs To Be Done Framework
07:18 Cameron's Statement of Intent: Put Yourself In The Customers Shoes
10:00 AI and CX: A Grenade Case Study
13:48 Catering to Diverse Customer Needs
21:32 Grenade's Strategy for 2024
24:26 Outro And Football Predictions

Resources

• The Jobs to be Done Framework → https://amzn.eu/d/8CjEZLY

Social Media

• Cameron's LinkedIn → https://www.linkedin.com/in/cameron-goldie-295a44139/
• Made With Intent LinkedIn → https://www.linkedin.com/company/madewithintent/?viewAsMember=true
• YouTube → https://www.youtube.com/@madewithintent