Transcript: Episode 4 - B2B eCommerce IS the New Normal

Ecommerce is going to be the new normal for both B2C and B2B. What we've seen is ecommerce leapfrogging five years. If you don't have an ecommerce presence within twelve to eighteen months, your viability is going to be in question.

Welcome to The Ecommerce Experience, the podcast that turns you into an ecommerce expert. Your host, Andrew Rogencamp, shares his wealth of B2B and B2C business experience to take you on an commerce adventure. Each month, you'll hear from industry experts and meet people just like you looking to take their business to new heights online.

Hey there. Andrew Rogencamp here, and we're back for our fourth episode of the ecommerce experience. What I'm gonna do this time is we did a webinar with a company called Dialogue earlier this week, and we were really just speaking of the state of ecommerce, where is it at. And we had an interview with a ecommerce retailer called Savalry Trading who also and Greg Grant and just asked some questions of the managing director of that company and and what he's seen in COVID nineteen. Certainly, we've seen massive uplifts with the customers out there that we know of, and it's interesting to see where things are going and how things have evolved in the last six weeks or so since I did the last podcast.

So this was a webinar that was done with the aid of a PowerPoint presentation. But apart from one slide that I show in the middle of it that talks about the most popular products out there today on year on year growth, everything else you don't really need the PowerPoint for. I was really just talking to it. So, yeah, I hope you enjoy this podcast, and we'll speak to you later. Thanks very much, Bev.

And, yeah, thanks for the opportunity of allowing us to have a chat to your customers and just pass on what we have seen in ecommerce over the last couple of very strange weeks. So what we wanna do is start off by talking about the current state of ecommerce, and I'm calling it mid COVID '19. I I'm actually hoping it's further than mid COVID nineteen. I just got a email from the Regatta Hotel, which I live very close to, and they're opening up Friday. So I'm very optimistic about us being way past mid COVID.

What we have been observing in our customer base and beyond. And then we're gonna have a chat to Roxton Innes or as as we know him affectionately, Rocky from Sadlerie Trading who's Caloundra based company up on the Sunshine Coast. But he gives a great perspective of both a B2B and a B2C perspective on not only the last two months, but, you know, where everything's going in terms of ecommerce from a from customer land. So I guess to give an idea of the current landscape, we have seen unbelievable growth year on year looking at what our customers were doing same time last year in March and April to this year. So the last weeks has been a very interesting nine weeks, not only for our customers, but for us in terms of some of the demands that or requests that we're getting on on changing some of those environments in a in a very quick way to get things done for our customers.

I was on Retail Global who do a lot of conferences and stuff like that. There was actually supposed to be a digital conference on the Gold Coast this week, but naturally, it's been canceled. So they're doing that all online today using Zoom, and it's going quite well. I've been attending that most of the day. And one of the things that one of the guys from eBay has said is is there's been a massive acceleration towards local sellers.

And this probably relates to B2C more than B2B, but given that it's coming from eBay. And he he actually said that's been happening for a while now. It's not just a COVID phenomenon. It's been happening for a while. But that's that's a that's a great thing for Australian retailers is is that things are moving towards local sellers.

And I guess it's a great thing for Australian wholesalers as well because they're supplying those retailers. So there's lots of businesses that have been affected by COVID. I I think probably if you haven't been affected by COVID, you're probably working for the government or something like that. You know? I think the figure would be even higher than sixty percent now.

But what we're seeing is is that ecommerce is playing an key role in that contactless and cashless transactions are now preferred by buyers and sellers. I know my wife's Italian, and she has been a cash person since she was since I met her. And for the first time, I've had to get her a debit card this week so she can transact out in the marketplace. She said nobody's accepting her cash anymore. So I know things have changed when my wife gets a debit card.

So some of our observations. So what we've seen is ecommerce leapfrogging five years. So our customers are at points where they had planned to be in several years' time. And and really in ecommerce, nobody plans out that far, but one of our customers and this isn't pertinent to just one of our customers. You know, this is across most of our customers, but one of them who sells musical instruments have quadrupled their sales year on year in the month of March and April.

And in fact, I was talking to this customer at the very start of COVID, and he said, look, you know, this was, you know, back in the days when ScoMo we're getting, you know, early updates from ScoMo. And he said, look, you know, with the stores closing down, they do half their revenue online, half of it in store. With the stores closing down, I'm thinking we're gonna have to lay some people off and stand some people down. I spoke to him a week later, and he said, I'm looking to hire 13 people. I can't keep up with the sales.

So it was that quick, the turnaround, and it turned out that their online sales for March was higher than both their online and in store sales for the previous March. And there's no other factors. You know, they haven't had any acquisitions or anything like that. So it's a true comparison. There's been lots of technology that we've seen deployed around AI, extra service features so that customers are being able to serve themselves more than they have been able to before.

And new methods this is especially around B2B, new methods of dealing with customers with reps off the road. So there's lots of businesses out there that we know that would say, oh, my customers won't order online because my reps service them. They'll only order off the reps. Well, in the last nine weeks, that just hasn't been possible. And those customers have either been ordering through the reps using video conferencing, which is really interesting, or they've been using the website, using their B2B website that's already available to them, but for some reason, they've just been resisting.

So we're seeing a big move to ordering online and getting more information online rather than speaking to reps. Don't think this is gonna be the death of the rep, but it's certainly interesting to see how that's going. Now one of the interesting things also is that and it's a good barometer, is that Amazon are hiring 100,000 new people. That's how many people they wanna put on to cope with the new normal of ecommerce. So there's two things to read from that.

Obviously, that ecommerce is going to be the new normal for both b two c and b two b. Now b two c, you know, it's it's it's not as if it's a new thing there or hasn't been for b two b for a while, but it's really that saturation point that it's coming up to that digital transformation. The other thing to think about when Amazon thinks that they're going to hire a hundred thousand new people, the challenge there for the rest of us is is that competition for good skills in ecommerce. So, you know, young people, they all they all wanna have a company like Amazon or PwC or Ernst and Young or or something like that on their resume. So for the rest of us who aren't an Amazon or a PwC or something like that, keeping people and hiring new people might become a challenge in the next six to twelve months with Amazon having that attitude out in the marketplace.

So, yeah, make sure if you've got good ecommerce people, hang on to them, pay them well, and keep them keep them in exciting and innovative projects. On the flip side, COVID nineteen has actually caused all this extra sales. It's actually caused a lot of supply chain disruption for our customers. And if you think about it, if somebody walked into your business tomorrow and said, hey, look, I wanna do business with you, and I'm going to buy off you three times as much as what the total amount of your current customers are buying off you, you'd go, wow. That's great.

But boy, have we got some problems to deal with now. And that was really, you know, back to what I was talking about is that musical instruments customer is that they face some real challenges about how to how to supply these customers that are all new customers. I think they had 4,000 new customers in three weeks, which was a interesting stat. So one of the things that we've seen some of our more advanced customers doing is using CX. CX stands for customer experience to ensure their loyal customers are taken care of.

Because what you've gotta be careful of is that COVID nineteen customer. So whilst it's great to get new customers, and those new customers, you're probably going to get a lot cheaper than you would get by doing paid advertising. In fact, that customer I spoke of again, he actually said to me, gee, I wish they they spend a lot of money every month on paid search on Google. And it turns out, like, it cost them about a hundred and $20 based on what they paid on paid search and how many new customers they get per year. Cost them about a hundred dollars to get every new customer.

Right? So they're getting a whole lot of free customers now. And in fact, he actually bought his paid spend down to next to nothing because he was concerned about the amount of sales he was getting. He didn't wanna overdo it and have no way of supplying all of these sales. And he he actually said to me, I don't know if it was in jest or he was he was being serious.

I wish I could go into negative paid search so I could do something to have people not find my site for a little while so I could catch up. They literally had thousands of orders to catch up on. So the message there is is being careful about treating all of your customers the same way during COVID nineteen because you're going to get a lot of customers that may never come back. The last podcast I did with this was with a guy called Danny Phillips, and he's a customer experience strategist. And he explained to me about how taking care of your really important customers is so much more important than just having a blanket policy for everybody.

So what we're finding some of our customers are doing is using different order priorities with their ERP to be able to say, well, when a when an order comes in from this level of customer, somebody that's been dealing with me for years, I'm actually gonna give it a higher priority than I would a customer that's just signed up with me today. Having said that, you wanna make sure that you're gonna wow that new COVID nineteen customer because they're a free kick for you, and what a great way to keep them on board post COVID nineteen in the new normal. You've scored yourself a whole lot of new customers. So the other thing I'd say is be careful not to divest at this time, especially in ecommerce, but to invest in ecommerce. Our director of sales and marketing, David Bickerstaff, has a saying is is you don't renovate the hotel in summer.

And what that means is is that now is a great time. Your your website if you haven't got a website, now's a great time to actually look at getting a website because there's a lot of other things that your people may not be doing if you're on if they're on the JobKeeper. What a great way to use those resources to do things to either create a new website, ecommerce website, or if you do have a website, is to look at ways that you can make that website better. And that might be about content. It might be about functionality, because you can be guaranteed that your competitors that do have that capital to be able to do that are out there investing in their website now.

I can tell you they are because they're spending money with us doing it. So you don't wanna come out the back of this with a website or no website and find out that your competition's way ahead of you. We've been saying for a little while now, we do presentations, you know, around the traps. We've done a couple of Microsoft ones down in Melbourne. And the research is is that if you don't have especially in b two b, if you don't have a b two b e commerce website within the next five years, it is likely you will not survive.

There's a book out by Brian Beck at the moment called the billion dollar e commerce, b two b e commerce. And it has all these examples of B2C sites that many years ago in The States said, I don't believe online buying is going to take off, and they were slow to the mark. And those those I think Macy's is one of them and things like that. Those businesses are virtually out of business now. So now's a great time to invest in ecommerce to make sure that you're ahead of the game.

So what I was saying before about that five years, I believe that's now accelerated to twelve to eighteen months. If you don't have an ecommerce presence within twelve to eighteen months, your viability is going to be in question. I just got this slide off the off a site in The US, and it's just a bit of an interesting graphic about what are the year on year uplift based on the last six weeks of products that are being bought more than they were last year. So most of them are pretty obvious. The dishwasher was a bit of a surprise to me, but I guess when you think it through, people are working from home, got a lot more plates to clean.

That used to happen at the office. I know we've got two dishwashers at our office for 40 people, so I can imagine the amount of plates that that's being distributed throughout households now needs a new dishwasher, a washing machine, same sort of stuff. I know I just got a a little word from my wife who was just doing the ironing, telling me that I'm wearing far more clothes than I was when I go to work. So I'm being encouraged to go back to work. Then all the sporting goods.

So we've got a couple of customers in that sporting goods arena. Heart Sport's one of them. They are literally they ran out out of weights weeks ago. Heart rate monitors, basketball shoes. All of our customers that we got a couple of customers in the bike wholesale arena.

Anything to do with cycling is just going crazy. So it's really interesting to see where all those products are going. Couple of more observations. We've got a lot of customers in the PPE. Now PPE is a term that pretty much everybody knows now.

Personal protection and equipment, gloves, hand sanitizer, all of that sort of stuff. I think eight weeks ago, if you said to somebody at a barbecue, we've got some customers in PPE, they'd have no idea what you're talking about. These days, it's just a a word that everybody knows. So those customers seen massive growth, of course, and a lot of that moving to online, but they all also are having massive supply chain issues trying to get those products in because a lot of them come from China. And China is basically just selling to the highest bidder, which are generally our customers are now competing against countries to not just not just suppliers or distributors in the rest of the world, but they're actually keep competing against governments to get those products.

So a massive growth in the move of directed sales, that is reps selling to online sales. We've seen a lot of our customers stand down their rep force. They're starting to come back online now, but those customers have now learned to go online and and and do those sales, which which is great. Because ultimately, it's going to allow those reps to do more value added business when they're talking to customers rather than taking orders. Reps taking orders is just is just madness.

They they should be talking to customers about products, about the value chain, about how they can help their customers more rather than keying in orders. We're also seeing a lot of d to c, what's called direct to consumer. So generally, that's when a B2B customer is going direct to the consumer, and and that's what Rocky who will be talking to lately, that's one of his models. And you do need to be reasonably careful about doing that because you run the risk of upsetting your actual customers, which are your retailers. But you've gotta be also careful that that retail environment, and I think Rocky will speak to this a little bit, is it's not gonna die and you'll die with it as a wholesaler.

So direct to consumer is a very popular way to do things. We've had a couple of customers in the food service business who are obviously supplying some of their products to they they have different channels. So the products they're supplying to hospitals and all of that going great. Products they're supplying to pubs, clubs, and restaurants, not so good. So when you're in the food business, you have a bit of a problem because unless your food's even if your food's frozen and refrigerated, that food's got expiry dates on it.

So it's not a matter of just saying, well, I'll sell that. I'll just stop buying it and I'll sell it later. It's a matter of that food's going to be worthless in a period of time. So some of our customers have done a direct to consumer model on that. There's been a few challenges around that with pack sizes.

For instance, when a restaurant buys muffins, they'll buy 12 of them. Bit hard to sell 12 muffins to a consumer, but they've done reasonably well out of those models as well. We're also seeing quite a bit of B2B2C. So where our customers the example I'll give is we've got a customer that sells into the bicycle industry. So their customers are bicycle stores.

They're selling anything from push bikes to helmets, jerseys, all that sort of stuff. Their stores their customer stores are all shut down. A lot of those customers don't have websites or the ability to do that sort of ecommerce. So what they've done is set up the ability for their customers, the retailer to get onto their website, order a product, and then have that nominated to be delivered directly to their customer. So basically going from the wholesaler straight to the consumer.

And and that's taken off and being well appreciated by their retail customers to support them in their in their tough times. There's been a massive drive to self-service as well. So I don't know if anybody's dealt with Telstra in the last six to eight weeks, but they have done the negative thing that I spoke of before. They've said, right. We're only gonna take phone calls if the world is ending for you.

And in fact, it's virtually impossible to get to that point. And everything else has to be done through the mobile phone app, and you basically put in your inquiry. A little robot tries to answer you. It's got no idea what it's doing, and then you end up having finally convincing it that I wanna talk to a person or be it on the the chat app, and then they take four hours to get back to you. And then you respond, they take another four hours to get back to you.

So they Telstra have done the opposite, and they they're gonna lose customers left, right, and center for they should have facilities online that you can do that self-service to be able to do all that sort of stuff. So for B2B and B2C customers, invoice reprinting returns, statements, order tracking, all of that sort of stuff is really important to have. Ecommerce is not just about selling online. It's about all those self-service features as well. And that drive towards contactless buying.

So, you know, it's interesting that contactless buying thought is whether that's going to continue to happen. I think people's memories will start to fade after the end of COVID, but, you know, in terms of that contactless I sort of equate it, and I've said this a few times about the Brisbane floods. You know, at the moment, we're saying, you know, we'll never do this again. You'll never do that again. But we said when the Brisbane floods happen, nobody's ever gonna buy property on the river again because it could flood again and things like that.

Well, guess what? People buy properties on the river, and they're paying $5,000,000 for it. So I think people's behaviors will slowly change, but there has been a new benchmark set in what we're what we're seeing. This raises some questions about the new normal. And the questions are, you know, what levels will these numbers stay at as stores across the world begin to reopen and we enter that new normal?

So we're seeing retail stores reopen throughout shopping centers, certainly in Queensland. I believe Victoria's just a little bit behind on that. But certainly in Queensland and New South Wales, think they're reopening. And it'll be interesting to see how the change from the online presence to the in store presence changes or whether it's it's that, you know, multichannel omnichannel sort of environment where where they're supporting each other. Those those multiple channels are supporting each other.

And so will existing ecommerce customers increase their online shopping more than they had previously? I think they will. I think people have realized that online shopping, especially some of that older generation who have been forced into it over the last six weeks, six to nine weeks, will realize that it's not as bad as they thought it was. It's very secure. The deliveries happen pretty quickly.

You you're well informed of things, and and they'll stay there. And then about whether new online shoppers buy would prefer the comfort of buying from their own homes and offices and therefore spend less in store and with reps. And so one of the things we see in B2B, and we've been seeing this for a while, is that that drive of the percentage of buyers and we call them buyers in B2B. They're not shoppers. They're buyers.

They're there to buy stuff. They're not browsing. They know what they want. They're there, and we call these people the digital natives. So the digital natives are, you know, people that are now joining the workforce.

They're aged between 20 and, you know, 30, and they've been buying online forever. That's how they know buying. And it's we we sort of sometimes say, you know, imagine you've got a 22 year old that just started with your business, and it's their responsibility to buy the stationery. And you give them a 250 page glossy catalog, and you say to them, hey, Ben. This is how we buy stationery.

Just walk around to everybody in the office. Ask them what they want. Write it down, and then you can fax it off to the office supply company, or you can email it, or give the rep a call. A digital native would look at you as if you were mad if you did something like that. So those people are on board.

It's the people in the later generations that aren't necessarily on board, but we believe this COVID nineteen's brought about a new dynamic that they will be on board and that ecommerce is going to be the new norm. So going forward, I'll just break it up into B2B and B2C. Obviously, a massive shift to digital, both not just for selling online, but servicing online. So those things like invoice reprints, order tracking, and all those sort of things. If if you don't have those sort of things in your website now, they're the things you should be looking at getting because they're the things that are not only going to help your customers serve themselves online, it's going to reduce your cost to serve.

And that's one of the most important things you can do going forward. And of course, then there's the remote selling. If you think about a rep so we got customers that service the hospitality industry, restaurants, clubs, pubs, and they have reps that basically just drive around all day visiting their customers. And typically, it's going into a restaurant, talking to the chef, or talking to the manager, and things like that. I bet if you added up during the day how many minutes or hours that are spent in the car, in traffic, getting to a customer site, waiting for them to be ready, and doing all of that because you can't most chefs probably don't wanna be disturbed between certain times.

So you can't visit every chef at the same time during the day. That's a massive amount of time. And if you think about those reps now, what they could do is they can just use Zoom to do that that interaction with the customer. Sit in the office, have all the facilities of what they need around them, even bring in other people if they've got specialists within certain parts of their business that can talk about you know, so a lot of our customers that are selling to chefs and restaurants, they actually have their own in house chef that can advise on certain types of things and stuff like that. So bringing all that expertise in.

I think remote selling for reps is it's going to revolutionize the way they do things. In B2C, we're gonna see more innovation to support online selling. And I guess, bring out why people would rather go into a store than go and buy online. And one of those customer experience innovations to break the barriers down online, a really interesting one that Danny Phillips told me about in this podcast, was one of the reasons, especially around clothing, fashion, of the reasons people go into store to buy things is they're not quite sure what size fits them or even how the product looks when they've got it. So what our what some fashion retailers are doing online is allowing their customers when they go to buy products, I wanna buy a a Nike shirt and I want a size medium.

It'll encourage me to actually get the large and the size above that and the size below it. And they've even got mechanisms where they can ship that to customers but not charge them for the other ones unless they don't return it. So they can take a token over their credit card, and they give them a free satchel to return the sizes that don't fit, and then they can send them back. Or they could send them all back if they don't like them. So give that customer that experience of, well, I'm just gonna buy that product.

I'll have it delivered to me, and then I'll return it if I don't want it. And it's not as if the merchant doesn't want you to do that. They're encouraging you to do that. Whereas previously, those returns were seen as negatives. So some really interesting things happening that there.

And we say time is of the essence. You know, these these things are accelerating. Everything that I've heard today on the retail online retail global stuff is that everything has accelerated in terms of getting these things to market. If you're not getting these things to market today, I can guarantee your competitor is getting these things to market. Okay.

So what we're gonna do now is bring in Rocky. Okay. So just to give an intro to Rocky. Rocky is the managing director of a company called Sadlerie Trading, and they are Australia's largest supplier of horse riding equipment. They supply everything from saddles to things called bits, which I after dealing with Rocky for ten years, I've still got no idea what a bit is, but I often see it on his website.

And he's he's not only a wholesaler to a whole lot of saddlery retailers out there in Australia and in both cities and obviously out in the country. He's also a retailer. So he's also got a company, a retail store called Greg Grant Sadler y, who's been around how long has that been around, Rocky? Twenty years? Thirty?

Since about 1975.

Yeah. So a long time started by Rocky's father-in-law, Greg Grant. And so he sees things from both the retailer perspective, the B2C perspective, the B2B's perspective. So it's a really interesting chat. So, Rocky, thanks for taking the time to join us.

Look, we chat on a regular basis and about how ecommerce is changing in the nature of business. Before COVID came along, what what have you been seeing in your industry that's been changing quite a bit?

In the in the online B2C space, a lot of growth over the last couple of years. And as you said before, like and we have the same policy like we thought, oh, well, in five years time, it's gonna be this. Well, it's it's it's that that five year level now.

Yep. It's really accelerated, hasn't it?

Yeah. Yeah. But yeah. But we we we were seeing steady growth year on year for the last I think the websites we really started to ramp up was maybe 02/2011, '2 thousand '12.

Yep.

And then we've seen a steady growth since then.

That's good. Yeah. So I know you're one of your strategies is to move as much business online as you can. You've seen you travel to The States often. You've seen some really good examples over there of some great online businesses in your industry.

Yes. Well, a really good really good friend of ours, he's like my second dad. He he's been at me for the last five or so years. Rocky, you gotta get everything online, mate. Forget about wholesale, just go go full on and just do B2C and it it scares me because, you know, if you if you if you lose your B2B customers because that's the biggest part of our business, we lost your business.

And he said, no, don't worry about that mate, just go for it. And but so it's a really hard juggling act, but you've got you've got to make sure you look after your B2B customers. We we always make sure that what we sell online, B2C is the same prices we offer.

Yep. So you're not competing with your customers.

Not competing against them. Yep. And I mean, the beauty about our business is 90% of the brands we own,

and we built

them up over the last forty forty plus years. So it's not as though they can go and buy those brands anywhere else anyway.

Right. Okay.

Yep. Yeah. Yeah.

Great stuff. So But yeah. We've been talk we we watch your numbers with you, and we talk on an often basis. They were doing pretty well before COVID. What happened early March?

'3 I've just got it written down here. 350% increase in in sales in March. Yep. Same in April, and May May was it dropped down a little bit in May, but still a 50% higher than it was the same time. Yeah.

Incredible. Just be, you know

Oh, just to compare to January. Okay. Well, that's significant. Compared to

January, not not last year. Yep. Compared to January. So you compare it to last year, I haven't got those figures. But compared to last year, it's probably 200%.

Yeah. Incredible. So is that is that caused you any, you know, like I was talking about before those supply chain issues, picking, stuff like that? Or because your wholesale is probably down a bit, you you just go from Peter to Paul type thing?

Yeah. Well, it's funny you say that because everyone always tells us, oh, you got you carry too much stock. Your talks your stock turns too too low. You should you should be increasing your stock turn. And now I can laugh and laugh in the faces of those people because we don't have any stock issues

Yep.

Because we carry a lot of stock. Yep. And and we we didn't really have any we the only country we had problems with was India.

Right. Okay.

Because we import a lot of stuff in India as well, and in the whole scheme of things, you know, it's a very very small percentage. Yeah.

And I think you're right about that stocks. Yeah. That stock thing is really important because I know when I've been shopping on the line in the last couple of weeks is price is actually being less important. I'm just trying to find somebody that's got it in stock. Because if somebody that doesn't have it in stock, my inference there is, well, they're probably not gonna get it for weeks.

No. Yeah. And That's right. I was actually speaking to another customer of ours. He's very much of the same mindset as you.

He's got a he supplies parts to John Deere tractors and stuff like that all out and, you know, to people repairers out in the the country. And, of course, you know, they've been through the drought. He he actually did refurbish the hotel in winter. So while the drought was on, he put a whole lot of money into making the website the best in the industry. And he's one of those guys that stocks everything.

And I spoke to him the other day, and he said he said, the website is just going unbelievably. And he said, if if we didn't put all that investment and that time into it, getting it all right when the drought was on, we'd be gone now. And he said there's competitors of ours that have closed down because they don't have what we've got. So it was and he's big on keeping stock as well. He keeps stock of everything he sells online in these warehouses.

So, yeah, that's good. So where do you reckon you'd be if you didn't have a website COVID nineteen?

We'd be okay. But yeah. Not nothing like we are at the moment.

Yeah. That's good. You still got a bit of a smile on your face, mate, there I see. So that's good.

Yeah. That's

right. Still pay the school fees.

Absolutely.

Yeah. Great stuff. So what's what's the future? You know, you I know you've recently appointed a full time digital ecommerce manager of some great experience from a, you know, very large company she came with, and she's kicking some great goals. Just continuing on that growth growth period.

Fantastic.

Yeah. Yeah. No. It's been great. I just had a meeting with them with them this morning and those guys have been working from home.

So I got them all in and they're they're back they're back in the office next week, but just to catch up and see where they're at and and in that in that meeting, there was eight eight people now who look after B2C.

Yeah. It's incredible.

So it's growing.

Yeah. How how

it's growing. I mean, you know, a couple of years ago. It was just part

time for

only two.

Yeah. Yeah.

Yeah. Yeah. Part time. Yeah. Yeah.

That's right.

Was just And I and I know you know very well, like, with me, I'm I'm ringing you and annoying you all the time about Andrew. What can we do to to make things better? And you you've always gotta as you said before about that guy selling spare parts for John Deere's and whatever, you've you've got to keep up with it and fix fix the fix the hotel up in winter.

Yeah. That's right. Yeah. Thanks, Rocky. I really appreciate you taking the time to have a chat with us and give us a customer experience.

I I guess this is one last quote from Winith Melva. COVID nineteen has created a sense of urgency in a fully embracing digital transformation. Not just talking about it, but acting on it. So it's really interesting to see how that has changed the times in the last nine weeks. I think we're in a really exciting time around ecommerce.

There's going to be a lot of innovation that's happening over the next twelve to eighteen months. So, yeah, I really look forward to it. Well, I hope you enjoyed that podcast. Certainly gave some insight into where ecommerce is at at the moment and how different customers are seeing some massive increase, how they're coping with it, and, yeah, where we see things going from here. So, yes, I'll see you next time on, The Ecommerce Experience.

Thanks for listening. Again, my name's Andrew Rogencamp. You can find me on LinkedIn at, andrew Rogencamp. Just search for Andrew Rogencamp, r o g e n c a m p. Again, I'm the only one Andrew Rogencamp in the world.

So thanks for listening, and I'll speak to you next time.

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