Cross-Border eCommerce Playbook: Tom Griffin on Logistics and Customer Experience at Shoptalk 2024

ABOUT THE GUEST

Tom Griffin is the President of Passport, a leading provider of international shipping and eCommerce solutions. With a career spanning over 20 years, Tom has held pivotal roles in some of the most innovative companies in the eCommerce and logistics industries. He began his journey at Yantra, a pioneer in distributed order management systems, before joining Demandware, where he played a crucial role in the company’s rise as a leading SaaS eCommerce platform, culminating in its acquisition by Salesforce. At Passport, Tom leverages his extensive experience to help brands navigate the challenges of cross-border commerce, enabling them to expand their global footprint efficiently.

HIGHLIGHTS

[00:00:31] – Importance of meeting delivery expectations to drive customer retention and lifetime value.

[00:06:02] – The shift from outsourcing eCommerce operations to managing them in-house.

[00:09:25] – Expanding into new countries to double your addressable market while managing customer acquisition costs.

[00:13:00] – Challenges and benefits of stocking inventory locally versus shipping internationally.

[00:17:14] – Transparency in shipping costs and delivery times as key to preventing cart abandonment.

 

QUOTES

[00:18:21] “The key to success in cross-border eCommerce is not just about logistics but creating a seamless, localized experience for the customer from the moment they land on your site.” – Tom Griffin

[00:24:50] “For brands, international expansion can be simpler and more cost-effective than they might think, thanks to advancements in technology and strategic partnerships.” – Tom Griffin

[00:16:54] “The biggest driver of cart abandonment is surprise—whether it's unexpected taxes, duties, or unclear shipping costs. Eliminating these surprises is essential.” – Tom Griffin

Find More About the Guest:

LinkedIn: Tom Griffin on LinkedIn

Company Website: Passport Shipping

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