Valentin Radu is the Founder and CEO of Omniconvert, a growth enabler for mid-size DTC ecommerce and retail companies looking to increase customer lifetime value and decrease customer acquisition costs.
He is a prolific speaker and a CVO (Customer Value Optimization) evangelist across various stages.
A father, husband, and pet parent, Valentin is also the Founder and Instructor at CVO Academy, where he coaches and teaches ecommerce businesses how to scale their brands profitably and sustainably.
Here’s a glimpse of what you’ll learn:
- [3:30] How and why Valentin Radu founded Omniconvert
- [6:03] Ecommerce Reveal: what it is and why it works
- [9:00] Use cases of Reveal
- [12:11] Getting feedback from customers
- [15:50] Understanding your customer NPS score and how to improve it
- [24:43] What ecommerce brands are getting wrong with client retention
- [27:41} Lesson from top customer-centric brands
- [33:41] How to do customer value optimization
In this episode…
In a world where cookies are dying, Apple is taking control, privacy comes first, and customer data is back in customers’ hands, first-party data and zero-party data are winning. Do you know how to collect and leverage zero and first-party data? And if you do, do you know how to optimize customer value based on that data?
Customer Value Optimization is a surefire way to leverage zero and first-party data to create an excellent experience for your customers and keep them happy and buying. But the problem is many ecommerce brands are too product-centric and are not listening to their customers, so they lose customers quickly. Are you in that situation and want to turn things around?
In this episode of the eCommerce Profits Podcast, Joshua Chin talks with the Founder and CEO of Omniconvert, Valentin Radu. They discuss Valentin’s journey to becoming a customer value optimization evangelist, how he is helping ecommerce brands gather zero and first-party data, and how to leverage that data to improve the lifetime value of their customers.
Resources Mentioned in this episode
- Joshua Chin on LinkedIn
- Chronos Agency
- Omniconvert
- Reveal
- Valentin Radu on LinkedIn
- The Experience Economy by Joseph B. Pine and James H. Gilmore
- Shoe Dog: A Memoir by the Creator of Nike by Phil Knight
Sponsor for this episode
This episode is brought to you by the eCommerce Growth Hackers Facebook Group.
If you own or operate a direct-to-consumer ecommerce business, you’re probably drowning in the sea of conflicting advice from people who have never been in your shoes.
So skip the noise and join the eCommerce Growth Hackers private Facebook group, learn from a curated group of ecommerce founders and operators and tap into the genius of featured specialists on ecommerce growth and marketing.
And the best part, it’s free — at least for now. So check out the group on Facebook.
Episode Transcript
Intro 0:04
Welcome to the eCommerce Profits Podcast where we feature top founders and experts in the ecommerce Industry and take an in depth look at the struggles and successes in growing ecommerce brands profitably.
Joshua Chin 0:21
Alright guys, Josh Chin here, I’m the host of the eCommerce Profits Podcast, where we feature top experts and founders in the ecommerce Industry. And we go behind the scenes of the struggles and successes of growing a brand. Now this episode is brought to you by Chronos Agency and the eCommerce Growth Hackers Group. Now if you’re on a direct consumer ecommerce brand that is ready to scale, they’re looking for help. And you’re confused about all the different pieces of information that’s available out here in the market often conflicting, and given by people who may not even know what you do and may not even been in your shoes. Skip the noise join the eCommerce Growth Hackers Group. It is a private Facebook group curated audience of ecommerce operators and owners from different walks of life, different stages of business, as well as a curated list of specialists and experts in their respective fields that will help you scale your ecommerce brand profitably through growth and marketing. So head over to Facebook, go search for ecommerce Growth Hackers or you can go to facebook.comforward slash groups forward slash ecommerce growth hackers with a Z at the end and I’ll see you guys on the inside. And also did I mention it three, at least for now. So don’t waste time. Get over to facebook and join a group. Today’s guest is Valentin Radu. Now Valentin has been a long time entrepreneur. He is a data driven marketer, my favorite kind of marketer. He’s zero expert, a CVO evangelist, we’ll talk about them in a little bit. He is a prolific speaker across many different stages. He’s a father husband, as well as a pet parent. He is the Founder and CEO of Omniconvert a SaaS company that provides broad solutions to midsize ecommerce brands looking to become customer centric and scale profitably. He’s also the Founder and Instructor at CVO Academy, where he coaches and teaches ecommerce brands on how to scale their brands profitably and sustainably throughout your journey. So, super excited to have you on Welcome to show Valentin.
Valentin Radu 2:48
Thanks a lot, Josh, for having me. And thanks, everyone, for for listening, I promise that I’m going to give away a lot of insights from my journey as in former ecommerce entrepreneur, and also SAS b2b marketer.
Joshua Chin 3:05
I’m super excited, no, Valentin, why don’t you give us a quick rundown on what Omniconvert is all about. I know you have a really exciting product coming up, that really relates to what we do at Chronos as well. And I kind of want to pick your mind around the product review, but give us a kind of broad overview of what Omniconvert all about and how you came to down the company in the first place. Yeah,
Valentin Radu 3:30
so Omniconvert is a solution that helps helps ecommerce leaders and professionals to to cut through the noise of ecommerce growth. I’m I’m a former entrepreneur myself and I struggled to make the C CLV to CAC ratio, so how much I’m investing to acquire a customer and how much I’m getting from from that customer. So we’ve built a technology that does exactly this, it helps ecommerce data driven experts to do exactly that. And we are addressing three types of people want the ecommerce entrepreneurs which are struggling to make growth. The second one that they are actually investing here in there, but they are at the beginning of their activities and they are getting bribed by Facebook into into spending and putting money into ads without looking at the whole customer lifestyle without looking behavior patterns without looking at their best customers the ideal customer persona and so on. So this is for whom the Omniconvert reveal is is perfect. The second type of audience for Omniconvert is for marketers which are looking to do advanced stuff so they they’ve played this game and they want to have this trade off testing out new ideas and doing things something on top of what it already it’s already working. And the third type of audience for Omniconvert are the ecommerce professionals, which still think of themselves like a fault. So they don’t have yet all the BC the pieces of the ecommerce puzzle, and the one on the set in that their own company, their own ecommerce and they, their people are relying on them to provide the numbers and they feel like they haven’t done their homework. That was how their ecommerce really grows. And for them, we’ve been this, this technology.
Joshua Chin 5:45
I love that. Now, let’s dive a little bit into ecommerce reveal now. For people who don’t for listening who don’t know what that is ecommerce review, what is that exactly? Who is it for, and what’s the outcome that we can expect from using review.
Valentin Radu 6:03
So Reveal is a customer value optimization platform in the sense of helping ecommerce companies to know their customers. There are two types of companies on this planet, the product centric ones and the customer centric ones. Of course, the product centric ones are promoting benefits and features and prices while the customer centric companies are promoting needs and struggles and frustrations and problems and solving those for their for their audience. We are seeing a shift towards companies become more customer centric, sees the retailers have got online and they have now a lot of data around how customers are actually buying their products. So maybe reveal is showing what sort of about with their customers. So we are using a thing called the RFM segmentation, which stands for Recency, Frequency, and Monetary value. And we give clarity, the words, which are the best customers, which are the worst ones, what kind of products are being bought by the best customers, how they are behaving throughout the time was the purchase cycle every day between the transactions. So where we are revealing the quantitative and the qualitative data, because we plug in also the NPS, so many think of it as a dashboard to understand the health of your ecommerce, if you’re a customer centric company. After we collect this data, we push it to all sorts of channels like building, doing better ads by building lookalike audiences based based on your best customers, right, the ones that are happy, that are buying a lot of times and they have a high customer lifetime. Or we push these through the channels to do different onboarding, or we push it to the website to do different types of experimentation on the website based on the type of customer which is visiting the website right now. So maybe that’s how it, how it works with we reveal we are a tool that ingest data from a lot of sources, processes, the data segments that cast segmenting the customers. And then we push this data to engage customers differently based on the relationship that the company has with the customers.
Joshua Chin 8:30
I like in a world where cookies are dying, where Apple is taking taking control where privacy comes first, their customer data is back in the hands of consumer, I think first party data and zero party data is gonna win. So I am really excited about the product. What what are some interesting use cases and strategies built on reveal that you’ve seen done really well?
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