Lauren King

One of the least sexy parts of the ecommerce stack that needs a facelift is policies. Well written policies enable better experience, remove indecision and create certainty of action. A review of said policies encourages so many discussion and friction points. It opens conversations on: Distribution policy (including offline) Customer Experience Service Provider SLAs and review Brand Proposition - how you want the customer to experience your brand Agentic is going to surface elements like this as part of their discovery process. It is now elemental, sensible and forward thinking to get out a pen and paper and do this across all your teams. Fun fact: Policies force action. In 2023, the Internet Retailing report on the top 1000 brands in Europe uncovered just how committed brands were to “sustainability” - only 11"% of brands had a published ESG or CSR policy on their sites. It is your brand - think about this.

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High-converting ecommerce sites aren't just "pretty." They de-risk the purchase decision. Clear policies, social proof, education, and trust signals make first-time buyers feel safe. Without them, even the best ads won't convert. Conversion isn’t design - it’s psychology. https://lnkd.in/gD8YtC7f

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One hard truth about eCommerce agency relationships... Most don’t fail because of bad intentions. They fail because success has historically been measured differently. Merchants expect growth. Agencies focus on deliverables. Merchants think about revenue. Agencies report tickets closed. That gap is where frustration starts to build. Over the next few weeks, I’ll be breaking down what actually makes agency–merchant partnerships work beyond the pitch deck and beyond launch day. Because if you're investing in your digital commerce presence, the relationship driving it matters just as much as the technology itself.

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This really resonates. In my experience, the platform is rarely the core issue. The bigger challenge is defining what good product data looks like, assigning ownership, and putting governance in place so teams can scale with confidence.

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