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In today’s episode, my guest is Mike McCarron the VP, Sales and Strategic Alliances of Gladly. They are a service platform that treats customers like people, not tickets, which allows agents to communicate seamlessly across all channels. It's referred to as "radically personal" customer experience.Gladly centers customer service around the person, not a case, which gives agents full visibility of customers in a single view.The world’s most innovative DTC Shopify brands like Andy Swimwear, Chubbies Shorts, Allbirds, and Rothy’s use the Gladly platform to develop lifelong customer relationships, not one-off experiences. WHAT YOU WILL LEARN TODAYThe benefits to having more personalized and human interactions with your customers.The customer disconnect with an endless mess of duplicate support tickets.Why customer expectations have changed on how they engage with brands.How to scale delightful customer experiences through AI and human interaction.LINKS AND RESOURCES MENTIONEDGladly.comGladly Shopify AppIdeas and advice for modern customer serviceMake the switch to Gladly and get 3 months free - Thanks Mike!CONNECT WITH GLADLYEmail: hi@gladly.comFacebook: www.facebook.com/GladlyIncTwitter: twitter.com/gladlyYouTube: www.youtube.com/channel/UCUvdksboXf9wkfr1TcROnxALinkedIn: www.linkedin.com/company/gladly-inc EPISODE SPONSORToday's episode is brought to you by the Rewind App. This should be the first thing you install on your Shopify store to protect against human error, misbehaving apps, or collaborators gone bad. It's the trusted backup solution for over 100,000 businesses. Hosted on Acast. See acast.com/privacy for more information.
In today’s episode, my guest is Mike McCarron the VP, Sales and Strategic Alliances of Gladly. They are a service platform that treats customers like people, not tickets, which allows agents to communicate seamlessly across all channels. It's referred to as "radically personal" customer experience.
Gladly centers customer service around the person, not a case, which gives agents full visibility of customers in a single view.
The world’s most innovative DTC Shopify brands like Andy Swimwear, Chubbies Shorts, Allbirds, and Rothy’s use the Gladly platform to develop lifelong customer relationships, not one-off experiences.
WHAT YOU WILL LEARN TODAY
The benefits to having more personalized and human interactions with your customers.
The customer disconnect with an endless mess of duplicate support tickets.
Why customer expectations have changed on how they engage with brands.
How to scale delightful customer experiences through AI and human interaction.
LINKS AND RESOURCES MENTIONED
Ideas and advice for modern customer service
Make the switch to Gladly and get 3 months free - Thanks Mike!
CONNECT WITH GLADLY
Email: hi@gladly.com
Facebook: www.facebook.com/GladlyInc
Twitter: twitter.com/gladly
YouTube: www.youtube.com/channel/UCUvdksboXf9wkfr1TcROnxA
LinkedIn: www.linkedin.com/company/gladly-inc
EPISODE SPONSOR
Today's episode is brought to you by the Rewind App. This should be the first thing you install on your Shopify store to protect against human error, misbehaving apps, or collaborators gone bad. It's the trusted backup solution for over 100,000 businesses.
Hosted on Acast. See acast.com/privacy for more information.
Running a Shopify store? You already know success isn't about finding the right app—it's about knowing which strategies actually work at your specific stage of growth.
I'm Steve Hutt, and I've lived every level of the ecommerce journey. From eBay Power Seller shipping products from my garage, to co-founding and scaling VisionPros.com (an optical DTC startup) through to a successful exit, then spending 6+ years as a Shopify Merchant Success Manager helping 100+ brands from startup to enterprise scale, including working with teams at Tentree, Dr. Squatch, Bulletproof Coffee, Salt & Straw Ice Cream, MUD/WTR, Bokksu, and many more.
Here's what makes this podcast different: I've been on both sides of the table.
6+ years working inside Shopify gave me access to what's coming before most merchants know it exists. Building, scaling, and successfully exiting my own ecommerce businesses taught me what actually works when your money and reputation are on the line. That combination of insider access plus real operator experience gives you a perspective you won't find anywhere else.
Since 2018, eCommerce Fastlane has delivered over 430 episodes and more than 2 million downloads to ambitious Shopify founders and marketers. Every week, I chat with operators, developers, and experts who share what's actually moving the needle right now—not theory, but patterns I've seen work consistently across dozens of brands at multiple stages.
Whether you're launching your first store or scaling past seven figures, every episode gives you stage-aware strategies you can implement this week. We cover Shopify apps and best practices, digital marketing and retention tactics, AI and automation tools, as well as operations and logistics that reduce overwhelm while building lasting customer loyalty.
You'll learn how to leverage emerging tech without losing what makes your brand unique. You'll also hear real founder stories, including lessons from my own journey building and exiting a DTC brand, plus insights from 430+ industry leaders who've been exactly where you are.
This isn't content for content's sake. It's the insight you'd get sitting at a mastermind table with someone who's succeeded at every level, helped hundreds of others do the same, and has the pattern recognition to show you what actually works at your current stage.
Ready to grow smarter, not just faster? Join thousands of founders and marketers in the eCommerce Fastlane community through our podcast, newsletter, blog, and forthcoming book "Thriving with Shopify."
Steve Hutt
DTC Founder | Podcast Host
Find Us Online
Website: eCommerceFastlane.com
Newsletter: FastlaneInsider.com
LinkedIn: linkedin.com/in/shutt
X: x.com/stevenhutt
Instagram: instagram.com/ecommercefastlane
Email: steve@ecommercefastlane.com