Our guest this time round is the 'notorious' Rick Watson. If e-commerce platforms were restaurants, Rick would be the food critic who would make them tremble most. Rick, Ger and Gordon talk about the big things that get in the way of online retail success. Overindulgence in bespoke technology solutions. Not even knowing what customer problem the business solves in the first place. Rick has seen it all. And the boys spend time discussing why Temu will open its jacket wide and invite you to go on a treasure hunt, while Amazon most definitely will not. In short, this episode is about earning customer trust, creating a customer experience and managing customer data. But the most important question of all goes unanswered. Where is sound engineer Elaine?