More Than a 3PL: Building Brand Loyalty Through Shipping

What if your biggest business breakthrough was hidden inside your warehouse?

In this episode, we sit down with Matt Frew, the founder of ShipZoom, to talk about the real logistics behind success in modern e-commerce. From hand-matching PayPal orders in the 90s to fulfilling TikTok Shop orders today, Matt’s journey is a masterclass in adaptability, storytelling, and customer experience.

But this isn’t just about boxes and barcodes. It’s about redefining what it means to be a partner shipper — and how building stronger customer relationships (even with scratcher inserts and live warehouse footage) can drive repeat sales, brand loyalty, and long-term growth.

Key Takeaways:

• Why Matt ditched the term "3PL" and built ShipZoom around partnership, not packages
• The "aha" moment that turned a fax-based business into a digital fulfillment powerhouse
• How ShipZoom is helping e-commerce brands thrive amid tariff turmoil
• The power of origin stories and behind-the-scenes content in e-commerce
• Why split-testing your product inserts might be your highest ROI strategy yet
• The next frontier: on-demand customization and gratitude packaging