Shop Talk

Name: Kate Malt, CEO Shop: Love Kate’s Address: www.lovekates.co.uk

Please describe your online offering. Love Kate’s is an online card shop specialising in handpicked cards for moments worth celebrating; our customer-friendly website is bursting with cards and gift ideas, with plenty of exclusive designs. We also offer a card handwriting service and gift wrapping. How did you get into the greeting card industry? Way back in 2008 after buying cards in a card shop, I saw a gap in the market and decided an online card shop would be a great business idea. I’ve always had a passion for words and poetry; greeting cards sparked an interest and I’ve not looked back since! Love Kate’s now operates from two warehouses in Cornwall and we employ a team of eight people full time. What are the best and worst things about working in retail? As a customer-focused business, there’s nothing better than reading the lovely reviews from our shoppers. We love to hear their feedback on the cards, why they’re sending them and how they have made someone’s day. It’s so rewarding for us all as a small team. The worst part has been growing a retail business online in an industry that is so very focused on bricks-and-mortar shops. Thankfully things are changing, but historically as an online business, there has been a lack of understanding surrounding our business model. What cards sold well over Christmas? We offered a very wide range, including Advent Calendar cards, which were a little bit different and seemed popular. What card range or category do you always ensure you keep in stock because of its popularity? Rosie Made A Thing cards are always a winner with our customers; they can’t get enough of them. Have you ever considered opening a bricks-and-mortar shop? Yes, I have, but it is completely different to what we do so would be a fun learning curve. I do love a challenge though, so watch this space! What’s the most surprising thing a customer has said or done or asked for!? Our customers often ask us for help and card recommendations. We used to be surprised when they’d ask for special cards for dogs, but not any more. We “Rosie Made have quite a range of cards for dogs, whether they are the recipient or A Thing cards the sender. are always a If you could send anyone a card winner with our Boufle from the past or present, who customers, they would it be and why? I moved house last year, and looking back over the cards my Mum had kept from my can’t get enough of them” first birthday, it was incredible to see how much cards had changed over the years. I’d love to send a card to my late grandparents to showcase the changes and to tell them about Love Kate’s. How do trade magazines like Greetings Today help you? I like to discover new card ranges and read about hot topics within the industry; it keeps me in the loop. Anything else you’d like to add? Buying cards online is a different experience from card shopping in store. Our focus is on creating a customer journey on our website that helps our lovely Rosie customers find exactly what they are looking for. Using the technology available Made A Thing to us we create exciting ways to help ensure their experience is personal to them. We also have lots of developments planned for the website in 2023. Woodmansterne