Apr 22, 2026
If your agency is still measuring success by clicks alone, you may be missing where the real opportunity begins.
On this episode of The Innovative Agency Podcast, Sharon Toerek chats with Shamir Duverseau, Managing Director of Smart Panda Labs, to explore what happens after the click… when a prospect lands, evaluates, and decides whether to trust you or to leave. It’s a stage many agencies overlook, yet it’s where revenue is either won or quietly lost.
Shamir challenges the traditional, linear view of the customer journey and makes a compelling case for why the “post-click experience” deserves far more attention. He digs into the disconnect between what brands promise and what they actually deliver, and how that gap erodes trust faster than most agencies realize.
What you will learn in this episode:
Why the post-click experience is so pivotal
How to spot and fix the most common missed opportunities after the click
The differences and similarities between B2B and B2C post-click journeys
The psychology of trust-building in the consideration phase, and tactical ways to earn it
The role of personalization and dynamic feedback in shortening the buying cycle
Practical steps for integrating customer feedback continuously
Bio
Shamir Duverseau is co-founder and managing director of Smart Panda Labs, where he's responsible for business management, strategic development, and client strategy. He has worked across a number of industries, from travel to entertainment to technology, working with brands like Southwest Airlines, The Walt Disney Company, and NBC Universal.
During his 25 years in marketing Shamir has held leadership roles, overseeing everything from product management to digital strategy, including user experience design, web development, testing and web analytics. Prior to Smart Panda Labs, Shamir was the Senior Director of Digital Strategy and Services for Marriott International’s Vacation Club Division.
Resources:
Website: smartpandalabs.com
LinkedIn Personal: https://www.linkedin.com/in/shamirduverseau/
LinkedIn Business: https://www.linkedin.com/company/smart-panda-labs/