How to be more like Zappos with Customer Service
In our earlier post we explored how Zappos achieves a 75% customer retention rate by investing in customer experience. In this video, we’ll explore how you can adopt the Zappos model for your small business.
Investing in Customer Experience
Have you ever wondered why advertising is considered an investment, but customer service is a cost? Let's switch this thinking.
I-Ching: Selling to Four Types of Site Visitors
The “i ching” is one of the oldest books in history and has been considered a source of wisdom for over 3,000 years. It uses eight trigrams to understand the stages of life. In this post we’ll interpret the trigrams to understand your 4 types website visitors.
Origin of the Word "Shop"
Etymology is the study of the origin of words and their meanings. What’s great about etymology is that it helps uncover significance from words, beyond just the present day definition.
Asking for Phone Numbers: Optional, Required, or Hidden?
We want to make our customer's buying journey as seamless as possible. Shopify has done a great job optimizing store checkouts using data from hundreds of millions of checkouts, but they've left us to decide on the phone field.
Ecommerce Abandoned Checkout Recovery: Phone Call Script
Calling abandoned cart customers isn’t cold calling. It’s “hot calling”. Most of us hate unsolicited phone calls because we're not interested. But Cart Abandon phone calls are to hot, interested and ready to buy customers.
Five Benefits of Saying "Thank You" to Customers
Calling your customers to say thank you will evolve your business. For one, you’ll make more money through upsells, but more importantly, you’ll build better relationships with your customers. Let’s dive into five specific benefits of calling, instead of only sending an email.
How to Thank Your Customers: Call Script for Ecommerce Merchants
I started calling abandoned cart customers in my effort to convert shoppers around 6 months ago. The results were extremely positive seeing a 55% abandoned cart recovery rate. Given the success I recently decided to also call those shoppers purchased and just say “Thank You.”
Calling Abandoned Carts: Why, When and How you should phone your customers
After running my store for over a year and reading hundreds of blogs and articles around increasing sales and optimizing conversions, none helped me as much as this one simple tactic. Calling my customers.
From 10% to 55%: How I increased my abandoned cart recovery rate
As the title of the post suggests I’m going to be talking about one improvement I’ve implemented which I feel has made probably the best impact on revenue. Not only in recovering of abandoned carts but also increasing the average cart value that each successful customer checks out with. Calling abandoned customers!
Five Benefits to Calling Customers to say “Thank You”
After I started calling customers to just simply say “thank you” I saw a huge change in my outlook and my overall optimism about my business. For one, I was making more money through upsells, but I was also building better relationships.
How Zappos Built a Billion Dollar Business through Better Customer Service
Amazon quickly acquired the online show store, Zappos.com, as soon as they started showing strength in their customer retention numbers. How did a company that sells the sale shoes for sale everywhere else, build itself into a billion dollar company?
Upgrading your Cart Recovery Strategy: Supplementing with Calls & SMS
You'e probably already heard the news. Email is dying, the inbox is saturated. Open rates are dropping year after year. So what can you do to recover your abandoned checkouts if your auto-emails are beingopened less and less? Start diversifying to other 1-on-1 channels.
50 Ecommerce Growth Hacks You Can Do Each Day
Even if you just did one of these items each week, you will have a full year's worth of marketing and sales hacks. Some will work better than others. It's your job to find what works for you, and double down on that.
How Motorsport Store Earns an Extra $280,000/yr by Calling Customers
Venom Motorsports, a private labeled motorsport bike store based in Ottawa, Canada, has been using Scout for over a year, and was in fact one of the first 5 Shopify stores to install the Scout app. It was started in 2012 by Moe out of his mom's garage and has grown into a $1M+ per year brand.
Thanking your Customers: A Phone Call Script
You don't always need to call a customer when you want something from them. Sometimes you should just call customers to say thank you, no strings attached. You'll almost be able to hear the brand loyalty developing on the phone.
The RFM Model for Proven Segmentation
The RFM Model was developed in the 90s by Jan Roelf Bult and Tom Wansbeek for catalog sales. Catalogs were the pre-cursor to online sales, and when we dive into RFM you will see its relevance.
Experiment-Driven Marketing & Growth
You can call it Agile Marketing, Growth Marketing, Growth Hacking, or just Marketing. It doesn't matter what it's labeled, what matters is its focus on experimentation.
Delivering "Early Success" to Online Shoppers
All businesses should strive to provide a taste of "success" as soon after the purchase as possible, especially considering that the customer's product may not be delivered for another few days.