The 1-on-1 customer relationship blog

Latest posts

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How Mojo Recovers 217% More Abandoned Checkouts with Phone Calls

Of Mojo’s 865 abandoned checkouts, 104 were recovered through their previously set-up email sequence. However, since installing the Scout app, their recoveries shot up by an additional 329 sales.

Post on 
September 13, 2019
By 
HMS Team
 min read
9
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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.

Post on 
September 12, 2019
By 
HMS Team
 min read
3
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
3
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Tackling Abandoned Checkouts Before they Happen

Running an online store is like sports. Sometimes you have the ball on offence. But sometimes you have to protect your goal with defence.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
3
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
3
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
3
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
3
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
5
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
1
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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.”

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
2
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
4
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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!

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
5
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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.

Post on 
July 31, 2019
By 
Ahmad Iqbal
 min read
3
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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?

Post on 
July 31, 2019
By 
HMS Team
 min read
3
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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.

Post on 
July 31, 2019
By 
Ahmad Iqbal
 min read
15
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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.

Post on 
July 31, 2019
By 
HMS Team
 min read
15
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How Big Brain uses WhatsApp to Recover 70% of Abandoned Checkouts

Big Brain is a modern and eco-friendly furniture store based in Johor, Malaysia. They started out as a brick and mortar but in May of 2017 started an online store to better reach more modern customers. Since going online, Big Brain furniture sales in 2017 were up 60% compared to sales in 2016.

Post on 
July 31, 2019
By 
HMS Team
 min read
10
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Asking for Phone Numbers: Optional, Required, or Hidden?

Should you ask for phone numbers in your checkout forms? What about making it optional? In this post we will look at the pros and cons of each option. Spoiler: it's always better to ask for numbers.

Post on 
July 31, 2019
By 
Ahmad Iqbal
 min read
5
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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.

Post on 
July 31, 2019
By 
HMS Team
 min read
10
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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.

Post on 
July 31, 2019
By 
HMS Team
 min read
3
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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.

Post on 
August 26, 2019
By 
Ahmad Iqbal
 min read
9
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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.

Post on 
August 26, 2019
By 
Ahmad Iqbal
 min read
15
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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.

Post on 
September 13, 2019
By 
Ahmad Iqbal
 min read
15
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Applying the OODA Loop to Ecommerce

The OODA Loop was developed by John Boyd in the 1960s as a decision making framework for pilots in air to air combat. In this post, we'll apply the OODA loop to an online shopper's buying journey.

Post on 
July 18, 2019
By 
Ahmad Iqbal
 min read
7