In 2009, Adventure Northumberland was selling bikes and parts in a local shop in a small village in the north of England. Fast forward to 2016, it now has plans to expand across the UK, Ireland and into mainland Europe. How has it grown so fast? By successfully scaling its online business, explains founder and …
Bots, bots bots. They’re coming in their droves, and the customer support industry is going to take the biggest hit. That’s if the headlines are to be believed. Customer service ‘chatbots’ are being prophesied (and demonized) as the human killer in online customer support. And a lot of people are working on making it happen. …
IT giant Oracle has 420,000 customers including all 100 of the Fortune 100 companies, so getting customer support right is non-negotiable. Its customers don’t mess about. What it thinks about customer support will surprise you. Software group Sage has 6.1 million customers of different sizes and different needs and DHL Express is the world’s leading …
We had the pleasure of attending the Retail Business Technology Expo 2016, one of Europe’s largest retail events. The RBTE had all retail angles covered – with payments, lighting, store design, security, online and brick-and-mortar all represented. The London Olympia was packed with a variety of engaged companies, from innovative startups and bespoke solutions providers …
Steve Jobs used to say that “a lot of the time people don’t know what they want until you show it to them”. The same is true for problems: people don’t know they have one until you show it to them. Let me talk to you about the big problem in eCommerce – Customer Support.
Think about the sheer number of products that are available on Amazon. It’s absolutely critical to optimize your Amazon product listings to get your products found. Amazon uses a secret algorithm to prioritize their product suggestions. It’s based on seller conversion metrics, like price, performance, customer satisfaction & sales history. One unavoidable truth is that …
Running a successful business on Amazon isn’t easy. Ask anyone who’s tried. The magic formula for finding a suitable product with willing buyers and a healthy margin eludes many sellers. Most people spend a lot of time and money trying to get it right. Even then, success still isn’t guaranteed. Take the example of a …
Like many online shoppers in 2015, I did most of my holiday shopping on Amazon. But out of the 20 holiday purchases I made, only one seller sent a follow-up email. Just one! I couldn’t help but think that sellers were missing out on a big opportunity to connect with customers in a positive way …