Week Notes #11

What happened this week…

  • Ecommerce Process Mapping for RMSP.
  • Trustpilot Training, wrote Q&A, and got ready for going live.
  • Customer Journey Mapping using the See Think Do Care framework.
  • Project planning for Customer Services Improvements.
  • Extended to advertising of Heartfelt (which generated 7 orders) and met with the PR team.
  • More Christmas cards marketing to get on people’s screensavers and in the monthly suppliers email.
  • Had three late night conversations with customers, two ordered, the third reported me to a fundraising regulator (can’t win them all).

Read this week…

Doing next week…

  • Starting our Trustpilot Pilot to collect customer reviews.
  • Even more RMSP process mapping.
  • Working on our strategy presentation and improvements in our customer service.
  • Improving the ecommerce product catalogue.
  • Improving ecommerce finance reporting.
  • Ecommerce Monthly Management Meeting.

Interesting stat of the week…

  • So far this year we’ve sold 27,939 pin badges. That’s a lot of people showing a little bit of support.

In the not too distant future….

  • Marketing plans based on customer journeys using the See Think Do Care framework.