Week Notes #12

What happened this week…

  • Started receiving lots of positive reviews on Trustpilot.
  • Customer Journey mapping using See, Think, Do, Care, which will evolve into our Ecommerce Marketing Plan.
  • Updated the roadmap for Magento to include all the development work we want to do over the next six months.
  • Attended the RMSP Programme Board meeting.
  • Designed emails to go to 300k supporters and all our suppliers.
  • Met with our Business Improvement Project lead to talk about our Customer Services project and how we can bring it together with other Customer Services improvements.
  • Met with iWeb, our Magento development agency to discuss the development roadmap.

Read this week…

Doing next week…

  • Sending more review request emails.
  • More RMSP process mapping.
  • Shop facing Customer Services training.
  • Preparing the send list of 300k supporters for our Christmas cards email.
  • Customer Services presentation for the Ecommerce Working Group.

Interesting stat of the week…

  • We sent 574 emails requesting a review of the Online Shop and had a response rate of 6.62%, better than the industry average of 5.7%. 38 customers wrote reviews and all of them gave us five stars.

In the not too distant future….

  • Better finance reporting to provide the business with a clearer idea of the profitability of Ecommerce.