Week Notes #13

What happened this week…

  • Sent more TrustPilot review requests, had out first 2 Star review (because the Christmas card had glitter on it), but 96% are 5 stars.
  • Worked on the ‘Improving Customer Services’ presentation for the Ecommerce Working Group.
  • Confirmed ‘to be’ ecommerce process maps for RMSP, and checked that they are aligned with the work we’re doing over the next few months.
  • Lots of number crunching to understand the profitability of the ecommerce business and support P & L reporting.
  • Participated in Retail Customer Services Training to find out how customer services is approached in shops so the Online Shop customer services can be aligned.
  • Prepared 95,000 emails addresses to send Christmas Cards email marketing too, and finished the Suppliers Christmas Cards email which includes some innovate forwarding-on email magic.

Read this week…

Doing next week…

  • MyMarathon sales report, and campaign-related sales analysis.
  • Ecommerce Working Group presentation.
  • Marketing planning and customer journey mapping.
  • Social marketing plans for Christmas cards.
  • Some more improvements on our automated reporting spreadsheets.

Interesting stat of the week…

  • So far this year, 1429 people have placed a order for Christmas cards. 17 of them had previously purchased from the Online Shop which means that 98.8% of Christmas Card customers are new to the Online Shop.

In the not too distant future….

  • More books from Gardners, and more products on Amazon.

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.

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.

Week Notes #10

What happened this week…

  • Had a really good meeting with Freshdesk to talk about how we can centralise our customer contact.
  • Had a good meeting with our logistics company and talked about better data, measurement and reporting.
  • Went to Trustpilot Customer Services Training.
  • Brainstormed more digital marketing for Heartfelt.
  • Presented my roadmap for Magento Developments over the next few months.
  • Prepared for some more Christmas Card marketing (Email, getting on screensavers, and telling our corporate partners about our Christmas cards).

Read this week…

Doing next week…

  • Sharing our strategy work with the Retail Director.
  • Improving our reporting workflow.
  • Planning London to Brighton merchandise and marketing for next year.
  • More Ecommerce Process Mapping.
  • More Trustpilot setup and training.
  • Starting to plan an approach for a Customer Services Improvement project.

Interesting stat of the week…

  • Compared to the same week last year, visits on mobile devices have increased 226%, transactions have increased 217%, and revenue 152%.

In the not too distant future….

  • More robust business cases for projects.

Week Notes #9

What happened this week…

  • Logistics Process Review meeting for Ecommerce and RMSP.
  • Began working towards a cross-functional approach to ecommerce marketing.
  • Began writing requirements for a Customer Contact Centre.
  • Had our Quarterly Performance Review meeting.
  • Interviewed three potential Ecommerce Executives.
  • Talked more about improving our customer service.

Read this week…

Doing next week…

  • Meeting with Freshdesk to talk about a Customer Contact Centre.
  • Presenting a roadmap for Magento development work.
  • Meeting with our logistics company to review the previous month and plan for the next.
  • Designing Ecommerce future states process maps for RMSP.
  • Adding to the Ecommerce customer segmentation strategy.
  • Trustpilot Customer Services training.

Interesting stat of the week…

  • Comparing the last thirty days with the same time last year, our international visitors have increased 59%.

In the not too distant future….

  • Testing telesales for Christmas cards.

Week Notes #8

What happened this week…

  • Went to the Commerce Futures event about marketplaces and found out what other retailers think of Amazon.
  • Went to Ecommerce Expo and chatted to people from FreshDesk, Amazon Payments, and Amazon Sponsored Products.
  • Invited candidates for interview as the new Ecommerce Executive.
  • Battled with Amazon in our on-going attempts to get our Seller Account verified.
  • Sent pre-orders of Heartfelt to Gardners for fulfilment (well, I didn’t but people more awesome than me did).
  • Asked Waterstones for a refund for my pre-order of Heartfelt with them but apparently they are really busy.
  • Had September’s Monthly Management meeting to talk about what to do with the Ecommerce Working Group.

Read this week…

Doing next week…

  • Preparing for the Quarterly Performance and Review meeting.
  • Having the Quarterly Performance and Review meeting.
  • Thinking about how we transition project work into everyday business as usual.
  • Preparing for the Trustpilot trial of reviews for the Online Shop.
  • Reviewing the logistics process mapping that we’ve done so far.
  • Meeting with the Senior Marketing Manager to talk about how we can develop a marketing plan for Ecommerce.
  • Discussing process mapping requirements for Ecommerce within RMSP.
  • Interviewing for the new Ecommerce Executive.
  • (And, hopefully selling Heartfelt on Amazon).

Interesting stat of the week…

  • September has been the highest month for donations this year. We’ve had 103 donations totally £987, over double the monthly average.

In the not too distant future….

  • Maybe a test Customer Contact platform for dealing with customer emails and calls and internal requests.

Week Notes #7

What happened this week…

  • Launched Heartfelt, along with international shipping.
  • Reviewed CV’s submitted for the Ecommerce Executive role.
  • Sent Heartfelt and Christmas Card marketing emails.

Read this week…

Doing next week…

  • Going to a Commerce Futures Conference on Marketplaces.
  • Discussing the SEO strategy for Reviews.
  • Going to Ecommerce Expo.
  • Getting a refund from Waterstones for my pre-order of Heartfelt.
  • The Ecommerce Monthly Management Meeting.

Interesting stat of the week…

  • We sold 67 copies of Heartfelt so far, the first order was placed less than 2 and ½ hours of launch, and we have orders from countries including Australia, US, New Zealand, Finland.

In the not too distant future….

  • An Ecommerce Executive to help with the Online Shop.

Week Notes #6

What happened this week…

  • Wrote a presentation for the Heads of Fundraising about why and how we should work more together.
  • Started planning the rollout of Trustpilot reviews for Online Shop customers.
  • Customer Segment Analysis.
  • Designed the first Christmas cards marketing email.
  • The job advert for an Ecommerce Executive went live.
  • Met with the Corporate Team to talk about marketing Christmas cards.
  • Experimented with Slack and Google Calendar integrations to build a marketing plan workflow.

Read this week…

Doing next week…

  • Launching Heartfelt for pre-order.
  • Not presenting to the Heads of Fundraising (the meeting was cancelled).
  • More customer segmentation work.
  • Sending our first Christmas cards marketing email.
  • Reviewing logistics process mapping.
  • Talking about selling Blood Pressure Monitors.
  • Preparing for the next Ecommerce Monthly Management Meeting.

Interesting stat of the week…

  • A year ago the largest age group of customers was 45 – 54 at 27%, but now the largest age group is 35 – 44 at 33%, so we’re getting younger customers.

In the not too distant future….

  • Interviewing for the Ecommerce Executive role.

Week Notes #5

What happened this week…

  • Wrote up last week’s Ecommerce Working Group meeting
  • Cost analysis on data licenses and delivery charges
  • Started working on a Project Prioritisation framework
  • Did some best practice comparison with our work experience student
  • Answered some interesting customer service queries

Read this week…

Doing next week…

  • Doing more setup work for our first steps into multi-channel international selling.
  • Finalising the Heartfelt marketing plan
  • Promoting the new Ecommerce Executive role
  • Preparing for presenting to the Heads of Fundraising
  • Designing lots of emails for Christmas Cards, Heartfelt and Manchester to Brighton Bike Ride.
  • Working with the Corporate Team to promote Christmas Cards to our corporate partners.

Interesting stat of the week…

  • The Donation Place Cards have the highest Average Quantity per Order at 76. Must be a few supporters having autumn weddings.

In the not too distant future….

  • Customer Segment dashboards with combined data from multiple sources

Week Notes #4

What happened this week…

  • Getting ready for the launch of Heartfelt.
  • Visited Channel 4 to learn about advertising on TV and VOD.
  • Ecommerce Monthly Management Meeting to prepare for the EWG.
  • Ecommerce Working Group meeting to review project progress and refine the strategy for growth.

Read this week…