Week Notes #17

What happened this week…

  • Updated the Ecommerce Projects Roadmap
  • Demonstrated Magento to the Community Fundraising Team
  • Started building a Weekly Sales and Margin Reporting Dashboard
  • Agreed the final Ecommerce As-Is Processes for RMSP
  • Prepared the presentation for the Ecommerce Working Group

Read this week…

Doing next week…

  • Cost Analysis for November
  • Planning for improvements to our Customer Services
  • Presenting to the Ecommerce Working Group
  • Requirements for Community Fundraising Ecommerce Site
  • Working on Rebecca’s Induction Plan
  • A final push on Christmas Cards marketing

Interesting stat of the week…

  • Comparing this November to last November, Pageviews are up 28%, Pages per Session is up 51%, Average Session Duration is up 36%, Conversion Rate is up 52%, Bounce Rate is down 16% and Abandonment Rate is down 11%

In the not too distant future….

  • Experience Mapping and Personalisation on the main website to bring more visitors to the Online Shop.

Week Notes #16

What happened this week…

  • Continuing to send Trustpilot reviews.
  • Dealing with order enquiries from customers.
  • Investigating how the various strands of Finance work together.
  • Met with the Retail Customer Services Manager to talk about a new Customer Services system.
  • Revised and streamlined the RMSP Ecommerce Process Maps.
  • Ecommerce Monthly Management Meeting to discuss Customer Services and Finance barriers.
  • Reviewed the Logistics Process Maps and identified some opportunities for improvements.
  • Fixed an issue with stock level updates.

Read this week…

Doing next week…

  • Sending more Trustpilot reviews.
  • Designing transactional emails for order dispatched, return received and refund sent.
  • Demo-ing Magento for Community Fundraising.
  • Planning Christmas cards sales marketing report.

Interesting stat of the week…

  • The average order value for Christmas cards is £14.95, and the average number of cards in an order is 5.27.

In the not too distant future….

  • Lots of induction meetings for Rebecca.

Week Notes #15

What happened this week…

  • Sent more Trustpilot review requests (1672 sent and 157 received, giving a response rate of 9.39%)
  • Induction planning for our new Ecommerce Executive
  • Refined some requirements for upcoming work on Magento
  • Began moving the Online Shop to cloud hosting
  • RMSP Process Mapping
  • Dealt with lots of customer enquiries

Read this week…

Doing next week…

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  • Discussing the Customer Services Improvements Project with the Retail Customer Services Manager
  • Ecommerce Monthly Management Meeting
  • More planning for the next pieces of work in Magento
  • Investigating how Ecommerce Finance Reporting works
  • Preparing for the Ecommerce Working Group

Interesting stat of the week…

  • The best selling Christmas card has sold the same amount as the thirty-three worst selling cards, the best selling twenty cards (out of 96) account for half the volume of cards sold, which totals 15,527 packs.

In the not too distant future….

  • Focusing and prioritising of projects for the next few months.

Week Notes #14

What happened this week…

  • Sent our main Christmas cards marketing email to 95k supporters, sent an email to all of our suppliers to ask them to promote our Christmas cards to their colleagues and other clients, and increased our advertising.
  • Sent our third week of Trustpilot review requests (96% are five stars).
  • Worked on the Induction programme for our new Ecommerce Executive.
  • Thought more about how to develop integrated marketing plans.

Read this week…

Doing next week…

  • Getting our Christmas cards on the BHF internal screensavers and in the staff update email.
  • Preparing for the Ecommerce Monthly Management Meeting.
  • Arranging meetings with Finance to improve our transition from Projects the BAU.
  • Arranging meetings with Customer Services to discuss our plans for improving our systems.
  • Working on improving our financial reporting.
  • Adding more to the Ecommerce Induction programme.

Interesting stat of the week…

  • We sold our 10,000th pack of Christmas cards. We actually sold 11,489 packs so far, giving us £32,152 of revenue.

In the not too distant future….

  • Lots of induction training and meetings for our new Ecommerce Executive.

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.