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.
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.
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.
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.
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.
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.
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.
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
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…
What happened this week…
- Reported on the first full week of Christmas Card sales at 81% up on the same week last year.
- Kicked-off another phase of the Process Mapping Project.
- Made a Reporting process map.
- Started a Magento development roadmap, and wrote lots of requirements.
- Reviewed sales of London to Brighton Travel Tickets and Clothing, and started planning for next year.
- Started planning for a complete Marketing Plan for the Online Shop.
- Prepared for the Ecommerce Monthly Management Meeting and Ecommerce Working Group.
- Set-up Related Products on all the Christmas Cards using a different approach to usual.
Read this week…
Doing next week…
- PHD Innovation Session.
- More investigation into Midas errors.
- More development requirements.
- Ecommerce Monthly Management Meeting.
- Ecommerce Working Group.
Interesting stat of the week…
- Comparing since the new site went live to the same period last year, the conversion rate has increased 66.61%.
In the not too distant future….
- Trustpilot reviews.
- More roadmapping.
- A really complicated Marketing Plan.
