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.
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.
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.
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.
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.
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.
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.