About The Author
Co-founder and CEO at HMS Commerce. Product development and marketing of our suite of apps, as well as providing growth marketing services to select merchants.
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Build small business teams using "the four archetypes" framework [webinar]
Here is a fun framework to consider when growing or picking a team: the Ninja Turtles model. As your business grows, think about the King, Warrior, Magician and Lover energies.
Conceptualize yin and yang trigrams for ecommerce marketing [webinar]
The “i ching” is one of the oldest books in history and has been considered a source of wisdom for over 3,000 years. It uses eight trigrams to understand stages of life. Here i'll attempt to interpret their meanings for marketing.
RFM segmentation for ecommerce stores [webinar]
What is Ecommerce Customer Segmentation and what is RFM? Examples of segments? The best way to communicate with each segment? In this webinar we'll cover this and more.
How small business can win against big [webinar]
After speaking with hundreds of small businesses, one very consistent theme business owners would bring up was competition. Most are frustrated by future prospects due to the giants, like Amazon.
Build trust on Reddit
Reddit is an important channel because it gets over 500 million visitors per month, and it is the #8 most visited website in the world (#4 in the United States).
Four reasons you should order a pizza for your best customers
Think about how you would feel if a store sent you a surprise free pizza as a thank you for being a continuing customer. How would their brand improve in your eyes? I'd bet you won't consider another store after that.
Dropshipping success with the 'concierge approach'
The concierge approach is where you manually do tasks you feel inclined to automate. The idea is to provide a concierge service to learn more and set yourself apart from other dropshippers.
When and how to call, text, or email your customers
If I only had one sentence to make my case for SMS and Calling it would be this: The average email open rate for all emails is less than 20%! Here is the study and link to the data...
Supplementing your cart recovery emails with phone or SMS
With Email open rates dropping each year, why would you leave that large shopping cart recovery in the fickle hands of the inbox deliverability and automation gods?
Five rules for success when calling your ecommerce customers
Rule #1: Do not call with the direct purpose to sell... To borrow from the concept of the Dao: To make a sale, you must first try not to make the sale.
How Mojo recovers 217% more abandoned checkouts with phone calls
Of Mojo’s 865 abandoned checkouts, 104 were recovered through their previously set-up email sequence. However, since installing the Scout app, their recoveries shot up by an additional 329 sales.
How to be more like Zappos with customer cervice
In our earlier post we explored how Zappos achieves a 75% customer retention rate by investing in customer experience. In this video, we’ll explore how you can adopt the Zappos model for your small business.
Investing in Customer Experience
Have you ever wondered why advertising is considered an investment, but customer service is a cost? Let's switch this thinking.
Tackling abandoned carts before they happen [webinar]
Running an online store is like sports. Sometimes you have the ball on offence. But sometimes you have to protect your goal with defence.
Origin of the word "shop"
Etymology is the study of the origin of words and their meanings. What’s great about etymology is that it helps uncover significance from words, beyond just the present day definition.
Asking for phone numbers: optional, required, or hidden?
We want to make our customer's buying journey as seamless as possible. Shopify has done a great job optimizing store checkouts using data from hundreds of millions of checkouts, but they've left us to decide on the phone field.
Ecommerce abandoned checkout recovery: phone call script
Calling abandoned cart customers isn’t cold calling. It’s “hot calling”. Most of us hate unsolicited phone calls because we're not interested. But Cart Abandon phone calls are to hot, interested and ready to buy customers.
Five benefits of saying "thank you" to customers
Calling your customers to say thank you will evolve your business. For one, you’ll make more money through upsells, but more importantly, you’ll build better relationships with your customers. Let’s dive into five specific benefits of calling, instead of only sending an email.
How to thank your customers: call script for ecommerce merchants
I started calling abandoned cart customers in my effort to convert shoppers around 6 months ago. The results were extremely positive seeing a 55% abandoned cart recovery rate. Given the success I recently decided to also call those shoppers purchased and just say “Thank You.”
Calling abandoned carts: why, when and how you should phone your customers
After running my store for over a year and reading hundreds of blogs and articles around increasing sales and optimizing conversions, none helped me as much as this one simple tactic. Calling my customers.
From 10% to 55%: how I increased my abandoned cart recovery rate
As the title of the post suggests I’m going to be talking about one improvement I’ve implemented which I feel has made probably the best impact on revenue. Not only in recovering of abandoned carts but also increasing the average cart value that each successful customer checks out with. Calling abandoned customers!
How Zappos built a billion dollar business through better customer service
Amazon quickly acquired the online show store, Zappos.com, as soon as they started showing strength in their customer retention numbers. How did a company that sells the sale shoes for sale everywhere else, build itself into a billion dollar company?
50 ecommerce growth hacks you can do each day
Even if you just did one of these items each week, you will have a full year's worth of marketing and sales hacks. Some will work better than others. It's your job to find what works for you, and double down on that.
How Big Brain uses WhatsApp to recover 70% of abandoned checkouts
Big Brain is a modern and eco-friendly furniture store based in Johor, Malaysia. They started out as a brick and mortar but in May of 2017 started an online store to better reach more modern customers. Since going online, Big Brain furniture sales in 2017 were up 60% compared to sales in 2016.
How motorsport store earns an extra $280,000/yr by calling customers
Venom Motorsports, a private labeled motorsport bike store based in Ottawa, Canada, has been using Scout for over a year, and was in fact one of the first 5 Shopify stores to install the Scout app. It was started in 2012 by Moe out of his mom's garage and has grown into a $1M+ per year brand.
Thanking your customers: a phone call script
You don't always need to call a customer when you want something from them. Sometimes you should just call customers to say thank you, no strings attached. You'll almost be able to hear the brand loyalty developing on the phone.
The RFM model for proven segmentation
The RFM Model was developed in the 90s by Jan Roelf Bult and Tom Wansbeek for catalog sales. Catalogs were the pre-cursor to online sales, and when we dive into RFM you will see its relevance.
Experiment-driven marketing & growth
You can call it Agile Marketing, Growth Marketing, Growth Hacking, or just Marketing. It doesn't matter what it's labeled, what matters is its focus on experimentation.
Delivering "early success" to online shoppers
All businesses should strive to provide a taste of "success" as soon after the purchase as possible, especially considering that the customer's product may not be delivered for another few days.