Keep Smiling: The E-Commerce Customer Experience Podcast

In this episode, we talk about the emotional side of customer service with long-time colleague, Shannon Roddy.   We discuss customer service through the lens of some of the best companies in the world, like Zappos and Southwest Airlines.   Shannon gives tips about how hiring the right staff with positive and empathetic attitudes can play a key role in connecting with your customers.   Shannon is t...

Today's episode is a selection of the most interesting e-commerce customer service related news, updates, and articles from July 2019. This is our 3rd roundup, previous roundups include May (Ep. 007) and June (Ep. 011). Show notes: www.sellersmile.com/016 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inqui...

In our first CX Spotlight episode, we spoke with Mathew Patterson about how Help Scout creates excellent experiences for their users, their users' customers, and for the Help Scout team themselves. Show notes: www.sellersmile.com/015 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podc...

What is reputation management and why is it important? Where does online reputation management happen? Best practices for reputation management. Show notes: www.sellersmile.com/014 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us!: keepsmiling@sellersmile.com . Th...

We recently discovered an exciting update related to reputation management for Amazon product reviews. This new feature, the "Customer Reviews" dashboard is compelling for several reasons.  We cover the update and our top takeaways below. Show notes: www.sellersmile.com/013 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank yo...

SellerSmile recently had a conversation with Liz Fickenscher of eComEngine and FeedbackFive . We discussed "7 Amazon FBA Customer Service Tips for Prime Day." This year, Prime Day is scheduled to start on July 15 at midnight PT and will run for 48 hours. Make sure that your customer service systems are set up and ready to go! Review Amazon's Prime Day guide for 2019 . SellerSmile is your e-commerc...

This is our 2nd e-commerce customer experience roundup, it's a combination of interesting topics, curated news, updates, notable social media comments, or articles we'd like to feature. Show notes: www.sellersmile.com/011 Want to support the show?? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Em...

As an e-commerce seller, you have to ask yourself why someone is purchasing from you instead of going to a brick-and-mortar store like Walmart or Nordstrom. Think about how you can influence them not only to want to buy from you again but to tell their friends about you and leave a great review. Although you're primarily competing for buyers' attention online, they are still thinking through wheth...

Customer service in your typical brick-and-mortar store used to be the only kind of customer service that people dealt with on a regular basis. There were brands and companies like Nordstrom, Macy's, Barneys, etc., that held themselves in high regard for their luxury goods and the luxury shopping experience they provided. Today, millions of shoppers are buying goods and services online. While they...

Over a year ago, in May of 2018, well before we started this podcast, we joined Kate Valentine of Keyword: The Amazon Insider Podcast for a webinar entitled, "Creating a Strong Customer Service Strategy; How to increase sales using great customer service"   In today's show, we're sharing the very end of that webinar, the ~20 minutes of live Q&A we did at the end of the webinar. You can find a link...

This is our first e-commerce customer service roundup, it's a combination of interesting topics, curated news, updates, notable social media comments, or articles we'd like to feature. Show notes: www.sellersmile.com/007 Want to support the show?? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Ema...

Companies will pay large sums of money for market research, the feedback from their target audience is valuable and used to make strategic business decisions. In e-commerce, this feedback is plentiful and free! By systematically recording and analyzing your customer service interactions, online sellers can discover the next steps to take to improve their products and business. In this episode, we...

A strong customer success strategy is the base of any good business and there's plenty of opportunities for sellers to provide better experiences to their buyers. At the same time, there's a lot of confusion around what Amazon permits when it comes to communicating with their buyers. Jeff Cohen, CMO at Seller Labs , talks with us about providing exceptional brand experiences on Amazon, especially...

Amazon FBA provides so many important customer service functions, so when it comes to managing customer service on your web store, it can be a unique struggle. In this episode, we talk about the most essentials things a seller needs to do customer service on their own website. Web store customer services essentials: #1- Ambition. Get ready, there are more opportunities and more responsibility. Wit...

Today's episode is the second in a two-part series about Customer service on Amazon. Episode outline: 1- The next touch points of customer service on Amazon and tips/insights for each. 2- Amazon-friendly templates. Do you want to support the show? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. ;) Do you have an inquiry related to the podcast? >...

Today's episode is the first in a two-part series about customer service on Amazon. Show outline:  What is the true meaning of Customer Service on Amazon? The touch points of customer service on Amazon and tips/insights for each. Amazon-friendly templates. Do you want to support the show? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. ;) Do you...

Welcome to, "Keep Smiling: The E-Commerce Customer Experience Podcast." The first three episodes of our new podcast are availble today, here's the first one! :) Today's show: Personal and professional introductions. Origin of the show in the context of our backgrounds and our business. Why a podcast? Are CS and CX are underappreciated in e-commerce? What to expect from future episodes. Who is this...

Selling products online is challenging and can lead to poor customer experiences. Each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon, Shopify, artificial intelligence... We'll discuss what matters today and what you can do to build a better e-commerce business, we'll show you how! :)...