Michael and I are business partners, we started our e-commerce customer service agency, SellerSmile, in 2017 and since then we’ve provided customer service solutions for Amazon and e-commerce sellers.
Today, we launch our podcast, “Keep Smiling: The E-Commerce Customer Experience Podcast.”
Subscribe & review on iTunes | Stitcher | Google Play | Spotify.
Show outline
- Personal and professional introductions.
- Origin of the show in the context of our backgrounds and our business.
- Why a podcast?
- To become a platform for conversations around CS and CX in e-commerce.
- What to expect from future episodes.
- Who is this for and why should you subscribe!
Personal and professional introductions
- Our background and journey to customer service and e-commerce, into the formation of SellerSmile in March 2017.
- Michael
- Chic-fil-A and third-party Apple store.
- Seller Labs
- The intersection technology (software) and customer service.
- Bringing a product-management approach to customer experience.
- Tygh
- Kinesiology and horticulture.
- Freelance digital marketing = independence and lifestyle design.
- Seller Labs. Unmet need for help with Amazon CS.
- Michael
- What we do today.
- SellerSmile is, “Your Outsourced Customer Service Team.”
- Email handling and reputation management.
- SellerSmile is, “Your Outsourced Customer Service Team.”
Why a podcast?
- Vivid vision (Cameron Herold – Double Double).
- My vision was in as a company a the center of the current conversation and technology surrounding e-commerce CS and CX and a podcast is one of the best ways to realize that.
- Connecting CX to E-commerce.
- Bring these terms into mainstream e-commerce:
- “Customer-obsession” and “Customer Effort”.
- “Customer service” vs “Customer Experience.”
- Customer service is the advice or assistance a company gives its customers.
- Customer experience is the total journey of a customer’s interactions with a brand.
- The varying ways CX and CS play a role and where they intersect.
- Bring these terms into mainstream e-commerce:
- Why does customer experience matter?
- According to research by Clickfox, Rockefeller Group, and American Express:
- 82% of customers are more likely to stop buying from you because they think you do not care (over your pricing or product quality).
- 86% of buyers are willing to pay more for a better customer experience.
- 73% of U.S. adults said a friendly customer service made them fall in love with a brand.
- 68% of buyers react to poor service by posting about it on social media. Through likes and shares, this message can potentially reach thousands of shoppers.
- In order to stay competitive, your customer experience has to be a top priority.
- According to research by Clickfox, Rockefeller Group, and American Express:
What to expect from future episodes and why should listeners subscribe?
- CS and CX in e-commerce.
- Touchpoints and ways to interact as a business owner.
- How to use CS and CX as a competitive advantage.
- How-to vs. philosophy.
- Big picture ideas, paradigms, why is CS/CX important?
- How successful customer-focused companies are succeeding and how to replicate their strategies.
- Interviewees with the most exciting people in CS and CX.
- Thought leaders in e-commerce and customer service/customer experience space.
Show quote
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” ~ Jeff Bezos
Do it!
- Subscribe to the podcast!
- Share your CX story: keepsmiling(at)sellersmile.com
