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.
• What we do today.
  • SellerSmile is, “Your Outsourced Customer Service Team.”
    • Email handling and reputation management.

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.
• 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.

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