Customer Service - Exceed Online

Archive for Customer Service

Operational Structure: having the right resource internally

Every retailer has a different operational structure for their eCommerce channel, yet they have largely the same structure that manages their other channels, such as stores and call centres. In order to ensure the successful implementation and ongoing management of your eCommerce website the right structure must be in place, whether you’re replacing an existing [...]

Multi Channel Integration: connecting online and off

Changes in retail are being driven by the consumer as well as by the proliferation of new channels and the increased choice that this provides. Retailers must rethink their business models to find new ways to interact with customers in order to add more value to the overall shopping experience. Kyle and the Exceed team [...]

The Challenges to implement an eCommerce project seamlessly: on time, on budget

There are many challenges and issues to address in order to implement successful eCommerce projects. Kyle and the Exceed team worked together to write this article to help you! When projects fail it’s usually the result of a multitude of issues. Typically these issues occur on both the client and the supplier-side. Rarely are they [...]

Building Alignment on and offline – Part 2

In my last article (yesterday) I discussed the value of aligning your online business to your offline physical business. Today I want to talk about the key things which need to be in place in order to accurately achieve alignment.

Role Reversal

Everyone in society juggles multiple roles – father, mother, son, daughter, sister, brother, manager, client, supplier, workmate… Perhaps this has confused the lines as to when we are required to step into a particular role and when we should leave it to the specialists. I often wonder whether a patient would tell a heart surgeon [...]

Client Q & A – Organic Visibility

I had a client contact me today to make comments on the Zarbo website . I wasn’t going to spend time breaking it down, but I did immediately noticed the URL strings. I said, Zarbo would always struggle to gain organic prominence in the search engines because of the technology that was powering it. Two [...]

The Vendor Client relationship

If you ever wondered what is is like for the Exceed Online Project Managers to deal with some customers, watch this video titled, The Vendor Client Relationship – in real world situations. It is the nicest and most accurate portrayal of what our Project team deals with on a weekly (sometimes daily) basis. Is this [...]

Building Loyalty the old fashioned way – earning it

Over a year ago I wrote an article which was not in favour of Online Loyalty functionality. At the time, I felt (and still do feel the same) online businesses are trying to find lazy methods to lock in customers.

Client Q&A – Stock availability

I have been very bad over the last few months. My last post was back in June! Exceed is growing and I have had no time to even think about writing a blog article. However, this morning I wrote an email to a client and thought, I get this question all the time! Then I [...]

Fulfilment – Building Scalability and Profitability

The potential problem all online businesses face is, as sales increase, ROI decreases. This is due to the increase in cost/resource to deliver the orders. It is fine for online businesses to say they are acquiring 250 + orders per day through the website, but how profitable are they? The automation of processes reduces cost [...]

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