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The next 4 weeks (BFCM & XMAS) are the most crucial make or break stages in e-com for most business. including mine. We have to get this right. here's a thread on what my thoughts are, let me know if i've missed anything & feel free to add any.
Black Friday sales coming up, this will be our first sale since end of January, so as you can imagine... demand will be fkin crazy!
us being able to operate all year without sales shows to me we're adding value and our products are worth their money. don't be that brand who constantly runs sales. the effect of them will eventually wear off.
Covid still is an annoying factor as social distancing needs to be implemented as well as an increase added pressure on postal services. royal mail working at 50% of their years growth in 3 months!
as you can expect postal services such as royal mail, hermes, DPD will be mental. We're taking our 2/4 working day guarantee to 4/7 working days but making customers aware that there is potential delays, i.e increase in demand making couriers slow, black Friday/xmas, a pandemic.
99% of customers will be super understanding as long as you're transparent and open with them about this.
Stock, we've gone overboard with stocking this year, ensured we're more than covered. nothing worse than being understocked + it's happened in the past where we've oversold products and not been able to fulfil. leading to an unhappy user experience.
All round customer experience needs to be top of list, from the initial order date, the communication in between, to receiving the goods. how will they feel at the end of the experience! made up hopefully.
Customer service, a big one for us this year. operating across all social channels (fb,ig,live chat, email) We will be working around the clock on CS to ensure all customer communications are responded to rapid. learnt from past, a fast response = happy customer & problem, solved
a lot of new traffic coming to the site with people who've never shopped with us before so, making the site seamless and easy to navigate and flow around is key. site speed has improved too (admittedly could be faster). also size guide feature we've worked on very well.
A follow on to above, new traffic = new expectations, especially with us being a new ish brand & people hearing about us for the 1st time. expectations are some what unsure. "Will RMDY. be fast shipping?" "good quality?" we currently underpromise and over deliver.
returns are going to be bigger than ever this year. it used to leave me a little disheartened when we'd get a return but the way i look at it, the amount we send out compared to what we get back is MINOR!
currently we don't offer a free returns process to UK customers & it does put a few people off, mainly because of cost of this, especially for a scaling and growing business. the plan this year is for the initial black friday sale (2 weeks) we are going to trial free returns.
with this we are expecting a more purchased focused customer, higher order values, easier overall experience & just an exciting trial for us as we have never offered it before. so what better time to trial it!
As we ship globally, language barriers can sometimes be an issue, but having real life translators from our 4 main EU countries (germany, france, spain & netherlands) this will help (alot better than google translate lol).
shit is going to go wrong. i believe you have to make mistakes in order to learn and adapt for the future, so you know how to make stuff better. it's how you deal with it. let it make you rather than break you.
exciting times ahead and couldn't be more ready this year for the next few weeks ahead! of course problems are going to occur, i've learnt a lot this year that being prepared helps everything run super smooth, therefore being able to pivot incase there is any issues.
going to announce what we've been working on for the last 3 months tomorrow ! this will be super sickk 
#CFV2
#CFV2
good luck to anyone in e-com. what an exciting time to be alive! also remember to work smart but also have as much fun as you can! i know we will.
