PODCAST · business
Keep Smiling: The E-Commerce Customer Experience Podcast
by SellerSmile
Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We'll discuss what matters today and what you can do to build a better eCommerce business, we'll show you how! :)Appreciate 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 (at) sellersmile.com.
Episodes
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Ep. 042 - Trademarks, IP and Customer Experience
Show notes: SellerSmile.com/042 Tools and resources: -- USPTO Learning Resources -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile...
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Ep. 041 - Setting SPF, DKIM and DMARC Domain Records
Show notes: SellerSmile.com/041 Tools and resources: -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile uses, and get a $50 credit...
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Ep. 040 - Intro to Email Authentication
Show notes: SellerSmile.com/040 - Email authentication technology serves as a vital defense against phishing scams and unauthorized email impersonation. By implementing email authentication protocols, businesses can protect their customers and uphold their brand integrity. At its core, email...
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Ep. 039 - 5 Best Practices for Your Customer Service Email Address
Show notes: SellerSmile.com/039 - Discover 5 essential tips to optimize your e-commerce customer service email address for success. From branded domains to email authentication, we've got you covered! Tools and resources: -- SellerSmile is your e-commerce customer service team. We offer a free...
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Ep. 038 - E-Commerce Customer Service
Show notes: SellerSmile.com/038 >>> Leave us a review and rating wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast?! >>> Email us: keepsmiling(at)sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team since 2017.
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Ep. 037 - What is "Customer Service"?
Show notes: SellerSmile.com/037 - Tygh answers the question "What is customer service" with several perspectives from industry leaders, Help Scout, Zendesk, Shopify and ChatGPT. Customer service is HUGE for any business so taking the right perspective on it can make all the difference. >>> Leave…
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Ep. 036 - Reintroduction to SellerSmile and the Podcast
What's next? - Regular (weekly) helpful content for customer service teams, every Monday - Multimodal: video + audio + text! - Five minute timer, one take! Thanks for listening :) This show is produced by SellerSmile, your e-commerce customer service team. Stay safe and keep smiling! 🙂 Produced…
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Ep. 035 - Tygh's Interview on The Checkout with Adii Pienar of Cogsy
This episode is a recent conversation I had with author and 3x founder, Adii Pienar. After building Conversio & WooCommerce, Addi is leading a company called Cogsy, making inventory management and financial systems for Shopify and Amazon sellers. In this conversation we review how SellerSmile got...
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Ep. 034 - Bookkeeping for E-commerce with Nathan Hirsch of EcomBalance
In my conversation with Nathan, we discuss what he's up to now, three years after the FreeUp acquisition. He describes how he started EcomBalance and Outsource School during the pandemic, the nuances of bookkeeping and accounting for e-commerce businesses, and life as a new foster parent! Nathan...
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Ep. 033 - A Career in Customer Service with Jace of SellerSmile
Jace, from Marikina City, Philippines, has made her career in different roles related to customer service. From Cricket Wireless to e-commerce with Seller Labs and Snagshout where she met Michael and Tygh. Today, Jace is a Customer Experience Specialist at SellerSmile, specializing in account...
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Ep. 032 - Digital Nomading and Remote Work with Yasine Honerkamp of SellerSmile
Show notes: sellersmile.com/032 This is a discussion with Yasine Honerkamp, a Customer Experience Project Manager at SellerSmile. We talk about how Yasine travels the world (Portugal, Spain, Morocco and more) while working in customer service. Yasine recounts how he had to adjust his life and...
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Ep. 031 - 9 Customer Service Mistakes Amazon Sellers Make & How to Avoid Them (WEBINAR)
Today I'd like to share the audio from a recent webinar I cohosted with Katie, Kenly, and Brittany of Kaspien. They're wonderful people and know a ton about Amazon customer service! Kaspien is "tech- enabled growth marketplace based out of Spokane, Washington. They offer a range of services. I've...
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Ep. 030 - Contact Amazon Buyers from Customer Reviews on the Brand Dashboard; Resolve Critical Issues and Build Trust
Show notes: sellersmile.com/030 In June 2021, Amazon released an update to their Customer Reviews on the Brand Dashboard feature. Here's a helpful screencast of this new feature, Tygh introduces this feature and shows you how to use it with your own brand! Show Links Amazon Brand Registry. VIDEO...
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Ep. 029 - X-Cart & Tyler Henderson; Customer Experience Spotlight
Tygh catches up with a long-time friend and former coworker, Tyler Henderson. Tyler shares his take on e-commerce customer experience, from working with affiliates at Seller Labs to his activities as a global account executive at X-Cart. Tyler Henderson is a Global Account Executive at Seller…
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Ep. 028 - Amazon Communication Guidelines Update (November 2020)
Amazon announces an official update to their Communication Guidelines, effective November 3rd, 2020. These updates will change communication between sellers and Amazon buyers, influencing the ways sellers use Buyer-Seller Messaging to run their businesses and represent their brands on Amazon....
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Ep. 027 - Shopify + Walmart Partnership and eCommerce Marketplace Expansion
"Walmart Expands Its eCommerce Marketplace to More Small Businesses" June 15, 2020 By Jeff Clementz, Vice President, Walmart Marketplace Show notes: sellersmile.com/027 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you.…
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Ep. 026 - Top 5 Lessons Learned from COVID-19
We cover the top 5 lessons learned while running an e-commerce customer service agency during COVID-19. Show notes: sellersmile.com/026 Catch our first COVID-19 episode from 3/17/20 here: sellersmile.com/024 Catch our second COVID-19 episode from 3/27/20 here: sellersmile.com/025 Want to support...
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Ep. 025 - COVID-19 Update: FBM Tips and Amazon, eBay, and Walmart Announcements (3-27-20)
(Updated 3/27/20). In our second COVID-19 update, we review how the ongoing Coronavirus outbreak is affecting e-commerce customer service, including considerations for FBM and special announcements from the major e-commerce platforms: Amazon, eBay, and Walmart. Catch our first COVID-19 episode…
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Ep. 024 - COVID-19 and Strategies for Amazon and Online Customer Service (3-17-20)
We review how the COVID-19 outbreak is affecting our clients' e-commerce businesses, plus ways to prepare your support team to communicate supply chain disruptions to your customers. Show notes: www.sellersmile.com/024 Want to support the show?! >>> Leave a review and rating in iTunes, or…
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Ep. 023 - Changes to Amazon Product Reviews + Customer Service Rating (beta)
Today's episode is the 2nd part of a conversation Michael and I had a few weeks ago in November 2019. We review two recent changes in Amazon, textless Product Reviews + the Customer Service Rating (beta) feature found inside Buyer-Seller Messaging. Show notes: www.sellersmile.com/023 Want to...
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Ep. 022 - 1 Million on Shopify + Amazon "Request a Review" Button + Missing Customer Data in Seller Central
Today's episode is a variety of the most interesting e-commerce customer service related news, updates, and articles from early November 2019. Show notes: www.sellersmile.com/022 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and...
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Ep. 021 - 2019 Amazon Holiday Guide Review
Tygh reviews Amazon's Holiday Guide with a screen share and a festive costume! Watch the video: https://youtu.be/sqHct2DFQMw Show notes: https://www.sellersmile.com/021
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Ep. 020 - Amazon Brand Messaging Pilot Program Preview
A preview of what we know about Amazon Brand Messaging and why it will be important to Amazon sellers. Show notes: https://www.sellersmile.com/020
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Ep. 019 - FBA Repackaging, Shopify Chat, and the New A+ Content: E-Commerce Customer Service Roundup (9/24/19)
Today's episode is a variety of the most interesting e-commerce customer service related news, updates, and articles from late in Q3, 2019. 1- FBA repackaging and refurbishment services required? (2:21) 2- Shopify Chat for iOS launched in August. (15:29) 3- "Enhanced Brand Content" is now called...
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Ep. 018 - CX Spotlight with Dr. Ryan Hamilton of Emory University
In our second CX Spotlight episode, we shine a light on Ryan Hamilton, a marketing professor that studies decision making at Emory University. In this conversation, we cover Ryan's background and experiences that led him to the work he does today and his opinions on how the science of decision...
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Ep. 017 - Create Emotional Connections with Your Customers with Shannon Roddy
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...
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Ep. 016 - E-Commerce Customer Service Roundup (July, 2019); PII MWS API Update, Transparency Expansion, and Prime Day 2019
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...
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Ep. 015 - Customer Experience Spotlight on Help Scout with Mathew Patterson
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...
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Ep. 014 - Online Reputation Management for Your E-Commerce Brand
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...
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Ep. 013 - Customer Reviews on the Amazon Brand Dashboard
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...
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Ep. 012 - 7 Ways Amazon FBA Sellers Can Be Proactive with their Customer Service for Prime Day with Liz Fickenscher, eComEngine
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…
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Ep. 011 - E-Commerce Customer Service Roundup (June 2019); Shopify Fulfillment Network Announcement and Updated Amazon Title Guidelines
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...
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Ep. 010 - Brick-and-Mortar vs E-Commerce Customer Service Part 2; Using Proactive Customer Service to Influence Shopper Decisions
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....
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Ep. 009 - Brick-and-Mortar vs E-Commerce Customer Service; Part 1
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...
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Ep. 008 - Creating a Strong Customer Service Strategy Webinar Q & A with Kate Valentine, Keyword Podcast
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…
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Ep. 007 - E-Commerce Customer Experience Roundup (May 2019); Other 3P Sellers Selling your Brand, Customer Service SOPs, and Product Review Updates
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...
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Ep. 006 - Crowdsourcing Actionable Improvements from Your Customer Service
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...
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Ep. 005 - Proactive Customer Service on Amazon with Jeff Cohen, Seller Labs
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,...
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Ep. 004 - Essentials for Your Web Store Customer Service
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...
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Ep. 003 - Customer Service on Amazon, Part 2
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...
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Ep. 002 - Customer Service on Amazon, Part 1
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? >>>…
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Ep. 001 - Introduction to the Hosts, the Podcast, and the Future of the Show
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...
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Ep. 000 - Trailer: Welcome to "Keep Smiling"!
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…
more
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ABOUT THIS SHOW
Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We'll discuss what matters today and what you can do to build a better eCommerce business, we'll show you how! :)Appreciate 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 (at) sellersmile.com.
HOSTED BY
SellerSmile
CATEGORIES
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Frequently Asked Questions
How many episodes does Keep Smiling: The E-Commerce Customer Experience Podcast have?
Keep Smiling: The E-Commerce Customer Experience Podcast currently has 43 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Keep Smiling: The E-Commerce Customer Experience Podcast about?
Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We'll...
How often does Keep Smiling: The E-Commerce Customer Experience Podcast release new episodes?
Keep Smiling: The E-Commerce Customer Experience Podcast has 43 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Keep Smiling: The E-Commerce Customer Experience Podcast?
You can listen to Keep Smiling: The E-Commerce Customer Experience Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Keep Smiling: The E-Commerce Customer Experience Podcast?
Keep Smiling: The E-Commerce Customer Experience Podcast is created and hosted by SellerSmile.
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