Rule #1: Do Not Call with the Purpose to Sell There are only three (3) reasons why you should be calling a customer: Proactively solving a problem for a pre-sale (abandoned checkout) or post-sale customer Getting feedback about your business, your website, or your product Saying “Thank You” These above points should be your only purpose when you call. You have to remember that marketing is just a fancy word for relationships. Bulletproof customer relationships are the biggest asset your brand will ever own. And calling a customer explicitly to make a sale is not cool. But if you call for any of the above three reasons and do a good job on that call, there is a good chance...

Each website visit from an interested customer is like a play:
On one side you have a considering visitor with questions or concerns. For example, is it too expensive? Or what is the expected shipping time?

And on the other side you have your defensive strategy to respond to each...

The “i ching” is one of the oldest books in history and has been considered a source of wisdom for over 3,000 years. It uses eight trigrams to understand the stages of life. In this episode we’ll interpret the trigrams to understand your 4 types website visitors.

The OODA Loop was developed by John Boyd, a military strategist, in the 1960’s as a decision making framework for fighter pilots in the chaos of air to air combat. Let's examine this framework in Ecommerce.

Here are two scripts you can start using right away and start converting your cart abandoned customers, and work to overcoming the above two negative thoughts. After getting started with these two scripts, you will quickly pick up what works and what doesn’t, and learn to evolve your phone calls as you learn more about people’s questions.

As a consumer, if I get a personal call from the owner of the business I will pay attention. It feels good to know someone took the time out of their day, thought to call me, and then dialled my number to talk to me.

Have you ever wondered why advertising is considered an investment, but customer service is a cost?

Many merchants are happy spending tens of thousands of dollars on advertising reaching new customers, but if customers try to reach them, they make it as hard as possible to connect. In this video we’ll see why we need to switch this thinking.

A business’s purpose is to solve a customer’s problem, and make them happy as a result. And so if this is the purpose of a business, shouldn’t that be where the company invests most of it’s time and budget?

After running my store for over a year and reading hundreds of blogs and articles around increasing sales and optimizing conversions, none helped me as much as this one simple tactic. Calling my customers.

It literally takes less than 2 minutes to order a pizza through the Dominos mobile app. All you need to order a pizza for someone is their address. You obviously have this because you’ve (hopefully) fulfilled the customer’s order.