Focus Less on Growth and More Caring about for Customers (E139)

08/19/20 • 36 min

Reggie BlackCEO of Better Way Health Show Notes: Customer service is in-houseCall every new subscriptionHave a preferred customer service repAOV over the phone is double80% to 40% over the phone3.5 to 7.5 orders once they talk on the phone$1,200 LTV3 Months of training for Customer ServiceStarted in as IT guy in 2010Brooks at SpringBotBook - Customer Service Revolution Sponsors: Drip – Get a free demo of Drip using this coupon code!Spark Shipping – Dropshipping Automation Software Bio: Reggie Black is a Christian first, husband of 10 years to Amy, father of four (and counting), and CEO of Better Way Health. Links: https://www.betterwayhealth.com/ Transcript: Charlie (00:00): In this episode of the business. E-Commerce I talk with Reggie black about building a culture that truly cares about the customer. This is a business e-commerce episode, one 39. Welcome to the business. E-Commerce the show that helps eCommerce retailers start launch and grow the eCommerce business. I'm your host, Chelsea [inaudible] and I'm here today with Reggie black. Reggie is a CEO of better way health, a high quality supplements company that focuses on customer service. They have a very interesting approach on calling customers and talking directly to their customers have to purchase is something I don't have very often from eCommerce brands. So I think it's very interesting and everyone should have a listen. So let's get into the interview. Hey Reggie, how are you doing today? I'm wonderful. Charles, how are you? Good to, yeah, I'm doing good. Good to have you on the show. I think I'm disinteresting topic where it's not talked about very often, right on kind of focusing you here. Charlie (01:03): And we do a lot right on talking to folks in on how to talking about growth and marketing and that's how the business, but, and that's all kind of the top, right. Of getting the customer. Well, I, they, they're focusing on the customer after you actually acquire them after maybe as they made the purchase during the purchase process and what that looks like and how to kind of improve Ash. So I think it's super under under talked about topic. So definitely interested on this one. So your background, so you guys CEO of better way health, you guys sell supplements, right. But I know you have a big focus on the customer service aspect of it, right? Reggie (01:44): Absolutely. So we, we really focus in, when I took over the company, we had about 50 different skews and products and we took that down over about a year period to just four products. And now we're up to five. So we're very focused on the products that we carry. Just, we want to be true experts and knowledge of those products. And then we really focus on the customer service side, the customer experience side. I mean, that's one of our core values here at the company is creating amazing customer experiences. And our goal is to get the customer to say, wow, like I've never experienced anything like this before. So we almost backed into that. You were mentioning before about the marketing and the growth and everything because, because the product is such a high quality, we have really high margins that cost a lot of money to make products that are that quality. Reggie (02:35): So I didn't really know any different when I started, I was just thinking, Oh, like everybody pays this much money for supplements. And so there's not a lot of margins to really go out and spin, spin, spin, and like acquire all these new customers. So we really had to focus on keeping the customers that we had. And now I think everybody's playing catch up a little bit as costs of Facebook, customer acquisitions, Google ads, and everything is really rising. People are starting to realize like, Oh, it's so expensive. Now in that space is getting so crowded to acquire new customers. We've got to figure out how to keep the customers that we've acquired. Charlie (03:11): Yeah.

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The Strategies Behind Growth at Teespring (E138)

Chris LamontagneCEO at Teespring Show Notes: Teespring Founded 2011Became CEO of Teespring January 2019350 people now220 people when Chris startedStudy the ecosystemAdjacent macros and sectorsTeams - Are they growth-focused? Sponsors: Drip – Get a free demo of Drip using this coupon code!Spark Shipping – Dropshipping Automation Software Bio: Chris Lamontagne is CEO of e-commerce platform Teespring, the innovative social commerce platform behind Youtube’s Merch Shelf that allows creators to design and sell their highly-customised products online. He is a data-driven, entrepreneurial leader with a breadth of start-up knowledge across high growth environments. Chris began his entrepreneurial journey aged 20 years old, founding a sports-focused brand engagement platform that served top clients like ESPN and O2. In 2009, he was awarded with the title ‘Entrepreneur of the Year’ by The Prince’s Trust. Post a successful exit, aged just 23, he went on to found an all-electric car-sharing business and Hiremarket.com - a marketplace disrupting equipment rental. Links: https://teespring.comhttps://www.linkedin.com/in/chris-lamontagne-a6754b28/ Transcript : Charles (00:00): In this episode of the business. E-Commerce I talked with chase climber about the three KPIs to focus on to grow your eCommerce business. This is a business of eCommerce episode one 31. Charles (00:17): Welcome to the business of eCommerce. The show that helps eCommerce retailers start launch and grow their eCommerce business. I'm your host, Chuck [inaudible] I'm here today with chase climber. Chase is a cofounder of electric eye, an agency that increases sales for eCommerce brands. Chase also hosts honesty, commerce, a weekly podcast, community and educational resource providing online stores owners with honest, actionable advice to increase their sales and grow their business. I asked Jason on the show today to talk about the three KPIs that you should focus on to grow your eCommerce business. So, Hey chase. How are you doing today? Chase (00:53): You know, doing fantastic other than the sump pump exploding. I would talk to that a little bit. Yeah. Charles (00:59): Yeah. You're a landlord as well, right on the side. Chase (01:03): Yeah. And today I learned some pumps can't explode, but we got, we got it. We got it sorted. And you know, I was on time for the podcast. So that's all that matters. Charles (01:12): Good to hear. Well, I appreciate you still making us very good. So one thing is I'd love the topic on what to focus on. Cause I feel like one of the things that happened right, is when you kind of early on, you start kind of growing and you're doing all sorts of different things in the business. But as you start getting a little traction and as, or to start coming in and you start getting customer support, all these different things start happening, your focus gets very diverted very quickly, right? There's you come, right? You're coming here today and there's one of a hundred different things you can do. And they first I think the expression is when you knew you knew new businesses die of starvation. And then as you get running, you kind of, as soon as it takes over, you dive into inner Justin, Justin, basically too much, right? Charles (02:00): We're going to have too many things to deal with. Now you can focus on marketing and customer service, your funnels, like there's just so many different things. And the question of what you should be focusing on at any given day is something I think a lot of people struggle with or just people. The other side of the coin, right? Is they don't struggle what they used to ignore it. Just go about their day and hope for the best and hope that, you know, they use our emails, basically their to do lists, which I don't think is the right strategy. Chase (02:26): No, it's not a great strategy. So you mentioned a keyword there which has traction,

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The 4 Methods of Dropshipping (E140)

Show Notes: Retail ArbitrageInternational DropshippingDomestic DropshippingHybrid Dropshipping Sponsors: Drip – Get a free demo of Drip using this coupon code!Spark Shipping – Dropshipping Automation Software Links: Retail ArbitrageDomestic DropshippingHybrid Dropshipping Transcript: Charles (00:00): In this episode of the Business of eCommerce I talk about the 4 methods of dropshipping. This the Business of eCommerce episode, 140. Charles (00:16): Welcome to the Business of eCommerce. The show that helps eCommerce retailers start launch and grow the eCommerce business. And I want to talk about today, the four different methods of drop shipping. What I realized is talking with different users and different online forums is drop shipping is a very, um, confusing term where a lot of folks seem to have one method in mind. When they're speaking about that method, they usually kind of push that as the, that is the method that is drop shipping. And I think it's kind of helpful to map out these different discreet types of drop shipping. I've kind of mapped out as four different types. The fourth is less common. So I think that's an interesting one to talk about. Well, it's kind of go through each one, go through a pros and cons. Why? I think, you know, each one definitely has its benefits and let's kind of talk about each. Charles (01:05): So number one, and a lot of blogs, we'll talk about this as drop shipping, but retail arbitrage is kind of a niche inside of drop shipping. Today's episode is sponsored by drip, drip. It's a world's first e-commerce CRM and a tool that I personally use for email marketing and automation. Now, if you're running an eCommerce store, you need to have drip to try. And here's why drip offers one-click integrations for both Shopify and Magento. There's robust segmentation, personalization, and revenue dashboards. To give you an overview of how your automation emails are performing. One of my favorite features of drip is the visual workflow builder. It gives you a super easy way to build out your automation world visually and see the entire process. It lets you get started quickly, but also build very complex automation rules. It's powerful, but also easy to learn. Unlike a lot of email tools that offer the same type of automation to get a demo of drip today, you can go head over to drip.com/boe that's drip.com/b O E. Charles (02:03): Now onto the show drop shipping is when you don't take physical whole of the product or for very long sort of thing, it kind of just moving the product, right? So retail as a form of that, what that is is when a product is sold in one place, more than it's being sold in another retail location, a retailer, or the retail arbitrage, or 10, essentially sell on Amazon for a hundred and buy that same product on eBay for $60 when they get that order and Amazon finally buys it for a hundred, they say, grace, they get that shipping address. They go directly to eBay buy the exact same product, put in that, use a shipping address and have it shipped directly there for a hundred, right? So they make that 40 in between minus shipping costs, minus taxes, things like that. So it's very easy to get into. Charles (02:57): And that's one of the biggest benefits, right? Well, most folks are starting off. You might not even have a LLC set up any sort of actual business entity. You could literally do it all within your, um, Amazon account. You can just use a personal account and just start listing products. Super, super, super simple to get into the issue is, well, first one issue is I believe mature the reality here of the terms rather, but I believe it's against the Amazon's terms of service. So it's something that if you start doing it, any sort of scale and people find out, you can get reported, where that happens is a lot of times somebody gets a product and they think they're buying it from XYZ store,