 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 met some of their leadership and they’ve been an Amazon seller since 2008! They know their stuff. They introduce themselves much better than I could at the beginning of the presentation. Show notes: sellersmile.com/031 Show Links Kaspien Support 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Keep Smiling: The E-Commerce Customer Experience Podcast

Ep. 031 - 9 Customer Service Mistakes Amazon Sellers Make & How to Avoid Them (WEBINAR)

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 Screencast on YouTube: Contact Amazon Buyers from Customer Reviews on the Brand Dashboard. Support 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 030 - Contact Amazon Buyers from Customer Reviews on the Brand Dashboard; Resolve Critical Issues and Build Trust

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 Labs and X-Cart and a regular speaker on all-things eCommerce. X-Cart works with more than 38,000 brands that did more than seven billion in sales in 2020. X-Cart is the open code eCommerce platform that is the most flexible, scalable, and affordable solution focused on your business success. Paired with their parent company, Seller Labs, X-Cart is able to provide you with a truly omnichannel approach to help you be where your customers buy. Tyler provides actionable advice and strategies on how to bridge the gap between how consumers behave, how digital commerce works, and how brands perceive themselves. You can learn more about X-Cart and Tyler on LinkedIn. Show notes: sellersmile.com/029 Show Links Tyler on LinkedIn X-Cart Seller Labs Support 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 029 - X-Cart & Tyler Henderson; Customer Experience Spotlight

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. Michael and Tygh review Amazon’s full update and annotate with their thoughts and comments along the way. Show notes: sellersmile.com/028 Want to support 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 028 - Amazon Communication Guidelines Update (November 2020)

“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. :) Have an inquiry related to the podcast?! >>> Email us: keepsmiling@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 027 - Shopify + Walmart Partnership and eCommerce Marketplace Expansion

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 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 026 - Top 5 Lessons Learned from COVID-19

(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 from 3/17/20 here: sellersmile.com/024 Show notes: sellersmile.com/025 Want to support 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 025 - COVID-19 Update: FBM Tips and Amazon, eBay, and Walmart Announcements (3-27-20)

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 wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast? >>> Email us: keepsmiling@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 024 - COVID-19 and Strategies for Amazon and Online Customer Service (3-17-20)

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 support 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@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 023 - Changes to Amazon Product Reviews + Customer Service Rating (beta)

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 thank you. :) Do you have an inquiry related to the podcast? >>> Email us: keepsmiling@sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team.

Ep. 022 - 1 Million on Shopify + Amazon "Request a Review" Button + Missing Customer Data in Seller Central

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

Ep. 021 - 2019 Amazon Holiday Guide Review

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

Ep. 020 - Amazon Brand Messaging Pilot Program Preview

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 “A+ Content.” (23:22) Show notes: www.sellersmile.com/019 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Do you have an inquiry related to the podcast? >>> Email us!: keepsmiling@sellersmile.com. This show is produced by SellerSmile, “Your e-commerce customer service team.”  

Ep. 019 - FBA Repackaging, Shopify Chat, and the New A+ Content: E-Commerce Customer Service Roundup (9/24/19)

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 making applies in the business world and to e-commerce merchants. Show notes: www.sellersmile.com/018 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. ? Do you have an inquiry related to the podcast?? >>> Email us!: keepsmiling@sellersmile.com. This show is produced by SellerSmile, “Your e-commerce customer service team.”

Ep. 018 - CX Spotlight with Dr. Ryan Hamilton of Emory University

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 positive and empathetic attitudes can play a key role in connecting with your customers.   Shannon is the founder of Marketplace Seller Courses, online courses, resources and tools for Brands selling on Amazon. Shannon has worked with over 85 brands, manufacturers and private labels to set up, optimize and launch their products on Amazon. The course was built on seven years of Amazon consulting knowledge that helped launch over 23 #1 New Releases, four #1 Best Sellers and 29 Amazon Choice products. Show notes: www.sellersmile.com/017 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. ? Do you have an inquiry related to the podcast?? >>> Email us!: keepsmiling@sellersmile.com. This show is produced by SellerSmile, “Your e-commerce customer service team.” 

Ep. 017 - Create Emotional Connections with Your Customers with Shannon Roddy

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! :) Do you appreciate the show? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Do you have an inquiry related to the podcast? >>> Email us: keepsmiling (at) sellersmile.com.

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Keep Smiling: The E-Commerce Customer Experience Podcast

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