Managing Ecommerce Customer Service

🧪 How To Drive Product Decisions When Data Disagrees? With practical techniques on how to triangulate and reconcile data. Discovered via Stéphanie Walter ↓ 🤔 Data always tells a story — but it’s never just a single story. ✅ Quantitative data ← What/When: behavior patterns at scale. ✅ Qualitative data ← Why/How: user needs and motivations. ↳ Quant usually comes from analytics, surveys, experiments. ↳ Qual comes from tests, observations, open-ended surveys. 🚫 When data disagrees, it doesn’t mean that either is wrong. ✅ Different perspectives reveal different parts of a bigger story. ✅ Usually it means that there is a missing piece of the puzzle. ✅ Reconcile data: track what’s missing, omitted or overlooked. ✅ Triangulate: cross-validate data with mixed-method research. 🚫 Teams often overestimate the weight of big numbers (qual). 🚫 Designers often overestimate what people say and do (quant). ✅ Establish quality thresholds for UX research (size, sample). ✅ Find new sources: marketing, support, customer success. ✅ Find pairings of qual/quant streams, then map them together. People tend to believe what they want to believe. This goes for personal decisions, but also for any conducted research. If it shows the value of a decision already made, there will be people embracing it at full swing and carrying it forward fiercely, despite obvious blunders and weak spots. And sometimes, once a decision has been made, people find a way to frame insights from the past into their new narrative, inflating value of their initiatives. The best thing you can do is to establish well-defined thresholds for research — from confidence intervals (95%) and margin of error (<5%) to selecting user profiles and types of research. Risk-averse teams tend to overestimate the weight of big numbers in quantitative research. Users tend to exaggerate the frequency and severity of issues that are critical for them. So as Archana Shah noted, designers get carried away by users’ confident responses and potentially exaggerate issues, sometimes even the wrong ones. Raise a red flag once you notice decisions made on poor research, or hasted conclusions drawn from good research. We need both qual and quant — but we need both to be reliable. And: it’s not that one is always more reliable than another — they just tell different parts of a whole story that isn’t completed yet. Useful resources: What To Do When Data Disagrees, by Archana Shah https://lnkd.in/ejt2E-Cc Mixed-Method UX Research, by Raschin Fatemi https://lnkd.in/eb3xsQ-B A Step-by-Step Framework For Mixed-Method Research, by Jeremy Williams https://lnkd.in/eUpbf5uZ [continues in the comments ↓] #ux #research

What's a lesser-known way of building psychological safety in your team? As a leadership consultant with SeraphCorp Institute, a leadership consulting firm, there is one skill, I realise, that many leaders struggle with. Regardless of their seniority or experience. The thing is, this one skill is probably also a lesser-known way of building psychological safety in our teams. And the leadership skill is... ✨ Giving negative feedback well. ✨ I qualify 'well' because most leaders I've met can give negative feedback-- the frown on our faces, the furrowed brows, the irritation in our voices. These little expressions signal to our teams that they didn't quite nail it. Didn't quite meet the mark. But then what often happens is that our team members are left to figure it out for themselves. Figure out why they didn't get the performance grade they thought they were going to get. Figure out why they were dropped from the team. Figure out what they did wrong and what they can do about it. I suspect that part of the reason for this is that us leaders, don't really like to be the bad guys. 😎 It's hard to tell someone that they didn't do well. It's scary to manage the emotions that will follow-- will they be angry/cry/be upset? So here's my suggestion on how to give negative feedback that will build psychological safety: 🚀 Be as specific as possible. What didn't go well? When? Why? e.g. This proposal for Client A was not well done. The client specifically asked for X, and you proposed Y. And the proposal was not proofread. 🚀 Hear from the team member. Because he/she probably has some thoughts about this piece of work too. e.g. Tell me more about your experience on this project. I'd like to hear your thoughts on how you think you did. 🚀 Be clear about the consequences and communicate it across to the team member. e.g. I will need to drop you from the team for this particular project because your being late constantly negatively impacted the team morale. This might have an impact on your performance rating this year because team work is one of our core values. 🚀 What follow up action/s are you expecting? e.g. Let's talk about what exactly you can do about this. On my part, I need you to work on being meticulous and careful. Please proofread every page of the document before it goes out to the client. 🚀 Check back in to close the loop e.g. Let's meet again to speak about this in 3 weeks. Keep me updated on your progress meanwhile. The truth is that by giving negative feedback clearly, fairly, and with the 'what to do next', we build our team members' trust in us. We take away the guesswork, the 'intrigue.' Our team members can focus on the work instead of trying to read us. It's bitter medicine but it's great for the team. My dear LinkedIn friends, what do you think? Does giving negative feedback well build psychological safety? #gracejmlam #seraphcorp #leadership #leadershipcoaching #futureskills

All eCommerce retail businesses complain about the cost of returns, yet almost none have introduced anything even remotely innovative to try and solve the problem. In this example, Amazon, as always leading the way, uses data from: a) Myself and the sizes of a particular product (footwear) that I have bought in the past. b) Other customers and their feedback on this product, specifically whether the size is true to size or tends to be smaller or larger. Using this data, it can then recommend the size that I should buy. I am actually a size 8.5 so I often struggle with this when the manufacturer doesn't make half sizes. Should I buy 8 or 9 OR... buy both and send one back! This recommendation is telling me that I am probably better off with the size 9, and I am pretty trusting of this information, so I'm willing to only purchase one pair. #cro #experimentation #ecommerce #digitalmarketing #ux #userexperience #retail

"Can you believe they completely ignored our feedback?" The prospective client's voice was filled with frustration. "It feels like they've forgotten we exist." This was more than just a complaint— and I knew right then that something had to change. We often talk about customer centricity, but how often do we truly reflect on what it means? My career started in a call center, where the customer was everything. Every call and every interaction was a reminder that the customer wasn't just a part of the business—they were the reason for it. As I've grown in my career, this mindset of "client first" has stayed with me. But hearing this client's dissatisfaction made me pause and ask: Are we really putting the customer first in everything we do? In the rush of targets, processes, and metrics, it's easy to lose sight of the customer. But when we do, the consequences are real—disconnected relationships, unmet expectations, and ultimately, lost trust. So, how can we ensure that customer centricity isn't just a buzzword but a guiding principle in our work? Here's what you can consider: 👉🏻 Listen, Really Listen: Take the time to understand your customers' pain points. What are they unhappy about? What's missing in their current experience? Truly listening can reveal insights that lead to better solutions. 👉🏻 Be Proactive, Not Reactive: Waiting for a problem to escalate is not the way to go. Anticipate your customers' needs and address potential issues before they become real concerns. This proactive approach not only prevents issues but also shows that you're not just meeting expectations—you're exceeding them. 👉🏻 Personalize Your Approach: Customers appreciate when you remember the little things. Whether it's recalling past interactions or tailoring your service to their specific needs, personalization makes a huge difference in how valued they feel. 👉🏻 Collaborate, Don't Dictate: Work with your customers, not just for them. Involve them in the process, seek their input, and make them feel like true partners. This collaboration builds trust and fosters long-term relationships. 👉🏻 Reflect and Improve: After every interaction, take a moment to reflect. What went well? What could be improved? Continuous reflection ensures that you're always aligning your work with your customers' evolving needs. Have you ever had a moment where a customer's feedback made you stop and think? I'd love to hear your experiences and any tips you have for staying customer-centric. #CustomerCentricity #ClientFirst #CustomerExperience

While drafting an email to apologise to a customer for a poor brand experience early in to my first job, I was taught a valuable lesson - on how to do it sincerely. My manager made me cut down on a lot of text and begin by simply saying - “We are sorry” Not “We are sorry, if it was in inconvenience...” or “We are sorry if you felt…” Not “We are sorry, but be assured..” or “We are sorry, but this was not in control..” An apology recipe (if that was a real thing) would look something like this: 1) Say you're sorry. Not that you ‘regret’ or are ‘devastated’ 2) Say what it is that you're apologising for. 3) Show you understand the effect of your actions. 4) Don’t make excuses, but offer an explanation. 5) Say why it won't happen again (steps you are taking). 6) Offer to fix (in any way you can) what’s broken There's something very powerful about receiving or giving a heartfelt, genuine apology - true for people, and true for brands. And when brands think and act like people who simply want to do the right thing, they make all the right noises :)

The Apology Email That Saves Your Reputation (Not Ruins It!) We all make mistakes. A missed deadline. A miscommunication. A decision that backfires. And when that happens, you need to send an apology email. But here’s the thing—a bad apology can make things worse. A well-crafted one? It can actually build trust and credibility. Here’s how to write an apology email like a true leader: 🚫 DON’T: Send a vague, robotic apology. ❌ “Sorry for the inconvenience.” (Sounds impersonal and dismissive.) ✅ DO: Take responsibility. ✔ “I take full responsibility for the delay in sending the report. I understand this may have impacted your team’s schedule.” 🚫 DON’T: Make excuses or shift blame. ❌ “The team was overloaded, so this slipped through.” (Excuses weaken your credibility.) ✅ DO: Show empathy and acknowledge the impact. ✔ “I completely understand how this may have caused frustration, and I regret the oversight.” 🚫 DON’T: Just say ‘sorry’ and move on. ❌ “Apologies. Let’s move forward.” ✅ DO: Offer a clear solution. ✔ “To ensure this doesn’t happen again, I’ve implemented a system where all reports will be reviewed 24 hours in advance.” 🚫 DON’T: End with a weak closing. ❌ “Hope this is okay. Let me know.” ✅ DO: Close with confidence and gratitude. ✔ “I appreciate your patience and trust. Please let me know if there’s anything I can do to make things right.” 💡 A true leader’s apology isn’t just about saying ‘sorry’—it’s about owning the mistake, making amends, and rebuilding trust. How do you handle professional apologies? Let’s discuss in the comments! #Leadership #ExecutivePresence #CrisisCommunication #SoftSkills #ProfessionalGrowth

Stakeholders often focus on “how many” when presented qualitative research. Which is the wrong question to ask. Qualitative is about understanding the H (human) in HCI. The goal is to understand why they behave like that. When presenting research results: focus on showing clear patterns, supporting findings with evidence like quotes or observations, and connecting everything back to user behaviors and business goals, not sample sizes. Also, combine qualitative with quantitative to explain the what and the why. For example: - Quantitative shows what's happening: 72% abandon the goal-setting flow at account connection. - Qualitative reveals why: Users worry about security, are confused about account selection, and fear they can't reverse connections. - The powerful combination: "Our drop-off problem stems from specific trust concerns and mental model mismatches. By redesigning to address these specific issues, we can reduce the 72% abandonment rate." Beyond Numbers: How to Properly Evaluate Qualitative UX Research (9min) By Dr Maria Panagiotidi https://lnkd.in/gbqRneY4

𝐀𝐩𝐨𝐥𝐨𝐠𝐢𝐬𝐢𝐧𝐠 𝐢𝐬 𝐚𝐛𝐨𝐮𝐭 𝐫𝐞𝐩𝐚𝐢𝐫𝐢𝐧𝐠, 𝐧𝐨𝐭 𝐝𝐞𝐟𝐞𝐧𝐝𝐢𝐧𝐠. Many struggle with apologising because they see it as a loss, when in reality, it is a sign of strength. A sincere apology rebuilds trust, strengthens connections, and shows emotional intelligence. The biggest mistake? Apologising with excuses. ❌ "𝐈 𝐚𝐦 𝐬𝐨𝐫𝐫𝐲, 𝐛𝐮𝐭 𝐲𝐨𝐮 𝐭𝐨𝐨𝐤 𝐢𝐭 𝐭𝐡𝐞 𝐰𝐫𝐨𝐧𝐠 𝐰𝐚𝐲." ✔️ "𝐈 𝐚𝐦 𝐬𝐨𝐫𝐫𝐲 𝐟𝐨𝐫 𝐡𝐨𝐰 𝐦𝐲 𝐰𝐨𝐫𝐝𝐬 𝐜𝐚𝐦𝐞 𝐚𝐜𝐫𝐨𝐬𝐬—𝐈 𝐬𝐡𝐨𝐮𝐥𝐝 𝐡𝐚𝐯𝐞 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐞𝐝 𝐛𝐞𝐭𝐭𝐞𝐫." One shifts blame. The other takes responsibility. A strong apology includes three things: 𝟏. 𝐀𝐜𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞𝐦𝐞𝐧𝐭 – Recognising the impact of your actions. 𝟐. 𝐑𝐞𝐦𝐨𝐫𝐬𝐞 – Expressing regret without conditions or justifications. 𝟑. 𝐂𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 – Taking steps to do better moving forward. Apologising is about empathy, not ego. It is about choosing growth over pride and connection over being right. The ability to say, "𝐈 𝐰𝐚𝐬 𝐰𝐫𝐨𝐧𝐠, 𝐚𝐧𝐝 𝐈 𝐰𝐢𝐥𝐥 𝐝𝐨 𝐛𝐞𝐭𝐭𝐞𝐫," is what makes a leader truly strong. Picture Credits: @milanicreative #leadership #mindset #growth #motivation #inspiration

Ever felt that your apologies fall flat, leaving things unresolved? 😬 Over the years, I've learned that a sincere apology goes beyond just saying "I'm sorry." Research by Dr. Gary Chapman and Dr. Jennifer Thomas emphasizes understanding the five languages of apology, which is crucial at work. Mastering this can effectively mend professional relationships. Last month, I had a situation with a long-term client who felt undervalued due to a miscommunication on our end. Here’s how I managed to turn things around using these 3 tips: Acknowledge the Impact I took the time to understand and articulate how our actions affected them. Expressing empathy was crucial.  (My words: "I realize our actions made you feel undervalued. I’m truly sorry for that.") Take Responsibility   I avoided excuses and took full ownership of our mistake. Research from Ohio State University indicates that taking responsibility is key to an effective apology.  (What I said: "I was wrong to interrupt you during our meeting, and it was disrespectful.") Offer to Make Amends I showed my commitment to correcting the mistake and preventing it from happening again. This step was essential for rebuilding trust.  (Words: "I want to make it right. How can I support you moving forward?") By following these steps, not only did I manage to retain the client, but I also strengthened our relationship. --- What about you? Ready to master the art of a sincere apology and strengthen your professional relationships? Share your thoughts or experiences in the comments below! P.S. Don't forget to repost this for your network ♻️ Thank you! #theBEschool #Communication #ProfessionalDevelopment #PritsZav #Relationships LinkedIn LinkedIn Guide to Creating

Client objections used to terrify me. Now?  They're my favourite part of the conversation as I learned to navigate them. So here are my 5 way in which I turn my client objections into opportunities: 1️⃣ Listen Actively Example → If a client says, “I’m not sure about your pricing,” don’t jump into defending it. Instead, respond with: “I understand your concern. Could you share what specific aspects you feel unsure about?” This shows you’re genuinely interested in their point of view and want to address their concern. 2️⃣ Understand the Real Issue Example → A client might say, “This service doesn’t fit my needs,” but the real issue could be a misunderstanding of the service itself. Respond with: “Can you share more about what you’re looking for? I want to make sure I fully understand your needs.” By probing deeper, you uncover the true reason behind their objection. 3️⃣ Acknowledge Their Concerns Example → If a client says, “I’m worried about the timeline,” acknowledge it by saying: “I completely understand. Timelines are crucial, and I want to make sure we meet your expectations.” This validation makes them feel heard and reassured. 4️⃣ Provide Clear Solutions Example → If a client is concerned about delivery time, respond with: “What if we adjust the schedule by two days to ensure everything meets your quality standards? Does that work for you?” Offering a tangible solution shows you’re proactive and willing to adapt to their needs. 5️⃣ Follow Up Example → After resolving a pricing concern, send a message saying: “I just wanted to check in and make sure you’re feeling comfortable with the revised pricing we discussed. Please let me know if there’s anything else I can assist with.” This builds trust and shows you care about their long-term satisfaction. By applying these approaches, you can also handle objections effectively and build lasting client relationships. #clientrelationship #clientsatisfaction #personalbrandingstrategist