2009-12-19T05:28:52Zhttp://www.self-distribution.com/article65.htmPutting the Customer Q Link on your websitejc2009-12-19T05:28:52Z2008-09-19T06:58:22ZJC,
Could we get step by step instructions on how to add this link on the Store page? In the Custom Footer box, I wrote:
DVD Customer Service Questions?
Neoflix Customer Q
[url]http://www.customerq.com/index.php?a=add[/url]
Wasn't sure how to add hyperlink here. Actually, this should be on the Store, Cart and Checkout page by default.http://www.self-distribution.com/article89.htmFree Barcode Generatorjc2009-11-24T06:05:52Z2009-11-24T06:05:52ZThis is a nice online free software that we and many clients use to generate the actual barcode image (placed on the back of the DVD coversheet) after you receive the barcode numbers. Most US retail products use UPC-A symbology. You can generate jpg or png image and put in into your Photoshop, Illustrator artwork file.
[url=http://www.barcoding.com/upc]Free Barcode Generator with Multiple Formats[/url]http://www.self-distribution.com/article88.htmTransaction mails problemeumagine2009-11-24T06:03:08Z2009-11-18T02:11:56ZYes, this problem was reported on 11/18, and was fixed for most affiliates by 11/19. Are you still receiving email?http://www.self-distribution.com/article87.htmNeoflix Client Service - Tiers A & Bjc2009-09-02T08:52:48Z2009-09-02T08:52:48ZDear Clients,
I am writing you to announce planned changes to our services and terms of operation. Like other companies, Neoflix responded to the challenging business and economic environment earlier this year by cutting costs. We reduced Neoflix staff levels to narrow the budget gap. However, these reductions caused our customer service and accounting response time to elongate. Despite trying to “make it work” for the last few months, we have found that having a small staff requires us to change the service.
More fundamentally, we have also found that the initial business model we created for Neoflix—transaction and fulfillment—does not provide enough revenues to support basic operations despite the growth in client base. Currently, the Neoflix service is in the “red” at approximately $10,000 per month, despite the staff reduction implemented in Q1. We are funding this loss with other services that Magic Rock offer, and plan to do so with the expectation that this situation will correct itself by Q2 2010. The explanation why Neoflix has not achieved break-even is straight-forward. Soon after launching the service in 2007, we noticed a recurring pattern afflicting clients: initial sales jump followed by sharp drops, and generally clients do not sustain sales levels after a few months.
This rising and falling sales pattern meant Neoflix needs to continuously replace its client base every 4-6 month as each new client runs through their sales cycle. However, the customer support demands on Neoflix increase as we have an ever-growing base of clients with smaller & smaller sales. These clients still need customer service support as well as account reconciliation each month. In May we conducted an internal audit of all client sales history and discovered that the top twenty-five (25) clients (ranked in terms of online sales dollar) generated about 86% of all sales volume on Neoflix. The top forty (40) clients accounted for 90% of all says. That means the remaining 150 clients account for only 14% of all sales.
The universality of this issue—sales sustainability over time—has spurred us to investigate the marketing and sales strategies for self-distribution. The answer was quickly discovered and simple: To sell more DVDs, clients needed ways to reach more people, institutions, and/or retail outlets. So we decided to invest more resources into Neoflix to help with marketing outreach, and at the same time change the way we provide the service so we can sustain future growth. Lets discuss the operational changes first.
Operational Changes: A “Two-Tier” Service Level
We are creating a “Two-Tier” service level for Neoflix starting September 1, 2009. Here is how we came to this conclusion. After reviewing the May audit data extensively and consulting with several clients, I decided to change Neoflix to classify the needs of clients by sales volume. First of all, let me be clear that we are not abandoning clients with low sales; we are not pursuing the 80/20 rule. We welcome all clients to use the service. However, for the clients that have more active DVD sales, we want to make sure appropriate resources are directed towards them. This change is intended to improve the response time for two operation areas:
(1) Client service response time
(2) Timely reporting for accounting
The 2-Tier system classifies clients by sales volume as follows:
Tier A – aggregated sales below $600 per month
Tier B – aggregated sales above $600 per month
(On January 1st and July 1st of each year we will look at each client’s sales history for the prior 6 months to obtain the average monthly sales volume. )
Customer Support and Accounting. “Tier A” clients will be able to reach us by email and support.magicrock.com and they will receive their accounting reports and payments on a QUARTERLY basis. “Tier B” clients may reach us by email, support.magicrock.com and the phone and they will receive their payments on a MONTHLY basis
See Below:
Level Tier A
Accounting Reporting* Quarterly
Monthly Fees $25
Contact Method Email: [email]tiera@magicrock.com[/email] or www.support.magicrock.com
Response Turnaround 1 to 3 Business Days
Manufacturing Discount 10%
Client Requested Shipping No
Marketing Programs All
Amazon One Time Setup Fee $25
Level Tier B
Accounting Reporting* Monthly
Monthly Fees $35
Contact Method Phone or Email: [email]tierb@magicrock.com[/email] or www.support.magicrock.com
Response Turnaround 24 Business Hours
Manufacturing Discount 10%
Client Requested Shipping Yes, up to 5 requests per month
Marketing Programs All
Amazon One TimeSetup Fee Free
*For those clients that wish to receive Transaction Summary Reports and reconciliation checks on a monthly basis but do not meet the minimum sales requirements they can request a report each month, 7 calendar days before the end of the month. A fee of $25 is applicable per request.
Accounting Schedule. Starting September 1, 2009, the following accounting schedule will apply. Tier A clients will receive Transaction Summary Reports and checks quarterly, approximately four weeks after the close of a quarter (March, June, September, December). Tier B clients below can expect to receive their reports about four weeks after the close of each month.
Tier A
August Report October 30, 2009
September Report October 30, 2009
October Report January 31, 2010
November Report January 31, 2010
December Report January 31, 2010
January Report April 30, 2010
Tier B
August Report September 20, 2009
September Report October 20, 2009
October Report November 20, 2009
November Report December 20, 2009
December Report January 20, 2010
January Report February 20, 2010
*For Tier A clients, July/Aug/Sept reconciliation will be on October 30th.
Start Date. Each client will be notified in a separate email as to their level of service by August 31, 2009.
Acceptance. After receiving your notification on Tier A or B status, you need to do nothing further. If you are a Tier A client and have reservations, I would urge you to first try it for a quarter or two, and then decide. We reduced the monthly fees for the service, and there is the opportunity to participate in the new marketing programs to increase your sales.
New Clients will be on Tier B for the first six months of service with their sales volume being evaluated at the end of that time. If you are a new client who signed-up with Neoflix within the last four months, and do not wish to accept the new arrangement, we will refund your $238 sign-up fees completely and provide you a 30-day window to arrange a transfer of inventory.
New Marketing Programs Aimed at Libraries, Institutions, Consumers
We are excited to announce the creation of some new sales channel programs for clients. Since our goal is to achieve financial stability by helping clients sell more products over a longer time period, we have and are creating new software applications, marketing services and experimenting with sales channels. In the short term, these efforts will widen the budgetary gap, but for the long term we believe this is the only way forward. Here are our near term initiatives.
Public and High School Libraries. As many of you know, we had created a website called Library Orders in Q4 2008 as part of a marketing program to reach the twelve to fifteen thousand public and high school libraries across the country. The project was placed on hold earlier this year as part of the budget cut. We are now re-launching the program this month, using a direct mail campaign. Clients who are interested should contact Ginny for more information
Academic and Educational Institutions. In conjunction with several clients who have expressed a desire to self-market their educational sales, we will be launching an institutional mailing campaign service starting in October. This service intends to aggregate films from clients with similar topics/themes and run e-mail or direct-mail campaigns to appropriate departments in academic institutions. The sharing of resources—in this case the mailing list buy—between clients, and Neoflix contributing by running the program, means that clients can reduce marketing expenses AND reach many more targets than before.
Direct to Consumer Internet Affiliate Marketing. Earlier this year, we ran an experiment to market some of our clients directly to consumers by using an Internet affiliate marketing program. The affiliate marketing approach was intended to increase exposure and awareness without paying upfront advertising, and instead, pay the affiliates a commission. We created a website called Cinema Indie (www.cinemaindie.com) and asked some of our clients to volunteer. We learned that affiliates are not interested in making a $4 commission in a $20 sale; they are interested in making a $16 commission on an $80 sale. We are re-tooling the program currently to test a higher price box-set concept.
All Neoflix channel marketing programs will be open to both Tier A and Tier B clients, and are on an “opt-in” basis. We will not enroll a film into any program unless a client agrees/opt-in.
Summary
In summary, by making these structural changes to Neoflix, we are hopeful that they will allow us to continue to provide the service effectively to a growing client base. It has been a long road to grow this service to this point, and I am hopeful that with your help, the dedication of the small but energetic staff we have, we can get through this tough period with a much better service with a brighter future ahead.
Sincerely,
--JC
John H. Chang
CEOhttp://www.self-distribution.com/article79.htmAdding Customer Service Support Link to Your Websitejc2009-08-03T09:39:03Z2008-11-07T12:19:08Z:(
Guys, it took waaay too long to find this today!! There's some good in the redo of the website; but navigating it is a nightmare!!
[email]Anabel@dhammabrothers.com[/email]http://www.self-distribution.com/article86.htmHow Amazon Uses Data/Search TermsJay Wong2009-01-15T01:10:29Z2009-01-15T01:10:29ZSome clients have inquired about more control relating to how their product is being "associated." Currently, Amazon uses customer data on their website to determine which and how your product is associated with other products.
On most product pages, you will see features such as:
"--% of customers who visit this page buys the product."
"--% of customers who clicked this product from searching."
"--% of customers who clicked this product from another listing."
These are determined by the "meta-data" (data of data) that Amazon acquires through customer use.
1. Customers can "tag" your product to a search term:
If customers feel that they can expand on the "search terms" (terms that lead to your product when entered into the search field) of your product, they can add a term to associate it with your product. Amazon also shows you how many users tagged the terms.
2. "What Do Customers Ultimately Buy After Viewing This Item?"
This shows the top 4 items customers buy after viewing your product page.
3. "Customers who bought this item also bought.."
This shows all related products customers buy after buying your item, or with your item.
4. How does Amazon determine the placement of your item when a related search term is searched?
Amazon determines this with various different meta datas:
a. How many times customers clicked your item when searching with that term
a1. How many times customers bought your item after searching for it.
b. How well it sells, and how well it sells within the item's respective category/genre.
c. How "active" users are on your product page (tagging searched, reviewing item, adding your item to their personal lists/wish lists)
d. Who buys your item in relation to items in the same category.
You can make your product's page more efficient by:
Adding more relevant search terms. Be sure to be specific in your terms.
Making sure to avoid "dead" words like school, team, institution. These words are not only too broad, but too many products use them.
Anticipate what users will search for when looking for your product, and adding that as a search term.
If you want a higher chance or having your item "associated" with another, hot-buy item; be sure to add the search terms related to that film also.http://www.self-distribution.com/article85.htmgoogle adwords conversionjohncorey2009-01-08T09:36:37Z2009-01-08T09:36:37ZIn the marketing section of my account, there is a category for google adwords conversion code. How does this work?http://www.self-distribution.com/article84.htmBulk pricingBonnie2008-12-29T05:17:00Z2008-12-29T05:17:00ZWhat is standard discount for bulk sales?
Any feedback would be most appreciated.
Thanks,
Bonniehttp://www.self-distribution.com/article83.htmQuestions and asnwers about Neoflix from a possible clientjc2008-12-20T03:31:28Z2008-11-29T08:40:16ZThis kind of Q & F format is very useful! Thanks
- Mitch Teplitsky (http://www.soyandina.com)http://www.self-distribution.com/article82.htmEditing or deleting couponsMTeplitsky2008-11-29T09:08:07Z2008-11-25T08:38:21ZOK, got it. Thanks for clear response. It's easy enough (and recomended, I realize) to name and date a coupon/campaign.