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So you're ready to ship internationally—congratulations! There's nothing like the feeling of expanding your business and reaching new customers worldwide. But navigating international shipping can be daunting, especially for small businesses.
Enter DHL Exclusive Small Business Concierge, a first-class shipping experience specifically tailored to the needs of small businesses. Our concierge service is designed to make international shipping easy and stress-free so you can focus on what you do best – growing.
Your first 60 days–it's not just business; it's personal, too
When you create a shipping account with DHL, for the first 60 days, you're part of our Exclusive Small Business Concierge service. It's like having a shipping expert at your fingertips, ready to help you navigate the world of cross border shipping, account setup, and tips and tricks so your package can go around the world, reaching its destination, worry-free.
In the weeks that follow, our concierge will be available to help guide you through:
● Proactive Monitoring: Ensure your first shipment arrives at its destination on time.
● E-Billing Setup: Help you facilitate the setup of your billing information online.
● Customs Declaration: Offer insights into customs requirements, commercial invoices, and shipping practices essential for international shipping.
● Ongoing Assistance: Order supplies, set up a regular pickup, or support with any shipping-related questions or concerns.
Going and growing global with DHL
The Exclusive Small Business Concierge by DHL supports small business growth and success. Our goal is simple: we provide entrepreneurs, like you with the insights, support, and tools needed for a smooth transition into the global market.
Ready to go global? Get in touch today!
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Xenia started her career as an investment banker. But when she was sick of wearing uncomfortable, non-durable tights, she pivoted her career to launch Threads – a brand that offers high quality, sustainable and affordable tights, and hosiery.
As the world comes together to celebrate International Women's Month, DHL wants to shine a spotlight on extraordinary women who have made remarkable strides in their respective fields. Among them is Xenia Chen, the inspiring founder of Threads and one of the winners of our SME Discover Your Next Contest in 2022. Today, we celebrate Xenia's accomplishments and highlight the innovative impact of Threads in the fashion industry.
How did Threads start?
In 2018, Xenia was working in the financial services industry at the time and would go through a lot of hosiery with work wardrobe. She was getting fed up with the number of tights she was going through in a month, because of rips and pulls in the material. Xenia found that she was either spending $10 at the drugstore for a pair that sucked or spending $60 on a pair that was comfortable and luxurious, but still had some sort of shelf life before it rips or wears out. She noticed her female coworkers were also experiencing the same frustrations when it came to their tights, whether it was about comfort or how much money they were spending. And that’s when Threads was born, the experience motivated her to start doing her own research into the hosiery industry, where she learned there were virtually no companies out there who were making tights with women in mind.
Threads was created to be different in both design and affordability. They work directly with their factory in Italy, where they can cut out the middleman, so women can get luxury tights at the fraction of the price. It was important to Xenia that women had access to affordable and high-quality tights, seeing how they are a fundamental staple to women’s workwear.
Threads’ greatest challenge and success so far in the journey
Like many other small businesses, the most significant challenge (and accomplishment) for Threads was navigating the impact of COVID-19 in 2020. Operating as a young business in an industry reliant on people dressing up, whether for outings or work, posed considerable difficulties. Xenia expresses gratitude that Threads successfully re-strategized on the fly, nurtured existing customers, identified new and unexpected customer groups, launched new products, and ultimately made it through the challenging year with the entire team intact, while also establishing a new business line. A true testament that sometimes, the best ideas can come out of times of incredible challenge.
Threads' achievements include significant media coverage from outlets such as the Today show, Fashion magazine, and Good Housekeeping. This recognition is attributed, in part, to the company's gender-inclusive policy, making Threads a popular choice within the drag and crossdressing communities, setting it apart from competitors. The brand has further diversified its product line with the introduction of fly-contour tights designed for men. Additionally, Threads has expanded its distribution network, now offering its products not only online but also in small independent clothing shops.
Xenia’s advice for aspiring entrepreneurs
“Just start! If you’ve been dreaming up something for awhile, start working on the idea now. There will never be a “perfect time” to start a business. This doesn’t mean you need to quit your full-time job – just start working on it on the weekends or at night (that’s what I did with Threads for the first year). Taking the first step is often the hardest step but also the most important! Lastly, failure is not the opposite of success: it’s a stepping stone to success.”
Learn more about Xenia and Threads at ca.yourthreads.co or on Instagram at @threads.co
My love for candles began in my early 20s; I’d always loved their beautiful smells that filled my room and their glowing ambiance. I remember I couldn’t wait to move out of my parent’s house and go to University, just so I could finally decorate my own place. The Bohemian style of decor was very popular at the time – crafted candles and earthy smells were a must-have to create a natural and cozy atmosphere. They say that your 20s are about self-discovery. You try out different paths, interests and styles, with every year of getting older also getting to know yourself deeper and closer to your authentic self. It’s our way of finding your life’s purpose – and I found mine through candle making.
In my undergrad, I studied Kinesiology. Early on in my schooling, I wasn’t sure what I wanted to do, but chose the degree based on my interests in sports and healthcare. I come from a family of healthcare professionals, so I always assumed that I’d end up working in that field as well. My parents taught me that a meaningful job is one where you can help others, and that’s what started me on my journey.
By the end of my degree, I had gained a lot of experience in sport therapy, exercise, rehabilitation, biology, etc., but the area that I became most passionate about was adaptations and accommodations for disabled people. I only had one class in my entire four-year degree that taught me about this, but when I took the class, I jumped at the opportunity to do a practicum with the Special Olympics and volunteered to facilitate a pool therapy program for a teen with Cerebral Palsy. That semester, I built a strong bond with the teen and his mother and we decided to keep swimming after my work experience contract was complete.
I was hired to swim once a week for 6-8 months of the year, and sometimes I visited their home to do some on-land therapy and stretching. We did this for 7 years, until he turned 20. Being a part of this family’s life and witnessing their dedication to making sure their son lived a full and rich life was a life-changing experience for me. In all the beautiful moments, I also saw the really hard ones: the exhaustion from medical visits, the back-and-forth for funding support, and the struggles of raising a child with a disability in a world that does not offer equal opportunities. This really opened my eyes to how hard this world can be for people living with disabilities, and their families, and it sparked my desire to find a career where I can help this community.
Milk Jar was not my first attempt at a job with my new-found passion. My original plan was to get my master’s degree in Occupational Therapy. Unfortunately, it was a competitive program and I wasn’t accepted. I was disappointed, but I still wouldn’t have traded those evenings in and out with friends for a few extra days of studying. I’m a strong advocate for living life to its fullest, so I have no regrets – and everything happens for a reason! Enter Milk Jar.
The idea of creating Milk Jar came to me, about four years after finishing school, during a time when I was feeling quite lost. I had worked a couple jobs that I cared very much about, but none of them made me feel like I was making the impact that I knew I was capable of. I was making candles in my home as a way to experiment with soy wax when I learned that burning common paraffin wax candles released carcinogens and soot into the air that could cause respiratory issues and other health concerns.
I mentioned before I loved burning candles and had them in every room in my home. Because of my family and background in Kinesiology, choosing healthy lifestyle options has always been important to me. I could’ve just started purchasing other candles made with natural waxes, but it seemed easy enough to make myself – and more fun! I quickly learned that it wasn’t that easy, but I enjoyed the process of learning how to blend fragrances, vessels, waxes, and wicks. And my favourite piece to candle making? Developing scents that capture a memory, place or feeling.
After a year of making candles and also feeling like I wasn’t connected to the disability community that I cared so much about, I decided in April 2016 that I’d start a business selling my candles that donated a portion of its profits to organizations that were doing amazing work that. I launched Milk Jar that November and reached out to the Canadian Association for Disabled Skiing and offered to donate $1 from the sale of every candle to them that following year.
I was just as terrified as I was excited to launch into entrepreneurship. I had no idea what I was doing, let alone running a business, but I was passionate about creating a company that was more than just Milk Jar. By inserting a philanthropic purpose into Milk Jar from the start, all my nerves about whether it would succeed or fail didn’t matter. It would’ve already been a success even if I donated $50. That first year we donated $2000 to CADS Calgary.
Fast forward to today and Milk Jar has donated over $100,000 to various non-profits including: CADS Calgary, Between Friends, and PaceKids Programs. Last year, we became an inclusive employer, hiring people in our community living with disabilities to help hand craft the products we make. This has fundamentally changed the culture in our company, we experience more joy at work and everyone is more motivated. We are learning from each other everyday. It’s a beautiful atmosphere to be around people that may appear different from us but recognize that we all want similar things in life. Never in my wildest dreams did I think a little home-grown business could raise this much money and touch as many lives as Milk Jar has in 5 years. I finally found my purpose – and it wasn’t something I waited to find me – I created it.
I’ve learned a lot over the years of starting and running this business, and if there is one thing that you take away from reading this, it’s to ask yourself what else? What else does your business do besides its obvious sale of product or service? What does your company stand for value, and contribute to that gets you out of bed on those tough days? And believe me, you will have them. How have you added purpose into your company that you can speak to, are passionate about, and that every member of your team can be proud of?
A business that cares will be your greatest return on investment. Now more than ever, people want to know that their dollars are being spent on companies that care about economic and social sustainability. When you show that your company is more than just the business of sales, you will have lifelong supporters that’ll be dedicated to helping you succeed.
There’s a lot of inequity in this world. Supporting an important cause that elevates your community can come in many forms: donating, volunteering, advocating, befriending, etc., and it feels really good to give your time, energy and/or money to initiatives that need and benefit from it.
I believe it’s our duty to take care of each other and our planet, and it is the way to lead a purposeful life. Owning your own business is a privilege. A privilege that should be used to make this world better for others, not to make ourselves better than others. If we could all experience the same opportunities, access and treatment, then what a beautiful world we would be living in.
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About the Author
Holly Singer is a compassionate and inspirational 32-year-old entrepreneur and philanthropist. She grew up in Victoria BC, moved to Calgary for university, and has since built Milk Jar to what it is today in what she now calls home. Holly enjoys relaxing at home with her dog Bowie and plans to do a diving trip in Indonesia sometime in the near future.
Learn more about Holly at milkjar.ca or on Instagram at @milkjarcandleco
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What is mobile commerce?
Mobile commerce is the buying and selling of goods and services using wireless handheld devices, such as smartphones and tablets.
It’s estimated that 86% of people in the world currently own a smartphone2, whilst the amount of time they spend online is increasing all the time too. So, it’s not surprising that m-commerce is growing rapidly, with more and more people choosing the convenience and ease of shopping on mobile versus desktop.
M-commerce vs e-commerce
M-commerce is a form of e-commerce. Whereas e-commerce is simply the buying and selling of goods and services over the internet, m-commerce is a more specific part of that.
What is the difference between m-commerce and e-commerce?
The most obvious difference between the two is mobility. M-commerce uses only handheld mobile devices, such as smartphones and tablets – so customers can buy whilst “on the go”, so long as there is a wireless internet connection available.
E-commerce covers all commercial transactions that take place digitally, so it adds computers into the mix. Buying from a laptop or desktop computer counts as e-commerce but not m-commerce.
There are less obvious differences between m-commerce and e-commerce too. Customers using a desktop computer can only be tracked using their IP address, while those using their mobile device can be tracked using Wi-Fi and GPS-based technologies, which are more precise. That means brands can target mobile users more precisely with location-related advertising, such as sending coupons or discounts for nearby stores.
Security is another difference. Most fixed device e-commerce is carried out using credit cards, which carry an element of risk. M-commerce is more secure, thanks to biometric authentication, mobile wallets, and QR codes.
Finally, mobile apps are more convenient, making the buying experience easier and quicker.
Types and examples of m-commerce
There are three basic types of m-commerce: mobile shopping, mobile banking and mobile payments.
- Mobile shopping allows customers to buy goods or services using a web app. This can either be via a retail app, for example from a fashion brand, or a virtual marketplace app such as Amazon. Taxi booking, ticketing, and digital content purchase apps (such as Netflix) are other examples of m-commerce of this type. Mobile shopping can also take place on social media platforms, such as TikTok or Instagram.
- Mobile banking is online banking designed for mobile technology. Banking transactions such as paying bills are usually carried out through a secure app provided by the bank.
- Mobile payments are an alternative to traditional payments. They include digital wallets such as Apple Pay, mobile payment apps such as PayPal, or using QR codes to pay for items using a mobile device.
M-commerce trends
Who is leading the m-commerce boom? As you might expect, the answer is Gen Z and Millennials, who have grown up with mobile technology. According to a global consumer survey by payment service Klarna3, 48% of Millennials shop at least once a week using their mobile phone – with Gen Z not far behind.
Although Millennials are, at the moment, considerably more likely than older shoppers to buy using their smartphones, over time it will no doubt become the norm for all.
References
- Statista, published May 2022
- BankMyCell, March 2023
- Klarna, 2021
- Drip, May 2022
- Business of Apps, March 2021
- Oberlo, September 2022
My name is Emily O’Brien. I’m the founder of Comeback Snacks — a popcorn company I started while inside a Canadian federal prison.
My entrepreneurial journey began because I made mistakes, and I believed that I could do more — in my life, and for the world — than what my prison sentence did for me. My business began in a prison kitchen with popcorn kernels, creativity, and a relentless drive to create a new lease on life for myself and others.
Today, our popcorn is in 700+ stores across Canada and helping others make their comeback by leading efforts to reduce the stigma against incarcerated persons. We’re helping shape policy at various levels of government to help give people a second chance at life and the opportunity to grasp it.
Since starting Comeback Snacks, I have what feels like limitless energy: I’ll drive to multiple cities in a day, engage customers, and clients, speak publicly about my experience, and keep my foot on the gas pedal.
Why? Because as Comeback Snacks grew and developed, so did its impact: financially, socially, and personally. An unanticipated byproduct of this business was how much the constructive, empowering component of entrepreneurship materialized. I didn’t know that was going to happen until I felt it. I realized it was the core essence of my business, my mission, and my journey. This is why I do what I do, 7 days a week, 365 days a year.
This awareness — or the heart of my business journey — is what I call emotional profit. For me, it’s the sense of satisfaction and meaning that my business contributes to the world and helps my employees and others grow and succeed. Emotional profit is achieved when, as we build our business, its positive impact on the world then shapes and builds us in return.
What does emotional profit look like? It takes many shapes.
An email from a stranger saying how my story helped them make positive changes in their own life. A social media post ‘share’ or comment. A text message or a simple phone call describing my own path has helped others to find and navigate their own.
You never know how your own life story will be discovered, when, or by whom. It’s the positive interactions with unexpected audiences that remind you of your efforts in making a difference — that’s where you’ll find emotional profit. It’s not financial gain, per se. But studies have shown that once we have enough money for food and shelter, human beings crave more than money. We crave meaning.
For Comeback Snacks to function, I need to make more money than I spend. That’s the bottom line for business owners. When I started, my goal was to make money and break down stigmas and help others. I share these accomplishments with the amazing people I’ve hired that respect my organization, work hard, and share its purpose and vision.
My real ‘profit’ doesn’t come from the bank, but from how I’ve reconciled my difficult past with my positive visions for the future. In doing so, now I can help others in need of a ‘comeback’ and have a second chance at life — like me.
Sure, you need financial profit to keep your business afloat, but you need an emotional connection, too — an emotional profit — to sustain yourself along the way. The financial profit from my business comes from a product that I love; the emotional profit comes from the fact that the business behind this product changes the world in ways that I always wanted to.
The truest sign of entrepreneurial success is not simply making money, but making meaning — and this can be far more impactful and sustaining for yourself, and for your business. It takes growth, reflection, and time. If you embrace these qualities, emotional profit is what your business can achieve for you if you are willing to grow as a human being and find meaning outside of yourself that your business helps to sustain.
I hope you discover your own pathway to emotional profit, whatever you find your own wellspring to be.
Four ways to find emotional profit:
- We can never escape our past. Stop running from mistakes, own them, and use the lessons derived from them — even if they’re painful — to build a better future for yourself and others around you.
- We never know where or when our best ideas will emerge, so adopt an attitude of openness to embrace the new and unexpected in life. The idea of a lifetime might emerge when and where you least expect it.
- Hindsight is always 20/20. Forgive yourself and others for mistakes in the past. The energy you previously spent on your memories can be re-directed and harnessed toward your future, and your business!
- Strive to help others connected to your life and business, and believe in the power of giving people in need a second chance.
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About the Author
Emily O’Brien is the founder of Comeback Snacks — a popcorn company that changes the status quo. A formerly incarcerated individual, Emily made it her mission to create a platform to fight for fair chances of those that have been impacted by the justice system. The recognition of her efforts led her to being awarded with the Queen's Platinum Jubilee Community Service Award from the House of Commons and the Entrepreneur of the Year Award in 2022, as well as the Woman of Distinction Award in 2020 from the YWCA.
Hockey is for everyone
As we deliver packages to and from Canada — from communities across the country to countries around the world — we get to know what makes those communities tick. In Canada, that’s hockey. And what’s not to love about the country’s favourite sport? It embodies the power of teamwork at at an express pace. Two of the same things that drive DHL to be the best delivery company in the world. But you can’t be the best without embracing inclusion. At DHL, we place the utmost value on diversity and inclusion at all levels, and believe that every team is better when everyone is welcome on it. That’s why we’re so excited support Black Ice, an inspiring documentary that explores diversity and inclusion in hockey — from the barriers that needed to be broken to the challenges that still exist today.
Led by UNINTERRUPTED Canada, and directed by acclaimed Canadian filmmaker Hubert Davis (Giants of Africa, and the Oscar®-nominated, Hardwood), Black Ice makes its streaming premiere on Crave this Feb 3rd for Black History Month.
Delivering our part
Celebrating the contributions and examining the challenges of black hockey players — from the untold stories of The Coloured Hockey League through to today’s NHL® — Black Ice puts the much-deserved spotlight on these amazing athletes and their collective aspirations to change the culture of the sport they love.
To lend an assist and help promote the film, DHL partnered with UNINTERRUPTED Canada on their recurring series Heart of Surprise, where we teamed up with Wayne Simmonds of the Toronto Maple Leafs to help deliver new hockey gear to young BIPOC hockey players.
With UNINTERRUPTED Canada, Wayne Simmonds, and many others, we are proud to stand with those who are committed to inclusion, breaking down barriers, and empowering a whole new generation to know they’re welcome, not just in the rink or on the ice, but everywhere their dreams take them. For everything they’ve done to support the BIPOC community, black athletes, and to make the game of hockey better and more inclusive, we want to thank and congratulate Hubert Davis, UNINTERRUPTED Canada, Wayne Simmonds, and the entire team behind the documentary and the Heart of Surprise series on the inspiration accomplishment that is Black Ice.
Stream Black Ice, the ground- (and ice-) breaking documentary on Crave, this Feb 3rd.
For businesses wanting to expand internationally, a go-to-market plan will help them identify countries where there is the greatest demand for their products, and create marketing campaigns tailored to local customers. In this article, we will explore the main components of a go-to-market strategy, with guidance on creating one.
When do you need a Go-To-Market (GTM) Strategy?
There are three main scenarios when a business may need a go-to-market strategy:
- Launching a new product in an existing market – For example, an established wellness brand adding a candle range to its product portfolio.
- Launching an existing product in a new market – For example, a furniture business looking to sell to China for the first time.
- Testing a new product’s market for growth – For example, a tech startup soft launching an app to limited users to measure demand and response.
In such instances, a go-to-market strategy will minimize their risks via in-depth planning and research into the market they’re entering.
Go-To-Market Strategy vs Marketing Strategy
A go-to-market strategy focuses on how a business will introduce a specific product to the market and reach its target customers. It’s focused on immediate revenue and customer success.
A marketing strategy is a longer-term, ongoing plan for the wider business and covers messaging, content creation, and campaigns – essentially the touchpoints that make the brand memorable in a competitive market. It should be flexible to help the business adapt to demand and find the optimal market-product fit.
Go-To-Market Strategy Benefits
- Establish potential problems: A go-to-market strategy ensures due diligence is paid to all the components of a product launch, identifying potential problems early on.
- Know how to position your product in the existing market: Thoroughly researching target customers helps create powerful, effective, and tailored marketing messaging, defining your product’s value proposition in a competitive market.
- Increase revenue: Emphasizing extensive research and planning before launching a product minimizes risks, ensuring the product reaches the most relevant audience for maximum sales. Understanding the target customer allows adjustments to enhance the product's chances of success.
Components of a Go-To-Market (GTM) Plan
Each business’s go-to-market plan will vary, but general components include:
- Market research and analysis
- Product promotion
- Sales and distribution
- Logistics and supply chain management
How to Create a Go-To-Market Strategy
Step 1: Market research and analysis
Thoroughly analyze the existing market, conduct competitor analysis, and define your buyer persona.
Step 2: Craft your Promotion Strategy
- Construct a value matrix mapping out buyer personas’ pain points.
- Identify where your target audience spends most of their time and allocate resources accordingly.
- Continuously track and optimize marketing content performance.
Step 3: Establish your sales and distribution channels
Define where consumers can buy your product and streamline the buyer’s journey for increased sales.
Step 4: Logistics and Supply Chain Management
Prioritize timely product delivery and consider aspects like inventory management, warehousing, and packaging.
Product-led
Here, the product itself is the salesperson, empowered with all the information a buyer may need. A product-led GTM strategy involves analyzing customers’ behavior and interaction with the product to ultimately drive customer acquisition, retention, and growth. This strategy is well-suited for businesses aiming to scale fast at a low customer acquisition cost.
If your business is launching a new product or entering a new market, you’ll need support from the experts. With a DHL Express Business Account, you’ll join thousands of other businesses benefiting from the logistics leader’s international and e-commerce expertise.
You’re on the internet trying to buy car insurance. You’ve been struggling with the company’s site for a while – you simply can’t find what you’re looking for. It’s frustrating, but just as you’re about to leave, a little box appears in the corner of the screen. “Hi, my name is Jack …”
Live Chat is a function within your website that visitors can activate and be immediately connected – via a chat window – to a live representative from your company. They can begin a conversation, there and then, in real time.
Not surprisingly, the benefits of this are numerous. First and foremost, Live Chat gives your digital business a human voice. Think of it as an online ambassador for your company, ready at the click of a button: a super-available customer service feature.
It’s worth noting that most Live Chat conversations are conducted principally by robots. If they are asked something they can’t answer, they will defer to a human, so your business will have to provide adequate human backup at all times. We'll be looking into the issue of staff training and helping your employees embody your brand in a later article, so sign up for our newsletter and you'll be the first to know.
Live chat in action
Humans and robots, working together
“The majority of web chat solutions start with an automated greeting,” says Paul Ives, Senior Strategy Consultant at customer services technology company Now Interact, “but the next interaction will typically be from a human.”
The technology behind Chatbots is developing rapidly and becoming ever more skilful at convincingly simulating human interaction. Thanks to sophisticated Natural Language Processing systems, and by looking for keyword triggers and pulling related replies from a database, based in part on a company’s Frequently Asked Questions page.
But does it actually work?
“From a service perspective, chat is a great tool,” continues Now Interact’s Paul Ives, “it reduces cost-to-serve; can help solve low level customer service issues; negates the need to wait in the dreaded telephone IVR queue (interactive voice response), and you the customer get what you want much quicker.”
“Chatbots really shine when it comes to low level service issues – they can attempt to answer the most simple issues, then detect if a resolution hasn’t been achieved and bring in a Live Chat agent.”
Indeed, Forrester research found that 44% of online consumers say having questions answered by a ‘real’ person while in the middle of an online purchase is one of the most important features a website can offer. If the customer is looking for extra help and information about a product or service, they are going to have questions. Live Chat allows you to intervene at a crucial time and positively influence the purchasing decision.
The 'human' touch
Live Chats rise to the challenge of communicating with a diversity that feels human, using Artificial Intelligence to adapt, so they can resolve specific queries that will answer the customer's question, or defer seamlessly to a human. Research from 'Defining the Human Age: A Reflection on Customer Service in 2030' by professor James Woodhuysen, has found that nearly two-thirds of users (63%) are happy to be served by a chatbot, as long as the chatbot can escalate to a human when needed. The human touch is vital: three-quarters (76%) want human contact to remain part of their customer service experience.
Live Chat can also flag when customers you have previously interacted with return to your website, so you can continue conversations. After all, software will remember a returning customer better than the most skilled shop assistant.
Through Live Chat conversations, the software will recognize customers’ recurring pain points. They can feed back these problems to your business, which in turn allows you to make changes and improve. For startups in particular, fumbling their way through new territory and learning exactly what their customers want, such information is invaluable.
Get to know your customers
By adding a registration step to your Live Chat function, you can acquire some basic characteristics about your customer, e.g. age, gender, location. The chat representative can see this information and tailor their conversation accordingly. It’s no wonder an Emarketer survey found that 63% of customers are more likely to return to a website that offers Live Chat.
This customer demographic data can be saved to help you build up a wider profile of your visitors, their buying habits and behaviors – invaluable data that will help your business succeed. By knowing your audience and what they want, you can create products and services that answer their needs.
It’s a surprisingly cost-effective technology. For example, LiveChat, one of the industry’s leading hosts, charges from US$16 a month per seat (seat being a logged in agent) for Live Chat software, which allows automated greetings, pre-written responses and chat customization. Naturally, adding extra features and seats increases the price, but a basic model is still an affordable investment for businesses with even a modest budget. Further cost efficiencies are driven by multi-tasking – Live Chat agents can deal with several conversations at once, which isn't possible when you’re interacting by phone.
Conversation is key
Make chat count
Once you’ve integrated Live Chat into your e-commerce website, you’re no doubt going to want to measure the success of it, in terms of sales generated. Many Live Chat platforms offer analytics tools that give you a breakdown of the results, such as the number of greetings that led to conversations and the number of conversations that led to sales. This information will show you which sales techniques were the most effective, so you can alter your strategy accordingly.
But for anyone looking to increase conversion rates, here’s a salutary reminder from Paul Ives at Now Interact that Live Chat is all about service: “We’ve found Live Chat doesn’t compare as well to telephone when it comes to conversion. At the end of the day, people still like to talk. But Live Chat is a great services channel.”
Artificial Intelligence
With ChatGPT and its competitors the hot topic of conversation in recent months, it’s only natural we start by exploring the transformational potential of the latest developments in AI. In 2021, a study by McKinsey found AI had helped businesses improve their logistics costs by 15%, inventory levels by 35%, and service levels by 65%. And with the technology evolving so quickly, those numbers will likely have increased already. The ways in which AI can help SMEs optimize their logistics operations are vast – from demand forecasting to final-mile delivery. Let’s take a look at a few examples:
Analytics
Big data will play a crucial role in helping businesses optimize their logistics. One example includes dynamic pricing. Here, smart software driven by AI and machine learning enables businesses to create pricing policies based on competitors and sales data. It can then automatically adjust their products’ pricing depending on market demands. AI allows this to happen in minutes, rather than every quarter, helping businesses increase their revenue. Analytics can also help businesses identify weak spots within their supply chains – such as underperforming employees or machinery.
Automated Warehousing
A report by supply chain organization MHI forecast that by 2026, the adoption of AI-powered warehouse solutions by businesses will increase by 60% over 2020. Examples include indoor mobile robots to more accurately pick and pack products; computer vision technology to identify damaged goods; and inventory management software which can predict future demand to reduce the risks of under- or overstocking. All of which means increased productivity, speed, and quality control.
Customer Service
The potential for AI to transform customer service features is particularly exciting. Let’s take chatbots, for example. Thanks to AI, chatbots on your e-commerce website can now understand your customers better, and respond more accurately – even to complex queries. They can offer personalized recommendations to customers based on their previous browsing history, and will tap into machine learning algorithms to continuously improve their accuracy in understanding customer intent. These chatbots can support your customers across the world, in different time zones, 24/7. Furthermore, data collected from these customer interactions can help you improve the customer experience, increase engagement rates, and better understand their likes and dislikes.
Supply Chain Visibility
For start-up businesses (in fact, any business), managing supply chain processes can be time-consuming. But with AI, they have better end-to-end visibility across tasks. The technology can sync up all data touchpoints along the supply chain to inform them instantly when there is an issue – such as a delayed shipment from a supplier, or low stock levels. Knowing this information, in real time, allows them to take steps quickly to reduce the impact to customers.
Green Logistics
Sustainability is an increasingly important issue to consumers, so more and more businesses are looking at how and where they can reduce their carbon emissions. Some of the green logistics solutions set to grow this year are:
Reverse Logistics Management:
Around 30% of all online orders are returned – that’s a lot of extra logistics emissions. Yet, by implementing a reverse logistics system which promotes the recycling, repurposing, and repairing of products, businesses can divert substantial amounts of waste from ending up in landfill. Furthermore, there’s money to be saved! It’s estimated that returns cost businesses a staggering 66% of the product’s original price, but repairing and refurbishing products means they can then go on to be resold.
Micro-Fulfillment Centers:
Some larger e-commerce businesses are now investing in micro-fulfillment centers to reduce their delivery emissions. This strategy involves enlisting a network of smaller fulfillment centers located closer to customers. A report by Accenture estimated that micro-fulfillment centers will reduce last-mile carbon emissions by 17-26% by 2025.
Alternative Fuel:
Whilst electric vehicles will be on the radar of most eco-conscious businesses already, innovations in fossil fuel alternatives should be too. Earlier this year, DHL Express launched GoGreen Plus, which helps businesses reduce the carbon emissions associated with their shipments through the use of Sustainable Aviation Fuel – a biofuel that is produced from renewable sources such as vegetable oils and animal fats. The initiative is helping enterprises of all sizes improve their sustainability credentials.
Last-Mile Delivery
From drones to electric planes, this is an area of logistics that is constantly innovating in order to meet the number one priority of most e-commerce businesses: getting products to customers quickly and on time. Some of the last-mile delivery trends to watch out for this year include:
Predictive Analytics:
On average, last-mile delivery accounts for 53% of the total cost of shipping for e-commerce businesses, making it a key focus for any start-up with a tight budget. But businesses can leverage predictive analytics to reduce costs. One example is route planning software. Driven by AI, this technology can map out the best routes for deliveries based on real-time traffic analysis and even weather conditions. It takes all the hassle out of planning multiple deliveries – the software will automatically calculate the optimal order of the deliveries to maximize time. According to a study by the National Institute of Standards and Technology, the use of route planning software can reduce transportation costs by up to 20% – making it a necessity for your start-up in 2024.
Autonomous Delivery Vehicles:
Self-driving cars – though largely still in the testing stage – have the potential to completely transform the delivery stage of e-commerce. Customers have come to expect On-Demand Delivery as standard. Add in autonomous vehicles, unrestricted by human labor hours, and 24/7 delivery could soon be a reality.
Watch this space…
Hurdles are inevitable. They are a part of life and a part of business. Some are small and some can knock the wind out of your sails. Knowing there will be different types of hurdles in your entrepreneurial journey is a good mindset to adopt. As you grow your business, some hurdles will become easy to overcome, and you’ll look back and think, ‘wow! remember when that happened?!’ But also as you grow, some hurdles will seem difficult to get through, but they’re not impossible.
Just remember these 5 Things To Do When You Hit a Hurdle in Business:
Remember Your Why
This is what keeps you going, what started it all and what lights the fire. When x, y, z isn’t going according to plan, you’re putting out new fires every day, and it all just seems a bit chaotic? Remember why you started. This will pull back the blinders, give you some clarity and refocus your thoughts. Bring it back to basics, back to why you do what you do, back to why this piqued your interest. Reflect on your why to refuel through the hurdles.
Find And Connect With Community
Entrepreneurship doesn’t have to be a lonely road anymore. Reach out, find people in your niche but those outside of it too. Connect with like-minded people with passions and drive that aligns with your own. These are your people you can vent to, seek guidance from if they’ve been in a similar scenario, and feel rejuvenated in your hustle when faced with an obstacle.
Get Feedback
Have people in your corner that you can turn to. The ones you trust to have your best interests at heart but also give it to you straight. These are your personal board of directors. You build them as you grow, so make note of who you value the opinion of and gravitate towards in high times and low times. If you have 2-4 people that you can talk through a challenge or hurdle in your business, you can gain new perspectives, get honest feedback and plan your next move with support.
Schedule Creative Time & Brain Dumps
Sometimes you’re a creative first, and the business and problem-solving comes second. It’s easy to feel pulled toward your strengths while other priorities fall to the wayside. To be proactive in creating less hurdles or tackling them while they feel manageable, be disciplined in your time management. Carve out time for you to be creative and brain dump ideas when you want to, not when you need to.
Walk Away
It’s so easy to get caught up in the go-go-go and the, “okay, what’s next?” Your business is your baby. Sometimes it’s hard to take a moment and reconfigure your thoughts. Sometimes you need to walk away — not permanently or a huge duration of time — but just for a breather. Assess if you need to unplug and shift your mind to something else instead of trying to wrack your brain trying to problem solve. Switch up the content you’re consuming to find new inspiration. If instagram is your go-to, try pinterest or podcasts to trigger new ideas.
As humans we’re conditioned to want to fix the problem or jump over the hurdle we face right away. And some of the tips mentioned above might seem counterintuitive to do — but try one or two that seem reasonable to what you are facing at the moment. Remember: the day you plant the seed is not the day you eat the fruit. These hurdles might take some time to get through, and perhaps a combination of small steps incorporating these tips just might be the perfect solution.
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About The Authors
Sarah and Teri created the community of Females Who Side Hustle (FWSH) to connect with like-minded, motivated females through open conversations and shared experiences in order to change the narrative of entrepreneurship being a lonely road. Their mission is to bring more women to the table, ditch the competition, and lift each other up. A year after FWSH started and the incredible reception they received, they launched Save Her Seat Podcast where listeners can join the honest conversations Sarah, Teri and sometimes a special guest have amongst each other — real and insightful shop talk about the success and struggles of entrepreneurship.
Check them out at Females Who Side Hustle or on Instagram at @femaleswhosidehustle
When my brother, sister and I took our brand Triarchy offline in 2017, we had one goal: Find a better way to make jeans. We gave ourselves 6 months; instead, we took 18-months collectively learning about all sorts of sustainable practices, tools and rigours we could apply to our brand. And that’s what we did. We relaunched Triarchy and set it off in a shiny, new, sustainable direction.
Fashion has always had seasons. And just like fast fashion that hits store shelves as quickly as it does landfills, the word sustainability became the ‘must-have’ accessory of the season. It turns out that the actual sustainability work Triarchy and other independently-owned fashion brands were doing ended up being lost in the pile. “Sustainability” was losing its integrity just as we were pivoting to our mission of responsibly and ethically made denim.
From rituals of self-care to limiting food waste, the pandemic made it clear that responsible consumption is here to stay. You’ve likely felt it yourself, especially when your customer asks about the origins of what you’re selling. Brands responded — either by doubling down on making their businesses better or by amplifying minimal efforts to look like sustainability is their entire ethos.
Reveal the camouflaging of greenwashing by asking questions
Greenwashing happens easily because it’s labour-intensive to put a lens on every brand. It’s like seeing the ‘low-sugar’ sticker on a box of cereal — maybe it is! But unless you’re going to read the nutritional label, a lot of people, as well as the people making supply chain decisions, are going to take these claims as “facts” at face value. These get passed on to the buyers, and how we spend our dollars end up perpetuating this cycle by giving these brands a pass. We need to be asking harder questions.
If something is too good to be true, it probably is. I realized that by not asking tough questions. If I don’t know the truth behind what I’m passing along to our customers, then I can’t operate a business. With that revelation, I discovered that Triarchy’s entire sustainability journey would be a tasting menu to the regular buyer, but it’d be up to me to define it, shape it and tell that story.
Give your buyers a crash course in your responsible practices
There are few governing bodies or certified labels and certifications out there that buyers can rely on to do the hard work and measure a brand’s commitment to sustainability. Sadly, vendors often misrepresent themselves and tell designers one thing, which can lead to splashy marketing campaigns that attract a customer’s eye. Once someone sees this plastered all over their website or bricks-and-mortar store, the common thought is, “hey, this is amazing!” But we want to be pushing them to think: “that’s interesting, I want to know more.”
For example, when you see a claim that a fabric’s stretch comes from recycled water bottles, that’s great. But what’s added to it to give it a new life? Is the process still producing microplastics in our water? Is recycled plastic just making new garbage from old garbage? At its end of life, will this sit in a landfill for 200 years, just like regular plastic?
Why ask these questions? Well, I bought into the recycled water bottle stretch story at one point, but I knew something didn't feel right. I needed to do the critical work and suss out whether this technology I claim to be responsible and sustainable is actually responsible and sustainable! If I don’t, I risk damaging Triarchy’s brand, as well as my own commitment to being a responsible, professional and personal citizen.
The responsible work.
The most sustainable thing you can do, as a small business, is hire a third party auditor. We work with Greenstory and Retraced to do just this. Greenstory investigates our manufacturing practices and Retraced, our supply chain. Businesses like theirs can vet your practices and your products and then report back to you how sustainable you really are. This does a couple things:
- It puts your money where your mouth is when discussing sustainability
- It provides a framework to work within that highlights where you can be better, giving you a clear understanding on how to improve your practices.
Seeing actual metrics for every product Triarchy makes in real time is inspiring to us and easy to understand for customers. It’s a win, win for everybody, even when you don’t like the report, because that’s the only way to make the report better. To me, that is running a business responsibly.
Think responsibly. Think sustainably.
As small business owners, we have to work harder to maintain the integrity of the word, sustainability. At Triarchy, we did a simple exercise. We took the definition of “sustainability” (“Avoidance of the depletion of natural resources in order to maintain an ecological balance”) and applied it to what we were doing. We took stock of our industry — a lot of brands were leaning into sustainability but all with very different comprehension of the word. This is where greenwashing comes into play. It’s also where we saw an opportunity to forge a new path — instead of touting our sustainability, we were leaning into our responsibility.
If we’re going to throw the word sustainability around, then we need to start thinking about its intended meaning. Start asking questions. And start acting responsibly. Responsibility is a word I want to stand behind because it offers a framework to operate a brand within when trying to make jeans better, and therefore, better jeans.
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About the Author:
Adam is the Co-Founder and Creative Director of Triarchy, a sustainable denim brand whose mission is to conserve the planet's most important resource by reducing the massive water consumption of the planet's most beloved piece of clothing, jeans. Learn more about Adam and Triarchy here.