Australia Post outage this weekend

australia_post_outageAs part of a planned outage to upgrade their services, the Australia Post website (auspost.com.au) will be unavailable for approximately 26 hours from 10pm AEDT on Friday 17 October until midnight AEDT on Saturday 18 October 2014.

This outage affects many Australia Post tools including the Australia Post Postage Calculator built into Spiffy Stores.

To minimise disruption, please plan ahead accordingly. Then check the Australia Post website for updates as the timeframe for the outage may change.

Please do not contact the Australia Post help desk during the outage as they’ll restore the service as quickly as possible. Similarly, there is nothing Spiffy Stores Support can do to remedy the situation other than to provide the instructions that we have provided below…

How to plan for this outage

You will need to make sure that you have backup shipping rates during the outage. Australia Post calculations will not be available during the outage, so your customers may not be able to order at all.

  1. Firstly, you will need to check whether you are affected. Go to the “Preferences -> Shipping & handling” section of your store’s Toolbox.  If you are using Australia Post, it will display there (see image below).
    australia_post_outage_2
    If you’re not using the Australia Post Shipping Carrier, then you don’t need to worry about the outage.

  2. If you are only using the Australia Post Shipping Agent then you will need to make sure you have set a “Default fee” for the shipping rate.  To do this, you click on the shipping rate and edit it.  Under “Default action”, choose “Use the default fee” and enter your default fee.  See example below.australia_post_outage_3
  3. Once you have done this, save your changes.  You will also need to make sure that you do this for any other countries that use the Australia Post shipping carrier.


ADDED @ 2:30pm…

We’ve had a few questions about what price you should set for the default fee.  As there’s no substitute for the actual shipping rate, the only think I can suggest is that you have a look at some of your orders and calculate the average shipping cost.

For example;

# of orders Shipping cost Total shipping cost
22 $8.25 $181.50
35 $13.40 $469.00
9 $16.70 $150.30
Total = 66 orders   Total = $800.80

Average shipping cost = $800.80 ÷ 66
which comes to $12.13

You may think that averaging out your shipping is a bad approach, but if the alternative is that you miss out on some orders during the outage, it seems to be the lesser of two evils. Australia Post calculations will not be available during the outage, so your customers may not be able to order at all.

 

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How to set up Google AdWords to get more traffic to your online store

getting-traffic-to-your-storeOne of the quickest and easiest ways to get traffic to your online store is through paid ads on search engines like Google. It’s great for bringing people to your site when you first launch.

But wait, I hear you say, why pay when I can get listed in search engine results for free?

OK. Here’s a quick recap on the difference between the two types of search engine results listings.

Organic (free) listing

Appearing for free in search engine results is known as an organic listing. You can’t buy the placement – it’s made by the search engine based on its assessment of the content on your web page and its relevance to the search term. It looks at about 200 factors to help it make that decision.

Paid listing

Paying for a listing in search engine results is known as Search Engine Marketing (SEM) or pay-per-click (PPC) advertising.

These ad listings show up in the top positions on the first page of search results, and in a column down the right hand side. They look very similar to other listings, but they’re labelled ‘ads’ or ’sponsored links’. And if you look closely, you’ll see they read a little differently. AdWords is Google’s paid advertising program.

It doesn’t cost anything for your ad to show, but you’ll be charged a small amount when your ad is clicked on. The charge varies depending on the relevance of your ad and web page to the search term, and how much you’ve offered to pay for that click.

Why would you pay?

Well, put simply, it can be hard to get in the top search results otherwise.

The algorithms that calculate the position a web page is given in the free search results are highly complex. Trying to get a high ranking can take a lot of time, effort and specialist knowledge and you’ll be competing with countless other businesses trying to do the same.

And when the algorithms are updated (which happens a lot), you can find your page rankings change overnight.

Google AdWords gives your web page a much better chance to appear on the first page results for your chosen keywords, and you can do it really quickly.

Ready to give it a go? Here’s how to get started

Don’t be tempted to rush in to creating your ads before you’ve done steps 1 and 2. They’re crucial!

1. Get into your customers heads

Before you create your first campaign, write down everything you know about your customers. It’ll help you create better campaigns if you’re seeing your offerings from their perspective.

Who are they? What would they type into the Google search box to if they were looking for products like yours? Where do they live?

2. Draw up a list of keywords related to your business and products

Make a list of the search terms you’d expect your customers to use to find your products. These are your keywords.

Don’t be too general in your choice. A one-word term is usually expensive for a click because it’s so generic and popular, and you can end up paying for traffic that’s looking for something you may not stock.

Aim for keywords of two or three words, and include brand names, colours, and your location. A jewellery store keyword list might include high-level keywords like “gold jewellery”, as well as more specific categories like “gold and diamond wedding rings”. As a rule, the more specific the keywords, the closer the visitor is likely to be to buying as they’ve already narrowed down their choices.

Your web analytics software might give you some insights into the terms people are already using to find your web pages. This is not as easy as it was though, as the most common web analytics tool, Google Analytics, has stopped sharing that information. Grrr.

3. Set up your AdWords account

Now you’ve done your homework, head over to https://adwords.google.com and follow the instructions to set up your AdWords account.

If you’ve already got a Google account (like Gmail), you can use that email address and password to sign in. You can also create a separate account if you’d prefer to keep your business and personal activities separate.

4. Set up your first AdWords campaign

Once you’ve signed up and verified your email, you’ll be taken to the “Your first campaign” page.

It’s important to know your goal for the campaign before you start so you can tell if it’s effective. Generating sales is probably the main goal for an online store, but you can use AdWords to bring in just leads or traffic too.

Each AdWords campaign has its own settings that let you define the budget and where want your ads to appear. These settings will apply to all ads within the same campaign.

It’s very easy to set up a campaign – just fill in the fields displayed:

Set-up-campaign-AdWords

Your budget – this is the most you’re willing to pay per day for traffic to the ads in this campaign. You can change it at any time if you find you’re not getting the results you want.

Locations – these are the geographical places where you want your ads to display.

Networks – these are the online networks where you want your ads to show; Search Network is the default but you can also choose Display Network to have your ad show on Google partner websites too.

Keywords – This is where you list the keywords you want to use to bring traffic to your ads. This field will be pre-filled with suggestions and their approximate search volumes but you can delete the ones you don’t want and add your own. Don’t go mad here, use around 10-20 keywords per campaign to keep it manageable.

Bid – this is the most you want to pay for a click on your ad. You can set your bids for a click manually, or let AdWords do it. When you’re starting out, it may be easier to let AdWords do it for you. If you choose the manual option, enter a default bid as well. This will be the most you want to pay for a click.

Write your ad – this is where you put together your AdWords text ad. There are other types of ad you can make but this is the easiest and most popular.

  • Landing page: this is the actual web page the visitor will land on when they click the ad.
  • Headline: 25 character limit. The headline should be highly relevant to the search query you’re expecting for this ad.
  • Line 1: 35 character limit. Mention your unique value or problem you solve here.
  • Line 2: 35 characters. Continue, and add a call to action here to encourage a click.

Here’s an example of one of our Spiffy Stores text ads.

spiffy-adwords-ad

A word about: relevance

Relevance is the currency of search. It’s the most important aspect of your ads. Clear, persuasive ad text, that’s highly relevant to your keywords and the content of the page it leads to, will get better results. And as AdWords uses both quality (relevance) and bid ($) to determine your ad’s position, you can get a higher position, sometimes at a lower price, with highly relevant keywords and ads.

5. Complete your payment details

As this is your first AdWords campaign, you’ll need to fill out your payment information. Then, once your ad is approved (yes, it has to go through Google’s approval scheme), it will be active. You can ‘deactivate’ it by pausing the ad and it won’t show up in search results.

6. Keep an eye on your AdWords results

AdWords is not a set and forget exercise.

To get the most out of it and not waste money, you’ll need to keep coming back to analyse the results and make any changes that will improve your ads performance. More on how to do that later.

In the second post in this series, we’ll look into some of the ways you can optimise your ad. Stay tuned!

Spiffy Stores are safe from Heartbleed Bug

heartbleed-bugWe just wanted to let everyone know that you can rest assured that Spiffy Stores has not been affected by the Heartbleed Bug. The hype surrounding it however is getting everyone worried!

You don’t need to change your password for your Spiffy Store login, or for your email.

We do however advise you to change your passwords for the following… Facebook, Pinterest, Instagram, Tumblr, Google (Everything Google including Gmail and Google Apps), Dropbox, and Yahoo mail.

While it’s great to see an important security issue like this get public awareness, the messages on it have become incredibly confusing and hype filled – from news anchors calling it “the end of the Internet” to worrisome alerts like “change all your passwords NOW!”.

Heartbleed is a software defect in widely used security software which enables an attacker to retrieve “leaked” information they should’t be able to access from a remote server. It is not a virus, but rather a method cyber criminals could use to get access to information by trying to read server data that should be secure.

It is certainly true that this vulnerability is serious, but to be clear this attack can not be used against just any system on the Internet. This is not a disaster affecting every system, just the ones running specific software. It is widespread, but not absolute. Estimates state hundreds of thousands of services being exposed, but it is not every single service on the planet.

How to handle customer complaints on social media

how-to-handle-customer-complaints-on-social-mediaIt’s inevitable in business. Now and again you’re going to do something that annoys a customer and they’ll want to complain about it.

Dissatisfied customers used to pick up the phone or pen you a stern letter to air their grievances. But now it’s easier, and perhaps more satisfying for them, to jump onto social media and give your business a good ear bashing in full public view.

It’s like your dirty laundry hanging out for the world to see.

Fret not! You can take steps to improve the situation. Here are some suggestions for dealing with those unmentionables.

DO…

DO keep your virtual ears open for signs of discontent

Monitoring what’s being said about your business online will give you valuable insights in general, but it will also alert you to customer issues that need addressing.

Check your social networks for new comments every day and sign up for free tools like Google Alerts and Social Mention so you watch for conversations across the wider web.

DO keep any negativity in perspective

People are more likely to shout out when they’re unhappy than when everything is just fine. See a negative review or comment as an opportunity to improve and impress.

DO respond quickly

As soon as you’re aware of a problem, jump in and respond. The longer you leave it, the more disillusioned the individual may grow as they feel you’re not listening to them.

DO take action

Unhappy customers don’t just want an apology – they want to know how you’re going to fix their problem. If you’ve mucked up, apologise sincerely and explain what you are going to do to rectify the situation. Show them you’re human and show you care.

If the complaint is a misconception, reply with polite but factual information.

DO take the conversation offline if you need to

Once you have publicly acknowledged the feedback, take angry or aggressive customers away from the public forum and resolve their issues by phone or email directly. You can return to the public forum once the issue is resolved to post a friendly follow up.

DON’T…

DON’T ignore or delete negative comments

You’ll infuriate an unhappy customer if you ignore or delete their feedback and this can lead to further aggravated remarks. Reply to negative comments openly and respectfully and only delete comments if they are actually offensive or illegal.

DON’T get emotional

Whilst it’s natural to feel defensive when your business is under attack, put your emotions aside whilst you deal with the complaint. Try to understand that your customer is just disappointed because you didn’t meet their expectations in some way.

DON’T keep your strategy for handling complaints to yourself

Make sure any of your staff that may be exposed to negative comments about your business understands how you want them handled.

Overall, focus on giving your customers a great experience. Lessen the likelihood of negative feedback by always putting the customer first. After all, prevention is better than cure!

Getting to know your customers

getting-to-Know-Your-CustomersWe love adding new stuff to Spiffy Stores, and we’re pleased to announce that we’ve just finished putting the final polish on a brand new feature.

When you manage your online store, there’s obviously lots to think about in terms of products, inventory, prices and shipping. But until now, there’s been an important part missing from this equation – your customers!

As ever, we’re anxious to make sure we’re providing you with the very best tools and support to help you run your ecommerce venture successfully and to make lots of money, so we’ve done something about this. From today, you’ll see a new tab in your Spiffy Stores Toolbox, right next to your ‘orders’, called ‘customers’.

Click on this and you’ll be taken to an overview list of all your customers and you’ll see options to sort and filter your customer list, so that you can easily see who’s ordered what, how much they’ve spent and where they are located. Add to this our fantastic new custom search filters that let you create and save your own searches, and you’ll soon see these as an indispensable part of your marketing armoury.

There’s much more detail about this new feature in our Knowledge Base at https://www.spiffystores.com.au/kb/Information_about_your_customers  so we recommend you have a quick look at the documentation to see how this can help you better understand your customers.

But wait, there’s more! This is just phase 1 in our rollout of our new customer-related features. Be on the lookout for some exciting new additions to your Spiffy Store in the coming months.

Store of the moment: Aromatix

aromatix-online-store

Spurred by the birth of her first baby, Aromatix owner Amanda set out on a mission to find truly pure and natural products for her family from local suppliers. She even studied beauty and skincare in her journey to find solutions that reduced exposure to potentially harmful ingredients.

Amanda has scoured the length and breadth of the country to bring you Australian natural & organic products to delight your body, mind and home. And she knows you’re going to love them as much as she does.

Many of them are based on the principles of Aromatherapy, which means they are not only good for you but they smell great too!

Check out her Spiffy Store at www.aromatix.com.au

Vintage: a fully responsive theme from Spiffy Stores

We’re proud and delighted to announce we’ve given birth to a new theme for Spiffy Stores. And it’s a cracker!

Vintage-theme-devicesVintage, our most flexible theme yet, is a fully responsive design. The layout will automatically adapt to the screen size it’s viewed on, whether that’s a smart phone, a tablet or a laptop. In fact, it will always look its best on any screen width from 320 pixels to over 2500.

The Vintage theme gives you 6 elegant styles to choose from: Cupcakes, Fresh Linen, Natural, Vintage Velvet, Mellow Yellow, plus a bonus “Not So Vintage” style.  You can re-colour each of these styles to get it looking exactly how you want too!

And we’ve included a bucket load of customisable features such as…

  • 4 levels of drop-down menus so you can make really specific product categories
  • Cool 5-image homepage slideshow, with 3 different transitions, captions and links, so you can tailor each one to a different message
  • 24 funky heading typefaces and unlimited colour schemes so you can style it just the way you like it
  • Customisable product pages with custom product fields, dynamic image zoom and related product up-sells
  • Display featured collections on your home page with support for collection images (new feature!).
  • Featured collection pages with support for collection images (new feature!) so you can show off your different product categories on one page.
  • Social media integration to grow your audience on your Facebook, Google +, Twitter, Pinterest, Instagram, Flickr, YouTube and LinkedIn pages
  • Newsletter integration with MailChimp, Campaign Monitor or Mad Mimi so you can sign up visitors to your email list through our simple form.
  • Built-in icons for payment methods like PayPal, Visa, MasterCard, AMEX, and Bank Deposit.
  • Matching checkout styles with your logo and colours.

Sound good? Why not take a look around this baby in the Vintage theme demo store we’re building. While you’re there, try clicking and dragging the bottom right corner of your browser window in and out. You’ll see the seamless and dynamic resize in action!

If you want to apply the Vintage theme to your store, just navigate to the “Design & Assets > Theme gallery” section of your Toolbox and update your templates with one click. Don’t forget to save your current theme by downloading it first so you can restore it later if you’d prefer to use it instead.

Instructions on how to make changes to the Vintage theme to get it to suit you perfectly, along with previews of the different built-in styles and fonts can be found in the Vintage theme guide in our Knowledge Base.

4 new payment gateways supported by Spiffy Stores

ecommerce payment gatewayDon’t say we don’t spoil you!

We’ve connected up 4 extra payment gateways to give you even more choices for processing credit card payments.

You can now add the following gateways to your online store. Yay!

Pin Payments – Australia’s first all-in-one online payment system. You don’t even need a merchant account to make use of their solution. You’re up and running right away.

Merchant Warrior – An Australian–based payment gateway that caters for all sizes of business from SME to the big end of town.

SwipeHQ Checkout – New Zealand-based SwipeHQ payment gateway also allows you to send invoices with credit card payment links, create ‘buy now’ buttons and run MOTO transactions.

… and already supported, but now available in Australia…

Braintree – An all-in-one platform from the US that provides a merchant account, payment gateway, recurring billing and credit card storage in the one spot.

You can select these providers, and many others, in your store Toolbox, under “Preferences > Checkout & Payment”.

More information about payment gateways compatible with Spiffy Stores can be found in our knowledge base.

How to start a business blog and bring more traffic to your store

start-a-business-blogA blog is an important part of any business’s online marketing toolkit. If your posts are frequent, interesting and well-written, they’ll help you build a relationship with your visitors and attract new traffic to your site. What’s not to like about that!

Lucky for you, every Spiffy Store comes with a blog section already installed and ready for action. All you need to do is start using it. This article will show you how to get cracking with confidence.

But, before you begin to write, you’ll need to do some prep…

Decide who’s going to help you – blogging takes up a big chunk of time. Rope in as many helpers as you can to help you research and write.

Know your audience – visualize your reader as a real person just like you or me; you’ll want to be talking to them when you write.

Mix up your content – blog posts generally fall into three categories:

  • Useful content: educational and informative pieces like “how to” articles, news and advice that present you as a trustworthy business. Most of your blog posts will fall into this category.
  • Entertaining content: funny videos & stories that build emotional connections with your readers by revealing your brand’s human qualities.
  • Promotional/sales content: news about a new product, sales event or service should be kept to a minimum. Your blog is not a sales channel and you’ll lose return visitors if you spruik your wares too much here.

Gather ideas for your posts – finding something interesting to write about on a regular basis can be the most difficult bit. Believe me, I know! The following list should get your creative juices flowing:

  • Relate to a topical or trending news item
  • Write a post for each of your most frequent customer service question
  • Write about an interesting fact or new data relating to your industr
  • Share company news such as an award, or an important mileston
  • Take readers on a look behind the scene
  • Illustrate different uses for your product
  • Write ‘best & worst’ posts – how, and how not, to do something
  • Review a new product or service you’ve see
  • Write a top 10 list
  • Give away some tips

Create a content calendar – this is the best way to avoid getting distracted or overwhelmed. With your blog topics in mind, plan out a calendar for your blog posting and keep to it. I’d recommend scheduling at least one blog per week.

Still with me? OK, now you can start writing!

My ten tips for writing a good blog:

  1. Be clear about your objectives when you begin. What do you want the post to do – inspire, promote or inform?
  2. Optimise your blog for search with keywords in the title, content and tags
  3. Create a strong, powerful headline to draw the reader in
  4. Make the post lively, interesting and useful
  5. Write like you’re talking to another person and call them “you”
  6. Write in short paragraphs so it’s easier to read
  7. Use sub headings to lead your readers through the content
  8. Aim for around 500 words in length
  9. Always add an image to support the theme
  10. Try making a video or audio podcast sometimes instead of a written piece

Promote your post – don’t forget to announce your new post on your social media channels. It’s a great way to encourage web traffic, sharing and linking.

Rinse and repeat! Once you start blogging, keep it up. The more blog posts you publish, the more web pages search engines can display so your regular efforts will start to bring new, qualified traffic.

Finally, keep an eye on your website analytics for which posts get the most traffic, links and shares. Use these insights to help you create further popular posts.

10 cracking ideas to promote your online store for Christmas

christmas-promotion-ideasAaargh! It’s that time of year again… It seems like only yesterday I was packing away the baubles and vacuuming glitter off the rug, but now there are less than 7 weeks till the Big Day.

With tinsel garlands and Christmas bells festooning the shops, it’s time to for you too to get into gear for the Christmas shopping frenzy.

Here are a few ideas to market your store over the festive season.

Create a Christmas collection

Attract online Christmas shoppers by creating a collection of items from your store that make great gifts.

Choose products for a broad range of tastes and budgets, from little stocking fillers and Kris Kringles to bigger family gifts. Categorise your products with tags like “gifts for mum” or “gifts for him”.

Offer a Christmas gift-wrapping service

Help your customers out by offering gift-wrapping over the festive season. If you’re offering wrapping at no extra charge, you can limit it to orders over a certain value, for example. That might encourage buyers to get more goodies in the one place.

Offer free delivery

Nothing makes my day like free delivery on my purchases. It’s a gift in itself! If you want to limit the cost impact, you could make the minimum order value for free shipping above your average order value and put a time limit on it.

Communicate your businesses seasonal information

Update your website well in advance to let your customers know when you will be closed over the holiday period. Make the cut off date for Christmas orders very clear to avoid disappointment.

Add your festive promotion to your email signature

Businesses often overlook this opportunity. Every time an email goes out, it can carry a promotional message in the signature area. Update your email signature over the pre-Christmas period to highlight special deals.

Create Christmas gift vouchers

Christmas is a great time to offer gift vouchers for your store. It’s a nice idea for shoppers who may not know exactly what to buy for a fussy friend or relative.

You can design a festive gift voucher yourself in a program like Word or PowerPoint and associate each value ($20, $50 etc) with a coupon code. Coupon codes are available on our Business and Enterprise plans and applied to your store through the “Marketing” section of your Toolbox. Find out how to create a coupon code here.

Email to your list to let them know what’s in store this Christmas

Design a festive email layout and send a Christmas newsletter to your subscribers and customers. Offer them gift ideas and let them know about any seasonal promotions. Include important information like order cut off dates and any holiday closures.

If you’re not already using email to connect with your customers and subscribers, here’s a quick guide to email marketing for your Spiffy Store.

Write Christmas-themed blog posts

Blog posts are a great way to attract traffic to your store and Christmas should give you a lot of topical ideas. How about a post suggesting ideal gifts for the hard-to-buy-fors (which you of course sell)?

Get busy on your social networks

Don’t forget to promote your offers on your social networks like Twitter, Pinterest and Facebook using hashtags like #giftsforhim and  #christmasgifts. You could attract a lot of extra traffic.

As the Big Day approaches, post shipping reminders so your customers know the last day to order for delivery in time for Christmas.

Remember it’s all about the customer

Christmas is a huge retail opportunity and the chance to make a lot of shoppers happy. Build good relationships with your customers during this busy time and you could have repeat business throughout the new year.