Pemaquid Communications

Would you ever call an apparel retailer like L.L. Bean and ask for a pizza? Even if you did, would you expect them to assist you? Well, that’s just what a customer service rep at Zappos.com did, according to company CEO Tony Hsieh, who led a discussion on Top Ten Lessons Learned in e-commerce at SXSW Interactive.

Hsieh recounted the time when (at a different) conference, someone couldn’t get a late night pizza from room service, he jokingly suggested they ring his call center. Zappos, he said, focuses its branding on providing superlative customer service. The rep came through, providing the names of 5 pizza joints in the vicinity of the hotel.

Zappos sells apparel (primarily shoes) but Hsieh said that delivering exceptionally great customer service is key to their branding strategy - and their success. He said it may be more expensive to do that - Zappos provides free shipping and staffs its call center so that the average hold time is only 15 seconds - but its viewed as an investment, not an expense.

Hsieh says that important because when it comes to e-commerce, customer loyalty, repeat business and word-of-mouth referrals are very important to developing a successful business.

Here’s Hsieh’s Top Ten Lessons Learned in e-commerce:

1. e-commerce is built on repeat customers
2. word-of-mouth really works online
3. don’t compete on price
4. make sure Web site inventory is 10% accurate
5. centrally locate your distribution
6. customer service is an investment, not an expense
7. start small, stay focused
8. don’t be secretive; don’t worry about competitors
9. actively manage your company culture
10. be wary of so-called “experts”

Here’s a link to Hsieh’s presentation.

Here I am at SXSW Interactive, in Austin, Texas. If they nuked this town right now, they’d eliminate the talent behind the world’s most popular and innovative sites and set back Web development ten years - as well as perhaps 80% of the world’s MacBook Pro users.

I’m glad to be here for the second year in a row. I’m not so glad my bags are not…

The Big Easy, located at 55 Market Street in the heart of Old Port, is Portland’s premier music venue. Club owner Ken Bell was looking for a hip new look that would give folks a great way to easily look up upcoming shows. More importantly, he wanted a way to easily self-publish photos, calendar listings and links.

So, we rocked until our fingers bled onto our mouses and created a new look that we hope makes you want to head downtown. Ken says feedback has been very complimentary so far - thanks everybody!

The site uses the Pemaquid Content Manager for self-publishing of content. Ken & Co. will also be using Pemaquid’s email service for enewsletters.

Your Rockstar Design Team are:

Walt Craven - Graphic Design, guitars (Walt is also the lead vocalist for local band Lost on Liftoff)

The Elusive Dr. Jecker (that’s Dr. Jennifer Ecker, Pixel Surgeon) - Web design, lead guitars, keyboard, harmonica, ukelele

Rob Landry - (yours truly) Interaction Design, Programming, bass, drums, vocals (yes, bass & drums at the same time)

Rock on!

Gettin’ on a Big Ol’ Jet Airliner later today to head to the biggest, baddest scrum of Web-slinging early-adopters the world has ever seen.

Yep, SXSW Interactive ‘08.

Two years ago, there was blogging. Last year, online video. This year it’s… (you guessed it)… All Things Social.

I’ll be reporting live.