Transcript AbeBooks Corporate PowerPoint

UK Roundtable
July 2007
Agenda
1. Seller Rating – details and updates
2. Communication and Marketing
3. Bookseller Survey Results
1. Seller Ratings
a. Why a completion based bookseller rating
system ?
b. Main elements of the rating system
c. Bookseller Ratings details
d. Timeline & new updates for the buyer launch
e. Completion rate tips
a. Why a completion based seller rating
system?
When purchasing via the internet buyers needs to be
confident that they will receive their orders.
Low completion rates drive away customers, hurt fellow
sellers and reduce revenues
b. Five Main Elements of New Bookseller
Rating System
Based on Completion Rate, NOT on customer appraisal
Bookseller Completion Rate (in %) is converted into a
Star Rating
Bookseller Rating is displayed in Ratings Tracker on sellers‘
accounts with similar functions as Stat Tracker
Sellers can request a status change of an order if they feel it
should not be included in their rating
Extensive help documentation
is available
c. Star Rating will visualise completion rates to
buyers
c. Exposure of Full Details in your Member’s
Menu via Ratings Tracker
Select
month(s),
view CR in %
and order
details
Request Status
Change for an
order
c. What orders are included in the
completion calculation
NEW!
d. Timeline
Phase 1 : May 30th 07
Launch to sellers 30th
May 07
Phase 2 : June- July 07
Test and analysis phase
with room for fine-tuning
and updates
Phase 3 : July 23rd 07
Roll-in of amended
version based on seller
feedback
Phase 4 : a few days
later
Launch to buyers – end
July
Phase 5 : continuing
Collect buyer feedback
Phase 6 : Long Term
Look at how we can add
further rating criteria
d. New updates for the buyer launch
Orders rejected for extra shipping will not be calculated
in the ratings
Clear explanation for buyers – link to “What is
this?”feature next to [Bookseller Rating]
“AbeBooks Bookseller Since: ***” field and ‘Trust’
information with the bookseller information
e. Completion Rate Tips
Books not updated
regularly enough - sold
books still online

Regular inventory updates

Daily deletes via OIMs or delnum files

Do not delete books in HomeBase – mark
them as Sold

To do a complete up date of your file,request
a purge trigger
Sellers cancelling
orders when they
suspect fraud
Buyers do not pay or
do not accept extra
shipping charges

Please contact Customer Service who can
investigate this for you

Fraud orders will not influence your seller
rating

Having listened to sellers feedback, we have
now updated the system to ensure that
orders where the buyer rejects the extra
shipping will not be included in the seller
rating
TIPP 1: Purge Trigger
Click here before
you replace your
old file
(not necessary for
HomeBase users)
TIPP 2: Delnum Files
•
•
•
•
Create txt-file, that contains books you want to have deleted
Each book number must be on a line by itself
The file should be named delnum.txt or delnum.tab
The extension (.txt, .tab ...) should match the custom
conversion we have set up for you, if there is one
• Upload the delnum file via your Member‘s Menu
TIPP 3: Delete Books Online
2. Click here
1. Mark the book here
TIPP 4: Mark books as sold in HomeBase
Change
status to
„Sold“ in
order to
delete books
online
The New Rating System will:
Reward professional sellers
Give the incentive to sellers with low completion rates to
improve
Increase sellers‘ net revenue
Improve buyers‘ confidence in online purchases
Attract new customers who are used to rating systems as
an industry standard
2. Communication and Marketing
a. How do we communicate with our
booksellers
b. Improving Communication
c. Bookseller Blog Interactive Webpage
d. Marketing
a. How do we communicate with our
booksellers?
Regular Newsletters
 Monthly Schedule
 Special Bulletins
Bookseller Forum
 Meet fellow booksellers
 >3,000 participants in 2006
survey
Many
communication
channels
Customer
Service
Roadshows &
Book Fairs
 Meet us in person
 2 Roadshows / Year
 4 Events / Year
Bookseller Surveys
NEW: Bookseller Blog
 Up-To-Date Information
 Available in all languages
 5 language telephone
support during office hrs
 Callback request
b. Improving Communication
The AbeBooks communication challenge:
 Communication in English, French, German, Italian
& Spanish
 The Bookseller Forum is only available in English
with focus on NA topics
 Newsletters can not be sent on a daily basis
b. Bookseller Blog
In March this year AbeBooks .co.uk and .de began using
Blogs to communicate with booksellers.
Advantages:
 The blog can be updated immediately with new or updated
information.
 New blogs can easily be set up in different languages we
currently have one for all sites (EN, DE, FR, ES, IT)
 Sellers can subscribe to an RSS feed, which provides them
with the newest updates without having to visit the blog.
c. Interactive Webpage for UK Booksellers
Select to view a
specific month and
view older postings
View only the post
you want to read
Access the new
Bookseller Help
Blog
Browse the posts by
category
Read the most
recent posts only
d. 2007: Marketing
• Regular print advertising in UK magazines
-BBC History Magazine
-Antiques & Collectables
-Country Life
-London Review of Books
-New Statesman
-Rare Book Review
-Slightly Foxed
-Spectator
-Gramophone
-The Guardian
-Times Literary Supplement
-Prospect