USPS Price Hike Hits e-Commerce: Compare USPS, FedEx, UPS [INFOGRAPHIC]

If you're an online seller: eBay, Etsy or website vendor, be prepared to get a kick in the wallet. On Sunday, January 26, new pricing comes into effect.

Our customers all want free shipping but the latest pricing for the USPS may force you to raise your product selling prices. What do these new postage rates mean for your online business (besides higher prices)?

• Flat Rate Priority Mail envelopes stay the same price as in 2013  
• Reduced minimum volume requirement for Priority Mail high volume discounts (CPP and CPP Cubic)
• New Zone 9 created for the Freely Associated States of Micronesia, Marshall Islands, and Palau
• No Commercial price increase for First-Class Package International Service
• Electronic USPS Tracking International Service expanding to additional countries
• New $0.01 discount for First-Class Mail Letters (up to 3.5 oz.) when PC Postage or Meters are used

The folks at Endicia made an easy-to understand pdf outling the 2014 USPS price changes. You can download this valuable information here.

Earthquake Awakening In Northridge: 20 Years from the Epicenter

On Sunday, January 16, 1994 it was what some call “earthquake weather.” When hot, dry Santa Ana winds scorch the Los Angeles area with temperatures reaching into the 80s by day and plummeting into the 40s at night. Earthquake weather is apocryphal, but those who have lived here believe in it, even vaguely, as there is no other explanation for why the quakes occur.

I was a single mother with a home based business; doing advertising and marketing for regional shopping centers and local businesses. The next day was Martin Luther King Day and my 12 year old daughter would have the day off from school. We had just come home from a mini road trip to Solvang, so she decided to spend the night in my bedroom.

At about 4:31 am (04:30:51 to be exact), I woke up to the sound of my daughter screaming, “Mommy, mommy we are going to die!’ I opened my eyes with a start to see a 32” old school CRT TV (which weighed close to 100 pounds) fly up in the air and crash on to the facing wall. I reached for my glasses, while yelling to my daughter to roll off the bed and stay as close to the bed as possible (a highly debated safety technique called “triangle of life”). 

On my way to the floor, outside the window, I saw a pole mounted electric transformer sway at least 3 times at a 40 degree angle until it loudly exploded. I told my daughter not to move and tried to reassure her it would be over in a minute — I while I blindly clawed the floor for my glasses.

There was a loud rumbling, as if a train was tunneling beneath us and the house came alive with sounds of its’ own. The wood frame groaned, pictures and mirrors were falling to the floors and breaking. Crashing of heavy objects could be heard from other rooms.

We held tight, shouting phrases of faith to each other that it will be over soon (for the full 30 seconds or so) until the shaking stopped. What we didn’t know then, was that our home was at the epicenter of the 6.7 magnitude Northridge earthquake. In a panic, we both tried to find our glasses in the pitch black of pre sunrise to no avail. After a few minutes we decided to make a dash into the backyard.

Then, at 4:39 am, a 4.5 aftershock struck. Aftershock is the term used by seismologists to describe the smaller earthquakes that follow the initial one. This was the first of 2,929 aftershocks within the following three weeks through February 6, 1994. It felt like there was one every few minutes. The exact data from CalTech can be seen here and here

We froze on either side of the bed. The noises seemed to be dying down but we were paralyzed with fear. 4:40 am; another aftershock. This time a 4.8 and one minute later, a 4.0. I can only give true magnitudes from the CalTech data, because when you are on top of the quake you experience something you never thought possible. The earth was moving, this isn’t supposed to happen. Combine that with terror and you have a life changing experience.

There was a sliding glass door in my bedroom, leading to the back yard. I guess I didn’t lock it that night because our neighbors, three strapping Cal State Northridge University students, opened the door and yelled to see if we were all right. We weren’t. Neither of us could focus properly, as our glasses became part of the rubble that occupied my bedroom floor. They grabbed us both and pulled us up to run out of the house and on to the street.

Why Bother About a Social Media Policy? Think Twice

You have a business. You're engaging on Social media. So what next? In light of the many social PR fails, consider a policy for your employees.

If you intend to promote your brand and interact with customers through social networks and social media channels – and I highly recommend that you do – you must realize your employees will be there as well, with their own personal accounts. There’s no reason not to encourage your employees to explore and engage in social media communities online, but remember, they are also the face of your company to all their friends and associates – as well as to the customers they know. What they say online or the type of photos they post on their personal accounts may reflect, albeit in a roundabout way, on your business. When they directly talk about you or your business, it will have a cause and effect relationship.

It is your job to guide your business’s online culture and protect your brand’s online persona. Provide guidelines for your employees in the form of a Social Media Policy. This written document, similar to other codes of conduct you have for employees, will let them know what type of behavior you expect from them online and any limits as to what business-related information they can share in the public stream.

Here’s how one of our nation’s biggest companies handled it. Back in 2009, before most people thought about setting guidelines, Adam Brown broke ground by developing a 4R social strategy (review, respond, record, redirect) and spearheaded the development of social media guidelines for the Coca-Cola Company. Aside from designating a code of conduct for their official online spokespeople, Coca-Cola also laid out specific principles for their associates. By taking a look at what Coca Cola deemed appropriate, perhaps it will help you forge a set of standards for your own employees. From Coca-Cola’s Online Social Media Principles, the guidelines below with my explanations outline expectations for any online activities – personal or professional – where employees reference the company or have made their association with the company known.

1. “Adhere to the Code of Business Conduct and other applicable policies” – Coca Cola has several policies regarding specific business activities, including general conduct, information protection and insider trading. All employees (from the CEO to interns) are expected to follow these when mentioning online that they are employees of Coca Cola. 

2. “You are responsible for your actions” – This point is a reminder to exercise sound judgment and common sense when posting online because employees will be held responsible if their actions negatively impact the business or its image.

3. “Be a ‘scout’ for compliments and criticism” – This guideline acknowledges that employees are “vital assets for monitoring the social media landscape.” Coca-Cola even supplies an in-house email for forwarding both positive and negative comments employees observe online, so they can feel confident negative situations will be addressed without feeling like they must be the one to take action.  

4. “Let the subject matter experts respond to negative posts” – This point stresses, again, that should employees encounter a potentially damaging post about the business, the post should be referred to those trained and approved as official online spokespeople to handle responding.

5. “Be conscious when mixing your business and personal lives” – This principle recognizes that personal and business personas often intersect online and reminds employees that everything that is posted online – even when channels or profiles are “private” or “protected” – can still ultimately be seen by anyone at any time 

11 Tips for Photographing Items for Online Stores or eBay

The idea behind using images in your web store or eBay listings is to attract the eyes of potential buyers. With that goal in mind, you should try to create the best-looking images possible, no matter what kind of technology you’re using to capture them.

Point-and-shoot may be okay for a group shot at a historical monument, but illustrating your item for sale is a whole different idea. Whether you’re using a smartphone or a digital camera to capture your the images of your item, there are some basic photographic guidelines can give you better results:

Do take the picture of your item in filtered daylight, whenever possible. That way, the camera can catch all possible details and color. If you can’t take your images during the day, use a set of true-color lights.

• Do avoid getting yourself in the photo by shooting your pictures from an angle (see photo). If you see your reflection in the item, move and try again.

• Do forget about fancy backgrounds; they distract viewers from your item. Put small items on a neutral-colored, nonreflective towel or cloth; put larger items in front of a neutral-colored wall or curtain. You’ll crop out almost all the background when you prepare the picture before uploading the image to eBay.

• Do avoid getting yourself in the photo by shooting your pictures from an angle. If you see your reflection in the item, move and try again .For an embarassing see below.

• Do use extra lighting. You can do this with your camera’s flash mode or (even better) with extra photo lighting. Use extra lighting, even when you’re taking the picture outside. The extra lighting acts as fill light — it adds more light to the item, filling in some of the shadowed spots.

• Do us a photo tent or a Cloud Dome (or their new Nimbus Dome for use with smartphones) when shooting pictures of jewelery or collectible merchandise. These devices diffuse the light and allow the details and proper colors to shine.

• Do remember that eBay requires the images must be at least 500 pixels on the longest side. Adjust your camera so you get the largest representaion of your item.

• Do take several acceptable versions of your image. You can choose the best ones later for your listing.

• Do take a close-up or two of detailed areas in macro mode that you want buyers to see (in addition to wide shots of the entire item) if your item relies on detail.

• Do make sure that the items are clean. Cellophane on boxes can get nasty-looking, clothing can get linty, and all merchandise can get dirt smudges. Not only will your items photograph better if they’re clean, they’ll sell better, too.

• Do make sure that you focus the camera; nothing is worse than a blurry picture. If your camera is a fixed-focus model (it can’t be adjusted), get only as close as the manufacturer recommends. Automatic-focus cameras measure the distance and change the lens setting as needed. But just because a camera has an autofocus feature doesn’t mean that pictures automatically come out crisp and clear.

Know Your Customers Expectations: #Millennials

In my book, The Ultimate Online Customer Service Guide: How to Connect with Customers to Sell More, I discuss the importance of reaching your customer where they are most confortable. Each generation has their own niche needs and wants and I go into depth on each of the Generational cohorts.

Millennials may also be known as the Gen Y preceded by Generation Next, this group is the largest consumer market since the Baby Boomers. They are the approximately 80 million individuals born between 1977 and 1995 to possibly the early 2000s who grew up with the Internet. Although generations generally span twenty years, some demographic definers suggest the actual dates are 1975 to 2000, while others suggest a time frame of 1985 to 2005.  Advertising Age, the influential magazine for advertising, marketing and media professionals coined the term “Gen Y” in 1993 targeting late X-ers born between 1974 and 1980-- so these are truly children of the advertising era. Having been raised in the 1990s, their parents worked extra hard to strike a balance between work and family after the workaholic atmosphere of the ’80s. 

Generation Y comprises the children of the Boomers, and is sometimes called “Echo Boomers” since their large numbers are due to the fact that the huge parental cohort chose to reproduce at this time. This generation has an estimated 80 million members and has finally eclipsed the last birth explosion of 78.2 million Baby Boomers.  

Members of Generation Y have been influenced by their parents to value education. They’ve worked several part-time jobs and already know what they want from their careers once they reach the marketplace. To Gen Y, technology is a fait accompli. They’re aware of every up-and-coming trend and are the first to embrace or reject it. The spontaneity of the Internet keeps them ahead of most businesses; for instance, they seem to know what their favorite stars are wearing almost before the designers and retailers do.  To this cohort, online customer service is crucial to their decision making as they have the experience to research one company over another; benefits such as expedited shipping and generous return policies rank high. They’re style-conscious, tech-savvy, and "prematurely affluent" due to their boomer parents’ prosperity. Millennials appreciate when entertainment is part of the message they receive from retailers.  Retro themes are very popular in this group -- even reflecting times as recent as the ‘80s.  

Online marketing expert Kelly Mooney, in a 2006 study, found that while Gen Y’s are “self-expressive, confident and optimistic, they are also assimilative, risk averse and rarely make a purchase decision without consulting their peer networks. Just like Boomers, they have strong opinions, but more so than Boomers, they feel compelled to share their opinions with their massive peer networks.”Authenticity and transparency in the way you do business is important to this group. Their interpretation of how things should be done gives them the innate talent to sniff out sleazy sales techniques. Give them community to share with their peers instead of marketing at them. 

According to Ken Gronback, author of The Age Curve: How to profit From the Coming Demographic Storm, “Gen Y is already consuming at 500% of the level of their Boomer parents age for age in adjusted dollars.” In other words, this generation may just become the largest spenders in history. 

However, the perception of entitlement issue rears its ugly head with this group. They are sometimes referred to as the ‘Trophy Generation’, which reflects a current trend in children’s competitive sports -- as well as in many other aspects of their lives -- where “no one loses” and everyone gets a trophy to promote the sense that they’ve all done well. Many in this cohort are the aforementioned “boomerang” generation; delaying the transition of passing into adulthood by living at home.   

Members of this generation tend to want lots of attention and have the need to feel “special.” If you approach this crowd with “what you can do for them” and offer a community with spontaneity, you’re got their attention.

Please also visit my website for more interesting tips and observations.