Feature release- Following Welcome email Feedback

[James]

Hi Creators, 

Please feel free to share your feedback on our following feature email, announced here. 

Thanks, 

The Creator Team. 

[Sara_H]

I'd like to opt out sending my followers  (which are 90% designers)  getting any updates as to new designs from my stores.

Is this possible?

edited to add checkbox mock-up for creator stores

[idraw]

Sara, you make a good point about how many other designers/creators are followers. I would also like to be able to opt out for that reason.

[Cat]

I don't have much of an opinion about this new feature per se, but it is yet ANOTHER thing furthering the misperception that customers are ordering directly from us rather than ordering from Zazzle. I understand that Zazzle feels it's important to put the designer up front and center, and that's fine, but something REALLY needs to be done to clear up the misunderstanding about our role. 

I receive several messages every day, all of which should be directed to support - and those are just the customers who have contacted me. Even customers who actually do have a design related question assume that they're ordering from me, not from Zazzle. I want to clarify that my issue is NOT the time it takes to respond to these requests (although that is annoying) it's that it leads to customer dissatisfaction and frustration.

It's also problematic in terms of product reviews, because when a customer is unhappy with the printing, shipping, or product specs, they often blame us and leave a negative review which can dissuade future customers from using our designs, when in reality those are things that we have zero control over - and they should not even show up under reviews in our store - those are reviews of Zazzle, NOT of the designer!

It's not that I don't appreciate Zazzle wanting to give us credit for our work, and I'm sure these efforts do increase the warm fuzzy element, but I'm not at all convinced that this makes up for the problems it's creating. Please, Zazzle, I implore you to address this issue!

[redbook]

I want to second Cat's comments. Also want to suggest the 'send email' to the creator feature is not included.

[AlyssaErnst]

YES!!! I'd say at least half of my inquiries are questions about shipping times, sizes, changing customization after an order has been placed and other things that are meant for Zazzle customer service. It's not very efficient to have to re-direct people all the time.

[alissag]

I definitely like this idea. My one concern is that if I'm reading it correctly the weekly emails will only be for the store most recently followed. I realize for someone that follows a lot of stores, this may be the only practical way to do it, but I wonder if these emails could at least have somewhere they could click that would be something like "see updates from other stores you follow" or something to that effect. Otherwise they are only ever going to see updates from the most recently followed store. That or this could cycle through the different followed stores to show a different one each week.

[KC]

I agree with all three comments mentioned above my post. 

Most of my followers seem to be other designers, so not sure I'm keen on sending out emails with best sellers and newest products. May be helpful for honest affiliates though. 

And the confusion about designers vs product manufacturers continues, I think these emails may contribute to that. I do find that when I say "I'm a template designer" it seems to clear up the issue quicker than longer explanations I've written out. 

And yes, some sort of rotating feature would probably be better than just the most recent store followed. Especially since customers mix and match pieces to build invitation suites and gifts. 

What if the option to Follow for these emails was given as part of the order process or follow-up emails? That way actual customers can select which type of item/designer they are most likely to want to see more from? 

[WittyBetty]

This is a really tricky thing no one can figure out before actually testing and seeing. I know for a fact that, while most of my followers are Z designers, SOME of them are indeed customers. I also know SOME of those customers are phone addicts and check every notification they get. I also know, even if weekly updates seem quite okay (compared to social media updates and alike), for customers who only order on special occasions, they still might be too frequent. I also know that people prefer to cancel any notifications altogether rather than find out a way how to change notifications from weekly to monthly or never (or whatever other options exist).

What I am trying to say is

1) I am absolutely not willing to notify other Z designers what I just published

2) I am absolutely willing to notify affiliates who promote me what I just published

(guess 1 and 2 are impossible to distinguish from one another as of now so if there's no option to exclude 1 while keeping 2, I agree to keep both)

3) I am willing to notify active customers what I just published ONLY if they are provided with an EASY way to change their preferences as to how often they'd like to be notified. I mean, right in a notification email there should be a link straight to the Notification Preferences From Stores I'm Following page (not to the main Notification Preferences page). It should be a "one click does all" way (well, two clicks maybe).

Other than that, I don't have much to say right now. It's mostly speculations and guesses how it would work. I think, testing it is a good idea; seeing how many customers keep weekly notifications vs. how many change the frequency and how many cancel notifications altogether would tell a lot. Not to mention possible following sales that wouldn't happen otherwise (won't hold my breath but more opportunities is always better than less opportunities).

And, come to think of that, distinguishing active promoters from all other followers would be a dream but I understand how difficult it would be to implement if ever possible.

All in all, seems to be a promising feature, can't wait to know if it works.

[Connie]

Personally, I don't like getting emails when designers I follow post new products, because I get so many emails from so many sites, that it's tiring to have to go through them all. I get some from other sites, and usually delete them without even opening them. But I can't expect all my customers to be like me, so if it works to bring in sales, I'm all for it! I do think a Promo code is a good idea- I'm a lot more likely to buy that way (IF I actually open the email to SEE the code!)

[DesertSky]

A lot of good points have been made here. I agree, I don't think fellow designers who haven't purchased anything from the store should receive these emails. I can see where these emails could be beneficial to customers, but it feels like too much information is being shared with fellow designers. I also feel like there should be an opt out option, especially if all followers (mainly designers) will receive them. 

[Cat]

Is the concern that other designers might copy your work or something? 

[DesertSky]

That's part of it. I agree with the post stating that there are other ways for thieves to steal, but I don't think the info needs to be hand delivered to their inbox. Thankfully, not all non-customer followers are thieves, and as Shelli said, affiliates know how to find the designs/products they want to promote, they don't need an email. In my case, one of my designs was near the top of the first page of 100,000+ products and someone copied the design, then literally copied the title and keywords (verbatim, in the exact order). You could tell because part of the title was cut off when they copied it and one of the keywords was very unique.  When reported, the response from Z was that I had to send proof of copyright, which I don't have. It didn't matter that it was very obviously copied. So, the copycat product remained in the marketplace and even showed up in my "Other Designs you might like" feed on my product page. I'm sure this caused confusion for customers and lost royalties for me. I saw the same thing happen to other designers, there were even threads in the old forum about it.

So, copying is definitely part of the concern, but I also agree with all of the points you made. I understand giving us the ability to interact with customers, but I think it's become very confusing to customers. First, we were artists, then designers, now creators, plus then throw in the makers and I'm sure customers are beyond confused. As a customer, my thought would be: "Who are you? What do you do? I don't know, I'll just contact whoever".  No disrespect to Z, but as I see it, I am a designer, not a creator, I don't create anything except a design, therefore I'm a designer. Also, these are not my customers, I don't sell anything, they are Zazzle's customers. I get paid a royalty for a licensed design, period. This is not to say I don't appreciate each and every customer that comes to Zazzle's website and purchases a Zazzle product with my design on it, I do appreciate them and Zazzle very much. In my opinion, the lines are becoming more and more blurred and more and more confusing to customers who don't understand the structure of Zazzle. I really think there should be an opt out for designers who don't want to participate for various reasons, whether it be because of copycats or being on the receiving end of continued customer confusion.  

[Cat]

I'm sure at least part of the confusion stems from the success of Etsy, and maybe that's what Zazzle is trying to capitalize on by putting all of the emphasis on us rather than on Zazzle. I keep trying to find ways to explain my role so customers won't be confused, but I'm not sure I'm succeeding. In my "thanks for your purchase" blurb I had written something about how I don't produce the physical products, just the digital template, so please contact Zazzle for questions about printing or shipping. That TOTALLY backfired. I got a message today from a customer who read it and somehow concluded that she wasn't going to get any physical invitations, just a digital template, so she cancelled her order. I re-worded it again, but it feels like an uphill battle when everything is encouraging the false assumptions. 

Anyhow, in terms of copied designs, I try not to worry about it too much. I mean if someone takes a screenshot of my original artwork and uses it I'd definitely report it, but I think it very quickly becomes a game of diminishing returns - like you could easily spend all day every day chasing crooks and never get any actual work done!

Sigh.

[DesertSky]

As you said, sigh. I agree on both points. The emails will make it easier for those unscrupulous few, which isn't ideal. It's really sad to see it happening here, but I agree, you just have to move on. 

I can see your frustration, and honestly, I'm not sure anything will clear up the confusion, especially with the expanding interaction with customers. I, personally, would prefer an opt-out on all of it, but I doubt that will ever happen. In my message I thank them and end it with: If you have any questions about your purchase please call customer service at 1-888-892-9953.

You're certainly welcome to use that wording, or something similar, if you think it will help clarify your role.  Good luck with it all! 

[ColsCreations]

Well, turns out you can follow your own store so I am now my own most recent Follower.  Is there an estimated date yet for when the first Weekly and Monthly emails are set to go out? Will be very interesting to see what's in it. 

[Doodles]

I have lots of Customer followers I don't mind as long as they can opt in for the e-mails. 

[Melissa_Patton]

I like the idea of contacting followers for a chance at more interaction. I do agree that many followers are other designers. The unique store promo code sounds really helpful.

Any chance for a future version where customers get this type of email, monthly, from the last Zazzle store they purchased from? It could encourage repeat customers and keep them engaged with the last place they made a purchase.

[Scott]

Thanks for the suggestion! I'm not really sure what the team has planned with this feature in the future, but I like this idea.

[CrazyMermaid]

Thieves are thieves and will steal your stuff whether you send them an email or not. They don't need an email to find your bestsellers or new products. I think it is worth the risk to reach authentic customers and form a bond with them. I am excited about this. 

[Cat]

Maybe the little blurb from Zazzle could be re-worded a bit to clarify our role? Perhaps the third sentence could read something like: "Get ready to discover unique products to celebrate your upcoming events and life moments, designed for you by XYZ Store and produced by Zazzle's team of professional printers and makers."

[CrazyMermaid]

Honestly I think that sentence is just too complicated for effective marketing. I am just not seeing the problems you are I guess. I want to try to bring as many people to my store as possible and I'll deal with the explanations. I am good with that. Chance to sell more stuff. I think this is good, especially if the economy starts to slow down. 

[shellifitz]

Please give us an opt out.  I don't want to participate.  It is going to be offputting to many customers even once a week.  And as was already stated, most followers are other designers playing the followback game.   

You also need to give the follower an opt out in case they don't want to get weekly emails from the stores they follow.  My email is already flooded with advertising I don't want to get updates on the stores I follow either.  I follow them because I am an affiliate and I promote their products. But I already know how to find them.   I will make a prediction... we will see our followers drop off to only other designers and then we will see copycats galore.  

Give us a way to opt out of the follow game.  

[Scott]

Users will be able to adjust the frequency that they receive emails. Default frequency is once per week, but it can also be disabled entirely.

[shellifitz]

Okay that is a good start.  If an opt out is not forthcoming (which I assume from Zazzle track record with granting opt outs) I would also like to see followers who are also Zazzle designers automatically blocked from recieving them and they only go out to verified buyers.  I am okay with verified buyers getting updates on my new and bestselling designs but not keen on  handing them out to any designer (creator) who follows me.  I have already had issues with some of my designs being copied my "followers" 

[AugieDoggyStore]

I like this feature a lot. Have been waiting for it for a long time! But I do have some questions.

I don't quite understand why the emails can't feature every designer who a customer follows. Just the shop name, a few highlighted products, and a "see more" link. Even if Zazzle wants to feature a single designer, why not mention the other designers who have updates too? The way I'm understanding it, only the most recently followed store will generate an email. So if I'm not the latest, then how will my customers ever know I updated anything?