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Friday Afternoon: Writing My Bio

One of the most useful pieces of feedback I’ve gotten from my mentors is “You rock. Don’t be so uncomfortable calling yourself an expert.” I hate talking about myself – it always feels like an exercise in self-aggrandizement, even if I’m just saying “Yeah, I guess I make a pretty good cup of coffee.” So every time I have to come up with any sort of bio, I agonize over it way more than I should, worrying that I’m not quite dialing the mixture of  my skills, knowledge and expertise with my punk/rock ‘n’ roll/DIY/gearhead roots and attitude.

Anyway, I had to write a new bio this week. Here’s my rough draft:

“Surj is a seasoned, passionate ecommerce devotee with experience in many industries. An online marketing generalist with deep experience in all forms of customer acquisition and retention, he’s most passionate about email marketing, search marketing, and affiliate programs. A die-hard gearhead, if he’s not contemplating his latest world domination perfect customer acquisition plan, Surj is most likely riding his motorbike in search of good rock ‘n’ roll or coffee.”

Aw crap, I forgot “Likes to play poker, but not very well.”

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Riding Season is Here!

Motorbikes parked in the Financial District, San FranciscoI’m glad I wore my lightweight jacket today. It’s like summertime!

Unlike some folks, I absolutely love riding the giant, crazy supercross track of San Francisco – especially when the weather is dry and the streets aren’t treacherously slick.

All these fair-weather riders are making it a little tough to find parking. You can see my bike in there somewhere. It’s the yellow one off in the distance. ;)

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Solving Customer Experience Problems with Social Commerce: Infused Facebook eCommerce

Go Smile, where I’m General Manager of eCommerce, was featured in the Jill’s Steals and Deals segment of the Today Show in late 2010. Obviously, this was huge in many ways – the traffic spike was unbelievable. The website was almost instantly brought to its knees.

I’d been talking to the folks at Infused Commerce about their Facebook Store solution, and reached out to them to see if we could get something live quickly enough to help serve the massive number of folks coming to the site as a result of the Today Show deal. Keep in mind, this was short term demand – the deal was supposed to last 24 hours, and although we had upgraded our servers in preparation for the traffic, it wasn’t enough. We were turning away site visitors – a bad experience for would-be customers, and a loss of opportunity in terms of new customers, email signups and brand reputation.

Incredibly, the guys at Infused were able to get our Facebook shop live within hours. We posted the link on our temporary home page, and by the end of the day had processed a huge number of orders through the Facebook store – almost twenty times our normal daily website order volume in a single day. The launch was a resounding success, and really helped mitigate the poor experience experienced by some folks having issues ordering on the main site.

Unfortunately, due to some issues we ran into while trying to integrate with our fulfillment partner (who will remain nameless) we had to take the store down temporarily. We thought it’d be down for a few weeks at the most, but due to a an ridiculous comedy of delays and freakouts from the fulfillment company, it took months to make the integration happen.

We finally launched the Go Smile Facebook store again last week. We haven’t been pushing it much just yet – taking a few orders and watching for issues with the fulfillment integration. But I’m planning some excellent campaigns very soon – this is a powerful tool to drive not only orders and revenue, but fan count and engagement. More to come on that soon.

Right now, the Infused Facebook shop application works in typical product feed fashion – very simple. The store itself is a Flash app that lives in an FBML tab on your company’s Facebook page. If you’ve sold stuff or advertised on Amazon, you’ll be able to set up your Facebook shop in your sleep. The Infused team sets up the store with your brand colors – you just need to provide some basic files like a logo and a “front door” image along with your product feed, and you’re ready to roll. The orders are pulled from a secure URL. Easy peasy.

I can’t say enough nice things about the Infused team. While the curent beta version of the Facebook shop sports a pretty basic feature set, they’re moving fast – they’ve made vast improvements to the product since I first talked to them a few months ago. There are other companies doing this, but it’s been a pleasure working with them. It’s a classic startup story – they’re new and hungry, with a small agile team capable of moving very quickly. Their customer service has been excellent, and they’re attentive to our needs. They eat up feature requests like candy, and in some cases stuff I’ve asked for has shown up a few hours later! The pricing is excellent, too – less than most companies give up to affiliates, and there’s no commitment.

Small brands – this is an easy, effective way to make your Facebook page a powerful tool in your customer acquisition toolbox. The buy-in is very small, and implementation is incredibly easy and fast. Do it now!

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Motus MST: This Is What Motorbikes Should Sound Like

I’m pretty consistently retro-grouchy about new bikes. “These new-fangled motorbikes you kids are riding look like something outta that movie about the robot cars. Whattya call those? Trans-foamers?” Believe it or not, I’m extremely conservative about how motorbikes should look. It typically takes about five to ten years for me to like “edgy” new designs. So I was hesitant to jump on the Motus bandwagon. The concepts sounded great early on – especially the engine – but the drawings were ugly.

After seeing the video of the MTS-01 on HellForLeather this morning, I’ve changed my mind. It helped that they made the bike’s styling substantially more conservative than the early drawings – less ugly to my jaded, aging eyes. And it sounds OMG AMAZING. Rumbling, roaring, BAD ASS. Check out the video below to hear it for yourself – this is what motorcycles should sound like.

Successfully launching a new motorbike company is extremely difficult. I wish Motus the best – this looks like an awesome bike. Check out the Motus YouTube channel for more awesomeness.

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More Nostalgia: Honda ATC 250R – The Devil’s Own ATV. Yes, Please.

Honda ATC 250R

As I said last week, I’m a motorbike addict. It’s Friday afternoon – I must be lusting after motorcycles I don’t need.

Today during my afternoon browsing-for-bikes-on-Craigslist coffee break, I came up a 1986 Honda ATC 250R. ATC as in all-terrain cycle.

As a kid, I rode all kinds of motorcycles ranging from late-sixties, barely-ridable suicide machines to newer, sweeter machines. We had several three-wheelers, and the pinnacle of awesomeness was my 1983 ATC250R. It was brutally, unforgivingly fast – and therefore incredibly fun. Kids these days on their gently-tuned, softly-suspended four-stroke ATVs have no idea of the fury you unleash when you whack the throttle open on a two-stroke screamer. I remember cackling maniacally inside my helmet every time I hit the gas, front wheel pawing the sky, arms stretching as I struggled just to stay on the bike.  I was 13, and felt like I was riding a rocket ship.

This guy’s ad title sounds like me back then, breathless, all-caps screaming, “RUNS GREAT FAST!!!” He’s not joking – this is a crazy-fast machine, a “nasty little bugger” like HST wrote about in Song of the Sausage Creature. To paraphrase, “There are some things nobody needs in this world, and a bright-red, warp-speed 250cc two-stroke ATC is one of them – but I want one anyway, and on some days I actually believe I need one.” Rule Pismo Beach, indeed.

I always lusted after the ’86 ATC250R. It was the last – and greatest – of the three-wheeled Mohicans, due to a ban on three-wheeled all-terrain vehicles. They occasionally turn up on Craigslist, and I immediately fire up my daydream machine. “What I need is a little truck and this here ATC, and I’ll spend my weekends roosting the dunes!” Never mind the last time I rode an ATV up at Prairie City a few years ago, I ate it hard on some river rock and couldn’t walk upright for about a month.

I never really felt comfortable on four-wheeled ATVs, though. I’m pretty sure three wheels are safer, no worries.

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The Rose-colored Glasses of Memory: My First Motorbike

My first street bike - 1969 Honda CL350 Scrambler
Gateway Drug: '69 CL350 Scrambler

I’m a motorbike addict, a junkie too far gone to even bother with denial. My morning coffee and lunchtime routines includes a lot of “researching” of the Craigslist motorcycles section and the BARF Classifieds.

Today I came upon a 1969 Honda CL350 Scrambler for sale down in Santa Cruz. This was my first street bike! No, I didn’t start riding in 1969 – I wasn’t even born then, contrary to what the gray in my beard may have you thinking. I bought my CL from a friend of my dad in 1988 for $100. That’s right, one hundred American dollars. It was clean, too – at least as clean as this one, and it ran. I tore around the backroads without a license (wasn’t old enough) or a helmet (I know, very bad!). A year or two later, I got a license, a helmet, and a 1981 Yamaha XT250.

DUDE. I want this bike. There’s no sense to it, none at all. Yeah, early Hondas CBs and CLs are cool bikes – I’ve had several, and loved them all – but there’s no real good reason to buy this bike other than nostalgia. I’d been riding on the dirt for many years, but this is the same exact bike that introduced me to the evil powers of street bikes.

It’s too small for me, and I’m too accustomed to *ahem* real horsepower, the brakes will be about as good as dragging my feet, Flintstone-style, it’ll be impossible to find parts… the list goes on. But I still want it.

So the rationalizing starts… I could get it, hang on to it, eventually restore it, ride it around the neighborhood now and then. Angelica could ride it. Ooh, there we go! And it does look reasonably unmolested, even has the original paint. Sure, the frame has been repainted, but it’s probably ok. The side covers are missing, but that’s nothing that hours upon hours of combing eBay and motorcycle wrecking yards can’t solve. I can probably talk the guy down on the price, maybe get him down to around two grand… hey, that’s only 20 times what I paid for my first one!

And it just so happens we’re going to be down in Santa Cruz this Saturday.

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Interesting Poll on Linkedin: Should Every Manager Have an MBA?

I live within walking distance of a lot of hot startups. Working in the San Francisco Bay Area and rubbing shoulders with all the entrepreneurial royalty, it’s easy to start feeling like everyone has an MBA. Hell, I’m pretty sure the barista downstairs from my place has one to go along with his attitude, and I’ve interviewed lots of folks for very junior roles who had their MBAs in hand before they got any real work experience.

I’m a no-MBA, learn-by-doing hooligan, so this poll on LinkedIn caught my eye. The results are interesting – and for me, reassuring. The included demographic info is worth checking out. Sorry, no spoilers, you’re gonna have to click through to see the results. By the way, the LinkedIn poll tools are slick.

I don’t think the question is as simple as “Should I get an MBA?” You want an MBA? Go for it. It’ll definitely open doors. You want to be bad ass, work hard and do cool stuff? That’s awesome too. Me? I’d rather just jump right in, take stuff apart and put it back together again, whether it’s a motorbike or an online marketing campaign.

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Lane Splitting is Safer. Here’s Why.

There are lots of reasons lane splitting is good. For me, it’s mostly that I become almost immune to traffic congestion and can slip through gridlock smoothly and quickly. Perfect for commuting. Also, it’s fun!

Safety is another really good – but often forgotten – reason motorcyclists should split lanes, as demonstrated in this video. Today in San Francisco, a fellow Barfian was hit from behind at a stop, with his GoPro helmet cam running. The cam captured the experience from his viewpoint. Amazingly, he didn’t hit the ground, even though he was thrown from his bike by the impact.

Motorists often see the bigger shape of the stopped car, and don’t realize there’s a motorbike there too. Filtering to the front in traffic prevents this common accident. Splitting lanes is safer than hanging out behind a car.

Make sure you turn on the sounds when you watch this. Be prepared to cringe. This guy is extremely lucky he wasn’t badly injured, although I’m certain he’ll be plenty sore tomorrow.

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Distance to Discount Ratio? How About a Work to Incentive Ratio?

Today, TechCrunch called out some numbers from the folks over at JiWire that quantify how far people are willing to travel to get higher levels of discounts. Wait – people will travel further for bigger discounts? No way!

Kidding aside… first, this overly simplified take on the data makes me think a lot of people way undervalue their time. 40 percent of respondents will travel up to an hour for a 40% discount on a $100 item? People – haven’t you heard of Woot?

Second, while the implications of this are pretty obvious for location-based promotions, I’d love to see some data that tells the story of how much “work” people will do in exchange for incentives online. How many friends’ email addresses will Joe sell out share in exchange for more vegetables for their virtual farm? How many completely irrelevant offers will Franklin click on to build up points for a gift card? How many times will Susie refresh a page to get a free sample worth less than a buck? What are the incentives required to get engaged users of your product to enthusiastically tell their friends?

I ran a promo in late 2010 where a beauty product that’s normally $89 was offered on an extremely high profile national TV show for just $10. The resulting traffic to the website was roughly 500 times average. The site slowed to a crawl, and would-be customers had difficulty purchasing. One of the most amazing things about this offer was the number of people who complained angrily via Facebook and the more traditional customer service channels that they’d been “refreshing for ten hours” to make the purchase. Important feedback, and very helpful in understanding the level of emotional investment in the product, but the time investment people were willing to give up was way higher than I’d have suspected. The vocal folks in this case were a small minority compared to the overall sales, and I think it’s important to not place too much value on the anecdotal information. Still, ten hours of refreshing to save $79 on a non-essential cosmetic product?