Posts Tagged ‘publishers’

Posted by: Jen Johannsen, VP of Operations

Hello friends! I say that because I have been with ClickBank for a long time, and have developed relationships with so many of you. For those of you that I haven’t had the chance to work with – I hope that we also have an opportunity at some point!

In my “previous life” (pre-ClickBank), most of my experience was in restaurants and restaurant management, which I really enjoyed. I always loved trying to make certain each customer had a great experience after they walked through the door. That is what we expect at ClickBank, as well. I recognize, however, that we still have improvements to make to reach this goal.

As you may have noticed, we have made a significant effort to improve our outbound communications with our clients. We also have plans to improve our inbound customer service communications this year. Some of the ideas that we are working on include building a ticket system for handling incoming inquiries from our clients, offering online chat as a way for clients to ask questions and get answers more quickly, and further extending our customer service hours.

It is important to me that while we work on these projects, we are still addressing the questions and needs clients have right now. With that in mind, here are my best suggestions for getting the responses that you need from ClickBank as quickly as possible:

• First, be sure to always use the form on our Contact Us page. The emails that are sent through the form are guaranteed to get to us, whereas emails sent to a particular email address always have a possibility of getting improperly categorized or filtered along the way.

• When possible, ask all of your questions in one email and be as thorough with your questions as possible. This will allow one Customer Service Representative to answer all of your questions at one time. This is much more efficient than having multiple different Customer Service Representatives answer one question at a time.

• Only send one email for each inquiry. Until we have a ticket system, we are unable to tie two matching emails together. As a result, we spend time responding to each email that arrives, even if it’s already been answered, which slows us down for answering other unique emails.

• If you have a confusing question, or if you are having a difficult time understanding the information our team sends back, feel free to ask us for our phone number or send your phone number to us. The number is not currently published on the website because we literally get thousands of new sign ups a day. For every one phone call, we can handle ten to twenty emails… so for us, the best first shot at answering a question is by email. Not only can we handle more emails at a time than we can phone calls, but then you also have a written answer that you can refer back to. But when that doesn’t work, we are more than happy to help by phone. Just ask!

• If you are still having problems getting a response (and you’ve tried my recommendations above), I want to know about it! Leave a comment and we’ll try to track down why you didn’t receive your email or why you haven’t received a response.

I hope you find the information above helpful. I’m looking forward to implementing our improvements this year! Keep your eyes out for great things from ClickBank’s customer service team!

Posted by: Bob Dunlap, Director of Marketing

Ever wonder why some products are wildly successful while others struggle? Not an easy question to answer, but successful products do share a number of characteristics. First and foremost, they all meet a specific need or solve a current problem for the prospective consumer. Additionally, they all deliver real value, are well positioned and marketed, and are priced right.

With ClickBank products, there is one other critical consideration — will affiliates promote the product?

Virtually all best-selling ClickBank products benefit from a significant number of affiliates actively promoting them. These affiliates risk their own resources, both time and money, to drive qualified traffic to products that convert and return a profit. These affiliates have a huge variety of products to choose from, so make sure yours gets their attention. Remember, affiliates are looking for products that sell to a specific niche, offer good quality and value for the consumer, convert well, and, last but not least, pay enough commission to earn the return on investment they require.

When you are new to ClickBank, you may be thinking “I can’t afford to offer 50% or higher commission to affiliates.” The real question you should ask is, can you afford NOT to? Here are some statistics that deserve careful consideration. Listed below are the average commission percentages for ClickBank accounts with affiliate-referred sales in 2007:

Top 10 selling accounts- 74% commission
Top 100 selling accounts- 69%
Top 1000 selling accounts- 60%
Average for all accounts- 55%

Commission offered to affiliates is not a singular determinant for product success. With that said, I believe this data speaks for itself. So remember, if you’re a ClickBank product publisher just starting out, or if you’re looking for ways to improve existing sales, take a second look at the commission rate you offer affiliates. Generosity is often rewarded.