Wednesday, September 27, 2006

The Challenges of Growth

MerchantCircle is focused on delivering services to enable local businesses to find more clients. As part of this service, we provide a web page for each merchant as well as tools that merchants can use to get the word out about their business (blogs, coupons, newsletters). The free MerchantCircle service is (as the name indicates) free and is being used by over 50,000 merchants currently.

Merchants can receive ratings and/or reviews on their MerchantCircle listing. In the past, some merchants have raised concerns about not finding out their listing was available and more importantly that a consumer had posted information on that listing. We have been experimenting with many different methods of informing merchants when their listing changes. For example, when a listing is claimed, we notify the merchant via multiple methods to confirm identity. Some of these methods involve pro-actively contacting merchants who may not visit the site regularly or are unaware of the listing. These efforts have been made to try and manage a merchant concern.

As you can imagine, this required some investment and some effort. In fact, for a while the entire team of 9 personally contacted local merchants. Anyone who was worked with lots of users can probably guess that this approach does not work when rapid growth occurs. Some of the experiments seem to be having unintended consequences and had some execution issues. We are working to address those issues while continuing to deliver value to merchants.

In addition to our efforts to keep you informed, our system allows users to invite local merchants to join their network, or MerchantCircle. The growth in merchants has resulted in a large number of invites on the system over the past few weeks as merchants figure out that adding to their network will increase the ability of local customers to find their listing. We have received some concerns about this and are working to improve the situation.

Merchants have complete control over their information on MerchantCircle. If anyone would like their listing to be removed from MerchantCircle please email and include your business name and phone # and we will remove your listing from the site and your contact information from our system within the day.

If you would like to use MerchantCircle to help grow your business, we look forward to working with you to continue to improve our ability to bring you local customers.

Best Regards,
The MerchantCircle Team

No comments:

Post a Comment