Pooki’s Mahi Aims To Improve Customer Experience With 5 Technology Improvements

Summary - Key Lessons:

• The main rule:When hiring functional experts.  Make sure he/she plans and own the functional area(s) they were hired for. Advise or opinions provided in other areas where they are not an expert will fall on deaf ears.  It will piss off the core team.
• Key Lesson:Hire advisors who brings expertise in areas (functional or vertical) that are unfamiliar to you and who want You/your Company to succeed. Do not listen to a non-SME. It will be costly.

Silicon Valley startup Pooki’s Mahi launches upgraded Subscription program and technical updates to ecommerce store bridging the gap between operations and launch.

Pooki’s Mahi’s new ecommerce store launched in May 2013. I spent the next several months collecting data, analyzing the traffic and capturing feedback from customers and technology partners. As a startup it easy to listen to anyone that has an opinion. Not everyone is a subject matter expert in the areas I wanted to improve or have the social/emotional intelligence.

For example, connected with a Business Development Account person (Katen) from a product feed company in San Diego, CA back in June 2013. He proceeded to tell me, “You suck. Your site sucks. You don’t know how to design an ecommerce store.” Feeling extremely annoyed (pissed) I enlisted guidance from product feed experts from two companies, Google and GoData. In two-three weeks I became an expert: created product feeds for all the marketplaces and sent them daily at a scheduled time.

The second example is specific to business and operations analytics. Have any of these situations occurred in your organization:

1. Senior software developers tell an Affiliate program manager how to run an affiliate campaign?
2. A business development exec identify the Top 10-15 business operations metrics and how behavior flows + ecommerce metrics/goals ties to it?
3. An operations (supply chain management) lead dictates what promos and how an Affiliate program manager should drive conversions in the affiliate channel?

At Pooki’s Mahi #1 and #3 never happens. #2 occurred; ignored the opinions by asking the person to draw and walk me through the data points. She couldn’t do it. A non-SME will focus on the wrong areas (not take into account other data points). In this case, landing/exit pages, TOS (Time on Site), and where the traffic is coming from. I’ve hired leads that understand how to work well in a cross functional environment.

The main rule:Plan and own the functional area you were hired for. Advise or opinions in other areas where you’re not an expert will fall on deaf ears.

This is one of many examples of why you shouldn’t listen to a non-SME.

Key Lesson:Hire advisors who want You/your Company to succeed and do not listen to a non-SME. It will be costly.

January’s launches are technology themed. All the fixes, upgrades and great things we wanted to launch in Q4 but couldn’t due to the heavy retail season will soon be available.

The short list:

1. Complete automation for Pooki’s Mahi Ops HQ to fulfill orders for all marketplaces (helps Ops Team!):Our CTO/CA built out an auto fulfillment app on js.node (open source) the last few weeks. We’re testing/improving this. This app solves the manual work to pull orders from our key marketplaces, push them into Pooki’s Mahi’s Ops systems and report the required shipping info (shipper, tracking number, transit time) back to the marketplace. When this app launches in pilot in February it will also handle subscription orders.
2. Subscription billing that keeps customers inside PookisMahi.com for a seamless CX experience:I’ve been trying to launch Pooki’s Mahi’s Subscription Program (Plans + Products) since June 2013. Piloted three solutions which all failed miserably. We’re on our fourth pilot (new vendor for existing platform). This is an interim fix until the long-term solution launches. By end of January will move Subscriptions out of Pilot into a P2 launch.
3. Product Feeds with pricing regenerator: We’ve piloted a few versions and are now sending product feeds daily to all shopping, discovery, affiliate network, marketplace and product listing ads partners.
4. Upgraded Mobile Site:More than 50% of Pooki’s Mahi’s customers are technology savvy and conduct business via their mobile or tablet device. In pilot is a tablet device experience that creates the catalogue-like experience. Streamlined the experience for mobile devices to make it easier for customers to browse for the product and purchase it.  
5. Wholesale:Implementing all the lessons learned from our Wholesale Pilot Program and will launch the upgraded version in February 2014. More great news – since our Wholesale Program is a bulk/volume discount program we’ve partnered with a few online etailers who’ll be carrying our products. Yeah!
6. Product Reviews: We're moving all 3K+ reviews from the many marketplaces and channels into PookisMahi.com.  We've had a few challenges integrating the marketplace reviews into the main store without cluttering social media. Very thankful for the recommendations and want potential customers to see the praises, too!

The Academy Awards® is a registered trademark of the Academy of Motion Picture Arts and Sciences®. The Gift Suites where Pooki’s Mahi’s products are show cased are not authorized by and is not associated with the Academy of Motion Picture Arts and Sciences®, The Academy Awards®, or any of its official partners or vendors.

Pooki’s Mahi™, The PMO Practice™, and Matcha Matcha Man™ are trademarks of Pooki’s Mahi.  New Product Launch introductions, Go To Market Planning and supply chain frameworks are protected under VA 1-294-170.   

About Pooki’s Mahi:
Pooki’s Mahi™ is a Silicon Valley-based private label coffee pods andcustom promotional products manufacturer offering Hawaiian100% Kona coffee and award-winning private label teas in sustainable single serve cups.Private label brands partner with Pooki’s Mahi for the efficient supply chain, go to market launch and new product introduction expertise. Since its online launch in 2013, Pooki’s Mahi products have been a favorite of customers, charities, celebrities and athletes and have been featured at red carpet events including Celebrity Gift Suites and athletes and seen on several television shows.  Pooki’s Mahi’s mission is to revolutionize the supply chain ecosystem to make it efficient by using technology in bringing the highest quality Kona coffees into the market in a sustainable, compostable cup. Hawaiian coffees are harvested/roasted in Hawaii, single serve cup manufactured in US and distributed to several fulfillment centers in the US.

For more information on Pooki’s Mahi custom private label coffee, pods pricing, single serve tea visitPooki's Mahi Private Label & Custom Promotional Products site. Follow Pooki’s Mahi onInstagram,Facebook, or Twitter to keep up with news insights to launching custom promotional products. Pooki’s Mahi has a zero tolerance for firms engaged in cyber-bullying, cyber-criminal, slander, negative reviews, or cultural discrimination.  A single serve coffee maker of white / black cups and aloha islands competitors cyber-bullied Pooki’s Mahi Founder/CEO since 2014. The relentless negative campaigns, slander and IP bullying resulted in irreparable harm.  Once a cyber-bully, always a bully.

Contact Information
Pooki’s Mahi                                                                                         
Support(at)pookismahi(dot)com

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