Detailed Image

Memorial Day Madness – When Systems Get Pushed to the Limit

Typically, I don’t spend a ton of time within our day-to-day operations. More so than anyone else at our company, I’m usually working on developing features that will improve our customer experience and/or save us time and mistakes. Most of the time I’m a few steps ahead, meaning I’m creating/fixing/improving something that’s not quite a problem yet or that we probably don’t need yet, but that we think we will in the future. Having this mentality has largely saved us from ongoing total chaos as… Continue reading

5/30/18

Detailing Day – Yup, We Created Our Own Holiday

In 2011 we started something fun that I realized I have never posted about: we created our own holiday. Why not, right? We’re constantly looking for new promotions to run, and new ways to engage with our customers. So, Detailing Day was born. Like all good holidays, it’s predictably in the same spot on the calendar each year – the Saturday prior to Memorial Day weekend, with the idea being that you’re detailing your car to show off for Memorial Day. There’s almost universally nice… Continue reading

5/25/18

Order Confirmation Pages – Old Navy Needs to Step up Their Game

Order confirmation pages are a semi-regular discussion for us. They’re interesting because there isn’t one universally agreed upon purpose for them. My partners and I will see a unique example and then start discussing ours. Should we upsell the customer into another purchase, or to add to their order? Should we attempt to promote social sharing through something like our Refer a Friend program? Should we provide information about the product(s) ordered to keep them on the site and get them excited for their order?… Continue reading

5/2/18

The Great Detailed Image HTTPS Migration

In mid-January we finished migrating all of Detailed Image to HTTPS. We’ve now got the shiny “Secure” badge in Chrome on every single one of our pages: This project should have been simple, but it sure wasn’t, in large part due to the fractured nature of various organizations on the web and within Google. While the technical implementation is relatively straightforward, the business decision to do so can be downright scary. A Little Background When we launched our shopping cart in 2007 (and did major… Continue reading

2/6/18

Bringing Clarity to Our Guaranteed Shipping Options

In 2014 we made a big improvement to our shipping offerings by guaranteeing 3 day or less delivery to the 48 states at Ground rates. After launching USPS we learned pretty quickly that while Priority and First Class Package Service often arrive in 3 days or less, they often also don’t, and estimated delivery dates are not guaranteed by the USPS. We therefore decided to only guarantee FedEx services (and by guarantee, we mean we’ll refund the cost of shipping if the package doesn’t arrive… Continue reading

9/19/17

Building The Detailed Image Brand

“Half the money I spend on advertising is wasted; the trouble is, I don’t know which half.” – 1800’s American merchant John Wanamaker When you’re just starting out with an e-commerce business (or any business really), your marketing focus by necessity is primarily direct response ads like AdWords search where you need to see an immediate ROI or you can’t afford to do it. You need to spend $x and see a direct return of $x + something. That’s how we approached marketing in the… Continue reading

5/9/17

Our New Customer “Self Service” System Is a Game Changer

The massive project that I referred to a few weeks ago is what we’re referring to internally as “customer self service” because it allows customers to instantly resolve a variety of issues without needing to contact our customer support team. It’s been live now for a few weeks and we can already see the huge impact that it’s going to have on our business. What It Does There aren’t very many online retailers with functionality like this, and I’m sure one of the reasons why… Continue reading

12/8/16

Under Armour DETAILER Shirt Gone Viral

Amidst the chaos of the Business Review article and frantically releasing a new PureAdapt.com site, we rolled out one of our most ambitious and fun projects yet. Last Thursday we launched an Under Armour Detailer Shirt aimed at bringing the detailing community together. At launch we had some of the biggest names in the industry wearing the shirt and promoting it on social media. Here’s the graphic we sent out to our newsletter: You can see more pictures, learn about our social media promotions, and… Continue reading

7/1/16

Albany Business Review Feature Story & Fastest-Growing Companies List

This morning the Albany Business Review named us to their 2016 list of Fastest Growing Companies and ran a corresponding story on us. Both links are behind a paywall. After failing to find a copy at my local grocery store and gas stations, I paid $4.99 for a PDF copy. Here’s the article (click to enlarge): The Fastest-Growing Companies list is based upon five-year growth. For a reasonably sized city like Albany, being #18 feels like a pretty good accomplishment! The Business Review doesn’t have… Continue reading

6/24/16

Our Credit Card Form Redesign & Saved Card Feature

We first launched our own shopping cart for Detailed Image in 2007. In the time since the credit card form has gone largely untouched. Each time we did a design refresh we’d make sure it still worked and looked good, and we’ve upgraded the back-end portion of our credit card processing, but the front-end checkout form that customers use to submit payment information has always been the same. In part, this was because it got the job done. But it’s also easy to ignore: we… Continue reading

6/9/16