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Customer Support Team Update w/c 7th Dec

Monday, December 7th, 2009

Well it is officially December, and everyone here at WLD is starting to get into the spirit of Christmas! We are all working as hard as ever as we understand how nice it is to have a partner for the holiday season, and it seems to pay off as we have had some lovely success stories in the last few weeks. It is also exciting to see the themed gifts on the sites, including snowmen and Christmas trees on our General sites. We haven’t forgotten our cheekier sites either as gifts for Christmas include Christmas thongs and Santa lingerie!

Member Query of the Week

As you know, we are always trying to improve our customers experience on the site, and following a few suggestions from our members we have decided to place an FAQ section on the sites in the near future. We feel this will be a quick and efficient way to assist our members with regularly asked questions at any time of the day, and save them time writing into us at support when they could be messaging other members on the site!

To give you a taste of the types of FAQs we will include in this section on the sites, here are a couple of examples (UK based):

How can I subscribe to become a full member?

We are happy to hear that you are interested in becoming a full member with us on the site! To become a full member we have a variety of payment methods for you to choose from. We accept payment in the forms of credit or debit card via the online payments page, which you may access by clicking on “My Account” - “Upgrade My Membership”, anonymous SMS phone payment or by postal order or cheque made payable to Global Personals Ltd. If you wish to send us a cheque or postal order please use the following address:

Global Personals
1 High Street
Windsor
Berkshire
SL4 1LD

Please write your e-mail address, Member ID number and the name of the site you are a member of on the back to identify yourself. We look forward to seeing you as a full member!

How do I purchase credits?

Credits can be used for a variety of “extras” on the sites. Found a member that you’re interested in? Why not show your interest by sending them one of our many virtual gifts. Simply click on the link on the member’s profile that states ‘Send this member a gift’ and choose from gifts such as boxes of chocolates, a bottle of champagne, or if it’s an extra special member in question, maybe a diamond ring?!

Once you’ve chosen your gift, simply pay using the credits from your profile, then go ahead and send your gift! Credits may also be used to receive Love Alerts on your mobile, whenever you are contacted by another member - we can send you a text and let you know!

It’s very easy to purchase credits, simply click on My Account (located at the top of your home page), and then click on the Credits tab on the left hand side of the page. You can then select the amount of credits that you wish to buy, and pay for these using your registered card details.

What is a wink?

A wink can be interpreted in different ways! It is a feature that both Basic and Full members have on the site to contact a member and show their interest, it can either be seen as a fun and flirty way to initiate contact with a potential partner - to see whether they get a wink back, or it might be a smaller step for some than taking the plunge and writing a message! It can also be used by Basic members to see what interest they have on the site before deciding to upgrade with us. Winks appear in the “Who Likes Me” section on your homepage, giving you a direct link to check out the members profiles who have winked at you! To send a wink, simply click on the lucky members profile who you have decided to wink at - and click on the “Wink at *Name*” link!

Of course we are always happy to receive support messages for members queries, and we will continue to provide as much customer care as possible - we just see this as a nice way to improve our support for our members!

Customer Satisfaction Rate

98.6%

Customer  Feedback

Here are two quotes for you to look at that your Customer Support Team has received this week.

We received a message from Sandra http://www.seniordatingagency.co.uk:

Sandra - “Thank you very much for canceling my membership and letting me know so promptly that it has been completed so I can rest assured I will not be billed for it. The site is excellent but I am cutting back financially at present and maybe I will join again in the future - if someone hasn’t dropped in my lap in the meantime! All the best to the team and a happy Christmas to you all.”

We also have a message from Andrew, http://www.seniordatingagency.co.uk to share with you!

Andrew - “Please cancel my account ASAP. Thank You. I may have found someone. Thank you very much for your support. This is a great site. I may be back yet, but it looks like I’ve found someone.  Andrew. x”

December Newsletter from WhiteLabelDating.com

Thursday, December 3rd, 2009

Welcome to the December issue of the WhiteLabelDating.com newsletter. It’s officially Christmas time, I hope you are all feeling fun and festive! Remember to share some of that festive love with your members this December and help everyone find that perfect “one” to share their Christmas and New Year celebrations with!

Hr

Sprinkling Some Christmas Sparkle onto Your Site

Inline

Why not add a festive feel to your site to make the most of people’s Christmas spirit? Everybody knows that Christmas is the time for sharing, so help your members find that special someone to share with. By updating the look and feel of your site with a few Christmas assets, you can show visitors to your site that you’re current and in touch with what they’re looking for.

Don’t just stop at your site either, by updating your AdWords campaign, you can get that competitive edge that everybody strives for, appearing at the top of people’s search results.

Adding that extra bit of sparkle could light up someone’s Christmas.

Hr

More Ways To Pay

Inline

We recognise that in today’s hectic lifestyle, keeping the signup process as simple as possible is key to getting your members to sign up. We’re therefore delighted to announce the launch of the ability to pay by PayPal this month. With PayPal being a trusted payment method online and simple to use, we hope to see a direct impact on your revenue levels. Watch this space.

Hr

Start Tweeting Away……

Inline

Twitter is a bright and shiny universe full of new friends, new ideas and new revenue potential. It’s a great way to promote your site and any extra content you may have on the big World Wide Web, such as blogs, success stories, pictures etc.

Twitter is a really great way to help get your brand name out there. Let people know who you are, what you do and most importantly allows you to engage with them. Whether  they are potential members, existing members, your competitors or just other Twitter peeps out there. Its great to get an online community behind your brand.

Why not set up a Twitter account yourself. Its really easy to do, you can follow this simple step by step guide on “How to set up a Twitter account” designed by Twitip.com. It has tips on how to get followers and advice on some of the best Twitter tools you can use to help maximise your account.

A few of our partners have all ready jumped onto the Twitter band-wagon and registered their sites for a online Twitter account, why not check a few of them out to get some ideas for yourself; kissinggates , slowdating, nostringsdating.

Follow WhiteLabelDating.com on twitter and keep up to date with the team and all the mischief we get up to. You will also find links to related articles and blogs as well as any articles that mention any of our partners sites. You can find us at twitter.com/wld.

Hr

More Great Advice from the Partner Portal

Inline

We have recently uploaded a whole bunch of great resource documents to the Partner Portal . WLD continue to add valuable content to the portal as we want your site to become as successful as possible. Some of the new informative recourses we have uploaded include; Tracking PPC, How to succeed in SEO, How to analyse online brands and many many more. All of these documents can be found on the Partner Portal site.

Many of these documents are briefs prepared by econsultancy and are worth hundreds of pounds each. Here at WhiteLabelDating.com we’ve arranged to provide you with these documents absolutly free of charge.

We have also recently updated the presentations from the partner conference that we held earlier this year. This includes presentations from Luke McKend, head of the dating sector for Google who talked about PPC and the changing landscape of paid marketing. It also includes Ashley Friedlein’s presentation who is the CEO of eConsultancy and spoke about building a brand and alternative methods of marketing. Check out the presentations in the resources section on the Portal.

If there are any topics that you would like to see covered that aren’t currently on the portal, just drop me a line at fheath@globalpersonals.co.uk and we will see if we can help you out.

Hr

See You in 2010!

Inline

As always, thanks for reading :) Hope you have taken in all the info, it’s quite a lot to digest!

Remember to keep up to date with the WLD blog where you will find all our latest posts and links to recent press releases.

Have an amazing Christmas and I will speak to you all in the New Year! Be ready for some great things from WLD in 2010! It will be a very exciting year and we are looking forward to heading into it together!

Kindest Regards

Francesca Heath

fheath@globalpersonals.co.uk

WhiteLabelDating.com

Adding a little magic to your life

Wednesday, December 2nd, 2009

It gives us much delight to announce the launch of MagicDating.co.uk on the White Label Dating platform. The new site adds to Bauer Media’s already huge radio media reach and is a very exciting move forward for both parties. Bauer Media reaches over nineteen million UK adults across their multiple media channels. They have built up strong and personal relationships with their listeners and this will continue throughout their dating site.

Iain Clasper, the Development Director for Bauer Radio had this to say about the new site launch MagicDating.co.uk:

“We are delighted to be completing the final stage of our dating roll out with White Label Dating, the sites on our Big City Network have far exceeded our initial expectations and we’ve had some great feedback from loved up listeners which shows how powerful the partnership is”

The site has a fresh and friendly feel to it, and offers it’s members a chance to find love and friendship. This site also offers a service “just for guys” and “just for girls” which helps widen the site’s target audience. With the radio station Magic 105.4 being one of the UK’s best known music brands, the connection to the dating site is sure to be a huge success. With the increased reach of radio advertising, we are expecting some great results from MagicDating.co.uk.

Let’s hope more people will be adding some magic to their lives. We wish them all the best for a bright looking future.

Magic Dating

Payment Package Changes

Wednesday, December 2nd, 2009

Consumer behaviour is changing. Never before have the public been so anti-commercial. TV advertisers have tried to combat this by increasing the volume during commercial breaks as they know that people walk away during the ads. Twitter have responded to the sensitivity of their users through very non-intrusive service related ads. As word of mouth plays a more critical role in advertising than ever before, the emergence of online brands have never been more important.

It’s no longer enough to talk the talk, brands really need to be living their values (a company that do this well are www.graze.com) as this is what will bring longevity and a level of authenticity that consumers will respect. This is what will set you apart from your competitors.

Whilst consumers are aware that companies need to make money to stay afloat, after all, that’s what keeps the economy going, they’re more aware than ever of margins. There is a fine balance to strike between doing the best for the consumer and being a profit driven organisation. Those that give consumers choices and put their needs first will be the ones that fair the best in the long run.

So what’s this to do with you, our partners? Not only does this confirm the need for you to be working on building your brand, it means that there’s work to do in ascertaining what makes your members click. It might be that your site is targeted at an older audience where they’re using the site for entertainment and may be happier to pay for a longer subscription if this proves better value. If the target audience is younger, they may want to dip a toe with a 1 month subscription before committing to anything further. To these people, presenting them with a 6 month package first might just put them off.

Nobody knows them better than you and given the new reporting tools that you’ve been equipped with in the portal, you’re now able to keep a really close eye on them, from their demographic to location and gender. You can see which packages your members are opting for and how many of these are renewing. Whilst we are of the belief that the 6 month package provides the highest lifetime value per member - we’re now giving control of the packages over to you. You, as a partner, will be able to dictate whether you’d rather the 1 month or 6 month package be displayed as default at the top of the payment page.

This new functionality can be accessed by visiting the portal, choosing to edit your site and clicking on option 5 of the top navigation, Finalise Details. You can then select the package mix where you are able to choose the 1 or 6 month package first.

As always, when we roll out new functionality, we’re keen to gather your feedback to let us know what you think of the changes. The most effective way of doing this is to feed back to your Partner Manager who will be collating all of the feedback.

We look forward to hearing what you think of these changes and seeing what influence they have on the conversions of your sites.

Customer Support Team Update w/c 30th Nov

Monday, November 30th, 2009

Well another week has flown by, the support team have been working as hard as ever to keep all our members happy. Last week the support team went to see Sister Act on stage, a well deserved treat we say :-)
The customer satisfaction rate is still scoring high and the support team are pleased that their hard work is paying off.

Customer Satisfaction rate
97.4%

Query of the week
We always have a lot of members asking what we would appear as on their credit card statement, this could be for a number of reasons, one of which being discretion. Below is an example of what we would tell them:

Firstly we would always confirm that “Global Personals” will appear on their statement, if anyone should ever get to view a members statement they will never get to see a site name.

We would then advise them of other ways to upgrade such as a cheque or postal order, we feel that if discretion is important that a postal order is the best way to pay for your membership as no name will appear on your statement and no payments will have left their own account.

Other payment methods available include mobile phone payment, the member will simply need text us a code word that will appear on the screen in front of them, we will then send the member a series of texts to collect the subscription fee and when the payment is complete they will be upgraded to full membership. This will simply appear on the members’ phone bill as a series of numbers.

Customer feedback
We are pleased to say that the good feedback is still coming in, we have chosen the two below to share with you this week:

The first is from Terrence www.fishdating.co.uk

Terrence: I would like to cancel my subscription please. I have met someone through your site and we are very happy together so I no longer require this site. I would like to thank you for the service you have provided for me and the opportunity to meet someone.
Thanks again,
Terry :-)

Another message to share with you is from Vincent www.gay.co.uk/dating

Vincent: Hi all at Gay.co.uk, I think your site is great and unlike others not tacky and just right for someone to find their perfect partner. Unfortunately for me I have to go back overseas and so as much as I have enjoyed being a part of Gay.co.uk, I would like to cancel my membership from the renewal date of the 121209. I would be grateful if you could confirm receipt of this email.

Many Thanks
Vinni Holmes

It’s All in the Domain

Friday, November 27th, 2009

Brands are all around us, everywhere we go, they’re an everyday part of life that can easily be something consumers love or hate. Either way, those that prompt such emotions are the ones with strong brand identities. When consumers have a positive experience with one product / site of a brand, it becomes much easier to cross promote other products / sites within that portfolio. An easy win.

One of our partners, Scott Rendell has done a great job of expanding his brand through the extension of his domain. His sites - urdreamdate.com,urkinkydate.com and urgaydate.com sit comfortably within the ‘ur’ profile, helping Scotts customers build that important relationship of brand loyalty.

Why not try expanding your brand to help build up and promote your portfolio. If you need an extra hand, you know where we are!

urdreamdate1

urkinkydate

urgaydate

Turning Your Dreams into a Reality

Wednesday, November 25th, 2009

If you want something enough you can do it.  Ross Williams had a feature in the advice section of the Mirror this morning, “You can be a hit in online dating”. In the article Ross reveals the secrets that led to his success. The advice that Ross gives can relate to anyone trying to fulfill their dream of becoming a online dating success! The following points can relate to those who just have an idea and are waiting to turn it into reality right up to those who may own the most successful online dating site out there. Try relating them to your own ideas and use them as a guideline for your own online success.

Believe in Yourself

If you have an idea….believe in it, even if it may sounds like the most random idea you have ever had, if you believe in yourself it will pay off. You don’t even need to be a expert in computing, some of our most successful partners had nothing to do with the net before they started up their sites, and now look at them.

Get Creative

Think outside the box, as Ross said, “great ideas solve problems”.  Not everything is black and white, use ideas that you think may never work as these are usually the funnier more exciting ideas that really could pay off for you in the long run. Have a few brain storms around your ideas, sort the best ones and go from there. Bring a few friends in and get creative with them, nothing better than a beer and a brainstorm!

Experiment

Different people can react very differently towards ideas, it will be helpful to you if you can test a few of your ideas out on a few friends, monitor their reactions, good or bad and see how you can work on those to improve them. It’s all about the experimenting, don’t rush things take your time and then watch the pennies roll in. Happy days!

Start Small

Your ideas may be huge, but make sure you don’t get to carried away at first, be realistic as to what you can do at the beginning of your adventure. Start small, be patient with your ideas and most importantly don’t spend anything you can’t afford to lose.

Make the Effort

A little bit of effort goes a long way. It can be very easy to let things slip but the more effort you put in the more you will get out. Stay ahead of the game, keep your head switched on and you and your ideas will go a long way.

These points are just a guideline to help you reach your dreams. They can be related to both start up sites and fully developed sites. Keep to these guidelines throughout and you should be on your way to success. Have a clear head, be open-minded and alert and you will see just how many of your dreams can be turned into that reality you’ve always wanted. Good luck!

Customer Support Team Update w/c 23rd Nov

Monday, November 23rd, 2009

Introduction

Hello everyone! We hope you are all well, especially with this horrible weather that has been around! Luckily it didn’t spoil Jessica’s birthday, and it seems to be the birthday month for Support because we also have Kate’s birthday to celebrate this week - Happy Birthday Kate! We are also all very excited to be heading to London on Thursday to see Sister Act on stage - we will let you know how we get on :) . Support has been ticking over nicely lately, we are all working hard to give our customers the best experience with us that we can, and it has paid off as we have been receiving lots of good feedback from our members. Thank you for reading and we will see you again next week!

Member Query of the week
The most frequently asked question in the past week was “How to purchase credits”, however as we have already covered this topic, we would like to cover the second highest support query which was regarding notifications.

Due to the nature of our adult sites we give our members (on both networks) the option to turn off their notifications as discretion is something that we allow members to be in charge of.

When a member asks us how to do this we advise them to:
Click on “My Account” at the top of the page then select the “Settings” option down the left hand side of the screen, you are then given the option to select or de-select from the following:

New Local Member:
New Private Message:
New Wink:
New Diary
New Gift:
Newsletters:
Occasional E-zine:
Weekly Update:
Members of the Week:
Automated Help:
HTML Emails:

You simply need to remove or add a tick to the boxes situated to right of these options and click on “Update Settings”.

If any members are having any problems changing their notification settings then we are always happy to amend this for them.

Customer Satisfaction rate
97.5%

Good Feedback
We’re happy to say that we have lots of happy customers this week, below are a couple of members that have written to us with their feedback.

Our first message is from Phil Hatcher “friendsormates.com”

Phil: “please could you cancel my subscription as I’ve found someone now off your fantastic site and its only taken me a week !!!!
May I thank you for allowing me to find this wonderful girl !!!!!!!”

Another happy customer is George Moodie “singlesover40.co.uk”

George: I thank you for your speedy and wonderful response time and positive action you and your team has shown. This is what makes being on this site even more special, and because of that personal attention, also.
Thank you very much
George

The Sunday Spike

Thursday, November 19th, 2009

There are traditional times of the year where you would perhaps expect more people to be looking for a date, Christmas and Valentine’s Day for example. However after monitoring 4 months worth of search interest in Google for keywords related to “dating” we found they are peaking a lot more frequently then originally thought.

The results show a consistent and solid trend being repeated over the monitored 4 months. It shows that the search results spike higher every Saturday and Sunday compared to the weekdays. There are also smaller spikes repeated almost every Wednesday, clearly people get a bit lonely midweek! These figures show that more people are searching for these keywords at frequent weekly periods and not just particular times of the year.

To understand the graph below is really simple: The numbers on the graph reflect the number of searches that have been done for a particular term; these are relative to the total number of searches done on Google over time. They don’t represent absolute search volume numbers because the data is normalised and presented on a scale from 0 - 100; each point on the graph is divided by the highest point or 100. When we don’t have enough data, 0 is shown.

Information like this could be useful to you if you are thinking about when to use your marketing spend. A great site that can help you compare search volume patterns is Google.com/insights/search.com, check it out, some of the results might just surprise you.

sunday-spike-2-1

EliteLondonDating.com

Tuesday, November 17th, 2009

When you think of the word elite, what is it that first comes to your head? The best, top of the top, number one….well EliteLondonDating.com is just that.

This new site is definitely on track for success. A stylish and tasteful landing page welcomes its customers and directs them to the EliteLondonDating.com homepage where new members can sign up to the site.

With a successful google analytics and adwords account set up its onwards and upwards from here for the new site.

We are very proud to have EliteLondonDating.com on board with the WhiteLabelDating.com platform and wish the site all the best for the future! We look forward to seeing the site grow and prosper.

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