Feedback On The Gemex Website
As a member of the Gemex trading floor, we'd like to give our friends at Gemex some feedback on their website.
1. Don't claim W3C compliance when your page has 67 errors.
At the time of writing Gemex's Forum claims it adheres to web standards, however, it contains 67 errors! No doubt this also undermines their creditability with regards to their valuations being ACCC compliant. We suggest a trip to W3 Schools for a good XHTML tutorial, as well as our home page for a good example of a compliant page.
2. Get rid of the advertising, or at least tone it down.
Currently, the advertising really detracts from the site. We aren't really sure of the motivation behind all the advertisements, except for the fact that they may bring in a few hundred dollars a month, however some arguments against are:
- Gemex claims to be independent. How can the do this when they are accepting advertising money from merchants (including us)?
- Life insurance, flowers and accommodation have no relevance to jewellery or diamonds. The revenue generated from these ads must be a few dollars (if that) per month. On the other hand, more relevant ads will bring more revenue from ClixGalore.
- They are detrimental to the user experience as they are distracting, use more bandwidth and may cause "banner blindness".
- It is spam. In the users' eyes but also in the eyes of Google. Matt Cutts of Google uses the example of a real estate site: "Linking to a free ringtones site, an SEO contest, and an Omega 3 fish oil site? I think I’ve found your problem. I’d think about the quality of your links if you’d prefer to have more pages crawled.". Therefore, linking to sites not related to jewellery may affect Gemex's search engine placement and thus, long term popularity.
3. You have an RSS feed for the forums, why not the trading floor?
Currently, trading floor members have to manually add diamonds. In addition, they have to login to the Gemex site to view diamonds. It would be a lot easier and add a lot more value to the site if merchants could:
- Submit an XML or comma delimited feed of their stock.
- Access an RSS feed that would allowing them easy access to updated stock.
4. List only one instance of a chain store in the "Recommended Jewellers".
The "Recommended Jewellers" section is overrun by chain stores. Why not just list one instance of a chain and mention their locations?
Hopefully Gemex can act on all, if not some of this feedback and make a better site for all.
posted by Jogia Diamonds @ 11:05 AM
3 comments
3 Comments:
Dear Mr Jogia,
Firstly, I must respond by thanking you for answering my continued requests for constructive criticism regarding our services and website. You are one of the few in this industry who are willing to put their name to their criticisms.
That said, I am a little disappointed that you did not respond to me directly, or at the very least drop me an email pointing me to these comments.
Nevertheless, let me respond;
1. Don't claim W3C compliance when your page has 67 errors.
Point taken. This was an unfortunate oversite in the implementation of the new feature on our website and has subsequently been removed.
Although W3C (and any other web standard) compliance is a laudable goal, it is not always financially practical for a business to try to conform to these standards. I fully support the ideals of these standards but my first priority is to provide visitors to my website a pleasant experience. I guarantee you that W3C compliance does not necessarily meet this goal.
No doubt this also undermines their creditability with regards to their valuations being ACCC compliant.
This is a bold leap, W3C compliance to Trade Practices Act compliance! I would love to hear the argument putting W3C compliance on a par with the TPA. I would be happy to discuss further our appraisals ACCC compliance with you if you have any specific items that you believe we are in breach of.
2. Get rid of the advertising, or at least tone it down.
Lets set the facts straight; Gemex is a business. Gemex is NOT a charity. Therefore Gemex has to entertain all avenues for revenue generation within the mission statement of the company.
Gemex claims to be independent. How can the do this when they are accepting advertising money from merchants (including us)?
1. Yes, Gemex is independent of any other company.
2. Servicing paying customers does not affect the independence of a company.
3. Gemex receives no direct benefit from the success or failure of any of its paying customers.
Life insurance, flowers and accommodation have no relevance to jewellery or diamonds. The revenue generated from these ads must be a few dollars (if that) per month. On the other hand, more relevant ads will bring more revenue from ClixGalore.
I disagree about the relevance of life insurance and flowers to our customers. Nevertheless, you are correct, if these ads do not produce revenue they will be removed and replaced with others.
They are detrimental to the user experience as they are distracting, use more bandwidth and may cause "banner blindness".
Again, this fact will be borne out by the financial success of these ads.
It is spam. In the users' eyes but also in the eyes of Google. Matt Cutts of Google uses the example of a real estate site: "Linking to a free ringtones site, an SEO contest, and an Omega 3 fish oil site? I think I’ve found your problem. I’d think about the quality of your links if you’d prefer to have more pages crawled."
I find statements like this from Google quite amusing, considering Google receives Billions of dollars in advertising revenues.
You have an RSS feed for the forums, why not the trading floor?
Unfortunately, the vast majority of diamond merchants using our site have never even heard of RSS, let alone have the expertise to implement such access.
That said though, we actually DO offer a csv update facility for stock additions and changes. I have mailed out the template numerous times to our customer base. If you would like to receive another copy of it, please let me know and I will forward it on to you.
It is still imperative that users log onto the trading floor before making changes. This ensures the security and integrity of the stocks being listed on the floor.
I always appreciate recommendations and requests for changes to the user interface and would gladly accept yours.
4. List only one instance of a chain store in the "Recommended Jewellers".
I have specifically designed this listing as it is as this makes it easier for the user to find the particular details of a store in their area. I see no value to the consumer in making this change. Please correct me if I am wrong.
Again, I appreciate your comments and welcome more of the same in the future.
Wayne Keyser
Gemex
1. W3C Compliance.
Whilst W3C compliance is good, most websites are not compliant. What is most important is that the site displays correctly in all browsers.
Claiming compliance with one standard does nothing but undermine the credibility of claims of compliance with another standard, as, based on the information presented, the average reader could make the generalisation that all of Gemex's compliance claims are invalid.
We'd suggest that Gemex is more careful with the content it produces on its website in the future. As the saying goes, "once bitten, twice shy".
2. Advertising
"Gemex is a business. Gemex is NOT a charity."
Don't Gemex's primary business activities include jewellery valuations, escrow services and the facilitation of an online trading floor? Why Gemex has branched out to advertising is puzzling to say the least.
"Servicing paying customers does not affect the independence of a company."
The original "Anonymous" post points to the Diamond Talk forum. One Gemex post is blatant spam because:
- It is not very timely. Posting 3 months after the original poster asked for help, whilst may help others in the future, is of very little help to them.
- It is off topic. The original poster asked about Melbourne Diamond Exchange and a recommendation on a Platinum worker in Sydney or Melbourne. Not Centurion Diamonds.
- It offers no evidence to back up the claim, either anecdotal or hearsay. In fact, it should be mentioned that Centurion and Diamond Exchange are Gemex's biggest advertisers, whilst we are one of the smallest, yet the most established online diamond merchant in Australia.
Do we even need to say that Gemex's reply on our blog includes a link to their website - aka. BLOG SPAM!
"Again, this fact will be borne out by the financial success of these ads. "
Looking at statistics from our website in the last 6 months, we have had little or no traffic from Gemex. In addition, the life insurance ads pay only 9c per click and the flowers ads pay a commission. We'd say that out of all the internet advertising programs available, Gemex has chosen one with very little return.
3. Making the site more usable for merchants.
We'd have to disagree with you on the RSS issue. Whilst RSS and RSS aggregators are still in their infancy, they are set to become fairly ubiquitous next year with the launch of Microsoft's new line of products (Vista and Office 12). However, for merchants that choose not to use RSS technology, Gemex could establish customisable email alerts to alert merchants to new stones that are relevant to their business.
Gemex has to remember that it is charging a premium price for access to their trading floor. Thus, we'd expect it to be easy and innovative.
Both the GIA and DCLA provide report checks online, whereby users can enter the certificate number and carat weight and they are returned with all the details of the stone.
An idea (and just an idea) would be to allow merchants to enter the certificate number,carat weight and price (via CSV or web form) which would then return and automatically insert the rest of the details into the Gemex database through these report checks.
Now the DCLA discourages such duplication, but it would seem that the GIA does not. However, since Gemex and DCLA are joined at the hip, the DCLA would probably allow this.
4. Recommended Jewellers
OK, so you have identified your aims with the "Recommended Jewellers" section. However, users may also want to browse jewellers in their local to their state. The current system means users have to wade through masses of chain stores.
An idea would be let users browse the "Recommended Jewellers" by state with only one instance of a chain store, but also allow a local search via a postcode database or Google Maps.
Another idea would be to link a rating system (similar to Ebay) to Gemex appraisals.
Nikhil,
Again I find myself having to defend my company and myself against gratuitous abuse in this public forum. This is made even more distasteful by the fact that Jogia Diamonds is a valued customer of Gemex.
Let me also make it clear, again, that Gemex has nothing to hide but the content and tone of your response clearly indicates to me that you are not interested in helping Gemex provide a better service to the industry but rather that you are intent on discrediting my company. This is further evidenced by your disregard for my general, continued request for direct feedback from my customers, my direct request to you on my previous response and my private suggestion to your father in an email to him earlier this week.
Let me also state, for the record, that I am not trying to brush anything under the carpet with my requests, but I believe that it is unprofessional for a business to compel another business to discuss, in detail, it's internal policies, financial details and strategies in a public policy as you are forcing me to do here. Would you post the Gross Margin of Jogia Diamonds, your salary or a list of your suppliers on this forum? I think not.
I also wish to make it clear that I will not be responding to any further comments such as these on this public forum for the reasons outlined above. I am still and always will be happy to respond to your personal emails, suggestions and requests.
Further, I will be placing a link on my website to this discussion as I believe that you are one of the protagonists perpetuating this near slanderous attitude towards Gemex and this needs to be addressed directly.
1. W3C Compliance.
Whilst W3C compliance is good, most websites are not compliant. What is most important is that the site displays correctly in all browsers.
Claiming compliance with one standard does nothing but undermine the credibility of claims of compliance with another standard, as, based on the information presented, the average reader could make the generalisation that all of Gemex's compliance claims are invalid.
We'd suggest that Gemex is more careful with the content it produces on its website in the future. As the saying goes, "once bitten, twice shy".
Let me quote from my previous response:
This was an unfortunate oversite in the implementation of the new feature on our website and has subsequently been removed.
Yet you still see fit to disparage.
Here you talk of the "average reader." I challenge you to prove to me that any significant number of internet users in Australia knows or has heard about W3C, let alone notices icons such as the ones that were present on some of the pages of my website. Even if that number happened to be remotely significant, how many of those users would actually click on the link and determine that the particular page was not W3C compliant at that point in time? Now how many of those users would make the absurd connection that non-conformance to a is comparable to criminal noncompliance with the Trade Practices Act 1974
2. Advertising
"Gemex is a business. Gemex is NOT a charity."
Don't Gemex's primary business activities include jewellery valuations, escrow services and the facilitation of an online trading floor? Why Gemex has branched out to advertising is puzzling to say the least.
Thank you for pointing out a huge flaw in our strategic business plan. Should I post this full strategic plan here for your direction? Just an aside, why did Jogia Diamonds elect to purchase advertising space on the Gemex website?
"Servicing paying customers does not affect the independence of a company."
The original "Anonymous" post points to the Diamond Talk forum. One Gemex post is blatant spam because:
- It is not very timely. Posting 3 months after the original poster asked for help, whilst may help others in the future, is of very little help to them.
The original question was listed on 20 December 2005. My response was posted on 22 March 2006. Anyone who has lived in Sydney for some time knows that January and February are the months for enjoying the sun, beach and outdoors. At least I do. I made the assumption that the person posting the question was probably also in the holiday mood and was likely to still be looking for a diamond. If not, nothing lost.
- It is off topic. The original poster asked about Melbourne Diamond Exchange and a recommendation on a Platinum worker in Sydney or Melbourne. Not Centurion Diamonds.
The original poster opened with these paragraphs:
Has anyone had any dealings with the Melbourne Diamond Exchange?
I called them to speak about getting a stone and asking about the database and where the diamonds were. I got the impression that many of the diamonds on the site are not in Australia at all and that the list of what was available to actually view was entirely different. They then took on a very icy kind of tone when I explained I wanted to spend about $3K on the stone. I was telling her I wanted a stone with florescence and she was quite cold then too. They never called or emailed me back, despite promising to, and I was a bit miffed really. My partner (you mave have seen this in another post) wants to spend $20K on the stone, so I don't think I will be sending him there after their snooty attitude.
Also, their ring settings are not really what I am after, so I would need a different jeweller anyway.
Sounds to me like they might be interested in suggestions for other diamond retailers. What do you think they were after?
- It offers no evidence to back up the claim, either anecdotal or hearsay.
I made the suggestion that they give Centurion Diamonds a try. I made no further representations about them. They happened to be the first company that came to mind. As far as I am aware they give a great personal service. If I was to recommend all my customers would that not be even worse? I am sorry you feel so left out.
And again, neither Gemex nor myself derive any financial benefit from recommending Diamond Exchange or Centurion Diamonds.
In fact, it should be mentioned that Centurion and Diamond Exchange are Gemex's biggest advertisers, whilst we are one of the smallest, yet the most established online diamond merchant in Australia.
You obviously missed "Rand" and "Love & Passion." Using your own logic, I should have recommended sellers of these brands ahead of you.
And for the record (more company details here), Diamond Exchange and Centurion Diamonds are actually not my biggest customers. In fact, Centurion Diamonds actually no longer advertises with Gemex. I would still recommend them though.
Do we even need to say that Gemex's reply on our blog includes a link to their website - aka. BLOG SPAM!
I am defending myself against this!! Somebody please help me.
First, go check the dictionary definition of 'spam'.
Second, given the nature of your attacks, it is safe to assume that anyone reading this discussion might be interested in visiting our website to see what the fuss is all about. Personally, I look for a footer or signature in these postings to find source references.
Looking at statistics from our website in the last 6 months, we have had little or no traffic from Gemex.
You are free to cancel you contract at any time. Just send me your request. I will not hold you to the remainder of your contract.
In addition, the life insurance ads pay only 9c per click and the flowers ads pay a commission. We'd say that out of all the internet advertising programs available, Gemex has chosen one with very little return.
Firstly go back to Clixgalore and do a bit more research. Secondly (even more company detail here), consider the nature of visitors to our website. They are invariably searching for a diamond. Why would they be looking for a diamond? They are more than likely about to, or have recently been engaged. Most of my friends and acquaintances purchased flowers for their intended during this exciting time in their lives.
When considering the prospect and responsibility of marriage, ones attention then focuses on the continuing well being of one's spouse. A particular area of consideration at this time is that of life insurance. As I replied before, if our visitors to not see value in these advertisements and therefore do not purchase through these sites, the advertisements will be removed.
Any more marketing insights?
3. Making the site more usable for merchants.
We'd have to disagree with you on the RSS issue. Whilst RSS and RSS aggregators are still in their infancy, they are set to become fairly ubiquitous next year with the launch of Microsoft's new line of products (Vista and Office 12). However, for merchants that choose not to use RSS technology, Gemex could establish customisable email alerts to alert merchants to new stones that are relevant to their business.
Like I replied previously;
Unfortunately, the vast majority of diamond merchants using our site have never even heard of RSS, let alone have the expertise to implement such access.
I have had exactly ONE customer elect to use our csv interface! And you suggest my customers will use RSS!?!
You have obviously never had any experience in a managerial role in a company. How much of your own money would you invest in a project guaranteed to have a 0% return? If you are willing to fund this project, I am willing to provide it.
Gemex has to remember that it is charging a premium price for access to their trading floor. Thus, we'd expect it to be easy and innovative.
Again, your lack of experience becomes abundantly clear.
We charge A$495 for an annual, unlimited subscription to our trading floor. We do not charge anything for transactions conducted through this service. I challenge you to find a similar service remotely close this price on IDEX, Rappnet or any other website.
That said, if you followed our progress, you would notice that enhancements are being made to our websites continually. Further to this, we also continually solicit suggestions from our customers. You obviously missed those emails.
Both the GIA and DCLA provide report checks online, whereby users can enter the certificate number and carat weight and they are returned with all the details of the stone.
An idea (and just an idea) would be to allow merchants to enter the certificate number,carat weight and price (via CSV or web form) which would then return and automatically insert the rest of the details into the Gemex database through these report checks.
Again, you have quite clearly never even used our trading floor. This feature has been there, pretty much from the start.
However, since Gemex and DCLA are joined at the hip, the DCLA would probably allow this.
I take significant umbrage at both the substance and tone of this particular comment. Make your claim directly and stop this insinuation.
[**** SPAM ALERT SPAM ALERT ****]
I have answered similar comments on my website here. I have no more to add to this matter.
I am by no means claiming Gemex is perfect. Quite the contrary, we have a long way to go. But our intentions are true. Our regard for our customers is beyond reproach. We continually strive to provide the best services at our disposal. Next time, take a moment to consider your actions and the impact they may have on the name of your company within the industry. If this is how you treat your trusted suppliers, how do you treat your opposition?
I have now spent most of my day answering to these allegations. That is a day that could have been spent supporting my loyal customers, talking to prospective new customers or the upgrading Gemex services. That is a day that is now lost but you unfortunately left me no choice but to respond.
Like I have repeatedly said, my inbox is always open, my phone is always on and my door is always open.
Wayne Keyser
Gemex
02 9283 6924
wayne@gemex.com.au
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