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Bijlage_3FebSamenvatting_Shopper_Behavior-Shopping2020-2635.pdf. The Curse of Enterprise Search and How to Break It. The Curse Got enterprise search? Try answering these questions: Are end users happy? Has decision-making improved? Productivity up? The curse is cast when you purchase an enterprise search software and believe that it will automagically solve all your problems the moment you switch it on. Search needs to be designed. Don’t believe in the curse? Only 9% said it was easy to find the right information within the organisationOnly 19% said they were happy with the existing search application in their organisationOnly 20% said they had a search strategy in place How to Break the Curse Breaking the curse is simple to understand but hard to execute.

Search has evolved over the years. Search is a negotiationUser intent is everythingContent needs metadataInterface supports the useSearch needs to be managed Let’s explore these points in detail. The diagram below explains how these points are related. Search is a Negotiation Search is about constantly negotiating what we want with what we find. Wait. How Loading Time Affects Your Bottom Line. Page loading time is obviously an important part of any website’s user experience. And many times we’ll let it slide to accommodate better aesthetic design, new nifty functionality or to add more content to web pages. Unfortunately, website visitors tend to care more about speed than all the bells and whistles we want to add to our websites.

Additionally, page loading time is becoming a more important factor when it comes to search engine rankings. Next week we’ll post our complementary article: “Speed Is A Killer – Why Decreasing Page Load Time Can Drastically Increase Conversions” to elaborate more on this topic. For now, please enjoy and share the infographic below. View an enlarged version of this Infographic » Click here to download a .pdf version of this infographic. Shopper_Behavior_Rapport.pdf. Pwc-us-multichannel-shopping-survey.pdf. Can Live Chat Increase Conversions? I was recently conversing with a client who was unable to purchase a complete set of books on He was extremely frustrated that the website would only suggest one book at a time, when he knew that they should be sold as a set. He eventually abandoned his session on Amazon and purchased the set elsewhere online. The injection of a live chat system may have saved the sale in this example; it may also have prevented my client from sharing this negative experience with me.

Kuno Creative published an entire article dedicated to when angry online shoppers turn to social media to vent their brand-frustrations. To e-tailers selling is becoming less about driving lots of traffic to your website or online store and more about helping prospects buy. Many websites suffer from the “high-traffic, low-conversion conundrum” according to Fast Pivot , who gives the example of woman running a Yahoo! Store. Low conversion in online commerce is compounded by market saturation in a sector. Lieberman03enduser.pdf. Learning from South Korea's mobile-retailing boom.

How much do South Koreans love their smartphones? Well, the country has the highest smartphone penetration in the world: more than two-thirds of South Koreans own one, compared with 47 percent of Americans, 57 percent of Australians, and 52 percent of Britons. South Koreans are also big users of their smartphones, with sales of goods purchased using mobile devices jumping more than fourfold since 2012 to about 10 trillion won, or $9.8 billion. This enthusiastic adoption has put the country at the vanguard of so-called omnichannel commerce, where physical stores and online shopping are complemented by mobile (m-commerce).

The majority of South Korea’s consumers already have experience with m-commerce, and on-the-go shoppers spend about as much on each mobile transaction as they do in stores. In addition, consumers who turn primarily to their phones to shop—“mobile first” consumers—tend to spend more than shoppers in other channels. Four m-commerce insights Exhibit Enlarge 1. 2. 3. 4. The twitter practices of the top BigCommerce stores. Trends-in-the-photo-and-imaging-market-photokina-2012.pdf. When is shipping too fast? Order edit order cancel process. Today’s e-commerce sales have driven merchants to ship orders the same day. Shipwire is one of the few order fulfillment companies that has a Shipping Time Guarantee that includes same day shipping with money back guarantees. But is it possible that orders can be shipped too quickly?

In this blog post we’ll discuss the impact of buyer errors on your business and explore this question. Don’t worry, we’re not going to eliminate our same day shipping guarantee. Twitter Opinions I asked our twitter friends “What is the impact of same day shipping to returns?”. @billda (ecommerce merchant and developer behind FoxyWire): “very few – probably 1% edits at most.

@colderICE (John is just the man! @Practicalecomm (Top resource for online business owners) “Tend to agree with @@alwaysriding who said there is no impact…a return is still a return. @pamelahazelton (a top Ecommerce consultant)”I haven’t seen much change in returns. 9% of orders get changed Ship Now Vs. A Look Inside a Warehouse Related. 40 Amazing Online Shopping and Ecommerce Statistics. 3 Ways to Cancel an Online Order. You aren't going to need it. (YAGNI) Commitment Schedule. Files/articles/PlanningPoker-v1.1.pdf. Wed_1100_GA_IMPC_Fair.pdf. 5 steps to keep shoppers happy. 65% of shopping moments start mobile. 2013's Booming Trend of Mobile Commerce The trend of Mcommerce has been increasing among the people as it makes human activity simpler. 2013's trend of mobile commerce that shown figures of activity done with mobile device. 90% of all media interactions are screen based 10% of all media interactions are non-screen based 4.4 hrs of leisure time are spent in front of a screen Our time online is spread between 4 primary media devices 43 Television 39 Computer 30 Tablet 17 Smartphone Browsing the Internet 81% Social Networking 72% Shopping Online 67% Searching for Info 63% Managing finances 46% Planning a trip 43% Watching a video 43% 38% of our media interactions occur on a smartphone 60% At home 40% Out of home 9% of our media interactions occur on a tablet 79% At home 21% Out of home "My phone...

Sequential activities started on a smartphone Social networking 66% Searching for info 65% Shopping online 65% Browsing the internet 63% Managing finances 59% Watching a video 56% Planning a trip 47% Searching for info. Potential of Live Video Chat. Customer Touchpoints Identification. Every business wants to improve customer satisfaction, but unless you have your customer in mind at every touchpoint, there’s a chance you’re dropping the ball. You might always deliver a great product, on time, with a smile, but a wayward touchpoint like off-target advertising, billing mistakes, or an unwieldy website can scare customers off. Fortunately, most of these touchpoints are within your control.

All you have to do is identify them–all of them! –and start getting feedback. What are customer touchpoints? Customer touchpoints are your brand’s points of customer contact, from start to finish. Free Customer Feedback eGuide Get better feedback at every touchpoint. Check it out → So what are touchpoints? Touchpoint definition: A touchpoint is any time a potential customer or customer comes in contact with your brand–before, during, or after they purchase something from you. Finding your customer touchpoints Remember: This list is a good place to start, but it’s not one-size-fits-all. Colors affecting purchases. B2B Mobile Use. We noted in our E-commerce Predictions for 2013 that B2B e-commerce companies lead B2C e-commerce companies in terms of revenue.

However, the B2B online shopping experience often comes up short in terms of a buyer’s expectations of immediacy and convenience. We also noted that mobile use will be a huge factor in e-commerce for the coming year. As B2B buyers increasingly become mobile shoppers, B2B software companies find themselves facing another optimization challenge. The problem of immediacy and convenience in a mobile setting leads 52% of users to say that a bad mobile experience makes them less likely to engage with a company. Putting these two trends together, creative agency Scott Design made the following infographic, showing how business customers use mobile for their business needs.

B2B Mobile Use via Hot Design There are three key takeaways for vendors of B2B software: 1. 2. 3. Tell us what you think the key takeaways are in the comment section. Shopping Cart Abandonment. 155inShareinShare An average of 67.75% of all online shopping carts are abandoned according to Baymard Institute, an independent web research company. Think about that for a second, for all of the work you’ve spent optimizing landing pages, pricing strategies, and perfecting your information architecture, just about 7 out of every 10 people are going to stop at the finish line.

How depressing. What’s worse is that number, 67.75% is an average of 21 different studies on cart abandonment, taken over the last 8 years. In Q1 2013 the average shopping cart, basket and booking abandonment rate among top 200 retailers was 73.6% (up from 70.7% in Q4 2012). Worse than that, a study by SeeWhy reports that 99% of visitors won’t buy on their first visit.

The truth is, from $1.2 Billion lost in 2009, to $9 Billion in 2011, the amount of money lost due to cart abandonment has been climbing rapidly over the last few years. Why Cart Abandonment Happens image source Reason #1 – Presented With Unexpected Costs.