creating an outstanding customer experience on your web site
DESCRIPTION
Creating an Outstanding Customer Experience on Your Web Site -Online customers have many expectations when they visit your ecommerce web site. What are their expectations and how can you meet them on your own site? Rick Wilson, President of Miva Merchant will take you through the steps of creating an outstanding customer experience on your own site.TRANSCRIPT
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Creating an Outstanding Customer Experience on Your Web Site
Internet Merchants AssociationLas Vegas, NevadaMarch 26, 2012
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History
Slide 2 Miva Merchant Confidential
•Based in San Diego, California •Founded in 1995•Data Centers in California, Florida and Georgia•Focus on scalability, rapid deployment and ease of use
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The customer has their own purpose for being on your site
Slide 3 Miva Merchant Confidential
•Figure out that purpose
• Analytics
• Search Engine Optimization
• Landing Page Optimization
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The customer has their own purpose for being on your site
Slide 4 Miva Merchant Confidential
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The customer has their own purpose for being on your site
Slide 5 Miva Merchant Confidential
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The customer has their own purpose for being on your site
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Serve the customer’s purpose for coming to your site
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•Resist the urge to serve your purpose
•Especially vanity purposes
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Make goal accomplishment EASY
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•Color Selection
•Above the fold
•Checkout
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Make goal accomplishment EASY
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Make goal accomplishment EASY
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Make goal accomplishment EASY
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Site appearance matters
Slide 12 Miva Merchant Confidential
•Professionalism is a must
•Not all screens are equal
•Not all browsers are equal
•Not all locations are equal
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Site appearance matters
Slide 13 Miva Merchant Confidential
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Site appearance matters
Slide 14 Miva Merchant Confidential
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Site Speed Matters
Slide 15 Miva Merchant Confidential
•Your site should load within 2-3 seconds
•People don’t trust slow sites
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Reputation Matters
Slide 16 Miva Merchant Confidential
•Yelp
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Reputation Matters
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Customer Service Matters
Slide 18 Miva Merchant Confidential
•Order History
•Easy Returns
•Get ahold of you
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Customer Service Matters
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Customer Service Matters
Slide 20 Miva Merchant Confidential
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Numbers Of Clicks Matter
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• Use guidance for multiple clicks
• Don’t add unnecessary steps
• Think of it like a maze
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Numbers Of Clicks Matter
Slide 22 Miva Merchant Confidential
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Numbers Of Clicks Matter
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Social Media Matters
Slide 24 Miva Merchant Confidential
•Customers like to be engaged
•Reviews Work
•They’ll be your best sales force
• It’s not that hard
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Social Media Matters
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Price Matters
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•You don’t have to be the cheapest
• 20% +/- premium for trust
•You do have to be aware of your pricing
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Ecommerce Marketplace
Slide 27 Miva Merchant Confidential
com
ple
ten
ess
of
fun
ctio
na
lity
pricing
MIVA MERCHANT
Yahoo Store
Ebay
Amazon
Paypal
Volusion
Magento
Shopify
ATGWebsphere
NetSuite
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Slide 28 Miva Merchant Confidential
Ecommerce Distribution in Top 100,000 SitesTheFind UpfrontYahoo StoreMagentoMiva MerchantVolusionosCommerceAspDotNetStorefrontVirtueMartZen CartX-Cart