How should etailers ask for customer reviews?
The fact that having user reviews can be an effective sales driver, providing valuable information for customers is well established, but how do retailers attract reviews onto their product pages?
I looked at ways etailers can attract reviews a few months ago. One of those ideas was to email customers after purchase and invite them to leave a review of the product(s) they had bought. A recent report from Snow Valley(pdf) takes a closer look at the issue...
Online advertising stats round up
Here's a selection of recent social media stats, taken from a range of sources, including Econsultancy's Internet Advertising Statistics document, which forms part of the Internet Statistics Compendium, and other reports...
Online retailers still need to work on customer service
While a study of 46 leading e-commerce sites found overall performance to be satisfactory, with average scores ranging from 76% to 90%, many etailers still need to improve on customer service.
The eRetail Benchmark Study from eDigital Research used mystery shoppers to assess the usability of leading online retail sites in the UK. Customer contact by email and phone are two areas where some retailers performed poorly.
The Guardian makes its comments search engine friendly
The Guardian has introduced some welcome updates to its comments system, with comments now handled server-side instead of client side.
This means that the newspaper is not using javascript to display comments anymore, which brings with it a number of benefits, as pointed out by Malcolm Coles:
Q&A: Zappos' Jane Judd on customer loyalty
Zappos has built up a reputation for excellent customer service, and owes much of its success to this. The fact that 75% of its business comes from repeat customers provides convincing evidence of its importance.
I've been asking Jane Judd, who is the senio manager of Zappos' Customer Loyalty Team, and was one of the keynote speakers at the recent Internet Retailing conference, about the company's approach...
Royal Mail strike: some etailers see sales fall
Two thirds of online retailers have seen a 30% fall in their revenues since the Royal Mail strike began, and a third have seen a drop of around 24% in visitors numbers.
In a IMRG survey of online retailers, 85% believe that, with no sign of a resolution to the dispute in sight, the strike will discourage people from shopping online this Christmas.
The NLA explains why it is going after the news aggregators
The Newspaper Licensing Agency (NLA) licenses companies to copy from national and regional newspapers and collects fees on their behalf.
I've been talking to the NLA's commercial director Andrew Hughes about the fees newspapers are asking web monitoring services such as NewsNow to pay in order to index and link to their content...
Site review: BBC Democracy Live
The BBC yesterday launched a new political website, Democracy Live, which enables the public to keep up with TV coverage of political debates.
The site offers live and on demand coverage of the Commons, the House of Lords, the European Parliament, Scottish Assembly and more, so you can keep up with debates on a variety of issues that may effect you.
Which etailers make it too hard to phone them?
Providing contact options for customers is a pretty basic requirement for online retailers, yet often users are forced to hunt around on websites for contact details.
While email can be a useful contact method, responses are rarely instant, so a contact number should be provided for customer support. yet so many retailers don't seem to want customers to call them.
38% of visitors to e-commerce sites in research phase: survey
Of all visitors to e-commerce sites, 38.6% are there to research products and prices, and to gather information, though just 85% are able to complete this task successfully.
This is one if the findings of an iPerceptions e-commerce survey, suggesting that improvements in navigation and usability can have a significant impact on sales.
Social media: the best and worst of 2009
Email marketing: six steps to improving customer engagement in 2010
Web 2.0
Graham Charlton
Strategy & Planning
