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...
The A-Z of conversion rate optimisation
E-commerce professionals tend to obsess about conversion rates and how to optimise them. Why? Because a tiny increase in conversion rates can generate millions in additional sales for large retailers, so it’s obviously worth throwing resources at ongoing optimisation strategies.
A lot of the basics are obvious. Selling online is about being relevant, removing distractions, and having a clear proposition. It’s about having a competitive price and a trustworthy brand. By testing and experimenting these things you can boost conversion rates.
What else is there? Well, I’ve compiled an A-to-Z of conversion rate optimisation for your viewing pleasure, along with a bunch of links to further reading. Hopefully this will help you to boost sales at your firm.
Amazon makes it easy for its affiliates to tweet
You may not be able to fit a whole lot of words into 140 characters but a growing number of individuals and businesses think that it doesn't take more than 140 characters to produce a profit.
While Twitter focuses on building its platform and brand, plenty of third parties have been focusing on using Twitter as a marketing platform of their own. From established companies like Dell to upstarts like Sponsored Tweets, many are trying to cash in on Twitter.
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 domain name industry gets its Bernie Madoff
He may not have run a $50bn ponzi scheme but the domain name industry has found its Bernie Madoff. Yesterday, it was revealed that an employee of SnapNames, a popular domain name drop service and auctioneer, had been bidding on SnapNames domain name auctions, winning valuable domains, inflating auction prices and boosting revenue for the company in the process.
All told, the employee, who was an early member of the SnapNames team and a vice president at the company, is said to have participated in 5% of SnapNames' total auctions between 2005 and 2007 and that the value of his bidding accounted for 1% of SnapNames' revenue during that time.
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...
PayPal turns to developers in its quest for world domination
When Steve Ballmer repeated the now-famous and parodied words, "Developers,
developers, developers", he may have been far more sane than he looked at the time.
From Apple to Facebook, some of today's most successful and popular internet companies are taking advantage of third party developers to extend their products and make them more useful and appealing. In many cases, these companies owe some of their success to developers.
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.
30+ Twitter Lists and 5000+ Twitter accounts worth following
Twitter Lists are now officially available to all of Twitter's users. And there are plenty of them. While it remains to be seen whether Twitter Lists will help Twitter boost user engagement, Lists offer a no-hassle means to discovering and following people who you might find interesting.
Here are 30+ Twitter Lists that collectively follow more than 5,000 interesting Twitter accounts.
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.
Holiday shopping forecast 2009: a lot like 2008, with more coupons
The NLA explains why it is going after the news aggregators
Web 2.0
Graham Charlton
Strategy & Planning
