Customer Struggle report that we produced recently
with Econsultancy found that the majority of etailers (76%) generally first
become aware of website issues when customers call or email the contact centre.
The problem with this method and other feedback channels, such as voice of
customer feedback forms, is that the onus is on the customer to help recreate
or replicate the issue in question.
At the end of September, Magners announced that it is starting to sell limited edition cider directly via its Facebook page.
Asos was the first UK retailer to open a fully transactional Facebook store in January this year.
On the face of it, f-commerce seems to be taking off, so should brands be launching F-commerce stores?
The ‘future of the high street’ debate found its way back
into the spotlight again recently with the opening of Europe’s largest shopping
centre at the site of London’s Olympic stadium.
Last month, Stratford’s Westfield shopping centre, a £1.45bn hulk of glass, steel and concrete, covering 1.9m
square feet and home to 300 shops, 70 restaurants, a 14 screen cinema, bowling
alley, casino and three hotels, opened its doors to 160,000 eager shoppers.
I've rounded up ten recent infographics on e-commerce and related issues, including delivery, social commerce, and how the use of colour affects purchase habits.
Where possible, I've added the infographics to this post in a readable size, but for others you can click on the image to see a larger version...
Over the past year, the release of sales and trading statements reveal the advantage that multichannel retailers have over their pure play online rivals.
For example, the IMRG Capgemini e-Retail Sales Index for March showed the widening gap between multi-channel and online-only retailers.
Those retailers with a presence online and offline experienced average growth of 19% compared to March 2010, while online experienced just 6%.
We take a look at some recent sales figures for some of the UK’s multichannel retailers. ...
2006. Daniel Craig’s first James Bond film was released, Steve Irwin died, Italy won the World Cup and “It’s Chico Time” reached number one in the charts: A mixed year.
But what was happening online, and more specifically, in online retail? In celebration of Econsultancy’s fifth E-commerce Platforms Buyer's Guide, we’ve gone back five years to look at the top UK retail sites as they were then... and how they shape up now.
It’s been over two years since I published an article on the Econsultancy blog entitled: Are
retailers following best practice to improve conversion rates?
article I was specifically looking at the checkout processes of a variety
of retailers, and in particular whether or not they have enclosed (or in other words
removed site wide elements and distractions to focus the user) the process.
In this article I have revisited the retailers who featured in this
article to see which of the retailers who didn’t enclose their checkouts then are now using this approach .
Enclosing the checkout is an approach I almost always
recommend my retail clients adopt as a primary way of improving their
checkout funnel conversion rate.
Online shoppers are a fickle lot and the competition for their attention and their spend in utterly fierce. Consequently, optimizing every aspect of your e-commerce program, and the tags that manage them, is absolutely essential.
Since we’re working mainly with e-commerce businesses, we compiled a list of the key steps they can – and do – take to optimize online sales.
What constitutes usability best practice for e-commerce? In fact, what makes something/anything 'best practice'?
I’m the first one to say that I regularly refer to ‘usability best practice’ and best practice is certainly a phrase used often enough by Econsultancy. I thought it would be worth starting a discussion on what you think when they hear this term, and what you feel justifies having the label ‘best practice’.
Or perhaps you feel it should just be banished from our industry!
As a company, we aim
to give online businesses greater visibility into what their customers actually
see and experience online.
And time and time again we see companies shocked by
the fact that, often, their websites just aren’t designed with their customer