Author: Greg Randall

Greg Randall

Greg Randall owns Comma Consulting a digital agency focussed on assisting retailers to realise their full online potential.  You can follow him on Twitter or connect via LinkedIn.     

How do we find a solution to the great shopping-cart abandonment problem?

When diving into the research to determine the size of the shopping cart bailout issue, most studies deliver a single percentage incorporating all three devices.

This is not enough to tell the true story of how bad the issue is.

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The 10 principles for creating amazing online retail experiences

In order to deliver amazing online experiences, retailers need to first understand and visualise what they should look like. 

This appreciation comes from reviewing great physical retail experiences to form a frame of reference.

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Cart abandonment emails: Creating content that maximises conversions

Though cart abandonment emails continue to be a hot topic, more focus needs to be placed on how marketers can build more impactful emails to prompt the right consumer actions. 

Simply activating an automated email with some lines of copy and a link back to a site is not an enough to lure consumers away from their busy lives and complete an action a retailer wants him/her to take.  

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Ecommerce product filters: Best practice tips for a great UX

Ecommerce sites implement product filters in many different variations.  

As a result, the consumer is left to learn and relearn how to use filters whenever they embark on a different journey on a different site.

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Four key insights into the connected New Zealand consumer

Google recently published data on the online behaviours of the New Zealand consumer as of mid-2015.  

Though none of Google’s findings is breaking news, what’s important for NZ retailers is not the data itself, but how to respond to it.  

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Why ecommerce retailers should never place products on the homepage

The topic of placing products on the homepage always comes with debate, but when thinking in the context of customer experience design, the reasons against presenting products are straightforward. 

I've previously taken an in-depth look at product page design, and now it's time to turn the spotlight on the homepage.

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Ecommerce product pages: where to place 30 elements and why

Tackling the topic of product detail page layouts is daunting because there is no short answer.

Saying one element such as large product images increases conversion, though it's proven, does not tell the full story.  

The product detail page needs to be dealt with as a whole. This article will do just that. It will focus on the 'must have' page elements, recommend where they should appear on the page, explain why, and provide tips on how to maximize the value of each.  

To support recommendations, experienced online retailers will be used as examples, known experts will be quoted, and for those who are visual, a wireframe has been put together for reference.

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How hearing 'Hoofbeats' can help with customer experience design

When you hear hoofbeats, the old medical saying suggests you think 'horses not zebras'.    

Medically, this means doctors analyse symptoms and first check for common ailments not rare conditions. However, their approach shifts based on the context of the patient and is why they undertake a fact-finding mission to learn more. 

A patient suffering flu symptoms who has returned from Africa will be treated differently from someone who remained local and is suffering flu symptoms during winter.   

So how does this relate to customer experience design?

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How does ‘carousel banner blindness’ damage customer experience?

Through display advertising’s history of consistently delivering irrelevant content and its design never aligning to its surroundings, consumers have nurtured a scanning reflex called ‘banner blindness’.   

This isn't a new condition, ‘banner blindness’ has been around for a very long time. 

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Fashion ecommerce: are virtual fitting rooms the silver bullet?

It's common to see fashion retailers focus on the latest bright new shiny toys considered to be the latest digital craze or phenomenon, and in doing so miss out on delivering content and experiences that really matter to consumers.  

One area where the majority of fashion retailers fall short, according to Euromonitor, is content and consumer experiences for size and fitting.

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Seven SEO tips retailers can implement without the help of specialists

Working alongside SEO specialists is an important part of any long term digital strategy.  

What many retailers need to understand is, while looking for credible specialists with proven experiences, you can get started on your own. 

This article focusses on seven SEO initiatives retailers can execute whether you have a relationship with an SEO specialist or not, and in doing so will lay down a solid SEO foundation the business can benefit from.  

The challenge for most is where to start and what to focus on. It will all soon be clear.

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Ecommerce main category page layout: Where to place key elements and why

Due to the popularity of the article titled, 'Ecommerce product pages:  where to place 30 elements and why', a sequel has (finally) been written.

The focus now turns to the main category page, which is used in ecommerce to give shoppers access to a range of products such as 'menswear' before they drill further down to find specific items (e.g. socks, jeans).

This article will add value if you:

  • Have little confidence in your current main category page layout. 
  • Are in the process of redesigning your website and need guidance on the main category page.
  • Are bombarded with differing opinions on how the main category page should be laid out by stakeholders, vendors (designs, UX teams) and would like an unbiased opinion.

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