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With modern business so defined by customer centricity, it seems an absurd statement of common sense to suggest that the way to get customers back on side after a poor experience is to make them happy again.
That's obvious right? Sort of, except that many companies simply apologise for downtime and then carry on regardless.
ASOS uses a combination of best practice design, quirky copywriting and micro UX to create a simple and fun checkout experience.
Here, I pick out eight features that make the ASOS checkout great.
(p.s. if you have created a great user experience recently, you've got until June 17th to enter the Masters of Marketing Awards)
Here's a new feature for Fridays, a concise roundup of the most interesting digital stories of the week.
Some you may have already read about, others will have passed you by.
N.B. Cats are included.
How do you combine functional and engaging content to create a great digital customer experience?
Since eDigitalResearch started benchmarking the online customer journey way back in 1999, results have changed massively.
Last week, Waitrose announced it would sell 30 products through the Royal Mail online shop on China's Tmall.
Such inauspicious beginnings in its 59th international market could, Waitrose said, turn into its biggest overseas market in three to five years.
But, so shortly after ASOS decided to mothball its Chinese website, why is Waitrose so confident?
It's been a fine week for digital marketing and ecommerce stats.
So, if you're at all interested in travel and social media, PR and advertising codes, PC shipments, UK adspend, data breaches, email subject lines, B2B customer experience or the 'single customer view', reader, you're in luck.
Every quarter, Econsultancy delivers an update on the major internet players in China and their user experience.
Subscribers can download the full China Digital Report, but I've had a skirt through and picked out some interesting bits you may or may not know about digital in China.
Everybody loves a bit of interaction with a website. Although scrolling experiences aren't for everyone, mouseover effects have been established for a long time.
As creative hover states feature in my design trends to watch out for in 2016 (for the creativity they afford an otherwise increasingly restrained front-end developer), I decided to roundup some of my favourite examples.
Of course, these are on desktop, where most ecommerce sales occur (for now).
The number one cause of cart abandonment is hidden delivery costs at the checkout.
A study conducted in 2013 by eDigitalResearch and IMRG, found that 77% of online shoppers have abandoned their basket in the past year, with 53% citing unacceptably high delivery costs as the main reason for bailing.
Forcing people to register before purchase can be a barrier to conversion, so many ecommerce sites offer a guest checkout option.
This has been the general trend from retailers, so it's a surprise to see ASOS moving away from this.
So, is this a good idea?
Product videos are proven to have a positive correlation with online conversion rates, as people who watch videos tend to buy more stuff.
Whether or not these customers are further down the purchase journey and so more likely to buy anyway is open to debate.