With 71% of customers expecting assistance when stuck within five minutes, high rates of abandonment, and a diverse range of platforms from which customers can speak, it has never been more important to listen to the voice of your customer.
Indeed, we have collected nearly 1.5m handwritten nuggets of information from almost 400 sites.
So, what niggles the modern day holiday maker? What prevents them from converting? And, most importantly, what can you do to keep them from journeying away from your site and into the arms of your competitor?
Sports Direct is brilliant. Ok, it had some problems last year as its reputation took a blow thanks to the retailer’s use of zero hour contracts, but on the sales front, it’s flying along.
New stores are opening, other sports retailers are being battered into submission and 2,000 staff members are to receive a cool £100k bonus after profits climbed by 40% to £200m last year.
With 12 languages and 10 currency options, the Sports Direct website should continue to aid the company's growing profits.
The website has been praised in many quarters. It’s certainly easy to use and strongly conveys the brand’s identity.
Visiting the site I was struck by just how good its calls to action are, and how easy it is to get around (unlike their stores). I thought I’d round up a few of the best bits.
Enjoy them in all their enormous garish glory. I think they’re part of a growing lust for simplicity that is driving web design forward.
Which ecommerce sites are setting a great example for others to follow?
I've been asking the Econsultancy blog team, as well as a few ecommerce experts, for their suggestions of great ecommerce sites.
I've picked the rest, some because they offer an excellent all round experience, others aren't perfect, but were chosen for specific aspects which others can copy/learn from....
Outdoor clothing retailer Fat Face recently relaunched its ecommerce site. Thanks to some interesting design features, I thought the site was worth reviewing.
These features include persistent filtered navigation, a novel idea, and light boxes for product pages.
So will these features work for Fat Face? Let's take a closer look....
This week, we’ve been singing the praises of Colston Hall’s new website (it’s a concert hall in Bristol, England).
We’re not going to gush any more, but we thought our readership might be interested to hear from agency and client, as to the process of redesign. What were the hopes, fears, successes, failures? How did the tender process go down? What happens next?
Attempting to answer some of these questions, I’ve been talking to Carly Heath, Marketing and Press Officer at Colston Hall, and Graeme Swinton, Creative Director at Palace.
Every so often, whether you work in digital or not, one visits a website and gets a slap across the face. One dawdles for a moment, scrolling around and wondering how web design has come so far in such a short period of time.
Colston Hall is one of these websites. OK, it’s a fairly sizeable concert hall in Bristol, England, but still, it’s in the arts sector, this isn’t meant to be so slick, right?
Cecile Eschenauer kindly pointed us to Colston Hall’s website, designed by Palace, after reading Chris Lake’s article on colour and UIs.
Looking at comparable venues (e.g. York Barbican, Newcastle’s Metro Arena) Colston Hall is way ahead, it’s in the future. Other small and medium arts spaces are going to have to catch up, or miss out on maximising ticket sales.
Conversion optimisation is great, but to some extent it works on the premise that customers know what they’re looking for. Ok, checkouts, calls to action, merchandising should always be finessed, but optimisation is a means of squeezing more from specific intent.
But what if moving the customer towards the magpie psyche is the future of selling online?
A new ecommerce model is emerging and it works on the premise that customers can be encouraged to ‘bag at will’. All retailers need to do is surface rarer, quality products that are socially proven and most importantly look great.
Building an ecommerce product database to satisfy your target consumer requires three disciplines in order to get it right: usability, the use of filters and naming convention.
In this context to 'satisfy' is to display navigation in an intuitive manner, to use navigation techniques to compliment the buying process, and to name category titles your consumers recognise and understand.
This topic normally falls into the 'too hard' category, and is driven by legacy product database systems with little or no flexibility. If you have the time, and the infrastructure to manage the database from the perspective of the consumer experience, then work to these disciplines.
Mobile is no longer a trend or even just an opportunity. It is quickly becoming the new standard for consuming content.
Over the years there has been a continued, symbiotic evolution of mobile technology and consumer expectations, especially in the retail industry where companies have firmly embraced the 'commerce everywhere' dimension brought by mobile devices.
As digital mobile capabilities multiply, it’s interesting to consider just what consumers really want from their mobile experience.
The slow death of the homepage is underway, in the sense that there no longer is a “home” page i.e. a page that acts as the only entranceway for visitors to access a website and its vast content.
The emergence of side doors generated through search engines, social media, mobile devices and more has morphed the homepage into a way for companies to brand themselves online rather than act solely as an access point.