Posts tagged with River Island

River Island's head of customer experience on the brand's CX strategy

Customer experience is probably the hottest trend in digital right now.

One need only observe the martech vendors falling over themselves in the rush to reposition as customer experience platforms to know that marketers are sold on the idea of CX optimisation.

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mobile best practice

Five best practice tips to boost mobile conversions

With mobile now accounting for the majority of visits to retail websites, it’s crucial that retailers deliver a mobile experience that drives conversions.

To help ecommerce professionals understand how to improve mobile UX we recently examined 15 leading retail sites from the point of view of smartphone shoppers. 

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Customer journey from search to checkout: Christmas jumper special

This was going to be a rigorous test of another specific UK fashion retailer’s paid search strategy, through to landing page and eventually checkout. Essentially a complete ecommerce journey from the customer’s point of view.

But then I was bombarded with LED festooned Christmas tree jumpers, wool sweaters featuring Santa with a fake wobbly Santa belly and pullovers with Rudolph’s glowing red nose and things went dramatically off-course.

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Black friday

Black Friday email marketing: Eight retail examples

Black Friday has come and gone, leaving my inbox full to the brim with tempting offers and discounts.

Thanksgiving sales have been big business in the US for many years but they’re now starting to catch on among UK retailers as well.

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How these five ecommerce stores can improve their checkouts

Writing on this blog affords me a rare opportunity to talk positively and constructively about things that I care about. Which makes a change from the usual negative bile I spew on other websites and at home. 

We have a responsibility to offer guidance, tips and best practice to help improve everyone’s digital experiences and we love highlighting examples that we think will offer inspiration.

I don’t think we’ve ever said “Brand X sucks”, at least not without offering constructive criticism or highlighting where things could be improved.

But when we’re researching certain topics, as I was doing last week when investigating whether top UK retailers use guest checkouts it’s difficult not to be frustrated with poor user experiences and thoughtless design.

This article is designed to show how a few of the poorer checkouts I’ve experienced could be improved, with just a few simple tweaks. This isn’t for naming and shaming; it’s for prodding in the right direction for the benefit of their customers. 

Graham Charlton wrote a cracking post on 11 of the world’s best ecommerce checkouts which I encourage you to read as it contains essential advice for best practice.

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Guest checkout test: which of these 30 UK retailers force users to register?

Forcing users to register their details before they checkout is one of the quickest ways to lower your conversion rate. 

Once a customer is ready to buy something from your store, presenting them with page after page of forms in which they need to fill out the most unnecessary of personal details is a sure fire way to litter your site with abandoned baskets and disgruntled customers.

That’s why guest checkout is a must-have feature for almost every online retail experience.

As I mentioned in my best practice guide to guest checkouts having a guest checkout doesn’t necessarily mean losing out on valuable customer data, it means adopting practices that put the customer experience first. 

Using guest checkout as the default option, then offering to ‘save the customer details’ after purchase can help lower cart abandonment.

Saving customer details implies convenience, it puts customer experience as the primary focus. ‘Registering’ implies future marketing spam.

Also, if your site automatically fills in any details that the customer has already given you, such as name, address and email, all your customer needs to do is choose a password.

Boom! Conversion achieved. Customer satisfaction achieved. Data achieved. Easy.

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How fashion ecommerce brands use email marketing

Continuing my quest to investigate how various industries use email marketing, here’s a look at how some of our favourite fashion retailers use this most effective yet often neglected marketing channel.

Much like my round-up on the travel industry a couple of weeks ago, I’ll be looking at the frequency of emails, the use of subject lines, the email content itself, special offers, editorial voice, personalisation, relevance… All of the many tools that a company can utilise to coerce the recipient to open up an email or even engage with it.

As well as the above criteria, I also filled up a shopping basket and abandoned it without purchase to see if I would receive any reminder emails. I also entered my birthday as a date in between sign-up and writing this article to see if I was offered any discounts or at some birthday wishes. It’s not fraud, it’s science!

These are the 16 sites I chose to register my details with: Urban Outfitters, ASOS, Threadless, H&M, Topshop, Topman, American Apparel, UNIQLO, Gap, River Island, Next, Pull and Bear, Anthropologie, Forever 21, Miss Selfridge and The Kooples.

Now let’s take a look at the ravaged state of my inbox. Thank you Gmail promotions tab…

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men's jean

How can retailers make it easier to buy jeans online?

Jeans are apparently the most difficult item of clothing to buy online, according to a new consumer survey.

Almost a third of shoppers (29.5%) identified jeans as the trickiest product to buy, followed by shoes/footwear with 18.2%.

There were also a number of bizarre responses to the open-ended question, including Appalachian dance outfits and Elizabethan ruff, however it's safe to assume that the customer experience of buying jeans is a more pressing concern for most online fashion retailers.

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River Island finally ditches Flash #sitereview

Fashion retailer River Island relaunched its website last month, with a more accessible and usable version replacing the all Flash website which has been in place for the last few years. 

This non-Flash site is long overdue, and can hardly fail to improve on the previous version. It was originally designed by EMC/Conchango, and project managed by Ideal Interface. I've been trying the new site out...

River Island 1

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River Island finally ditching Flash site?

FlashRiver Island is one of the only high street retailers which hasn't significantly improved its e-commerce offering over the past couple of years, and still retains an all-Flash website.

I have been wondering for a while when River Island would look to improve the site, and Paul Rouke of PRWD has a few answers after attending a Q&A with CEO Richard Bradbury last night.

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