The #1 social media site for shoppers is… eBiz eXtra, Issue 3
| Top Story |
Quick Tip |
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eCommerce customer satisfaction near all-time high
Online retailers are making customers happy. The 2009 American Customer Satisfaction Index (ACSI) reveals the eCommerce industry has a higher customer score than the traditional retailers and finance/insurance sectors. With a score of 81.4, the ASCI rating are near the industry’s record high. Topping the list of major retailers surveyed are Netflix, Amazon, and Newegg. Claes Fornell of the ACSI says competitive pricing, free shipping promotions, and better on-site search contributed to the happiness of online shoppers. Read the story.
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In addition to Google Alerts, try using SocialMention.com for detailed, personal reports that not only include social media mentions, but also include stats and ratings for passion, sentiment, reach, and strength.
Share: Twitter
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| Did You Know? |
| In its first few days, Google Buzz already surpassed nine-million posts.
–Mashable
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eCommerce News of the Week
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Online Business
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Quick shopping features and video top retailer wish lists
According to the E-Tailing Group, Inc., 62% of online stores surveyed offer a “fast buy” technology, a feature up 39% from last year. These quick shopping features allow users to add an item to the cart without having to go to a product page. E-Tailing Group’s study also reports use of video has grown significantly from 2008; in 2009, 61% of retailers offer video guides. E-Tail Group president, Lauren Freedman, spoke about these stats at this week’s Internet Retailer Web Design & Usability Conference. Read the story.
Capitalize on this: Americans more wired than ever
More and more people are searching and shopping online, using smart phones, communicating on social networks, and watching videos. These growing trends certainly open up opportunities for eCommerce store owners. Website Magazine reported this national growth spurt with data from Comscore’s 2009 U.S. Digital Year in Review. Get all the results here.
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Internet Marketing
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69% of online shoppers use social media; Facebook #1 destination
The 2010 Social Media Report from ForeSee Results reported that 69% of online shoppers use social networking sites. Facebook took a huge lead, with 56% of respondents regularly using the site, with YouTube coming in second at 22%. However, the survey also revealed that most users only follow/friend one to five brands actively. Read more about this survey.
SEO Bait: Hook, line and…linker?
Link bait, when done properly, can be an effective search engine optimization effort. A recent Practical eCommerce article from Jill Kocher explains the many types of link bait eCommerce store owners can use to reel in more links – and customers. Kocher brings up how to use humor, controversy, news, and incentives as link-building strategies. Read more.
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Customer Service
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Negative feedback increases conversions for one retailer
Internet Retailer reported Lee Jeans’ online store saw revenue increase by 98% (yes, 98%) after addressing web design and functionality issues. Extensive usability studies revealed many consumers had complaints about their shopping experiences. Shoppers were dissatisfied, confused, and in fact, over 71% had failed at making a purchase. Lee is a prime example of how polling (and listening to) customers can increase conversions. Learn more about Lee’s success.
Multichannel merchants should have multiple return policies
As many brick and mortar stores make the jump into eCommerce, these multichannel merchants should also offer the same customer service across multiple channels, says eConsultancy’s Graham Charlton. In his blog post, he uses a first-hand example of purchasing a faulty mobile phone online – a phone he was unable to return to his local store. Charlton digs deep into the return policy and explains how a multichannel customer service approach is not just a way save a customer, but also present upsell options. Read more.
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on Friday, February 19th, 2010 at 8:00 am and is filed under eBiz Insider.
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