7 Customer Experience Tips for eCommerce : Qubit Bright Sparks : 29th April 2014

⓻ Customer Experience Tips

to drive your Channel Performance

Ben Seymour Director, Professional Services

The Omni-‐Channel Retail Merchandising Challenge

Amplience AdapCve Media PlaDorm

Retail'Brand' Consumers'

Video'&'Image''Assets'

Data'

Brand'&'Marke9ng'Assets'

Interac9ve'Rich=Media'

Tablet'

Instore'Digital'

Emerging'e.g:'Smart'TV'&'Wearable'Tech'

Desktop'

Mobile'

SDK'

Dynamic'Imaging'

Interac9ve'Merchandising'

API’s'

Asset'Management'

MulCscreen journey requires adapCve content

①

Break away from staCc page templates : RWD

AdapCve Media: Enhance the experience to opCmise engagement

Enhance the experience to opCmise engagementWhere appropriate

Mobile deserves a different experience

②

“One eyeball, one Thumb”

People use their phones anywhere & everywhere

!

Typically short sCnts of parCal concentraCon

Luke Wroblewski

Category Page : Combine content and commerce

③

Lister Page : not just a stepping stone

④

• Early engagement !

• Engender confidence in the interacCons !

• Reduce fricCon

Product Page : Content is king

⑤

Review&key&browser&dimensions:&&1&Content&and&Visitor&perspec8ves&1&Measure&against&success&metrics&

Also,&track&ranges&of&browser&width.&&

Are&there&certain&visitor&device&profiles,&which&are&underperforming&for&your&customer&base?&

&

Reveal Intent !

!Viewer analyCcs: DuraCon of zoom Frequency of zoom Alternate views Spin interacCons Video plays

InspiraConal Content: Make your videos work harder

⑥

Pages with video aWracted

2-‐3x more visitors (MarkeCng Sherpa)

Leverage social channels -‐ re-‐use video, with commerce imperaCves

SEO -‐ leverage image and video verCcals

⑦

of Google results enjoy up to 95% of traffic

The best place to hide a dead body

is on page 2 of Google search results

Think of your Category Pages as being Landing Pages

Think of your Product Detail Pages as being Landing Pages

Apparent filenames in image requests

Photography typically coordinated at the SKU/product level: 028632996188-‐1 !Apparent Image Filename: Berkley-‐whiplash-‐orange.jpg

hWp://i1.adis.ws/i/hkg/028632996188-‐1/Berkley-‐whiplash-‐orange.jpg?$cat_155$&img404=n_uk

http://i1.adis.ws/i/hkg/028632996188-1/Berkley-whiplash-orange.jpg?$cat_155$&img404=fb_uk

Thank you

Ben Seymour [email protected] @bseymour

7 Customer Experience Tips for eCommerce : Qubit Bright Sparks : 29th April 2014

Retail

Transcript of 7 Customer Experience Tips for eCommerce : Qubit Bright Sparks : 29th April 2014