Single View of the Customer (SVC): Enabling Frictionless Commerce and Enduring Loyalty
Back in the days when dragons roamed the earth and men routinely wore suits to work, I used to shop at Jos. A Bank. As the years went by, however, business culture changed and my need for dress shirts, ties,… Read More »
WA(RP)®: Small Tag, Huge Business Impact
One of our customers is a pure-play e-commerce business. They wanted to quantify interest in a radical new service option. To gain competitive advantage, they needed answers quickly — much faster than it would take if they gathered responses through… Read More »
What Do You Measure?
Three key questions: What do you measure? Why do you measure it? How do you measure it? Look at these numbers. They come from six e-commerce sites. They represent metrics collected from the sites’ most important visitor segment – those… Read More »
Harvard’s KISS up
Earlier this month, the Harvard Business Review published an article by two managing directors from the Executive Board: To Keep Your Customers, Keep it Simple. The title serves as both advice and warning to today’s marketers. The research is deep… Read More »
Why Do Consumers ‘Like’ Products? Part 2
In previous articles here and here, we’ve discussed the benefits of ‘liking’ in social media and how 42% of our respondents in a social media survey (October 2011) reported making a purchase based on the ‘like’ of a friend. In this survey,… Read More »
Why Do Consumers ‘Like’ Products?
‘Likes’ in social media link to product purchases. As discussed in an earlier article here, we surveyed our participant database in October of 2011 to ask about their behavior in regards to social media, and found that 42% of the… Read More »
What’s the Cost of Keeping Search Results Current and Relevant?
I’ve bought two dozen or more bottles of wine from the New York Times Wine Club over the past few years. That would not qualify me as a highly valued customer, I’m sure, but it would likely rank me as… Read More »
Best Practices for Mobile Site Checkout
With the constant evolution of smart phones and mobile devices, users are expecting more efficient and intuitive functionality from mobile websites. This is especially true for those mobile sites designed for touch screen devices. According to a 2009 whitepaper from… Read More »
‘View All’ – The E-Commerce Version of Window Shopping
Many of the websites we have usability tested are e-commerce sites containing multiple product types. The products on these sites often include items such as clothing and shoes for the family along with house wares and other home goods. In… Read More »
How to Use the ‘Quick View’ Feature to Enhance the Browsing Experience
It has become commonplace for e-commerce sites to provide a Quick View feature to enhance the shopping experience for their users. This post addresses the “Do’s and Don’ts” of the Quick View feature. Let’s start with a definition. The Quick… Read More »
