1) The document discusses how businesses can improve their website user experience by listening to visitor feedback. It emphasizes the importance of segmentation, measurement, and testing different approaches based on metrics.
2) Visitors who report a great user experience are more likely to return to the site, have positive brand opinions, and purchase in the future.
3) Due to the economic downturn, websites need to focus on optimizing usability and ensuring visitors can find what they are looking for in order to drive conversions.
16. Create Real Delineation Learn Onsite to research and gather information for a future purchase Support Onsite to get technical support for a specific product Shop Onsite with the cognitive intent to make a purchase during the visit
19. Conversion isn’t always about $ Average website in North America converts at 2-3% This is what they obsess about. This is what they should obsess about.
20. Average website in North America converts at 2-3% Behavioral Analytics Voice of Customer Analytics Conversion isn’t always about $
21. Average website in North America converts at 2-3% Conversion Task Completion Conversion isn’t always about $
22. Verbatims = golden nuggets! Your search results are misleading. I can’t find links to the support page! Update your product news ticker.
25. Is this our visitor? Or is this our visitor? More than feedback alone
26. Let’s try that again… Male, Aged 20-29, 2-3 monthly visits Female, Aged 40-49, First visit Male, Aged 30-39, Visits weekly Your search results are misleading. I can’t find links to the support page! Update your product news ticker.
27. Be systematic about the user experience Listen Measure Test Change Rinse and Repeat
32. Setting the Table Source: http://www.comscore.com/press/release.asp?press=2658 Non-Travel (Retail) Spending *Corresponding days based on corresponding shopping days (Oct 27 – Dec 18, 2007)
33. Times are tough http://www.coremetrics.com/downloads/coremetrics-benchmark-industry-report-2008-12-us.pdf
34.
35. Your Site is Your Best Weapon The Web businesses that will not only survive the downturn but come out ahead are those that will… address customer confidence issues throughout their Web contact points. Source: Forrester, Topic Overview: eBusiness and the Economy, November 14, 2008