Many internet retailers continue to experience double digit growth – do you know how?
Customers expect flawless Web and mobile site performance – in fact 47% percent of consumers expect to wait no more than two seconds for a Web page to load. And 58% of mobile phone users expect Websites to load as quickly on their mobile phone as on their PC.
Successful retailers leverage the latest eCommerce strategies ranging from social media to mobile to acquire and retain customers.
Join Forrester Vice President, Principal Analyst, Sucharita Mulpuru and
Compuware Gomez Vice President of Performance Strategies, Matt Poepsel to learn:
• The latest eCommerce trends in 2010
• How to ensure more Website traffic equals more revenue
• What contributes to shopping cart abandonment and how to combat the issue
• How to meet customers’ web experience expectations regardless of the browser or device they use
8. Retailers want to do everything “Please indicate which social marketing strategies you have already implemented.” “Please indicate which social marketing strategies you plan to implement or enhance in 2010 or later.” Source: July 2010 “The State Of Retailing Online 2010: Marketing, Social Commerce, And Mobile”
9. Social tactics are still experimental “To what extent do you agree with the following statements?” (Top 2 box of 5) Source: July 2010 “The State Of Retailing Online 2010: Marketing, Social Commerce, And Mobile”
18. How people access the web is rapidly changing “How frequently do you access the Internet on your mobile phone?” Base: 41,249 US adults with a mobile phone *Base: 37,327 US adults with a mobile phone **Base: 30,453 US adults with a mobile phone Source: North American Technographics® Benchmark Survey, 2008(US, Canada) *Source: North American Technographics® Benchmark Survey, 2009 (US, Canada) **Source: North American Technographics® Benchmark Survey, 2010 (US, Canada)
19. This is impacting retailers’ web traffic Source: July 2010 “The State Of Retailing Online 2010: Marketing, Social Commerce, And Mobile”
20. This is happening with barely any effort Source: July 2010 “The State Of Retailing Online 2010: Marketing, Social Commerce, And Mobile”
21.
22. On-site video can be executed as inexpensively as a few dollars per video
26. ESPECIALLY during the holidays “Thinking about the online purchases you made in November-December 2009, please indicate any problems you had while shipping online. 38% of consumers experienced some problem! Base: 1,003 online consumers Source: Forrester 2010 Post-Holiday Retail Online Survey
42. When hitting “back” customers should be able to go to the section on the page last viewed, NOT the top of the page (e.g. if the customer clicked item 95 of 96 on a category page, then when they click the back button, it takes them to the bottom of that page)
43. Site taxonomy should be clear to users; products should be double-exposed if they are likely to be searched in multiple departments
44. “Add to cart” button defaults to 1 and doesn’t force customers to enter “1”
45. Verbiage defining cross-sells is clear (e.g. “we also recommend…”, “other customers who bought this item also purchased…”, “you may also like…”)
46. Ability to view maximum number of items (e.g. view all, or up to 100 items); ensure that that default is set for the remainder of the session so consumers do not have to reset their preference for viewing items in every subsequent search
47.
48. What retailers need to think about Leverage customer ratings and reviews, and product sharing through social networks Include behavioral targeting in your interactive marketing mix Invest in mobile, but modestly (for now); QA your site across the major mobile browsers Invest where relevant in features like on-site videos to drive conversion Consider shipping internationally Constantly monitor site performance Ensure that shipping rates are in line with shopper expectations
81. Mobile Browsers Should Not Be Forgotten Morgan Stanley predicts mobile users will outnumber desktop internet users within 4 years Source: Mary Meeker, Morgan Stanley
82. Major Difference In Mobile Vs Desktop Browser Performance iPad 3.2 - 18.7 sec. iPhone - 43.0 sec. Internet Explorer 7.0 - 9.8 sec. Firefox 3.6.3 - 6.5 sec. “Full website” performance tested on mobile browsers using WiFi
83. Different Browsers Offer Different Performance Source: Gomez Real-User Monitoring Real users around the world Broadband 466M pages over 30 days 200+ sites
84. Measure Your Customer Experience By Region Chicago 4.1 Seconds New York 2.7 Seconds San Francisco 8.2 Seconds Dallas 4.3 Seconds Los Angeles 6.8 Seconds Atlanta 3.4 Seconds How is your conversion rate impacted by Website response time?
85. Ensure Mobile Websites And Applications Perform Optimally Under Peak Traffic Conditions Mobile Website traffic exceeded expectations and overwhelmed mobile infrastructure leading to unbearably slow load times Mobile site powered by 3rd party
87. Questions Increased conversions 10% Gomez Customers Enjoy Measurable Benefits Reduced homepage load time from 11.3 seconds to 3.4 seconds Improved page load times 23% Saved 50%+ in staff and fees Reduced seven-step transaction time by 50% Reduced downtime 45% Achieved under 3 second response time and 99%+ availability Validated decision to consolidate three data centers For more information visit Gomez.comorcontact us at +1 781.778.2700
88. How Fast Is Your Website Across Browsers And Geographies? Free Gomez Multi-Browser Performance Test Tests Webpage response time across Firefox 3.5 & IE 7 New York, Seattle, Los Angeles & Chicago URL - http://www.gomez.com/multi-browser-performance-test
Editor's Notes
Behavioral targeting
Browser fragmentation
Steve jobs, jesus
Usage of videos
Nordstrom; shutterfly; ebay
Matt tie into how they do it and when they do it… normal and peak usage!
Not only are the usage of social and mobile increasing, but customer expectations about the performance are extremely high.
Mobile, as sucharita has said is smaller but is not a fad- projections show it outstripping access via desktop
There are trends to be aware of and to begin to assess and integrate, But the basics matter most. Can you access the site, can you complete a transaction and Can you easily find or do whatever you are trying to do from any device or location.