Creating An Outstanding Website Customer Experience

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Rick Wilson

Technologie Business

Creating an Outstanding Customer
Experience on Your Web Site

Internet Merchants Association
Las Vegas, Nevada
March 26, 2012

History

• Based in San Diego, California
• Founded in 1995
• Data Centers in California, Florida and Georgia
• Focus on scalability, rapid deployment and ease of use

Slide 2 Miva Merchant Confidential

The customer has their own purpose for being on your site

• Figure out that purpose

• Analytics

• Search Engine Optimization

• Landing Page Optimization

Slide 3 Miva Merchant Confidential

The customer has their own purpose for being on your site

Slide 4 Miva Merchant Confidential

The customer has their own purpose for being on your site

Slide 5 Miva Merchant Confidential

The customer has their own purpose for being on your site

Slide 6 Miva Merchant Confidential

Serve the customer’s purpose for coming to your site

• Resist the urge to serve your purpose

• Especially vanity purposes

Slide 7 Miva Merchant Confidential

Make goal accomplishment EASY

• Color Selection

• Above the fold

• Checkout

Slide 8 Miva Merchant Confidential

Make goal accomplishment EASY

Slide 9 Miva Merchant Confidential

Make goal accomplishment EASY

Slide 10 Miva Merchant Confidential

Make goal accomplishment EASY

Slide 11 Miva Merchant Confidential

Site appearance matters

• Professionalism is a must

• Not all screens are equal

• Not all browsers are equal

• Not all locations are equal

Slide 12 Miva Merchant Confidential

Site appearance matters

Slide 13 Miva Merchant Confidential

Site appearance matters

Slide 14 Miva Merchant Confidential

Site Speed Matters

• Your site should load within 2-3 seconds

• People don’t trust slow sites

Slide 15 Miva Merchant Confidential

Reputation Matters

• Yelp

• Twitter

• Facebook

Slide 16 Miva Merchant Confidential

Reputation Matters

Slide 17 Miva Merchant Confidential

Customer Service Matters

• Order History

• Easy Returns

• Get ahold of you

Slide 18 Miva Merchant Confidential

Customer Service Matters

Slide 19 Miva Merchant Confidential

Customer Service Matters

Slide 20 Miva Merchant Confidential

Numbers Of Clicks Matter

• Use guidance for multiple clicks

• Don’t add unnecessary steps

• Think of it like a maze

Slide 21 Miva Merchant Confidential

Numbers Of Clicks Matter

Slide 22 Miva Merchant Confidential

Numbers Of Clicks Matter

Slide 23 Miva Merchant Confidential

Social Media Matters

• Customers like to be engaged

• Reviews Work

• They’ll be your best sales force

• It’s not that hard

Slide 24 Miva Merchant Confidential

Social Media Matters

Slide 25 Miva Merchant Confidential

Price Matters

• You don’t have to be the cheapest

• 20% +/- premium for trust

• You do have to be aware of your pricing

Slide 26 Miva Merchant Confidential

Ecommerce Marketplace

Websphere
ATG
completeness of functionality

NetSuite

MIVA MERCHANT Magento

Volusion
Shopify
Yahoo Store
Amazon
Ebay

Paypal

pricing

Slide 27 Miva Merchant Confidential

Ecommerce Distribution in Top 100,000 Sites

TheFind Upfront
Yahoo Store
Magento
Miva Merchant
Volusion
osCommerce
AspDotNetStorefront
VirtueMart
Zen Cart
X-Cart

Slide 28 Miva Merchant Confidential

Thank You

Contact Information:

(800) 608-MIVA
www.mivamerchant.com

Rick Wilson
rwilson@mivamerchant.com

Slide 29

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Creating An Outstanding Website Customer Experience

1. Creating an Outstanding Customer Experience on Your Web Site Internet Merchants Association Las Vegas, Nevada March 26, 2012

2. History • Based in San Diego, California • Founded in 1995 • Data Centers in California, Florida and Georgia • Focus on scalability, rapid deployment and ease of use Slide 2 Miva Merchant Confidential

3. The customer has their own purpose for being on your site • Figure out that purpose • Analytics • Search Engine Optimization • Landing Page Optimization Slide 3 Miva Merchant Confidential

4. The customer has their own purpose for being on your site Slide 4 Miva Merchant Confidential

5. The customer has their own purpose for being on your site Slide 5 Miva Merchant Confidential

6. The customer has their own purpose for being on your site Slide 6 Miva Merchant Confidential

7. Serve the customer’s purpose for coming to your site • Resist the urge to serve your purpose • Especially vanity purposes Slide 7 Miva Merchant Confidential

8. Make goal accomplishment EASY • Color Selection • Above the fold • Checkout Slide 8 Miva Merchant Confidential

9. Make goal accomplishment EASY Slide 9 Miva Merchant Confidential

10. Make goal accomplishment EASY Slide 10 Miva Merchant Confidential

11. Make goal accomplishment EASY Slide 11 Miva Merchant Confidential

12. Site appearance matters • Professionalism is a must • Not all screens are equal • Not all browsers are equal • Not all locations are equal Slide 12 Miva Merchant Confidential

13. Site appearance matters Slide 13 Miva Merchant Confidential

14. Site appearance matters Slide 14 Miva Merchant Confidential

15. Site Speed Matters • Your site should load within 2-3 seconds • People don’t trust slow sites Slide 15 Miva Merchant Confidential

16. Reputation Matters • Yelp • Twitter • Facebook Slide 16 Miva Merchant Confidential

17. Reputation Matters Slide 17 Miva Merchant Confidential

18. Customer Service Matters • Order History • Easy Returns • Get ahold of you Slide 18 Miva Merchant Confidential

19. Customer Service Matters Slide 19 Miva Merchant Confidential

20. Customer Service Matters Slide 20 Miva Merchant Confidential

21. Numbers Of Clicks Matter • Use guidance for multiple clicks • Don’t add unnecessary steps • Think of it like a maze Slide 21 Miva Merchant Confidential

22. Numbers Of Clicks Matter Slide 22 Miva Merchant Confidential

23. Numbers Of Clicks Matter Slide 23 Miva Merchant Confidential

24. Social Media Matters • Customers like to be engaged • Reviews Work • They’ll be your best sales force • It’s not that hard Slide 24 Miva Merchant Confidential

25. Social Media Matters Slide 25 Miva Merchant Confidential

26. Price Matters • You don’t have to be the cheapest • 20% +/- premium for trust • You do have to be aware of your pricing Slide 26 Miva Merchant Confidential

27. Ecommerce Marketplace Websphere ATG completeness of functionality NetSuite MIVA MERCHANT Magento Volusion Shopify Yahoo Store Amazon Ebay Paypal pricing Slide 27 Miva Merchant Confidential

28. Ecommerce Distribution in Top 100,000 Sites TheFind Upfront Yahoo Store Magento Miva Merchant Volusion osCommerce AspDotNetStorefront VirtueMart Zen Cart X-Cart Slide 28 Miva Merchant Confidential

29. Thank You Contact Information: (800) 608-MIVA www.mivamerchant.com Rick Wilson rwilson@mivamerchant.com Slide 29