Presentation for IRCE 2012. 6/7/2012, Chicago, IL

1. Refining Site Search To Meet Your
Company’s Needs

2. Chris Reighley @chrisreighley
Director of eCommerce
#irce2012

3. Key Points
• The ability for customers to find what they
are looking for is a key indicator in
customer satisfaction.
• Site search needs to start before your
customer gets to your site.
• Your customers are searching for more
than just product. Include content in your
search results.

4. Over 300
Billion
Emails
are sent
every day

5. Over 19 Billion
Text Messages
are sent every
day

6. On average, we speak
2,251 words to 7.4
people a day

7. On average, 4.7 Billion
searches are done on
Google per day
Source: Google Annual Search Statistics. 2011 Statistic Brain
http://www.statisticbrain.com/google-searches/

8. “Findings indicate that 80%
of consumers’ shopping
decisions are made before
entering the store…”
•Merchant Mechanics, Inc.

9. The ability for customers to
find what they are looking for
is a key indicator in customer
satisfaction.

10. Customer Satisfaction

12. Tips
• How many facets?
• How should I order
facets?
• Text or visual facets?

13. Stats
• No Search Results = DEATH.
– 71% of the time, if a customer gets a
NO Result Page – they leave.
• Relevant Search Results are KEY.
– 41% of the time, if a customer gets
results that they feel are not relevant –
they leave.
Source: Foresee Results Workbench for totes-ISOTONER.com.
May 2011 – May 2012

14. Site search needs to start
before your customer gets to
your site.

15. Keeping Your Customer Happy
A Customer Has To
Find You First
Then they need to
find the stuff they are
looking for

16. Site Search is an SEO Strategy
http://shop.totes-isotoner.com/accessories/<KEYWORD>

17. Category Page (Bottom)

18. Product Detail Page

19. Key Elements for SEO Success

20. 1
2
3
4

21. Data on SEO Value
• During the 2011 Holiday, Site Champion
pages represented 8.33% of Pageviews.
• Site Champion Index Value was 712%
above site average.
• The average value of this page or set of pages. $Index is (Ecommerce
revenue + Total Goal Value) divided by Pageviews for the page(s).

22. Your customers are searching
for more than just product.
Include content in your search
results.

23. Integration of Social and Content

25. Social Content

26. FAQ Content

28. Chris Reighley @chrisreighley
Director of eCommerce