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Creating an Outstanding Customer   Experience on Your Web SiteInternet Merchants AssociationLas Vegas, NevadaMarch 26, 2012
History• Based in San Diego, California• Founded in 1995• Data Centers in California, Florida and Georgia• Focus on scalab...
The customer has their own purpose for being on your site• Figure out that purpose          • Analytics          • Search ...
The customer has their own purpose for being on your siteSlide 4   Miva Merchant Confidential
The customer has their own purpose for being on your siteSlide 5   Miva Merchant Confidential
The customer has their own purpose for being on your siteSlide 6   Miva Merchant Confidential
Serve the customer’s purpose for coming to your site• Resist the urge to serve your purpose• Especially vanity purposesSli...
Make goal accomplishment EASY• Color Selection• Above the fold• CheckoutSlide 8   Miva Merchant Confidential
Make goal accomplishment EASYSlide 9   Miva Merchant Confidential
Make goal accomplishment EASYSlide 10   Miva Merchant Confidential
Make goal accomplishment EASYSlide 11   Miva Merchant Confidential
Site appearance matters • Professionalism is a must • Not all screens are equal • Not all browsers are equal • Not all loc...
Site appearance mattersSlide 13   Miva Merchant Confidential
Site appearance mattersSlide 14   Miva Merchant Confidential
Site Speed Matters • Your site should load within 2-3 seconds • People don’t trust slow sitesSlide 15   Miva Merchant Conf...
Reputation Matters • Yelp • Twitter • FacebookSlide 16   Miva Merchant Confidential
Reputation MattersSlide 17   Miva Merchant Confidential
Customer Service Matters • Order History • Easy Returns • Get ahold of youSlide 18   Miva Merchant Confidential
Customer Service MattersSlide 19   Miva Merchant Confidential
Customer Service MattersSlide 20   Miva Merchant Confidential
Numbers Of Clicks Matter           • Use guidance for multiple clicks           • Don’t add unnecessary steps           • ...
Numbers Of Clicks MatterSlide 22   Miva Merchant Confidential
Numbers Of Clicks MatterSlide 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...
Social Media MattersSlide 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 ...
Ecommerce Marketplace                                                                                                     ...
Ecommerce Distribution in Top 100,000 Sites                                                             TheFind Upfront   ...
Thank You Contact Information:                      (800) 608-MIVA                   www.mivamerchant.com                 ...
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Creating An Outstanding Website Customer Experience

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Transcript of "Creating An Outstanding Website Customer Experience"

  1. 1. Creating an Outstanding Customer Experience on Your Web SiteInternet Merchants AssociationLas Vegas, NevadaMarch 26, 2012
  2. 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 useSlide 2 Miva Merchant Confidential
  3. 3. The customer has their own purpose for being on your site• Figure out that purpose • Analytics • Search Engine Optimization • Landing Page OptimizationSlide 3 Miva Merchant Confidential
  4. 4. The customer has their own purpose for being on your siteSlide 4 Miva Merchant Confidential
  5. 5. The customer has their own purpose for being on your siteSlide 5 Miva Merchant Confidential
  6. 6. The customer has their own purpose for being on your siteSlide 6 Miva Merchant Confidential
  7. 7. Serve the customer’s purpose for coming to your site• Resist the urge to serve your purpose• Especially vanity purposesSlide 7 Miva Merchant Confidential
  8. 8. Make goal accomplishment EASY• Color Selection• Above the fold• CheckoutSlide 8 Miva Merchant Confidential
  9. 9. Make goal accomplishment EASYSlide 9 Miva Merchant Confidential
  10. 10. Make goal accomplishment EASYSlide 10 Miva Merchant Confidential
  11. 11. Make goal accomplishment EASYSlide 11 Miva Merchant Confidential
  12. 12. Site appearance matters • Professionalism is a must • Not all screens are equal • Not all browsers are equal • Not all locations are equalSlide 12 Miva Merchant Confidential
  13. 13. Site appearance mattersSlide 13 Miva Merchant Confidential
  14. 14. Site appearance mattersSlide 14 Miva Merchant Confidential
  15. 15. Site Speed Matters • Your site should load within 2-3 seconds • People don’t trust slow sitesSlide 15 Miva Merchant Confidential
  16. 16. Reputation Matters • Yelp • Twitter • FacebookSlide 16 Miva Merchant Confidential
  17. 17. Reputation MattersSlide 17 Miva Merchant Confidential
  18. 18. Customer Service Matters • Order History • Easy Returns • Get ahold of youSlide 18 Miva Merchant Confidential
  19. 19. Customer Service MattersSlide 19 Miva Merchant Confidential
  20. 20. Customer Service MattersSlide 20 Miva Merchant Confidential
  21. 21. Numbers Of Clicks Matter • Use guidance for multiple clicks • Don’t add unnecessary steps • Think of it like a mazeSlide 21 Miva Merchant Confidential
  22. 22. Numbers Of Clicks MatterSlide 22 Miva Merchant Confidential
  23. 23. Numbers Of Clicks MatterSlide 23 Miva Merchant Confidential
  24. 24. Social Media Matters • Customers like to be engaged • Reviews Work • They’ll be your best sales force • It’s not that hardSlide 24 Miva Merchant Confidential
  25. 25. Social Media MattersSlide 25 Miva Merchant Confidential
  26. 26. Price Matters • You don’t have to be the cheapest • 20% +/- premium for trust • You do have to be aware of your pricingSlide 26 Miva Merchant Confidential
  27. 27. Ecommerce Marketplace Websphere ATG completeness of functionality NetSuite MIVA MERCHANT Magento Volusion Shopify Yahoo Store Amazon Ebay Paypal pricingSlide 27 Miva Merchant Confidential
  28. 28. Ecommerce Distribution in Top 100,000 Sites TheFind Upfront Yahoo Store Magento Miva Merchant Volusion osCommerce AspDotNetStorefront VirtueMart Zen Cart X-CartSlide 28 Miva Merchant Confidential
  29. 29. Thank You Contact Information: (800) 608-MIVA www.mivamerchant.com Rick Wilson rwilson@mivamerchant.comSlide 29
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