Creating An Outstanding Website Customer Experience
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Creating An Outstanding Website Customer Experience

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  • 1. Creating an Outstanding Customer Experience on Your Web SiteInternet Merchants AssociationLas Vegas, NevadaMarch 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 useSlide 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 OptimizationSlide 3 Miva Merchant Confidential
  • 4. The customer has their own purpose for being on your siteSlide 4 Miva Merchant Confidential
  • 5. The customer has their own purpose for being on your siteSlide 5 Miva Merchant Confidential
  • 6. The customer has their own purpose for being on your siteSlide 6 Miva Merchant Confidential
  • 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. Make goal accomplishment EASY• Color Selection• Above the fold• CheckoutSlide 8 Miva Merchant Confidential
  • 9. Make goal accomplishment EASYSlide 9 Miva Merchant Confidential
  • 10. Make goal accomplishment EASYSlide 10 Miva Merchant Confidential
  • 11. Make goal accomplishment EASYSlide 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 equalSlide 12 Miva Merchant Confidential
  • 13. Site appearance mattersSlide 13 Miva Merchant Confidential
  • 14. Site appearance mattersSlide 14 Miva Merchant Confidential
  • 15. Site Speed Matters • Your site should load within 2-3 seconds • People don’t trust slow sitesSlide 15 Miva Merchant Confidential
  • 16. Reputation Matters • Yelp • Twitter • FacebookSlide 16 Miva Merchant Confidential
  • 17. Reputation MattersSlide 17 Miva Merchant Confidential
  • 18. Customer Service Matters • Order History • Easy Returns • Get ahold of youSlide 18 Miva Merchant Confidential
  • 19. Customer Service MattersSlide 19 Miva Merchant Confidential
  • 20. Customer Service MattersSlide 20 Miva Merchant Confidential
  • 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. Numbers Of Clicks MatterSlide 22 Miva Merchant Confidential
  • 23. Numbers Of Clicks MatterSlide 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 hardSlide 24 Miva Merchant Confidential
  • 25. Social Media MattersSlide 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 pricingSlide 26 Miva Merchant Confidential
  • 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. 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. Thank You Contact Information: (800) 608-MIVA www.mivamerchant.com Rick Wilson rwilson@mivamerchant.comSlide 29