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A Customer Odyssey:
Wandering In The E-commerce Wasteland

      Tim Ash – CEO SiteTuners
        #mivacon13                            @tim_ash




          Copyright © 2013, SiteTuners - All Rights Reserved.
About SiteTuners
                                       •     Conversion-focused website blueprints (tactical or strategic)
                                       •     Landing page test plans & testing strategy
                                       •     Internal optimization team training & mentoring
                                       •     More than 1200 clients worldwide since 2002




Copyright © 2013, SiteTuners - All Rights Reserved.                                                    #mivacon13 @tim_ash
SiteTuners E-commerce Background
                            SiteTuners has successfully improved over 200 e-commerce catalogs.




  SiteTuners principals have keynoted & presented at dozens of e-commerce events worldwide.




Copyright © 2013, SiteTuners - All Rights Reserved.                                 #mivacon13 @tim_ash
Part I
                        Walk a mile in my shoes
                   (you don’t understand your visitors)

Copyright © 2013, SiteTuners - All Rights Reserved.            #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Takeaways

   You are not like your visitors…

   • You know to much - have a framework to fill in the gaps
   • You are too patient - willing to put up with major issues
   • You care – others are not invested at all




Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Part II
                      If you can’t find it easily,
                                                it does not exist
                                                      (awareness)
Copyright © 2013, SiteTuners - All Rights Reserved.                 #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Takeaways

   • Your site does not exist in a vacuum
   • The search does not start on your site
   • Make sure key categories are visually discoverable
   • Don’t use banners with motion – they are evil
   • Carousels are useless and not discoverable
   • Don’t rely exclusively on text nav-bar labels

Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Part III
               The power of self-selection
                                                      (interest)

Copyright © 2013, SiteTuners - All Rights Reserved.                #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Useful interest taxonomy - Style


                                         Modern




                                         Traditional


Copyright © 2013, SiteTuners - All Rights Reserved.    #mivacon13 @tim_ash
Useful interest taxonomy - Materials


                                  Leather




                                  Fabric


Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Useful interest taxonomy - Function


    Futon                                             Sofa




    Daybed                                            Chaise


Copyright © 2013, SiteTuners - All Rights Reserved.            #mivacon13 @tim_ash
Not useful interest taxonomies


    • Color – secondary to the other choices
    • Price – don’t know what is reasonable
    • Brand – don’t really know any




Copyright © 2013, SiteTuners - All Rights Reserved.      #mivacon13 @tim_ash
Takeaways

• Provide a small number of clear and useful choices
• Do not show product-level items too early
• Don’t “throw up” all over your visitors (too many items)
• Not everything is a “filter” at this stage
• Create useful taxonomies & product wizards
• Fix your onsite search

Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Part IV
                                  Give me what I want
                                                      (desire)

Copyright © 2013, SiteTuners - All Rights Reserved.              #mivacon13 @tim_ash
Things I Care About

• Dimensions                                                  • Old sofa disposal
• Build quality                                               • Guarantees
• Comfort of bed                                              • Return policy
• Color options                                               • Financing options
• Cost                                                        • That others like it
• Availability – lead time                                    • That my wife likes it

Copyright © 2013, SiteTuners - All Rights Reserved.                             #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Takeaways

• Give me the details
• Help me experience it
• Let me customize it
• Don’t hide key information - group it spatially
• Let me save my in-progress work & share with others



Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Part V
                                       Get out of my way,
                               and don’t surprise me
                                                       (action)
Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
Takeaways


• Be clear about the money
• Not everything should be a button
• Prioritize buttons if you have more than one
• Follow existing conventions – don’t reinvent the wheel
• Relieve anxiety before it arises (add transactional trust)

Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Copyright © 2013, SiteTuners - All Rights Reserved.   #mivacon13 @tim_ash
A resource for Conversion Rate Optimization

                                                      • Revised and expanded 2 nd edition
                                                      • Over 150 pages of new content
                                                      • E-commerce best-practices section

                                                                 Get it on Amazon




Copyright © 2013, SiteTuners - All Rights Reserved.                          #mivacon13 @tim_ash
Giveaway – Free Express Review
       •      Unflinchingly honest interactive review of landing page or website
       •      45- or 90-min video transcript recorded via GoToMeeting
       •      Includes AttentionWizard “attention heatmap” of your page




       http://Express-Review.com - Starts at $699
       $100-off for all who enter to win at our booth & order by 3/15

Copyright © 2013, SiteTuners - All Rights Reserved.               #mivacon13 @tim_ash
Save $200 off of Conversion Conference
       April 15-16                                     Other 2013 shows:
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                    Copyright © 2013, SiteTuners - All Rights Reserved.
Contact Info
                                 tim@sitetuners.com
                                 (619) 990-9062 mobile
                                 (619) 223-8020 work PST
                                 twitter @tim_ash
                                 www.linkedin.com/in/timash
                                 facebook.com/tim.ash1
                                 skype tim_ash1




Copyright © 2013, SiteTuners - All Rights Reserved.                  #mivacon13 @tim_ash

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MivaCon 2013 Tim Ash Keynote

  • 1. A Customer Odyssey: Wandering In The E-commerce Wasteland Tim Ash – CEO SiteTuners #mivacon13 @tim_ash Copyright © 2013, SiteTuners - All Rights Reserved.
  • 2. About SiteTuners • Conversion-focused website blueprints (tactical or strategic) • Landing page test plans & testing strategy • Internal optimization team training & mentoring • More than 1200 clients worldwide since 2002 Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 3. SiteTuners E-commerce Background SiteTuners has successfully improved over 200 e-commerce catalogs. SiteTuners principals have keynoted & presented at dozens of e-commerce events worldwide. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 4. Part I Walk a mile in my shoes (you don’t understand your visitors) Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 5. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 6. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 7. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 8. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 9. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 10. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 11. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 12. Takeaways You are not like your visitors… • You know to much - have a framework to fill in the gaps • You are too patient - willing to put up with major issues • You care – others are not invested at all Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 13. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 14. Part II If you can’t find it easily, it does not exist (awareness) Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 15. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 16. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 17. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 18. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 19. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 20. Takeaways • Your site does not exist in a vacuum • The search does not start on your site • Make sure key categories are visually discoverable • Don’t use banners with motion – they are evil • Carousels are useless and not discoverable • Don’t rely exclusively on text nav-bar labels Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 21. Part III The power of self-selection (interest) Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 22. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 23. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 24. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 25. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 26. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 27. Useful interest taxonomy - Style Modern Traditional Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 28. Useful interest taxonomy - Materials Leather Fabric Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 29. Useful interest taxonomy - Function Futon Sofa Daybed Chaise Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 30. Not useful interest taxonomies • Color – secondary to the other choices • Price – don’t know what is reasonable • Brand – don’t really know any Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 31. Takeaways • Provide a small number of clear and useful choices • Do not show product-level items too early • Don’t “throw up” all over your visitors (too many items) • Not everything is a “filter” at this stage • Create useful taxonomies & product wizards • Fix your onsite search Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 32. Part IV Give me what I want (desire) Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 33. Things I Care About • Dimensions • Old sofa disposal • Build quality • Guarantees • Comfort of bed • Return policy • Color options • Financing options • Cost • That others like it • Availability – lead time • That my wife likes it Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 34. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 35. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 36. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 37. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 38. Takeaways • Give me the details • Help me experience it • Let me customize it • Don’t hide key information - group it spatially • Let me save my in-progress work & share with others Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 39. Part V Get out of my way, and don’t surprise me (action) Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 40. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 41. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 42. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 43. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 44. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 45. Takeaways • Be clear about the money • Not everything should be a button • Prioritize buttons if you have more than one • Follow existing conventions – don’t reinvent the wheel • Relieve anxiety before it arises (add transactional trust) Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 46. Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 47. A resource for Conversion Rate Optimization • Revised and expanded 2 nd edition • Over 150 pages of new content • E-commerce best-practices section Get it on Amazon Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 48. Giveaway – Free Express Review • Unflinchingly honest interactive review of landing page or website • 45- or 90-min video transcript recorded via GoToMeeting • Includes AttentionWizard “attention heatmap” of your page http://Express-Review.com - Starts at $699 $100-off for all who enter to win at our booth & order by 3/15 Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash
  • 49. Save $200 off of Conversion Conference April 15-16 Other 2013 shows: Chicago – June 11-13 San Francisco Boston – Sept 30-Oct 1 Berlin – Nov 4-5 Use promo code MIVA2013 London – Nov Copyright © 2013, SiteTuners - All Rights Reserved.
  • 50. Contact Info tim@sitetuners.com (619) 990-9062 mobile (619) 223-8020 work PST twitter @tim_ash www.linkedin.com/in/timash facebook.com/tim.ash1 skype tim_ash1 Copyright © 2013, SiteTuners - All Rights Reserved. #mivacon13 @tim_ash