Creating an Outstanding Customer Experience on Your Web Site

Internet Merchants AssociationLas Vegas, NevadaMarch 26, 2012

History

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

The customer has their own purpose for being on your site

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•Figure out that purpose

• Analytics

• Search Engine Optimization

• Landing Page Optimization

The customer has their own purpose for being on your site

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The customer has their own purpose for being on your site

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The customer has their own purpose for being on your site

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Serve the customer’s purpose for coming to your site

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•Resist the urge to serve your purpose

•Especially vanity purposes

Make goal accomplishment EASY

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•Color Selection

•Above the fold

•Checkout

Make goal accomplishment EASY

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Make goal accomplishment EASY

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Make goal accomplishment EASY

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Site appearance matters

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•Professionalism is a must

•Not all screens are equal

•Not all browsers are equal

•Not all locations are equal

Site appearance matters

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Site appearance matters

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Site Speed Matters

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•Your site should load within 2-3 seconds

•People don’t trust slow sites

Reputation Matters

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•Yelp

•Twitter

•Facebook

Reputation Matters

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Customer Service Matters

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•Order History

•Easy Returns

•Get ahold of you

Customer Service Matters

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Customer Service Matters

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Numbers Of Clicks Matter

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• Use guidance for multiple clicks

• Don’t add unnecessary steps

• Think of it like a maze

Numbers Of Clicks Matter

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Numbers Of Clicks Matter

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Social Media Matters

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•Customers like to be engaged

•Reviews Work

•They’ll be your best sales force

• It’s not that hard

Social Media Matters

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Price Matters

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•You don’t have to be the cheapest

• 20% +/- premium for trust

•You do have to be aware of your pricing

Ecommerce Marketplace

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pricing

MIVA MERCHANT

Yahoo Store

Ebay

Amazon

Paypal

Volusion

Magento

Shopify

ATGWebsphere

NetSuite

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Ecommerce Distribution in Top 100,000 SitesTheFind UpfrontYahoo StoreMagentoMiva MerchantVolusionosCommerceAspDotNetStorefrontVirtueMartZen CartX-Cart

Thank You

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Contact Information:

(800) 608-MIVAwww.mivamerchant.com

Rick Wilsonrwilson@mivamerchant.com