Search

mpexo

  • This site is proudly listed as a mobile blog on mpexo.

Count per Day

  • 1Visitors today:

Recent Comments

    Testimonials

    “I just wanted to let you know how much we appreciate the work that you guys have done in assisting us… not only in working through our issues but in keeping us informed along the way. It really is a pleasure to work with such a professional organization that obviously takes pride in their work. I look forward to our continued successes.”



    David Bloom
    Big Apple Blog

    UserOnline

    Todays Clicks

      Why the Mobile Footer Matters…

      posted by clicktale 11:25 AM
      Wednesday, July 2, 2014

      footer 300x200 Why the Mobile Footer Matters...If we follow the traditional rules of web design, then the further you go down the page, the less important the information there. And as a result, we have a self-fulfilling prophecy: Users expect to find less interesting and relevant information – so UX designers don’t generally give the footer space the attention it deserves.

      However, the advent of the smartphone and tablet are in many ways re-writing the rules of digital customer experience.

      Among the many heatmap observations on the differences between mobile and desktop user behavior, it was found that mobile users tend to scroll much further down the page. In fact, most mobile users tend to scroll straight down to the footer – making this part of the website almost as important as the header.

      UX professionals are therefore being forced to apply the same website engagement and optimization rules without discrimination to both top and bottom of their sites. Here’s the proof, as demonstrated on our very own ClickTale website:

      In this case below we’re looking at a heatmap of scroll reach for the desktop site. From this we see that users stayed mainly in the top half of the page (the dark red color) and begin to scroll less as they descend beyond the half-way mark, as the dark red coloration gives way to yellow.

      desktop scroll reach Why the Mobile Footer Matters...

      ClickTale Scroll Reach heatmap for desktop sites

      Now compare this to the mobile version of the same website, below. In this Scroll Reach heatmap for mobile you can clearly see that the red coloration – representing high levels of engagement, continues almost all the way down the page to the footer.

      mobile scroll reach Why the Mobile Footer Matters...

      ClickTale Scroll Reach heatmap for mobile sites

       

      Why the Footer Matters for Mobile:

      swipe 300x200 Why the Mobile Footer Matters...1. Swipe! The swipe function is the main reason why the footer gets far more exposure on mobile sites compared to desktop. It’s simply that much easier to reach the bottom of the page when a single finger swipe or two will do it.

      Compare that to desktop sites where you have to place the mouse over a narrow side bar and then move your arm down towards the edge of your desk. (Surely I’m not the only one who’s elbow has fallen off the edge of the table sometimes!)

      The alternative is not much better either – start looking for the ‘Page Down’ key which is one of the least used keys on the board and gives you far less control than the mouse.

      2. Horizontal layout encourages scroll. A further heatmap observation has to do with the layout of the page. Horizontal layouts tend to prevent people from scrolling and clicking, whereas vertical layouts do the opposite. Due to the narrow shape of the iPhone screen and some other mobile devices then, a horizontal layout works best – and therefore encourages further scrolling down the page!

      5 Ideas to Make Better Use of Footer Real Estate

      1. Mirror  your header. If you find that users are just as engaged with your footer as your header, then why not give them the same navigation functions at both top and bottom?

      2. Provide additional information. Footers can be easily used to convey additional useful information that you can’t display on the header, including the contact us form, subscriptions, site map, company address, etc.

      3. Further reading material. Many sites will use the footer to promote additional content from their website, blogs, forum discussions or external links related to the subject matter that all help to ‘soft sell’ or nurture the visitor further. 

      4. RSS Feed, social share icons, media and search function. Many sites will place these functions at the bottom of the site, particularly if the page is long and content heavy.

      5. Don’t waste this space on SEO and advertisement spam. If you lack what to place in your footer then consider something artistic or illustrative that will help to improve the overall customer experience of your site. Many sites like to include illustrations of the ground (buildings, earth, grass, trees etc.) and using the proximity to the ground and a clear differentiation in color, to clearly mark off the footer from the main body of the site:

       

      footer grass Why the Mobile Footer Matters...

       

       

      Avvo Gains New Insights with Data Import

      posted by Google Analytics 4:25 PM
      Tuesday, July 1, 2014
      Companies use many systems to run their business. These may include multiple web advertising networks, CRM and content publishing systems, point of sale systems, inventory databases, etc. Integrating the data from these systems with Google Analytics provides a better understanding for how your customers behave on the web. 
      At the 2014 Analytics Summit we announced the new Data Import. Data Import helps unify data from your different business systems, allowing you to organize your data the same way your business is organized. This will allow for more accurate analysis and bringing together previously disparate datasets into one complete picture. Using Data Import, you can upload your brand’s existing data into Google Analytics and join it with GA data for reporting, segmentation and remarketing.
      By using the Data Import functionality in Google Analytics Premium, consumer legal services brand Avvo created clear, accurate data, which continues to impact decisions across their organization. While Avvo already had a successful and fast-growing business, the lack of visibility into advertising success made it hard to align key revenue opportunities with actual site usage. Read the full case study here.

      “We’ve been very pleased with the results that were realized using Data Import in Google Analytics to analyze client behavior on our website. This exercise has given us better insight into valuable data that will ultimately impact how we segment the market for legal services.” 
      - Sendi Widjaja, Co-Founder & CTO, Avvo, Inc.
      Data Import also now supports a new Query Time mode that allows you to join your data with historical GA data. With this mode you can:
      • Enhance existing, already processed GA data with imported dimensions and metrics.
      • Upload calculated values after a transaction occurs, like total customer spend, last transaction date, or a loyalty score.
      • Correct any errors in data you have uploaded to GA in the past.
      Query Time mode is currently in whitelist release for Premium users. For more information, contact your Premium account manager. You can learn more about Premium here.
      Illustration of a new Google Analytics report with data from multiple sources 
      We are also introducing a new version of Cost Data import that provides more versatile support for importing historical data. Additionally, cost data  can now be uploaded directly  through the Google Analytics web interface (previously, data import  required using the GA API). Note: Users of the original cost data import  must migrate to the new version. Details can be found in the cost data migration guide.
      How to get started using Data Import
      For more information, read Data Import on the Google Analytics Help Center. Also check our new developer Data Import guides that will get you up and running in no time. Some features are currently not rolled out to all users. If you’d like to join the beta for full-access, sign-up here.
      Posted by Nick Mihailovski, Jieyan Fan, Richard Maher, Rick Elliott and the Google Analytics Team 

      The 4 Stages of Reducing Page Bounce

      posted by clicktale 5:05 AM
      Tuesday, July 1, 2014

      bounce edit 300x179 The 4 Stages of Reducing Page BounceA page’s bounce rate is regarded as an extremely effective, yet simple to qualify metric. Depending on your website type, typically the higher the bounce rate the less effective the digital customer experience.

      Knowing your bounce rate can also help determine the quality of your traffic. 

      High bounce rate coupled with large volumes of single source traffic could indicate poor referrals.

      But, knowing that your website’s experience is not effectively optimized is only half the answer. What we really need to know is why the bounce is occurring in order to take the right corrective actions.

      Follow this 4 stage escalation process to help you analyze and reduce webpage bounce:

      1. Are you getting the right traffic? (Hard vs. medium vs. soft bounce)

      The first step in the escalation process is to figure out if your visitors are intentional or unintentional.  If you have ClickTale, the Bounce Rate report will help you identify this via the following 3 types of bounce:

      Bounce Report The 4 Stages of Reducing Page Bounce

      The ClickTale Bounce Rate report

      ‘Hard bounce’ are those visitors with no interest in your page. They usually view only a single page of your website and spend less than 4 seconds engaging. They usually leave your page without even looking at it and in all likelihood, shouldn’t have landed on your page in the first place!

      ‘Medium bounce’ are those visitors who have a little bit of interest in your web page. They probably viewed a single page and had an engagement time of between 4-10 seconds. They may have the potential to come back at a later time with the right messaging or follow-up is in place.

      ‘Soft bounce’ refers to visitors with plenty of interest in your web page. They usually have an engagement time of over 10 seconds. But these visitors still left. Probably because they couldn’t find what they were looking for. Or they were nervous about making a commitment to ‘buy’ or provide their details to the online form.

      2. Does your page load fast enough?

      Before we even look at optimizing the content on the page, make sure the page is technically sound. Does it load fast enough? Are there too many errors? If you have ClickTale, take a look at the Page Console feature which provides exactly this data for every page of your site.

      page console The 4 Stages of Reducing Page Bounce3. Does your content meet visitor expectations?

      Soft and medium bouncers are interested in what content your website has to offer.

      But they’re leaving because there’s something missing from your page. Firstly, re-check your PPC ad campaigns or Organic Search content. Maybe it doesn’t quite promise what your website content actually delivers. 

      Next, if you have ClickTale, take a look at the heatmaps for the page to see if visitors are being distracted by an element you didn’t intend – this can be anything from an unnecessary link to an interactive visual that you never assumed would hurt your conversion. 

      The good news is that these can usually be easily moved or removed altogether, leading to a dramatic about-turn in engagement and conversion.

      North Face heatmap alt The 4 Stages of Reducing Page Bounce

      The North Face moved a single banner that was distracting visitors and improved click rate by 21%

      4. Do your calls to action perform? 

      Once you’ve completed all of the above, check your calls to action. Do they stand out enough on the page? Or are they blending in with additional page elements? Sometimes the most important calls to action fall below the fold line, so most visitors are not even aware they exist.

      Banner blindness – Too many ads and calls to action can stress your visitors. Whether it’s the placement, color, messaging or size, visitors may not be engaging or utilizing your calls-to-action to progress further along the conversion process.

      Once you’ve analyzed your heatmaps, drill down further into the individual Session Playback recordings which enable you to follow the movement of individual customers as they scroll and engage across a page. This will help to understand why customers may not be engaging with specific elements and calls to action.

      Conclusion 

      Bounced visitors don’t have to be lost customers. If you can identify the type of bounce, you can better determine the amount of real money being left on the table.  A timely response can then save your company millions in revenue – especially if the fix is something that can be achieved relatively quickly and economically – as is often the case!

       

       

      Webinar: ‘Fast Track Your Web Optimization ROI’

      posted by clicktale 9:25 AM
      Friday, June 27, 2014

      Demo Social Webinar: Fast Track Your Web Optimization ROI Following on from yesterday’s post, here’s a bit more information on Monday’s up-coming webinar! Make sure to register now!

      - Ever wondered how web visitors really respond to the layout and content of your web pages?

      - Ever wanted to understand why potential customers abandon important landing pages and forms?

      Sometimes, the smallest negative customer experience can have drastic effects on your overall conversion. And you’ll never know why. Until now.

      Join Shai Tamari, Pre Sales Manager for ClickTale, on Monday June 30th, 2:00-2:30PM EST/11:00-11:30AM PDT, where he explains how sophisticated in-page customer experience data can transform your website’s potential!

      This webinar will show you how to understand and interpret what visitors are doing on every page of your website and how this knowledge can be used to create a winning digital customer experience.

      During the webinar you will learn:
      - How to create a successful customer experience analysis using ClickTale
      - How traditional analytics integrates with in-page Digital Customer Experience insights
      - The ClickTale toolset: Session Playback, Heatmaps, Conversion Funnels and more.

      REGISTER HERE

      Segmenting Brand and Generic Paid Search Traffic in Google Analytics

      posted by Google Analytics 6:25 PM
      Thursday, June 26, 2014
      Many advertisers with paid search campaigns advertise on queries mentioning their brand (e.g., “Motorola smartphone” for Motorola) and also on generic searches (e.g., “smartphone reviews”). Because the performance metrics for ads shown against brand and generic queries can be vastly different, many advertisers prefer to analyze these two groups separately.  For example, all else being equal, searches containing the advertiser’s brand name often have higher clickthrough-rates than those that don’t.
      Automatic classification

      To make analysis of brand and generic performance as easy as possible, we’re introducing a new feature which automatically identifies brand-aware paid search clicks tracked in Google Analytics. We use a combination of signals (including the clickthrough-rate, text string, domain name and others) to identify query terms which show awareness of your brand.  You can review our suggested brand terms and then accept or decline each of them. It’s also easy to add additional brand terms that we’ve missed. 
      With the resulting list of brand terms, we classify your paid search traffic in GA so that you can split your “paid search” channel into two separate channels: “brand paid search” and “generic paid search”. This can be done both for Multi-Channel Funnels (for attribution purposes) and for the main Google Analytics channel grouping. See this straightforward step-by-step guide to get started.
      Industry feedback
      Back in 2012, George Michie from the Rimm-Kaufmann Group, a leading online marketing agency, called analyzing brand and generic paid search together “the cardinal sin of paid search”. We showed him a preview of our new solution and here’s his reaction:
      “I’ve been arguing for many years that advertisers should look at their brand and generic paid search separately. There are massive differences in overall performance – but also in more specific areas, like attribution and new customer acquisition. 
      Google Analytics now makes it a lot easier for advertisers to segment brand and generic paid search into separate channels. I’m sure this feature will help many more advertisers measure these important differences – and more importantly, take action on these new insights.”
      Getting started
      Finally: note that this feature works for all paid search advertising, not just Google AdWords. It will roll out to all users in the coming weeks.
      To get started, use the step-by-step guide to set up separate brand paid search and generic paid search channels. We’ve already suggested brand terms for every GA view with sufficient paid search traffic.

      Posted by: Frank Uyeda, Software Engineer, Google Analytics

      Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)

      posted by clicktale 7:38 AM
      Thursday, June 26, 2014

      options 300x212 Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)Deciding which website A/B tests to prioritize can be a dilemma at best and a nightmare at worst. But, do it right and you can save your team months of work and your company millions in revenue.

      But before we even get to that happy point, we need to look at how a typical web optimization analyst would arrive at what options to even test. This is how it’s done using the ClickTale software:

      The screen shots below shows a typical travel website. In this site, ‘conversion’ is defined as a straight journey from the ‘Home Page’, to the ‘Trip Planner’ page (where they choose which country they want to visit) to the ‘Book a Hotel’ page where they actually book their hotel and pay.

      Route Perfect conversion process 1024x576 Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)

      Conversion Funnel route perfect 1024x726 Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)

      Step 1: So Where is My Conversion Low?

      From the ClickTale instantly generated conversion funnel we see a good conversion from the ‘Home Page’ to the ‘Trip Planner’ page (63%). But only 15% converted from the ‘Trip Planner’ page to the ‘Book a Hotel’ page.

      So our challenge is obviously to increase the conversion from ‘Trip Planner’ to ‘Hotels’ page. But how do we go about doing that?

      Step 2: Compare Success vs. Failure

      One of the fastest ways to improve a page is to compare visitors that converted with visitors that didn’t.
      We can then make elements that are correlated with success even more noticeable, and conversely, we can minimize elements that are correlated with failure. These changes then become our A/B tests. Stay with me as I explain how, below:

      Step 3: Start Listing Your Possible A/B Tests:

      Side by Side route perfect 1024x543 Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)From this Clicktale side-by-side heatmap comparison of success (left) vs. failure (right) we can now make 3 significant observations:

      1. Visitors that succeeded (to the ‘Book a Hotel’ page) had a greater tendency to scroll down the page than visitors that didn’t (88% vs. 54% in this example). So one A/B test would be to move the ‘Check Accommodation’ button higher up the page – above the fold.

      2. Visitors that succeeded had a greater tendency to save their trip (28% vs. 8%). So another A/B test could be to move the ‘save trip’ button above the fold or make it more noticeable.

      3. Visitors that succeeded had a much lower tendency to price their trip (1.4% vs 6.8%). So a third A/B test could be to make the ‘price trip’ button less noticeable or remove it all together.

      weighing value 300x199 Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)But Which Test Do I Perform to Bring Most Value?

      Well, if you have an enormous web team you can probably test all 3 at once. But even still, testing can take weeks and during that time you’re losing valuable business revenue. Ideally, you want to be able to prioritize your test according to how much value each fix will bring.

      Step 4: Create an Instant Funnel for Each Hypothesis!

      With ClickTale you don’t just get an automatically generated conversion funnel which we saw above. You can also program specific funnels to see how much value a certain A/B test will bring you! For example:

      From our third observation above, we suspect that we’re losing visitors from the ‘price trip’ button. But how many visitors are we actually losing? To find out we can build a segmented funnel to show people that did price their trip vs. those that didn’t price their trip:

      funnels test and monetize Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)

      How Much is a 360% Conversion Rate Increase Worth to Your Company?

      We can see from this funnel that clicking the ‘price trip’ button lowers our conversion rate from 3.78% to 0.82%.  So, resolving this A/B test issue can raise our conversion rate by an incredible 360%.  Its then a simple step to build similar funnels to check the conversion value for our other 2 tests above.

      How much would a 360% conversion rate increase be worth to your company in revenue terms ? It could be millions. Not just that, but also consider the incredibly fast ROI associated with the discovery of the whole ‘price trip’ problem and how easy it is to resolve by the simple change in the position of the ‘price trip’ button!

      Watch our Free Demo This Coming Monday!

      book a private demo Prioritize your A/B Tests for Maximum Monetization (In 4 Easy Steps)

      Join Shai Tamari, Pre-Sales Manager for ClickTale, in this 30 minute webinar where he explains the above scenario in practical detail!

      This webinar will show you how to really understand and interpret what visitors are doing on every page of your website and how this knowledge can be used to monetize far more efficiently and effectively! Join our webinar.

       

       

       

       

      Introducing the new Google Analytics Partner Gallery

      posted by Google Analytics 1:25 PM
      Tuesday, June 24, 2014
      Google Analytics has a vibrant ecosystem of analytics practitioners, advocates, and developers that drive great conversations, learnings, and sharing among passionate users. A central part of this ecosystem is partners, which can help users quickly increase the business value of Google Analytics through implementation expertise, analysis, and integrations.
      To make it easier to find services and apps that are important to your business, we’ve re-launched the App Gallery as the Partner Gallery, the new destination to find partners and review their offerings. It includes:
      Certified Partners are vetted by Google and meet rigorous qualification standards. This includes agencies and consultancies who offer web analytics implementations, analysis services and website testing and optimization services.
      Ready-to-use applications that extend Google Analytics in new and exciting ways. This includes solutions that help analysts, marketers, IT teams, and executives get the most out of Google Analytics and complement functionality.
      The Partner Gallery includes new features and improvements:
      • A brand new look and layout.
      • A combined view of both services and apps so you don’t need to visit multiple sites to find a solution.
      • New search capabilities and category selection making it easier to filter and find what you’re looking for.
      • Google Analytics Certified Partners are sorted based on your location to find partners that have an office near you.
      • Media assets like screenshots / videos / case studies that highlight customer success stories and illustrate app features.
      • Comments and ratings to review user experiences and provide feedback.
      Visit the Partner Gallery to browse partner services and apps. If you’re interested in the Google Analytics Certified Partner or Technology Partner programs, learn how to become a partner.
      Pete Frisella, Developer Advocate, Google Analytics Developer Relations team

      A Maslow’s Hierarchy for the Digital World?

      posted by clicktale 9:25 AM
      Tuesday, June 24, 2014

      This blog post came out of a discussion between myself and Liraz Margalit, Customer Experience Psychologist for ClickTale, who originally suggested the concept of the ‘Digital Hierarchy of Needs’. 

      Maslows hierarchy 300x214 A Maslows Hierarchy for the Digital World?  Maslow first put forward his hierarchy of needs back in 1943. The model consisted of a 5 step pyramid explaining how people are motivated to achieve the things in their lives.

      Essentially, Maslow was saying that one must first satisfy lower level basic needs before progressing on to higher needs.

      While impossible to draw an exact parallel, the pyramid of human needs does share something in common with the digital world of websites and website experience:  Basic website requirements also need to be fulfilled before we can move up to higher level requirements.

      If we were to put together our own version of Maslow’s pyramid for the digital world, it could look something like this:

      Hierarcy of Digital Needs 1024x691 A Maslows Hierarchy for the Digital World?  Level 1: Website Infrastructure

      Where human’s require biological and physiological needs such as air, food, drink, shelter, warmth, sex, sleep, websites require a basic infrastructure including a web content management system, servers and Cloud infrastructure. Without these your website simply doesn’t exist.

      Level 2: Website Functionality

      Once your biological needs are met, humans look for safety: protection from the elements, order and law. The components of a civil society achieve this for us today. For the online world, the next level up is functionality. This translates into your basic web analytics tools and error monitoring systems that ensure your site actually performs and doesn’t just exist.

      Level 3: Digital Customer Experience

      The next level for Maslow’s hierarchy are social needs: the sense of belonging and the feelings of affection and love you get from peers, friends and family. This is closely followed by esteem needs – for mastery, independence, achievement, respect and self-respect. These are the highest of Maslow’s ‘basic’ needs.

      For the digital world, our equivalent steps are encompassed under digital customer experience. This is the ability of visitors to feel that they are in the right place when they get to your website; that they intuitively understand where they are on each page in relation to where they want to go in their online journey; that they can easily find what they’re looking for; and that they can achieve their intentions without a struggle.

       Achieving Basic Website Needs Are Not Enough

      Now if a website can achieve all of the above; it’s technically sound, it functions well and it gives the customers the right experience then your website has begun to serve your business goals and  you can start to measure its success against your business KPI’s.

      But in a highly competitive online business world it’s not really enough. In the same way that for humans, being respected, having a big house and being successful are, for most, not the end of their ambitions and goals. Which is why Maslow added a ‘self-actualization’ layer to his pyramid. This is the ability to use your creative talents to fulfill your maximum personal potential. And Maslow (1962) believed self-actualization could be measured through the concept of “peak experiences”. Hoffman (1998) also states that self-actualization is a continual process of becoming rather than a perfect state one reaches – something we’ve mentioned before on this blog: 5 Reasons Why Your Website Optimization Should Never End.

      Level 4: Business-Actualization

      In the digital world, we could call the top layer of the pyramid business-actualization. The ultimate goal of a website or online business is not that people just visit and buy. Rather, that through the right digital experiences (build upon all of the preceding factors that we mentioned), the customer enjoys visiting, wants to visit often, and wants to develop his identity in-line with your brand. And that’s what sets a winning online experience apart from an average one.

      Becoming the Ultimate Digital Hub

      Most websites have already achieved steps 1 and 2 of our digital hierarchy. And many are implementing step 3, a better digital customer experience, using tools such as ClickTale, VOC, A/B testing and others. If these tools are tied together successfully, then your website can become the ultimate digital hub for your customer. And I say ‘hub’ because this includes mobile, desktop, apps and more. And like Hoffman points out – it’s a continual process. Not a one-time step.

      To start you need to be able to live your website experience through your customers’ eyes. And just as Maslow (1970) believed that only around 2% of people ever achieve self-actualization, probably far fewer than 2% of websites are currently doing what they need to reach the top of the digital pyramid.

      But that should only spur us on harder. Because whoever gets to the top of the pyramid becomes a brand winner with the power to reshape entire markets according to their vision. And if that’s not business-actualization and indeed self-actualization, then nothing else is!

      ———————————————————————————————–

      book a private demo 300x188 A Maslows Hierarchy for the Digital World?

       

      Want to start seeing your website through your customers’ eyes?

      Book your own private demo with a ClickTale expert consultant.

      New Google Analytics Premium Feature: Unsampled Reports in the Management API

      posted by Google Analytics 7:25 PM
      Thursday, June 19, 2014
      Today, we are adding Unsampled Reports to the Google Analytics Management API for Google Analytics Premium customers. 
      Accurate analysis when you’re not online
      Enterprise analytics users need to execute complicated, ad hoc reports and download them into their own systems. The Unsampled Reports feature provides accurate analysis of large unsampled data sets. 
      Easily integrate data
      This enhancement to our Management API offers a new way to access unsampled data, so you’re free to spend more time on other strategic areas of your business. It also increases the integrity of the data in your internal systems and provides the flexibility to access your data in a way that best fits your business needs. For example, you can integrate the API into your Business Intelligence (BI) system to retrieve unsampled data, and to provide accurate metrics that support your critical business decisions.  
      How it works
      When you create an Unsampled Report using the API, it is processed in an offline manner. The completed reports are available through the API and under the Customization tab in the Unsampled Reports section. You can define whether you would like the report to be saved in Google Drive or in Google Cloud Storage. Read the Unsampled Reports API documentation for more details.

      Posted by Yaniv Yaakubovich, Product Manager, Google Analytics Premium

      3 Small Changes that Will Transform Cart Checkout

      posted by clicktale 6:27 AM
      Wednesday, June 18, 2014

      online shopping 300x197 3 Small Changes that Will Transform Cart CheckoutIn today’s commodity-hyped age, where every website is trying to garner more traffic and online sales, the e-commerce cart and checkout facility has become the cornerstone of any successful online business.

      So how hard can it be to get a fairly standard shopping and payment facility right? Well, like any optimization issue, the details of customer struggle can often be as plain as the nose on your face: If it’s your face, you simply won’t know it’s there.

      But as soon as you start to experience your website through your customers’ eyes (or by holding up a mirror, just to follow that great nose analogy), then the problems become clear and the solutions obvious. And often, they’re simpler that you’d imagine.

      So here are 3 small ways to make big enhancements to your cart checkout rate. These are based on examples that our Customer Experience Analysts here at ClickTale have discovered using our digital customer experience software and implemented with some of the world’s largest retail and e-commerce accounts. (As I’m sure you’ll understand, we can’t release the names of those accounts.)

      1. Shorten the Checkout Funnel

      carts 3 Small Changes that Will Transform Cart Checkout

      ClickTale Conversion Funnel. Removing one step improves conversion by 24%

      This sounds rather obvious. But that’s because it is. Shortening the funnel and simplifying the customer journey results in a significant increase in conversion numbers as we can see from the ClickTale Conversion Funnel from a real e-commerce website, here.

      By cutting the checkout process by just a single step for example (from 5 to 4 steps – not forcing visitors to go through the cart), this retail giant saw a very significant increase in conversion of 24%.

      This is an important indicator to keep in mind as we see more and more websites moving to one-page checkout with multiple steps.

      2. Create a Sense of Urgency

      US Mint Free Shipping Promotion Banner 3 Small Changes that Will Transform Cart Checkout

      A banner from the US Mint’s website promoting free standard shipping and reminding customers of the 30th September deadline.

      Improve conversion by giving customers a sense of urgency. Although this is a tried and tested method from the travel industry, from our experience, e-commerce and retail sites can gain a lot from adopting this method.

      Promotion deadlines are a great way of doing this. And make sure that you place the time remaining for a promotion next to the relevant product. Not only on the product page, but also on the checkout page.

      Another idea: If you have a limited quantity of product on offer, then state it! Don’t bury the fact in the product page or the category page but keep reminding visitors as they journey towards the checkout.

      By including a sense of urgency on the checkout page you can help visitor overcome that last second of hesitation where they would normally press Back or the red ‘X’.

      3. Allow Visitors to Return to their Last Cart Entry

      save cart 3 Small Changes that Will Transform Cart Checkout

      Enabling visitors to save or print their cart improves eventual conversion

      Research shows that window shoppers “just browsing” are one of the major causes of cart abandonment.

      This alone accounts for between 37% and 57% of the total online shoppers who abandoned the various sites we examined.

      Let’s face it,  for most of us the cart and checkout process is never going to be fun or 100% stress free.

      But – we can significantly improve our visitors’ experience by allowing them to save their cart or email their cart and make a final decision on it later on. Alternatively, use cookies to allow visitors to return back to their last point in the checkout process when they next browse the same site.

      This helps to alleviate the stress of having to start the shopping process from scratch. And as a result, it significant decreases abandonment rate and improves overall conversion.

      ———————————————————————————————————————

      book a private demo 300x188 3 Small Changes that Will Transform Cart Checkout

       

      Want to see how customers really experience your website?

      Book your own private demo with a ClickTale expert consultant.

      Blog WebMastered by All in One Webmaster.

      Switch to our mobile site