Ecommerce Customer Experience

IS YOUR SITE DRIVING SALES AWAY? You've BUILT A SITE. You've lined up your supply chain. You've sent an email blast. You wait for the SALES to roll in.and you get CRICKETS. Before you start critiquing the offer, tweaking your product line, or THROWING IN THE TOWEL; make sure your website and main transactional portal for ECOMMERCE isn't holding back the flood of customers who want to buy now. U.S. E-COMMERCE SALES: 2011-2016 U.S. E-RETAIL SALES, IN BILLIONS $327 $304 Online consumers will $278 $252 increase their spending 62% by 2016, according $226 I||||| $202 to Forrester Inc. SOURCE: FORRESTER INC. 2011 2012 2013 2014 2015 2016 Large Internet retailers stand to lose up to $31 MILLION due to customer experience failures. In perspective, that's enough to: CLICK HERE Fly first class from New York Build 1400 Andriod apps Place 10,877,192 mobile banner to Los Angeles 16,300 times ads to reach 10,877,192,982 iPhone users 3 Key Questions For Your Site 1 Are your pages loading efficiently? Average page size over time: 33% 1995 14.1K or 2 server 2012 684k or 83 server calls/objects calls/objects (including social media, database results, videos, graphics, etc.) of unsatisfied online customers 2010 498k or 75 server calls/objects name slow sites for dissatisfaction (including CSS to images to Javascript) 1-second delay in page load means: The average website loads in 7% drop in conversions 16% drop in customer satisfaction 10 SECONDS 11% fewer page views IF YOUR PAGE LOADS JUST A BLINK OF THE EYE (250MS) SLOWER THAN YOUR COMPETITOR, YOU COULD LOSE THE SALE. 2 Is your site easy to view across devices (PC, laptop, smartphone and tablet)? 3-SECOND RULE 84% of US adults 89% of tablet, 59% smartphone, experienced friction making a mobile transaction last year. and 83% of PC users expect a website to load in 3 seconds or less. Mobile Usage Growth: up 81% in 2012 expected to rise to 55% in 2013 3 Is your site, including shopping cart, easy to click through? Improving information architecture of site delivers 83% up to 83% ROI from usability improvements like Businesses left better navigation and page flow. $44 Billion on the table because of transaction problems. 5.08 Checkout Steps on average - From cart to thank you for your order, the average number of steps in the checkout process for the top 100 5.08 grossing ecommerce sites. 18% HIGHER RECOVERY RATE FOR CARTS ABANDONED AND FOLLOWED UP ON (VIA EMAIL) WITHIN THE FIRST 12 HOURS WITH CUSTOMERS LIKELY TO SPEND 55% MORE DUE TO THE FOLLOW UP. WAYS A CLOUD PROVIDER SUPPORTS CUSTOMER EXPERIENCE GOALS: Deep Expertise Network engineers, security consultants, database administrators, web scale engineers and other experts from cloud provider help you figure how to best run your site to support customer experience goals. Improved Performance Design, implement, build, run, troubleshoot and optimize your infrastructure without worrying about hardware procurement and maintenance or huge capital investments. Better Uptime SLAS and uptime guarantees give an added level of protection from outages, natural disasters, and other unplanned downtime. Point-n-Click Management Easy-to-use dashboards to evaluate and control site resources and manage traffic flow. More Agility Access to cloud resources lets you deploy new features and expand capacity on a pay-per-use basis to launch marketing campaigns and support seasonal traffic. SOURCES: http://www.internetretailer.com/static/uploads/022712EcommerceSpending_INSIDE_.jpg http://www.huffingtonpost.com/2011/08/19/the-kardashian-wedding-wh_n_931967.html#s334154 http://www.ltolmedia.com/weblog/2012/03/the_business_impact_of_custome.html http://www.theglobeandmail.com/sports/football/jets-release-five-players-to-clear-31-million-in-cap-space/article8819466/ http://www.akamai.com/dl/whitepapers/ecommerce_website_perf_wp.pdf http://www.strangeloopnetworks.com/resources/infographics/2012-annual-state-of-the-union/average-load-time-was-10-seconds/ http://www.nytimes.com/interactive/2012/02/29/business/The-Blink-of-an-Eye-Oh-Please.html?ref=technology Engaging the tablet User: What They Expect From Websites, Equation Research/Compuware, January 2012 http://www.tealeaf.com/news/news-releases/2011/Tealeaf-Announces-New-Mobile-Research.php http://www.hebsdigital.com/blog/getting-ready-for-the-3-screen-battle-in-2013/ http://www.internetretailer.com/static/uploads011013_McommerceSales2011-2016_INSIDE_1.jpg http://www.tealeaf.com/news/news-releases/2010/Tealeaf-Survey-Reveals-Online-Retailers-Potentially-Lost.php http://www.nngroup.com/articles/usability-roi-declining-but-still-strong/ http://uxdesign.smashingmagazine.com/2012/09/04/the-state-of-e-commerce-checkout-design-2012/ http://www.shop.org/c/document_library/get_file?folderld=164&name=DLFE-1029.pdf O rackspace. SPONSORED BY: the open cloud company