Why absolutely everything bad about shopping in the real world, can make YOU money this Christmas!
On December 13th, 2011 Martina wrote on the subject of E-commerce.
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I just think that not enough people are seeing the silver lining. Sure, they see the pouring rain right before they complain about catching a cold after trawling the high street for 5 hours on a Saturday. I think it’s great, maybe even a blessing, that people grumble about the horrific conditions – for online merchants wanting to capitalise, it’s not far from terrific and I’ll tell you why:
- Road Traffic
- Parking Charges
- Nowhere to actually park
- Lack of public toilets
- Wayward germs flying about the communal air
- Being bombarded with enough promotion and advertising to last you a lifetime
- There not being a basket left, or having to use that tyrant shopping trolley with wheels that have a life of their own
- Screaming children zooming about the floorspace
- Queuing for longer than should be legally possible
- Having to put up with some idiot using a card for a less than £2 purchase
- Having to deal with being classed as the idiot for using a card for a less than £2 purchase
You get the idea…but, if you do get the idea, why is your site still a part of the problem, rather than the solution? The points above may highlight the things that make people more Scrooge than Santa over the holidays, but if my virtual reality mirrors my reality in terms of these horrors, you’ve just doubled my stress. Let’s explore this with equivalents:
Road Traffic
Overload of traffic causing your website to crash
A different kind of traffic, but even though I’m not stuck in my car in the middle of the A4, I still cant get to where I want to with your substandard server. Upgrade, to a service that doen’t fail under the pressure of more than 100 people accessing your site, or I wont be coming back.
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Parking Charges
Hidden charges (VAT, delivery, overseas)
After a swift parallel park into a spot so tight Hamilton would be impressed, the one thing to ruin that triumph is the £2.50 p/h charge for the space, up until 8pm (even on a Sunday these days) when I know that I’ll be at least 2 hours and when I know that the shops close at 8. I’d be happy if council understood that since I’ll be blowing my wages in this area in that time, clearly promoting the district, parking should be free, or reasonable, or well communicated. In comparison, only too many times have I bought something online, only to be faced with a tubby postman telling me I can’t have the product unless I cough up another 20 quid. Again, I won’t be shopping there again.
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Nowhere to park
Nowhere to be seen
If I cant park, I wont park. If I don’t park, I drive elsewhere, which means wherever I intended to go, changes. If your SEO sucks, I wont find your site. If I don’t find your site, it doesn’t exist, at least not to me. Sort that out, please.
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Lack of public toilets
A “timeout/start again” situation
When your bursting for the loo, in a shop, restaurant or wherever and there isn’t one, you’ll find one somewhere…else. The only thing is that, if you need to “go” before you’ve paid, eaten or whatever – and there’s a queue and you leave – you join the end of the queue and you deal with that. You might not join, if you grow annoyed at the fact that establishment doesn’t provide a toilet and the one you found sells an equivalent of what you want. If the website I am on “times-out” too quickly, and I have to keep starting again, I won’t be coming back.
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Wayward germs flying about the communal air
Your site looks as though it needs a disclaimer
Someone coughs into the air and does not cover their mouth. Disgusting. There’s a possibility you could catch a cold now, or the flu. Similarly, if I enter your spammy little site and it is complete with badly written (illegal) paid-for reviews where everything has a 5-star rating, something needs to be downloaded in order for the site to run, some software with techy jargon is installed onto my computer and the checkout system sends me to ‘Timbuktu’ to enter my personal details and information…I wont be coming back.
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Being bombarded with enough promotion and advertising to last you a lifetime
Adsense, Wordads, Adcenter…
A simple walk through Regent street at Christmas is enough to make you dizzy. Between the flashing lights and the flashing ads, its a wonder anyone can walk in a straight line. On your site, too many ads on a page is bad for SEO. Google has already sent in the panda a few times to teach naughty webmasters a lesson on this, so why are there still pages like this?
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There not being a basket left, or having to use that tyrant shopping trolley with a life of it’s own
I can’t carry my goods like this!
My previous post made my feelings clear on the dodgy checkout process online – but I need to get there first. If there are problems with the process of carrying my goods; disappearing basket items, not calculating bulk goods so I lose out on a discount, only telling me there is no stock for that particular product until I am at checkout – I wont be coming back.
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Screaming children zooming about the floorspace
I didn’t ask for that noise, thanks
The first thing I do when I load up a site blaring any music at me I didn’t expect or ask for, is click “close.” I don’t want that. I click close for the same reason Vue have created screenings for movies that only over 18′s can attend after a certain time at night - not because the movie is unsuitable for youngins but more because that crowd doesn’t want to share a room with said youngins. Choice. if you are going to have pop-up videos, music streaming from the site or anything, I urge you to give me a choice of stopping these streams or, I wont be coming back.
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Queuing for longer than should be legally possibleHaving to put up with some idiot using a card for a less than £2 purchase
Quick and easy please
Amazon’s “1-click” is great because it’s quick. Amazon have blended so many desirable e-commerce features into one site that it’s so easy to spend money on things you wont read or use after the initial excitement of it being a bargain has passed. Sites selling me anything that boxes me into one mode of payment I am not used to, sites being badly configured so that I have to click back & forth, re-enter details or open new pages in tabs rather than a pop-up window, cause me extra hassle. You could only really get away with this before the Amazon’s and the eBay’s of the world were born. Cause me any unnecessary hassle and, I wont be coming back.
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Outrageous extra’s
Having to deal with being classed as the idiot for using a card for a less than £2 purchase
If I’m the person being huffed and puffed at because I don’t have the change or don’t want to split a £20 note on something that’s 49p – the huffs & puffs are as far as it goes. If online, I’m buying something for 49p and the shipping is £4.99, something is wrong with that picture. Please allow shipping to reflect the cost of the product in question. People can spot a rip-off from afar and if like me, they feel cheated – they wont be coming back.
Check out the infographic below for some interesting and helpful Christmas e-com shopping stats:
Infograpic by Deals.org.uk
I hope this post inspired you. Happy Holidays! 
Google Trusted Stores
On October 20th, 2011 Adam wrote on the subject of E-commerce,Online Marketing,SEO.
Trusted Stores is an ecommerce certification program that Google launched early in October. The idea behind the program is that it will give people more assurance in buying from online retailers. At the moment the program is still in beta those ecommerce stores that attain Google qualification will be able to add a badge to their site, proclaiming them a Google trusted store. The program is backed, more interestingly, with a consumer purchase protection package worth $1,000.
Those retailers interested in applying to become a trusted store will need to furnish Google with certain consumer information as the company is of the opinion that retailer’s data is more trustworthy than customer surveys. In order to qualify for the Trusted Stores status internet retailers will need to demonstrate good customer service and a record of shipping goods on time. In terms of customer service retailers must have evidence of resolving any customer issues and disputes in a timely manner.
When customers move their mouse over the Trusted Stores badge, they will see the store’s customer service and shipping grades. Unlike the Google Checkout the company states, there is no connection between the new program and Google Adwords. Google further reiterated that the program is still in its early stages and too soon to speculate on how the program might be enhanced and expanded.
With respect to the purchase protection package mentioned earlier, it appears to work in a similar way to credit card companies that extend manufacturer’s purchase warranties. Google however, does not offer guarantees rather the $1,000 is potentially money back where retailers fail to resolve problems. The customer can only benefit from this package if they have chosen the free purchase protection option. The consumer should contact the retailer first where there is a problem, if this is not resolved, then the customer can call on Google to deal with it, or be able to claim money back. The fact is that Google is capable of getting retailers to find quick problem resolutions.
While Google have stated that their motive for introducing the program was to increase buyer confidence in online retailers, some may suspect the company of having hidden motives. Notions of a future tie in with Checkout or Adwords are at the moment, pure speculation. As yet it’s unclear precisely what data Google will be capturing, but if customers choose the personal protection, the retailer is more likely to have a record of the transactions.
How to create the perfect return-customer!
On July 25th, 2011 Martina wrote on the subject of Blogging,Datadial,E-commerce,Email marketing,Inspiration,Online Marketing,Online PR,Pay Per Click,SEO,Social Media.
If you take a look at what you eat, where you shop or even what you wear, you’ll discover that the most effective brands and businesses in your life are successful because of their ability to keep you trapped in their rotating doors. You’ll buy that same beverage maybe twice a week, and go to that same supermarket at the end of each month- all because you’ve convinced yourself you like the design on the plastic bags, and the staff are friendly. Actually, there’s more to it and I’m about to tell you exactly what that is…
Brand evolution…
You frequent a brand because it grows with you and becomes something that understands you. For example, after McDonalds understood the issue the population began to have with societal obesity, they reduced portion size (although I blame inflation) and boosted the nutritional value of the food through the choice of ingredients used. This became acceptable to parents, who then were more inclined eat there with their families.
An example of an industry that arguably did not readily embrace evolution and suffered greatly as a result, is the music industry. After the birth of the digital age of music, illegal downloading and iTunes, the archaic business model of selling CD’s showed a huge decline in sales. Failing to catch on quickly enough meant that some artists suffered (and the customary private jet was downsized to a regular limousine).
Whatever your line of business, you need to understand the importance of evolving with the customer, if you sell tube-socks and make a great profit in winter, introducing a pop-sock range for the warmer months would mean that you have something to offer customers all year round. Alternatively, if your business is to provide SEO services (and you are doing this well) – then perhaps you could suggest Pay Per Click (PPC) services too.
Integrating, and actually wanting customers’ opinions…
When listening to a friend or colleague talk about something they care about, you always feel that little bit of gratification when they ask you your view on the subject and genuinely care about your answer. Imagine this never happened – if people talked at you, telling you their views and never asking about yours…you would get tired of listening to them, and they would eventually emigrate to a world of bias where only their opinion matters.
Feedback is a wonderful thing, and to guarantee any kind of success you need to be engaging the people whom that success relies upon. There are many ways this can be done such as market research, comments sections and incentives.
Personally, I dislike the emails I receive asking me to ‘spend 2 minutes’ of my time filling out a feedback form, but interestingly, when shopping online – the reviews section about the product I am interested in, is the first place I look before pressing the ‘checkout’ button. If you struggle to get feedback, try using incentives in exchange for it, offering a discount or a token for free software after a few important questions are answered, is a ‘quid-pro-quo’ way to dig out helpful information that could help you better your business.
Offering alternatives…
Nestle’s chocolaty awesomeness is far from limited. Nestle offer a range of sweets and treats making them one of the most popular and wealthy brands in the world. If Nestle was limited to just one chocolate bar, sure that bar of chocolate would taste good to those that enjoy it, but after years of just a milk chocolate bar, people would stray – they’d try praline, white chocolate, plain chocolate – and so on. If Nestle weren’t the ones to provide these different types, they’d be losing out on possible revenue and brand awareness.
The power of a brand comes from its ability to churn out good ideas and give people choice. This isn’t limited to types of product or service offered, your business alternatives should extend to forms of payment, methods of contact and more. Yes this is 2011, but believe it or not, some people prefer to send a postal-order or a cheque rather than use their credit or debit card online. Similarly, some people like to mail a letter to you rather than send you an email – and some people like to call you on the phone, instead of using Skype.
Being savvy is important, but it is important to remember that you could alienate a whole market simply by not catering for it. If you sell online, offer WorldPay, PayPal and the ability to pay by card – by doing so, shows customer consideration which is exactly what you need to do!
Avoiding over-saturation…
An unexpected text message from an old friend, is often the perfect segue for reconnecting, because sometimes it’s the subtleties in life that we enjoy the most. However ‘broadcast-message’ after Facebook invite from that annoying person you’d probably cross the street to avoid, will never get the attention they want. This is because there is an important difference between the two – in the first example, you feel as though that person put thought and care into the message and in the second, you feel undervalued, someone just making up the numbers.
Your business works the exact same way, its quality over quantity. Flooding prospective customers with emails about what their missing might cause them to report you as spam, and maybe even tell others to do the same. However, providing them with worthwhile information they may not already have gathered, might prompt them to subscribe to your blog, or enquire about your business.
Acknowledging loyalty…
Many businesses have cottoned onto the positive effects of personalisation, sending out post with only your first name as the title as if they’re your buddy, addressing you with “hi” rather than the traditional “Dear” and sending out seasonal gifts and confectionary. Even if it’s slightly corny and obviously not based on some fantastic rapport you have with them, they do it in hopes that you’ll feel appreciated causing them to stand out.
Even if a thousand others receive the exact same gift, unlike the Facebook invite example above and more like the Google+ invite in its beta stages – it makes you feel all special. Using this method is an added charm, especially if the customer is new to you; it works almost as a reminder to them of their importance to you. Consistent use of this technique might eventually convince that customer that you are important to them, because you obviously ‘care’ about them enough to remember them personally.
Customers will keep coming back if they are fully catered to. Whilst I am not suggesting that if you are not doing all of the above perfectly, you will fail – including these tips into your already operating mode of business, will help boost ROI and customer satisfaction. A ‘win-win’ outcome! 
Time delay video of the Taylor Herring website build
On February 17th, 2011 Rob wrote on the subject of Datadial Designs,Design,Design Ideas,Development.
We’re delighted to announce the launch of a new site for Taylor Herring PR consultancy.
We rebranded the company with a new logo and new identity. We redesigned the website and developed it using Datadial’s content management system
If you have never had the pleasure of watching how a website is put together then now’s your chance. Watch the video below.
Essential viewing for tips on keeping product pages fresh
On September 9th, 2010 Rob wrote on the subject of Development,E-commerce,Internet Marketing,Online Marketing,SEO.
Following Caffeine and Mayday updates to Google’s algorithm it is more essential than ever that internal pages on websites are kept as fresh as possible with new content. It is no longer enough just to have an exciting homepage with frequently refreshed content: this now needs to be replicated throughout your site.
Google will reward fresh content
This video from our friends at SEOmoz shows you ways that you might keep your product pages more interesting to users and more “appealing” to Google through the addition of fresh updated content.
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