E-Commerce Blog

I wasn’t sure what the reaction would be to last week’s column on customer experience.
Maybe I hang around with vendors and other analysts too much, because customer experience is a hot topic among, us and it’s generally seen as a good thing. However, judging by last week’s mail and some further digging at the Harvard Business Review’s Web site, it appears that there are at least two camps with decidedly different views on customer experience. The mail from last week was very positive.

Excerpted from:
The Empty Promise of Experience Without Engagement

Customer experience reared its head in my life this month. My phone service went out, which was not a catastrophe for me because in addition to the landline, I have a cell and a nifty VoIP line that lets me talk through my computer. Parenthetically, I love my VoIP line because, though I live in the Boston area, the VoIP line has a 415 area code, which you may know is San Francisco’s. I don’t know if it’s my heart that’s out there, but certainly a piece of me lives in San Francisco, and for some reason that makes me happy.

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The Sometimes-Deadly ‘Customer Experience’ Strategy

As an eCommerce marketer, it is easy to fall into the trap of thinking that setting up a website, having sales and having paying customers will bring in lots of revenue. The stark reality is for customers to return repeatedly, it is all about targeting your customers with specific marketing messages. Internet marketing is all about knowing your customer intimately.

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Target Your Customers by Leveraging Your Shopping Cart Data

Many companies are hesitant to adopt the social media movement because of the uncertainty of negative comments or results. The fact is that negative conversation will happen regardless of whether or not you are engaging in social media, so don’t hesitate, just jump on the social media bandwagon and engage. Social media has become a necessary extension of traditional marketing and, more realistically, an “x-factor” that can really make a different. I would like to share the five keys to social media success:

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5 Basics for Making the Scene in Social Media

Everyone hates websites that toss you around, directing you from one page to another before showing you what you actually want to see. If you want to successfully sell the products in your site, then make sure that you make your site very easy to navigate.

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Site Navigation - Helping Your Customers Find Your Products Easily