Posts tagged 2011
Econsultancy has conducted a small study of the factors that influence a customer’s purchase decision on e-commerce sites. The obtained results correspond to other studies as well as my personal experience and can lead to significant improvements of your conversion rate.
1) Delivery Costs
Which kind of delivery is preferred and how much it should cost was different for each person. There was, however, unanimity that the delivery costs should be displayed and transparent from the start of the purchase process. There is nothing more unpleasant for a consumer – and I’m speaking from personal experience – than discovering delivery costs at the end of the checkout. Indeed it makes little sense to put in place a last obstacle (i.e. additional costs) just before successfully closing a transaction. Common sense alone dictates not to do so. The only reason I can think of that would warrant withholding these extra costs is the intention to increase one’s margin a bit, but if higher delivery costs are necessary for that, one should, perhaps, reflect on one’s business model.
Ein Plus konnten auch die Sites verbuchen, die ab einem bestimmten Betrag Lieferung frei Haus anbieten. Alle Teilnehmer merkten an, dass sie dies sicherlich motivieren würde mehr auszugeben.
My personal favorite trend is R.A.K. aka Random Acts of Kindness. As an example, they cite Interflora in the UK which has launched a social media campaign via Twitter. The campaign consists in monitoring user accounts and if they happen upon a tweet à la “alarm clock didn’t ring & missed my flight” or “my boyfriend forgot our anniversary”, Interflora will offer to send you a flower bouquet to brighten up your day.
A great idea!