User Experience

Customer Service: Your Best Untapped Sales Resource  
October 10, 2016 at 10:29 am

In the age of the empowered and informed customer, there’s increased attention on how to maximize a brand’s customer experience along the buying journey. But while many improvements are centered on technological changes, there are existing historical silos involving people and information, rather than channels. These disconnects waste important customer-facing resources, hide relevant content and adversely impact the sales cycle.

Comparing the BTS Shopping Experiences of 5 Top Retailers
September 29, 2016 at 9:54 am

Back-to-school (BTS) is one of the most important shopping seasons of the year. According to the National Retail Federation, total spending for both K-12 and college supplies is expected to reach $75.8 billion this year. The weeks before the beginning of the school season are a busy time for shoppers and retailers. While parents prioritize…

What Parents Expect From Your E-Commerce Site
September 14, 2016 at 11:08 pm

If you’re a parent, you’re probably thinking ahead to the holiday shopping season. If you’re an online retailer, this is a big season for your business. As you prepare to manage the hordes of parents who will descend on your site, here are some stats to keep in mind about today’s parents, their spending habits, and what…

How Room & Board is Using Customer Reviews to Drive Sales
September 8, 2016 at 10:19 am

Room & Board is a Minneapolis-based retailer offering modern, American-made home furniture and accessories. Founded in 1980, the family-owned, privately held company has 14 stores and 900 employees. About 40 percent of Room & Board's transactions occur online. In this interview with Kimberly Ruthenbeck, director of web customer experience at Room & Board, we discuss…

Amazon Debuts 'Amazon Vehicles'
August 25, 2016 at 11:00 am

Amazon.com is launching a new feature called Amazon Vehicles today. This is a destination on the website that will house car specifications and reviews to help shoppers research, but Amazon won't be selling cars. Amazon also won’t link to special deals or offers from dealerships. The online retailer did try to sell cars once before — in 2000,…

The New Tools of the Customer Loyalty Trade
August 17, 2016 at 10:34 am

In an age of instant access, customer loyalty is a rare commodity. The idea of consumers purchasing the same brand that their parents or grandparents did seems quaint in comparison to the seemingly infinite options presented to them today. So, how can retail marketers not only gain new customers, but maintain their loyalty? It comes…

Slow is the New Down
August 10, 2016 at 11:29 am

Every e-tailer fears its website going down, however, a website that’s been reduced to a snail’s pace because of a high volume of traffic can almost be more damaging. Today’s always-on consumers expect lightning-fast connections and load times, as if everyone can deliver the same user experience as Netflix. In fact, a study from Kissmetrics…