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Guiding customers to the products they need

The other day I talked about the use of educational content in e-mails versus the use of strict promotion/sale content. Customers may go to your site to find a specific product, but they are more often going to your site to fill a need or find a solution to a problem. Educational content is needed, especially on the web, to guide customers to the products that they seek based on the problems they are trying to solve.

With this in mind, I’m impressed by the simple homepage feature that Lands’ End has on their site. The concept is simple: customers are looking for outerwear and the site is guiding them to the type of outerwear they need based on the climate that they live in. It’s a real simple concept that works well, from the user perspective:

I think apparel retailers often over look the types of problems that they are actually solving with their clothing. Focusing on fashion, trends and styles is very important but don’t overlook the utility of what you sell.

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October US e-commerce sales very soft, comScore reports

comScore has released their October 2008 US retail e-commerce sales estimates. The verdict? Sales were weak - only up 1% over October 2007, which is the softest increase since comScore started tracking US retail e-commerce sales in 2001.

For households making less than $50,000, sales were down 3% for the past three months, compared to the same time period last year. Households with incomes over $100,000 saw a 14% growth in the same time period.

The economy is hitting everyone hard right now and it appears that no retailer, online or live, is immune at this point.

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Shop.org eHoliday 2008 Survey results released

Results from the 2008 eHoliday Survey, conducted by Shop.org and Shopzilla, have been released. The results offer an intriguing look into the state of online retail as we enter the heart of the Holiday season. Seeking Alpha has all of the results of the survey, which is a very good read for anyone involved in the industry right now. The survey paints a picture of an industry that may have worry about the economic downturn and knows it is not immune from pain.

Among the items that interested me: it appears that retailers will continue to offer free shipping promotions, but either increase the requirements to trigger the promotion or cut promotions in other areas. Free shipping is still a big deal.

When it comes to site usability and features:

Many retailers have rolled out new website features to improve the customer experience. Features like improved site search, which 42.9% of retailers added or improved since last holiday season, will help customers navigate sites more easily.

Other features, like product video (42.6%) and customer reviews (32.7%) can give shoppers more information to make buying decisions.

For price-focused shoppers, retailers have added and enhanced both clearance-sale pages (27.1%) and featured-sale pages (31.3%).

In addition, retailers continue to experiment with social networking: Nearly one-fourth (25.0%) of online retailers added a Facebook page this year.

This season will see a lot of experimenting with social media and non-traditional product detail and category pages. I’m really eager to see what retailers roll out in 2009 if these limited engagement tests pay off during the holiday season.

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Announcing ecommr: a collection of e-commerce interface and design elements

Working in the e-commerce field, I often find myself looking at other retailers to gather ideas on how to best present various elements of e-commerce sites. From design to information architecture, I find it fascinating to see how different retailers tackle the same problems in different ways. I’m often looking at different retailers and constantly looking for changes, no matter how small, and trends in e-commerce design.

I always wanted to see a site that broke down e-commerce stores into their different elements. I wanted a resource that would allow me to see the various ways retailers display their products or style their “Add to Cart” buttons. There are sites that break down general web elements (see: Elements of Design) and sites that highlight e-commerce design (see: Carted Up), but still no resource that broke down the individual elements.

Of course, this is where I looked to do something about it.

Today, I am proud to announce the launch of ecommr. ecommr is a collection of screen captures of e-commerce design and interface elements. From product listing pages to e-mail newsletters, ecommr is a resource to view all of the individual pieces that make up the e-commerce puzzle. Right now, there are 87 elements from more than 20 retailers.

No Turn On Red won’t be going anywhere. I will use the content on ecommr as a jumping off point for larger discussions and spotlights of trends or patterns through e-commerce. Those discussions will take place over here while I try to keep ecommr editorial-free and keep conversations in the comments of each posted element.

I hope others find this as interesting as I do. I also hope that other people within the industry can get some use out of it, like I know I will. If you have any feedback, comments, or helpful advice, please let me know.

Again, the site is launched and available now at www.ecommr.com.

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Purchase from Buy.com, FedEx loses package; what can a consumer do?

I’ve received an e-mail this morning from reader Eric who shares an unfortunate shopping experience with Buy.com. He ordered a hard drive which Buy.com says was delivered on October 30th. Unfortunately for him, no signature was required and the package disappeared from his front porch. This is not surprising, considering it was delivered on Mischief Night. He’s contacted Buy.com and it seems they aren’t offering much recourse to him now.

I just thought I would write since I am chock full of anger, which unfortunately is not how I should be feeling the thursday after election night.

I placed an order (#XXXXXXXXX) for an external TB firewire LaCie drive from buy.com and waited for it’s arrival. Nothing came. Several days after the date that was indicated in my shipping email I tried contacting them and after several false starts- they have a terrible support system- my order was reviewed and I was told I already had the item. That it was delivered, and that since Buy.Com does not request a signature the item was “left outside”. Now my wife works from home, so she’s always home, so I’m not sure how she didn’t hear the delivery person ring the bell. Worse yet the “delivery” date was Mischief night, October 30th, so it’s hard to believe they would leave a 300 dollar item outside without getting a signature.

Buy.com “reviewed” my claim and denied me via an automated email with no option for appeal. After writing them back I was told this,

Per company policy: “Title to goods passes to you upon delivery to the common carrier.” (http://www.buy.com/corp/legal.asp). Basically this says that once a product is in transit via the shipping carrier, the ownership and responsibility of the product has passed from Buy.com to the customer. It is the customer’s responsibility from this point forward to make sure someone is at the delivery address provided to accept the package. If no one is available at this address at the time of delivery, the carrier is authorized to leave the package at the door and the order is considered completed at that time. Basically, the security of the delivery location provided by the customer falls under the responsibility of the customer.

So apparently when you make a purchase from Buy.com you are actually not buying it yourself, but rather purchasing the item for a delivery service that may or may not send you the item. So what is to prevent the delivery agent from keeping the item, giving it to a friend, covering it with glitter and making a puppet friend?

I have tried to file a claim with paypal (what I used to pay), but I was hoping you might have some more information on what my rights are as a purchaser? Also if nothing else, please let others know this policy.

Buy.com customer service has offered no assistance or alternatives in resolving this matter. Here they basically tell the consumer that he is shit out of luck from their end. At the very least, I would think that they should offer to contact FedEx on the consumer’s behalf to assist in the investigation.

Is it the responsibility of e-commerce stores to work with the carrier to ensure packages get to the customer? At which point should a signature be required for delivery? If the retailer is going to offer no assistance in making sure packages get delivered, what other rights do consumers have in this type of situation?

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Kohl’s launches online-only deals; Why aren’t they using Twitter?

Last week, Kohl’s discussed some of their holiday marketing strategies with the press. They plan on increasing their spending to capture a larger share of the dwindling holiday sales figures, with increased emphasis on direct mail, e-mail campaigns, and online-only sale prices.

Going into the holiday season, the retailer, which has seen Web sales increase by more than 50% so far this year, is making a big push online as well. It plans to send email blasts out to 15 million shoppers — more than double the number that it had on its electronic mailing list last year — and it’s offering one or two specially discounted items on Kohls.com every day through Christmas.

Their website has started advertising these online-only specials on their homepage, with a callout that went live this week (apparently):

This is a very interesting shift in marketing for the retailer that has, until now, always offered consistent pricing in-store and online. Their marketing campaigns even advertised this fact and, for years, coupons that were sent out to customers, in direct mail, were also good online.

Kohl’s needs to be aggressive in order to increase their market share this holiday season. This is a perfect opportunity for the retailer to utilize a service, like Twitter, to advertise these special, limited-time promotions. It is obvious that they want to aggressively promote these deals as they they are utilizing prime screen real estate to push the deal. It even appears that they already have a Twitter account, although with zero posts. They should be using this to promote the daily deals and reach more people, one-on-one.

The usage of the service would be simply - they’d just need to follow the example that other retailers have set to announce daily deals. I look at the Amazon MP3 Deal of the Day and Woot.com as two examples of retailers using the service to effectively promote daily deals.

Maybe the first step, for a retailer like Kohl’s, is the use the service to promote daily deals and then they can evolve into using the service to engage customers in conversation. I think there is always more room for retailers to use Twitter to reach their customers.

What do you think?

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Retail roundup - Q1 results, JC Penney

Like Kohl’s, JC Penney also released some very solid numbers for the quarter: overall sales up 2.5%, comp store sales up 1.3% for the 12th consecutive quarter of positive same store sales, and profits up 22.1%. The company cites strong sales in fine jewelry, mens, childrens, and footwear while they say sales were soft in womens apparel, unlike rival Kohl’s.

According to president Ken Hicks on the conference call, “gross margin continues to benefit from the performance of our private brands, as well as continuing improvement in seasonal transition and merchandise flow.” This follows up his earlier remarks on womens apparel, when he said “In our women’s apparel business, we are taking aggressive action with markdowns to keep our inventory fresh, as well as building or key brands and adding new brands such as a.n.a. In addition, we continue to develop brands such as [E. Spiff], which we will introduce this fall in traditional careerwear.”

This call also gave us the first real look at the partnership between JC Penney and Sephora. Outlining the future rollout, Ken Hicks said “Beginning this fall, we will bring Sephora into a handful of JCPenney stores, and next year, our plans are to add Sephora, primarily in new stores, with some additional existing stores also having the concept. A more extensive Sephora rollout is planned for 2008.”

Walking into any JC Penney these days, one can see that there is opportunities to develop their womens apparel business further. Hicks blames this on general negative trends in fashion, (”.. the lack of really exciting things in fashion aren’t helping the business”) which completely suprises me. It’s clear that JC Penney may not be offering really exciting things in fashion, but don’t blame it on fashion in general.

Back to the numbers: direct sales via catalog were up 3.9%, but Internet sales were up over 22%. The modest gains in diret mail, which have been continuing to slip, lead me into the news that they have announced that they are de-emphasizing the catalog (via marketingblurb).

JC Penney is not suspending their print catalog, but at the annual ACCM Catalog Conference, a company official announced that the retail giant would focus on online rather than catalog sales. It seems that their online sales are growing at 23% per year, while print sales are at 10% growth and falling every year.

DMNews has more on the story. In fact, they are critical of the move, saying:

Former Lands’ End president/CEO Mindy Meads at the Philadelphia eTail 2005 conference cited a study claiming that customers who get catalogs generate a 15 percent increase in transactions and a 16 percent jump in overall spend.

Retailers like J.C. Penney don’t want to lose the chance to train the next generation of shoppers — kids watching Mom and Dad open the catalogs, then call in an order or go online. No catalog, no brand recall. Too much reliance on one channel of sales is not good, either. What if there is more stringent regulation down the road for e-mail and e-commerce?

Again, more here via DMNews.com

Like I’ve talked about before, JC Penney is at a stage where they can recapture what they are missing - through initiatives like the Sephora deal, building the private brands and even sponsoring the MTV Video Music Awards. As a consumer, I think their key to winning us back is through developing brands that we want to shop and making their buildings more exciting and fun to shop. I can’t tell you the last time I’ve gone into a JC Penny that hasn’t felt dated and stale.

JC Penney had a good quarter - higher profits on only slightly higher sales - and this could set them up for a very solid year.

More information via marketwatch.com’s coverage of the results. Retailstockblog has a complete transcript of the call, as well.

The full SEC form 8-k is here, via Yahoo.

Full transcript of the conference call from Seeking Alpha.

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