Instant Impact: Customer Satisfaction with Cyber Monday

The preliminary returns suggest that Cyber Monday 2007 was a rousing success for online retailers. Online sales for November 26th hit a record volume of $733 million, an increase of 21% over the haul for Cyber Monday 2006. But the customer satisfaction results for that day were tepid at best.

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There is value in conversion – but only after you have uncovered why people have abandoned in the first place. We use the abandonment percentages all the time. If 100,000 people came to your site, 7% came to purchase and 45% abandoned, what do you do? Well ultimately it doesn’t matter how many came to your site except on a larger reporting scale. The numbers that matter are the 7,000 that came to buy something and the 3,150 that did not (although it is important to know why the 3,850 did buy). How to you get to these key pieces of knowledge, you as? Seems simple right? Well it is – just ask.

Trust Key for Online Retailers

The results from iPerceptions' E-Commerce Industry Customer Satisfaction Report for Q3, 2007 offer a blueprint for success by identifying strengths to be leveraged and weaknesses to be targeted for improvement, based on data collected from leading online retailers. With Trust emerging as the clear-cut strength across brands, this is compelling evidence that e-retailers have collectively done a bang-up job of positioning their websites as safe and secure shopping channels.

The Not-So-Quiet Holiday Season

The real reason I’m writing is to express my surprise during this time of year. Whenever the holiday season rolls around, I subconsciously expect the pace of business in the web analytics space to slow down. After all, aren’t retail and consumer goods supposed to be the booming businesses come this time of year? I’ve seen people lining up for electronics, perfumes, clothes, and even haircuts around this time, but web research tools?

Why Not Ask Them

I spent last week at Ad:Tech NY, going through a maze of exhibitors and listening to well-versed and experienced professionals from a variety of industries and a myriad of companies. Having grown up on the agency side of things – helping to plan and develop nearly 500 online projects and then entering into the wonderful world of behavioral targeting and persuasion – I now find myself immersed in customer satisfaction. Funny how it took nearly ten years to come back around to thinking that the client is the one we should be focusing on.

The Ultimate Answer: Defeating Fred Reichheld's Objections to Online Surveys

As those who follow this blog know, iPerceptions has been a disruptive force in market research over the past few years, challenging long-established norms and agitating for the voice of the customer in the context of real online experiences. Our...

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What matters is that, for a new environment, we need a new language. And iPerceptions is the company now establishing the language of online customer satisfaction.