Making Your Site Search an Online
Concierge
to Deliver an Exceptional Customer
Experience
Chris ReighleyDirector of eCommerce
@chrisreighley
On average, 4.7 Billion searches are done on
Google per day
Source: Google Annual Search Statistics. 2011 Statistic Brain http://www.statisticbrain.com/google-searches/
“Findings indicate that 80% of consumers’ shopping
decisions are made before entering the store…”
Merchant Mechanics, Inc.
The ability for customers to find what they are
looking for
is a key indicator in customer satisfaction.
Customer Satisfaction
Tips How many facets?
How should I order facets?
Text or visual facets?
Stats
No Search Results = DEATH. 71% of the time, if a customer gets a NO
Result Page – they leave.
Relevant Search Results are KEY. 41% of the time, if a customer gets results
that they feel are not relevant – they leave.Source: Foresee Results Workbench for totes-ISOTONER.com. May 2011 – May 2012
Site search needs to start before
your customer gets to your site.
Keeping Your Customer Happy
A Customer Has To Find You First
Then they need to find the stuff they are
looking for
http://shop.totes-isotoner.com/accessories/<KEYWORD>
Site Search is an SEO Strategy
Category Page (Bottom)
Product Detail Page
Key Elements for SEO Success
Data on SEO Value
During the 2011 Holiday, Site Champion pages represented 8.33% of Pageviews.
Site Champion Index Value was 712% above site average.
The average value of this page or set of pages. $Index is (Ecommerce revenue + Total Goal Value) divided by Pageviews for the page(s).
Your customers are searching for more than
just product.
Include content in your search results.
Integration of Social and Content
Social Content
FAQ Content
Chris ReighleyDirector of eCommerce
@chrisreighley