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Creating an Outstanding Customer
   Experience on Your Web Site

Internet Merchants Association
Las Vegas, Nevada
March 26, 2012
History


• Based in San Diego, California
• Founded in 1995
• Data Centers in California, Florida and Georgia
• Focus on scalability, rapid deployment and ease of use




Slide 2   Miva Merchant Confidential
The customer has their own purpose for being on your site



• Figure out that purpose

          • Analytics

          • Search Engine Optimization

          • Landing Page Optimization




Slide 3    Miva Merchant Confidential
The customer has their own purpose for being on your site




Slide 4   Miva Merchant Confidential
The customer has their own purpose for being on your site




Slide 5   Miva Merchant Confidential
The customer has their own purpose for being on your site




Slide 6   Miva Merchant Confidential
Serve the customer’s purpose for coming to your site



• Resist the urge to serve your purpose

• Especially vanity purposes




Slide 7   Miva Merchant Confidential
Make goal accomplishment EASY



• Color Selection

• Above the fold

• Checkout




Slide 8   Miva Merchant Confidential
Make goal accomplishment EASY




Slide 9   Miva Merchant Confidential
Make goal accomplishment EASY




Slide 10   Miva Merchant Confidential
Make goal accomplishment EASY




Slide 11   Miva Merchant Confidential
Site appearance matters



 • Professionalism is a must

 • Not all screens are equal

 • Not all browsers are equal

 • Not all locations are equal


Slide 12   Miva Merchant Confidential
Site appearance matters




Slide 13   Miva Merchant Confidential
Site appearance matters




Slide 14   Miva Merchant Confidential
Site Speed Matters



 • Your site should load within 2-3 seconds

 • People don’t trust slow sites




Slide 15   Miva Merchant Confidential
Reputation Matters



 • Yelp

 • Twitter

 • Facebook




Slide 16   Miva Merchant Confidential
Reputation Matters




Slide 17   Miva Merchant Confidential
Customer Service Matters



 • Order History

 • Easy Returns

 • Get ahold of you




Slide 18   Miva Merchant Confidential
Customer Service Matters




Slide 19   Miva Merchant Confidential
Customer Service Matters




Slide 20   Miva Merchant Confidential
Numbers Of Clicks Matter


           • Use guidance for multiple clicks

           • Don’t add unnecessary steps

           • Think of it like a maze




Slide 21    Miva Merchant Confidential
Numbers Of Clicks Matter




Slide 22   Miva Merchant Confidential
Numbers Of Clicks Matter




Slide 23   Miva Merchant Confidential
Social Media Matters



 • Customers like to be engaged

 • Reviews Work

 • They’ll be your best sales force

 • It’s not that hard


Slide 24   Miva Merchant Confidential
Social Media Matters




Slide 25   Miva Merchant Confidential
Price Matters



 • You don’t have to be the cheapest

           • 20% +/- premium for trust

 • You do have to be aware of your pricing




Slide 26    Miva Merchant Confidential
Ecommerce Marketplace


                                                                                                     Websphere
                                                                                                      ATG
                                        completeness of functionality


                                                                                                    NetSuite



                                                                        MIVA MERCHANT         Magento

                                                                                         Volusion
                                                                                     Shopify
                                                                                    Yahoo Store
                                                                        Amazon
                                                                                 Ebay


                                                                           Paypal

                                                                                        pricing


Slide 27   Miva Merchant Confidential
Ecommerce Distribution in Top 100,000 Sites

                                                             TheFind Upfront
                                                             Yahoo Store
                                                             Magento
                                                             Miva Merchant
                                                             Volusion
                                                             osCommerce
                                                             AspDotNetStorefront
                                                             VirtueMart
                                                             Zen Cart
                                                             X-Cart


Slide 28   Miva Merchant Confidential
Thank You


 Contact Information:

                      (800) 608-MIVA
                   www.mivamerchant.com

                          Rick Wilson
                  rwilson@mivamerchant.com



Slide 29

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Creating An Outstanding Website Customer Experience

  • 1. Creating an Outstanding Customer Experience on Your Web Site Internet Merchants Association Las Vegas, Nevada March 26, 2012
  • 2. History • Based in San Diego, California • Founded in 1995 • Data Centers in California, Florida and Georgia • Focus on scalability, rapid deployment and ease of use Slide 2 Miva Merchant Confidential
  • 3. The customer has their own purpose for being on your site • Figure out that purpose • Analytics • Search Engine Optimization • Landing Page Optimization Slide 3 Miva Merchant Confidential
  • 4. The customer has their own purpose for being on your site Slide 4 Miva Merchant Confidential
  • 5. The customer has their own purpose for being on your site Slide 5 Miva Merchant Confidential
  • 6. The customer has their own purpose for being on your site Slide 6 Miva Merchant Confidential
  • 7. Serve the customer’s purpose for coming to your site • Resist the urge to serve your purpose • Especially vanity purposes Slide 7 Miva Merchant Confidential
  • 8. Make goal accomplishment EASY • Color Selection • Above the fold • Checkout Slide 8 Miva Merchant Confidential
  • 9. Make goal accomplishment EASY Slide 9 Miva Merchant Confidential
  • 10. Make goal accomplishment EASY Slide 10 Miva Merchant Confidential
  • 11. Make goal accomplishment EASY Slide 11 Miva Merchant Confidential
  • 12. Site appearance matters • Professionalism is a must • Not all screens are equal • Not all browsers are equal • Not all locations are equal Slide 12 Miva Merchant Confidential
  • 13. Site appearance matters Slide 13 Miva Merchant Confidential
  • 14. Site appearance matters Slide 14 Miva Merchant Confidential
  • 15. Site Speed Matters • Your site should load within 2-3 seconds • People don’t trust slow sites Slide 15 Miva Merchant Confidential
  • 16. Reputation Matters • Yelp • Twitter • Facebook Slide 16 Miva Merchant Confidential
  • 17. Reputation Matters Slide 17 Miva Merchant Confidential
  • 18. Customer Service Matters • Order History • Easy Returns • Get ahold of you Slide 18 Miva Merchant Confidential
  • 19. Customer Service Matters Slide 19 Miva Merchant Confidential
  • 20. Customer Service Matters Slide 20 Miva Merchant Confidential
  • 21. Numbers Of Clicks Matter • Use guidance for multiple clicks • Don’t add unnecessary steps • Think of it like a maze Slide 21 Miva Merchant Confidential
  • 22. Numbers Of Clicks Matter Slide 22 Miva Merchant Confidential
  • 23. Numbers Of Clicks Matter Slide 23 Miva Merchant Confidential
  • 24. Social Media Matters • Customers like to be engaged • Reviews Work • They’ll be your best sales force • It’s not that hard Slide 24 Miva Merchant Confidential
  • 25. Social Media Matters Slide 25 Miva Merchant Confidential
  • 26. Price Matters • You don’t have to be the cheapest • 20% +/- premium for trust • You do have to be aware of your pricing Slide 26 Miva Merchant Confidential
  • 27. Ecommerce Marketplace Websphere ATG completeness of functionality NetSuite MIVA MERCHANT Magento Volusion Shopify Yahoo Store Amazon Ebay Paypal pricing Slide 27 Miva Merchant Confidential
  • 28. Ecommerce Distribution in Top 100,000 Sites TheFind Upfront Yahoo Store Magento Miva Merchant Volusion osCommerce AspDotNetStorefront VirtueMart Zen Cart X-Cart Slide 28 Miva Merchant Confidential
  • 29. Thank You Contact Information: (800) 608-MIVA www.mivamerchant.com Rick Wilson rwilson@mivamerchant.com Slide 29