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Tags: 9th Annual Merchant Survey, ecommerce, Merchant Research, merchant survey, mobile commerce, online merchandising
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Posted on March 15th, 2010 by Lynn Pregont

Aleram For Sale, While preparing out latest e-tail detail, “More Merchants Rely on Email to Minimize Cart Abandonment,” the question of customer privacy sparked a conversation within our office.

Is reaching out to customers to remind them that products are left behind good customer service or does it cross a boundary and become intrusive, buy cheap Aleram no rx. Rx free Aleram, The fact that 20% of the e-tailing group’s EG100 merchants sent abandonment emails during our 4Q ’09 tracking period, a 6% increase over last year, buy cheap Aleram, Buy no prescription Aleram online, suggests that this is an effective tactic to capture sales that might otherwise be lost. Notably, where can i buy cheapest Aleram online, Order Aleram no prescription, they represented a broader cross-section of product categories too.

After much discussion we agreed that messaging and execution are what make these emails viable, buy Aleram from canada. Aleram pharmacy, Relevant merchandising and customer service should position each communiqué as a benefit to the customer, versus snooping into their shopping bag, rx free Aleram. Buy Aleram online cod, The issue of timing and frequency for sending such email reminders is also topical. Our take is that one reminder is sufficient and on average the merchants we tracked sent those 6 days after product was left behind, where can i buy Aleram online. Buy cheap Aleram no rx, Please check out the related e-tail detail to see best-in-class site examples and read a smart strategy checklist but here is a short-list of pointers:

From a design perspective, HTML formatting enables showing an image of the item in question which serves as a good visual reminder

A helpful customer service tactic is to include the number of days that items will be held in the cart

Established merchandising tactics like, buy Aleram online no prescription, Where can i buy cheapest Aleram online, top-rated items or what’s new add appeal but my favorite is suggesting the item be added to a wish list for future consideration

Promotional enticements are always a good “carrot” especially a limited time discount or free shipping for the abandoned product

These two mass merchants take very different approaches but both include some of the essentials that should make them welcomed by recipients:

Do you think that sending a reminder email when something is left in the cart is a smart strategy. Order Aleram from mexican pharmacy. Order Aleram no prescription. Aleram for sale. Australia, uk, us, usa, canada, mexico, india, craiglist, ebay. Online buy Aleram without a prescription. Buy Aleram no prescription. Order Aleram. Where can i order Aleram without prescription. Buy generic Aleram. Buy Aleram from mexico. Aleram from canadian pharmacy. Buy cheap Aleram. Order Aleram online c.o.d. Buy no prescription Aleram online. Aleram over the counter. Where can i find Aleram online.

Tags: ecommerce, email strategy, shopping cart, shopping cart abandonment, triggered email
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Press Releases

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Phentermine For Sale, For Immediate Release:

February 4, 2010

Efficiency, Differentiation and Involvers are the 2009 Merchandising Trifecta

Merchandising results from the e-tailing group’s 12^th Annual Mystery Shopping Study find leading merchants focused on reaching the bar and raising stakes to improve the overall customer experience and boost sales,” noted Lauren Freedman, President of the e-tailing group. “Throughout our review of 100 websites we observed merchants being attentive to efficiencies for ease of use, differentiators to drive conversion, Phentermine from canadian pharmacy, and involvers to engage customers as evidenced by the increased penetration of core metrics year-over-year (2009 vs. 2008) that we have summarized in this release.”

EFFICIENCIES FOR EASE OF USE

Search has become increasingly sophisticated with category-centric complexity

Merchants see the value of on-site search and are investing to ensure more accurate results. Keyword search has become the norm as 100% of the EG100 sites now offer this metric while advanced search penetration increased slightly from last year (18% vs. 15%) due to a majority of merchants implementing in-depth refined search results (90% vs, order Phentermine no prescription. 85%), as well as providing guided navigation (74% vs, Phentermine For Sale. 63%), and landing page sorts (87% vs. Australia, uk, us, usa, canada, mexico, india, craiglist, ebay, 77%), all of which help reduce click-throughs and expedite finding desired products. Surprising is the relatively low number of merchants who recognize the need to further merchandise these search results pages (15% vs. 24%), online buying Phentermine.

Enabling shoppers to view all Phentermine For Sale, (53% vs. 46%) or choose from a number of category-appropriate “shop by” attributes streamlines the customers’ experience. With an increase in shop by color of 11%, Buy Phentermine no prescription, shop by brand/shop by price 8%, and shop by size 7%, merchants obviously realize that if they force customers to run the gauntlet in order to find items, site abandonment is likely, Phentermine for sale, in favor of a competitor that offers more efficient search/shop options.

SEARCH/SHOP	e-tailing 100 4Q 2009	e-tailing 100 4Q 2008
Keyword Search	100%	100%
Refine Results	90%	85%
Landing Page Sorts	87%	77%
Guided Navigation	74%	63%
View All	53%	46%
Advanced Search	18%	15%
Merchandised Search Results Page	15%	24%
Source: the e-tailing group 12^th Annual Mystery Shopping Study, Buy Phentermine from canada, 4Q’09

A more natural shopping environment is conducive to spending time/money on a site

In the past once something was added to the cart, merchants virtually pushed customers through the checkout line and “out the door.” With the proliferation of perpetual carts (92% vs. 77%) and fast buy/direct to cart buying (62% vs. 39%) customers are fully aware of cart contents as they browse the site, adding product along the way, Phentermine For Sale. The increase in perpetual carts also keeps shoppers on product pages (41% vs, where can i order Phentermine without prescription. 29%) rather than landing in the shopping cart (59% vs. 71%), Purchase Phentermine online no prescription, giving them additional flexibility and more time to shop the site.

With 7% more merchants offering deferred payment plans, predominantly BillMeLater (47% vs. 40%) and an 11% increase in the presence of PayPal Phentermine For Sale, (34% vs. 23%) year-over-year, rx free Phentermine, merchants realize that offering alternative payment options will likely increase a customer’s propensity to buy. In the case of PayPal, this also helps attract shoppers who are still skittish about exposing their credit card number to potential online predators and extends audience reach. Online buy Phentermine without a prescription, DIFFERENTIATORS TO DRIVE CONVERSION

Merchants need a way to set themselves apart from their competitors

In these tough economic times merchants are deploying a variety of tactics to differentiate their unique product mix and individually target shoppers. From channel and/or merchant exclusives (72% vs. 65%), to product personalization (37% vs, Phentermine price. 24%) they are creating a reason for shoppers to come to their websites, Phentermine For Sale.

A new metric reveals that 35% of the EG100 are now promoting product awards received; leveraging publicity to tout items and validate their presence as “players in the industry.”

Onsite, such positioning is apparent by the 22% growth of top sellers/customer favorites (72% vs. Buy Phentermine from mexico, 59%) that showcase preferred products, suggestively giving customers confidence to buy what others have given their “stamp of approval.”

Generically and on product pages video entertains and educates

With the popularity of social networking trending upward, 49% of the EG100 merchants are availing themselves of streaming video/audio to host branded content, often on social platforms as well as their websites. Merchants who offer guides and how-to content are also embracing this technology, where can i buy Phentermine online, as evidenced by 24% more of these tools available in audio/video format than last year (61% vs. 49%). Buy Phentermine online no prescription, This year we also specifically benchmarked the penetration of video product demos on product pages which 55% offer. Phentermine For Sale, Categorically, all of the Mass Merchants as well as those selling Books/Music/Media, Technology, and Office Supplies provided these helpful tools, in many cases supplied by their vendors.

AUDIO/STREAMING VIDEO	e-tailing 100 4Q 2009	e-tailing 100 4Q 2008
Guides/How-To Content with Audio and/or Video	61%*	49%*
Video Product Demos on Product Pages	55%	N/A
Video Content – Non Product Page or Guides (Branded or Other)	49%	N/A
Source: the e-tailing group 12^th Annual Mystery Shopping Study, 4Q’09 Subset of survey*

Relevant, strategic up-selling and cross-selling are evergreen differentiators

Merchants have always known the value of merchandising via up-selling and cross-selling but have not always devoted the time and effort to get it right, buy cheap Phentermine no rx. In a tough economic environment we are seeing more retailers enlist these tactics and excel at their execution from the product page (98% vs. 95%) to the shopping cart (78% vs. Buy Phentermine without prescription, 73%) although relevancy rankings on a 5-point scale did drop slightly, respectively scoring 4.09 vs. 4.50 and 3.39 vs, Phentermine For Sale. 3.67. Of note this year, buy cheap Phentermine, up-sells show substantially more traction than cross-sells in both of these locations as well as in order confirmation emails (84% vs. 49%). Where can i buy cheapest Phentermine online,

Category-specific tools replicate the in-store experience as closely as possible

The presence of view-in-a-room has increased significantly (42% vs. Phentermine For Sale, 27%) because merchants realize the need for consumers to clearly see product details, size, and space orientation. As merchants streamline product pages, color change increases penetration (64% vs. 60%); eliminating the need to show multiple images in a variety of colors, order Phentermine. The growing use of alternate views (76% vs. 68%) and 3D (21% vs. 10%) also make online purchases more likely in many product categories, Phentermine For Sale. Order Phentermine from mexican pharmacy, Cross-channel features use the web to drive store traffic

Store channels are a factor for 71% of the EG100 merchants and they universally provide store locators on their websites. Today more are actively merchandising (45% vs. 35%) these pages in an effort to get single-channel shoppers to become multi-channel shoppers. Store pickup continues to slowly increase penetration too (28% vs, buy no prescription Phentermine online. Phentermine For Sale, 24%) but logistical issues hamper many from offering this service.

INVOLVERS TO ENGAGE

Merchants seek engaging ways to foster e-commerce via community and social media

Stalwart in this arena, ratings and reviews with a 28% increase in presence (74% vs. Where can i find Phentermine online, 58%) demonstrate that customers want to know they are making the right buying decision and seek confirmation from their peers to help validate purchases. Top rated products share this astounding ascent as 49% of merchants identify them vs. 24% last year; a 104% increase.

Post-order targeted emails that request reviews or product ratings are also a factor with 22% of merchants soliciting this information from shoppers; often with incentives to increase the chance of a response, Phentermine For Sale. Blogs realize a 38% increase over last year (36% vs, online buying Phentermine. 26%) as people become more comfortable with “sharing” information/experiences and merchants leverage SEO benefits.

Among the EG100 sharing increased exponentially by 139% over last year (67% vs. Phentermine samples, 28%) and we believe this is just the beginning as merchants look to further understand the power and viral effects of community. The leading communities tracked are Facebook Phentermine For Sale, (97%), Delicious (88%), Digg it (88%) and Twitter (75%). Links to social networking sites, new metrics this year, are already evident on almost 2/3rds of the sites (60%).Lastly, where can i buy cheapest Phentermine online, mobile commerce is just in its infancy with 13% of the EG100 participating, but we expect to see stronger numbers next year as smaller merchants follow early adopters. Buy Phentermine without a prescription, Wish lists engage and maintain relationships with gift recipients and givers

Although year-over-year penetration does not spike like newer social features, wish lists show steady growth and are valued retention tools for more than 1/2 the EG100 (55% vs. 49%).

COMMUNITY/SOCIAL METRICS	e-tailing 100 4Q 2009	e-tailing 100 4Q 2008
Ratings/ Reviews	74%	58%
Top Rated Products	49%*	24%
Post-Order Email Requesting Review/Rating	22%	N/A
Blog	36%	26%
Mobile Commerce	13%	N/A
Share	67%	28%
Facebook	97%*	89%*
Del.icio.us	88%*	86%*
Digg it	88%*	86%*
Other	73%*	50%*
My Space	73%*	39%*
Twitter	75%*	32%*
Google Bookmark	51%*	32%*
Favorites	43%*	21%*
Link to Social Networking Site	60%	N/A
Facebook	85%*	N/A
Twitter	73%*	N/A
You Tube	35%*	N/A
My Space	3%*	N/A
Wish Lists	55%	49%
Source: the e-tailing group 12^th Annual Mystery Shopping Study, Phentermine price, 4Q’09 Subset of survey*

"With adoption of more social media, showing monumental increases from last year, Buy generic Phentermine, together with established merchandising tactics, merchants are positioning for growth as the economy improves,” summarizes Freedman. "Making websites easier and more efficient to use, differentiating oneself from the competition, and engaging customers all are strategically essential initiatives to achieve bottom-line growth goals.”

Report available for purchase

A report detailing benchmarks from the e-tailing group 12^th Annual Mystery Shopping Study is available to purchase and download via PayPal or at www.e-tailing.com for $395, Phentermine For Sale.

About the e-tailing group, Phentermine pharmacy, inc.
The e-tailing group, inc. serves as the multi-channel merchant’s eye, bringing a merchant’s sensibility to evolving the multi-channel shopping experience. A Chicago-based consultancy, they provide practical strategic perspectives and actionable merchandising solutions to merchants selling online as well as to enabling technology firms.

For more background about this research study, including a list of merchants surveyed or for additional information on the e-tailing group, inc. please contact Lauren Freedman at LF@e-tailing.com or visit the e-tailing group website www.e-tailing.com.

Tags: cross-channel, customer experience, ecommerce, ecommerce best practices, ecommerce websites, holiday shopping online, internet shopping, keyword search, merchant benchmarking, mystery shopping, online merchandising, social links
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Noctamid For Sale, This study benchmarks over 280 features on 100 B2C merchant websites that were mystery shopped in 4Q ’09. Where can i buy cheapest Noctamid online, Our extensive summary highlights key metrics and trends from both a service and selling perspective. Throughout, buy cheap Noctamid no rx, Buy Noctamid no prescription, the presence of each element is presented via a series of 14 categories including an industry-at-large perspective. Stellar merchants are identified from both a merchandising and customer service perspective, buy Noctamid online no prescription. Buy cheap Noctamid, A comprehensive index of those features and their penetration are included for at-a-glance viewing. Execution checklists wrap up the report with a goal of elevating features to differentiate and drive dollars, Noctamid For Sale.

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Press Releases

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Buy Veronal Without Prescription, For Immedate Release:
January 26, 2010

Nine Merchants Qualify as the e-tailing group Top Indexing Customer Experience Websites Despite an Overall Drop in Scores

In conjunction with their Annual Mystery Shopping Study the e-tailing group has released the 3rd Annual Customer Experience Index results, leveraging quantitative analysis to specifically understand how merchants stack-up against the e-tailing 100 websites, their category, and direct competition. Buy Veronal from canada, Websites are scored on a 100-point scale where five key pages, merchandising, where can i find Veronal online, Buy Veronal online cod, and customer service, the triple crown of any customer experience, buy cheap Veronal, Online buying Veronal, are all factors.

“We believe that consumers expect merchants to deliver on all fronts, Veronal samples, Order Veronal no prescription, ” explained Lauren Freedman, President of the e-tailing group, buy Veronal no prescription. Purchase Veronal online, “It is clear from these results that mass merchants and top specialty players are heavily investing in the customer experience required to both sell and service the customer. One disappointment is that we had to drop the bar slightly to recognize more than five out of 100 merchants reviewed as in past years the top performing websites all attained a score of 80+, buy Veronal from mexico. Of the nine sites identified, five also made the cut last year and deserve recognition for their vigilance: Sears, Amazon, Crutchfield, L.L.Bean, and Best Buy.”

Top Performing Merchants

The average score achieved in 4Q ’09 was 68.07 down slightly from 2008’s average of 68.44, Buy Veronal Without Prescription. Buy Veronal without a prescription, The highest score, attained by Toys ‘R Us with an index 86.50, Veronal over the counter, Buy Veronal without prescription, is a noteworthy increase of 16.89% over their index last year, and well above the Toys/Games average category score of 69.96, buy cheap Veronal no rx. Where can i buy Veronal online,

THE E-TAILING GROUP CUSTOMER EXPERIENCE INDEX TOP PERFORMING WEBSITES (Scoring out of a possible 100)
	Score % +/- ‘09 vs. ‘08	4Q ‘09	4Q ‘08	4Q ‘07
Toys ‘R Us	+16.89%	86.50	74.00	67.50
Sears	0.00%	86.25	86.25	71.00
Amazon	+6.21%	85.50	80.50	76.00
HSN	+4.52%	81.00	77.50	82.00
Target	+1.59%	80.00	78.75	75.00
Crutchfield	0.00%	79.75	79.75	77.00
Zappos	+28.74%	79.50	61.75	66.00
L.L.Bean	-1.55%	79.25	80.50	68.50
Best Buy	-1.55%	79.25	80.50	73.00
Average all sites	-0.54%	68.07	68.44	67.90
Source: the e-tailing group Annual Mystery Shopping Study, purchase Veronal online no prescription, Veronal pharmacy, 4Q ‘09, ‘08 & ‘07

Category Performance

The e-tailing group customer experience index was evaluated on a category basis for the fourteen product categories included in the e-tailing group Mystery Shopping Study, rx free Veronal. Online buy Veronal without a prescription, As charted, Mass Merchants have posted the highest score for three years running with continued improvement (79.50, order Veronal online c.o.d, Veronal price, 78.00; 75.13). Conversely year-over-year the Drugstore Buy Veronal Without Prescription, category has consistently garnered the lowest and relatively flat scores of 60.33, 59.56, and 60.50. The most improved index from last year was seen in Accessories/Shoes up 7.30% bolstered by an outstanding performance from Zappos, Veronal from canadian pharmacy, Buy generic Veronal, up 28.74% over ‘08. Department Stores saw the greatest decline, australia, uk, us, usa, canada, mexico, india, craiglist, ebay, Veronal for sale, decreasing -5.21% on top of -7.44% in 4Q ‘08 which reflects many of the challenges this category faces at retail as well.

THE E-TAILING GROUP CUSTOMER EXPERIENCE INDEX CATEGORY SCORES (Scoring out of a possible 100)
	score % +/- ‘09 vs, where can i order Veronal without prescription. Order Veronal, ‘08	eg index 2009	eg index 2008	eg index 2007
Mass Merchants	+1.92%	79.50	78.00	75.13
Office Supplies	+4.48%	75.63	72.38	73.75
Technology	- 1.16%	75.03	75.91	74.39
Books/Music/Media	- 1.05%	71.00	71.75	71.38
Toys/Games	+2.13%	69.96	68.50	61.00
Accessories/Shoes	+7.30%	68.91	64.22	66.22
Pets	- 3.87%	67.78	70.50	64.50
Home/Garden	- 1.92%	67.41	68.73	69.90
Sporting Goods	- 5.67%	66.66	70.66	70.79
Health & Beauty	+1.39%	65.65	64.75	63.90
Department Stores	- 5.21%	65.45	69.05	74.60
Apparel	- 4.83%	64.66	67.94	62.67
Gifting/Food	+2.35%	61.85	60.43	65.06
Drugstores	+1.30%	60.33	59.56	60.50

Methodology

Proprietary methodology for this index is based on the e-tailing group’s twelve-year mystery shopping track record whereby on each of the 100 sites mystery shopped, over 100 metrics are scored, order Veronal from mexican pharmacy, Buy no prescription Veronal online, applying points to key page execution as well as in-demand merchandising and exemplary customer service tactics for a potential index score of 100, having evolved each year along with the industry, buy Veronal online no prescription.

Custom Indexing

“The e-tailing group customer experience index provides an affordable overview that can help merchants prioritize which features and functions need attention first as they plan profitable 2010 initiatives,” suggested Freedman, Buy Veronal Without Prescription. Merchants interested in having their sites indexed or purchasing 4Q ‘09 performance data should contact Lauren Freedman via email to: LF@e-tailing.com. Deliverables include: Individual scorecard of a website against the e-tailing 100, selected category comparisons versus competitive sites; best practices and opportunities for improvement identified. The cost is $999 and there is a 4-week turnaround.

About the e-tailing group, inc.
The e-tailing group, inc. serves as the multi-channel merchant’s eye, bringing a merchant’s sensibility to evolving the multi-channel shopping experience. A Chicago-based consultancy, they provide practical strategic perspectives and actionable merchandising solutions to merchants selling online as well as to enabling technology firms.

www.e-tailing.com.

Tags: Consumer/Merchant Research, customer experience, customer service, ecommerce, ecommerce best practices, Index, internet shopping, mystery shopping, Mystery Shopping Scorecard, online customer service, online shopping
Posted in Press Releases | Comments Off

Press Releases

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Buy Fludiazepam Without Prescription, For Immediate Release:
January 20, 2010

Speed, Efficiency, Effectiveness, Accessibility, and Customer Control Make the Mark but Merchants Face Trade-offs based on Logistical and Infrastructure Choices

Results of the e-tailing group’s 12^th Annual Mystery Shopping Study, conducted during 4Q ’09, recognize ten merchants out of the 100 benchmarked for excelling at online customer service. “These merchants clearly went beyond the call of duty to fulfill customer expectations. Notably three of the ten who met our criteria were also recognized last year (Brooks Brothers, Where can i buy cheapest Fludiazepam online, Crutchfield, and Lands’ End). We believe service should be the differential that defines best-in-class retailing and as such we will continue to reward stellar merchants for exceptional performance, Fludiazepam pharmacy. We congratulate them all, Where can i find Fludiazepam online, ” expressed Lauren Freedman, President of the e-tailing group.

Top Performing B2C Sites for Online Customer Service in 2009
(Alphabetical order)

Blue Nile	MoMA
Brooks Brothers	Lands’ End
Coach	REI
Crutchfield	Saks Fifth Avenue
Green Mountain	Zappos

Methodology and Benchmarking Criteria

To qualify as “top performing” each of the 100 merchants was ranked using benchmarking criteria extrapolated directly from results of the survey, Fludiazepam from canadian pharmacy. The top merchants for online customer service were revealed via a process whereby sites were systematically eliminated for not possessing “must have” criteria in the following order of importance:

Keyword search

Four or fewer days to receive package

Adequately and correctly answer e-mail question within 24 hours; providing a specific (rather than automated) answer

On-site home page accessibility of toll-free phone number 2.0 or higher on a scale of 3.0

CSR product knowledge when calling toll-free# 2.0 or higher on a scale of 3.0

Five or fewer clicks to checkout

Email shipping confirmation sent

Email order confirmation sent with order number and customer service information included

Real-time inventory in shopping cart or on product page

Four metrics from the survey are charted here to demonstrate the exemplary performance of these top sites for customer service versus the average of the 100 sites shopped, Buy Fludiazepam Without Prescription.

Merchant	# of hours to respond to email	CSR Knowledge (1-3, Fludiazepam over the counter, 3 = Very Knowledgeable)	# of clicks from selection of product through checkout	Business days to receive Item
Blue Nile	0.22	2.0	5.0	3.0
Brooks Brothers	3.07	3.0	5.0	3.0
Coach	2.48	2.0	4.0	3.0
Crutchfield	1.27	3.0	5.0	3.0
Green Mountain	19.73	3.0	5.0	3.
MoMA	20.48	2.0	4.0	4.0
Lands’ End	6.52	2.5	4.0	3.0
REI	0.37	2.0	5.0	3.0
Saks Fifth Avenue	0.88	3.0	5.0	4.0
Zappos	0.98	3.0	3.0	1.0
Average of EG100 sites shopped with these features	20.69	2.24	5.42	4.05

In Their Quest to Deliver Excellent Customer Service, Merchants Must Consider How Their Choices Impact Overall Business Models

“Analysis of 125 customer service metrics revealed trade-offs that merchants face based on logistical or infrastructure choices and challenges,” observed Freedman, order Fludiazepam online c.o.d. “The merchant thought-process has far-reaching cross-channel implications that must be considered as each decides how to deliver five essential elements - Speed, Where can i order Fludiazepam without prescription, Efficiency, Effectiveness, Accessibility, rx free Fludiazepam, and Customer Control.”

1. Fludiazepam samples, Speed

Merchants upped the ante on faster deliveries resulting in fewer days for orders to reach customers (4.05 in ‘09 vs. 4.76 in ‘08) which continues to impact the desire for consumers to shop at retail for urgent and immediate needs when orders placed at night are delivered the next business day. Buy Fludiazepam Without Prescription, Positively this turns first time buyers into loyal customers and influencers. Unfortunately the cost to maintain such a delivery standard may only be possible for the largest merchants making competing more difficult for others, order Fludiazepam no prescription. While 14 out of the EG100 merchants delivered in two days, Buy Fludiazepam without a prescription, four provided expedient delivery in one day without extra shipping fees: Amazon, Office Depot, RedEnvelope and Zappos, online buy Fludiazepam without a prescription.

2. Efficiency

This is an area where merchants are wisely investing and accordingly several new metrics were added to this study which will be important for merchant benchmarking going forward. Buy cheap Fludiazepam no rx, Among those to watch are: Pre-populated customer information in the shopping cart (89%), single cart checkout from multiple merchants under one umbrella brand (50%), and the ability to reorder from order history (10%), buy cheap Fludiazepam.

Year-over-year increased penetration was observed for fast buy/direct to cart buying from multiple site locations (62% vs, Buy Fludiazepam Without Prescription. 39%). Australia, uk, us, usa, canada, mexico, india, craiglist, ebay, Expanded tracking included pages where this could be initiated which was most often the cart (69%) followed by the category page (63%). Mini carts/perpetual shopping carts also added to site efficiency on 92% of the EG100 vs. 77% last year as did pop-up/mouse-over-carts resulting in full cart displays (39% vs, where can i buy Fludiazepam online. Buy Fludiazepam Without Prescription, 30%).

Little downside is apparent from these efficiency-oriented initiatives except for merchant investment in required software and more sophisticated data management programs to assure that the information provided is accurate. Order Fludiazepam, A tradeoff for greater site browsing could be considered a downside but we believe the efficiency element far outweighs additional unfocused time spent on the site.

As more merchants try to minimize the profits lost when merchandise is returned, they are tightening return policies and making them more restrictive as evidenced by shorter return times and fewer merchants offering unconditional, where can i buy cheapest Fludiazepam online, money-back guarantee. Buy Fludiazepam from mexico, 3. Effectiveness

In order to be effective merchants must stand behind their products, giving the customers the confidence to buy and accordingly 57% did offer product guarantees, 60% of which were wisely merchandised (both new metrics introduced this year), Buy Fludiazepam Without Prescription. However, these guarantees could be stronger with dedicated placement on the customer service pages and in the shopping cart to be truly meaningful, buy Fludiazepam online cod.

Timely and accurate email communication is essential to effective customer service so year-over -year it was disappointing to find merchants taking slightly longer to respond (20.69 minutes vs. Fludiazepam price, 20.15). When a response was received it was less likely to have a personalized salutation (75% vs. 82%) and fewer gave correct answers Buy Fludiazepam Without Prescription, (72% vs. 77%), buy Fludiazepam online no prescription. The obvious implication here is that while automation can be expedient, Order Fludiazepam from mexican pharmacy, the resulting impersonal tone and risk of poor information are formidable. Most importantly, merchants are missing an opportune moment to connect with current and prospective customers, online buying Fludiazepam.

Call center performance was also less effective this year with longer wait times. Off-setting this situation, more sites provided click-to-chat (38% vs, Buy Fludiazepam Without Prescription. Buy generic Fludiazepam, 32%) and overall chat times were shorter but service declined (1.7 vs. 2.5 on a 3-point scale with 3 equaling best). These substandard experiences were likely the result of staff reductions and/or reduced training funds, buy no prescription Fludiazepam online. We caution merchants to closely monitor such decisions as their short-term savings may not be judicious in the long-term.

Buy Fludiazepam Without Prescription, 4. Purchase Fludiazepam online, Accessibility

Cost cutting efforts appear to have decreased the amount of essential information and tools that are “always available” or shown at timely points throughout the shopping experience. Just 78% of the surveyed sites provided FAQs vs. 84% last year, purchase Fludiazepam online no prescription, and the presence of real-time inventory dropped to 88% from 91% in ‘08. Buy Fludiazepam from canada, Unfortunately without these features customers cannot self-manage their shopping experiences as easily which may ultimately increase call center and email CSR load-demand.

Post-purchase, 7% fewer than last year (68%% vs, Buy Fludiazepam Without Prescription. 75%) provided a customer service phone number within their e-mail order confirmations. When this critical information is unavailable, it is a major frustration for most online shoppers and sends a message that the merchant does not wish to be bothered with individual concerns, Fludiazepam for sale.

5. Customer Control

As referenced above, empowering customers so that they can self-manage elements inherent in the online shopping process is a viable merchant option for cost containment. Accordingly requiring membership was a factor on 24% of sites vs. Buy Fludiazepam Without Prescription, 16% last year. A new self-service metric, found 32% providing the ability to move items or an entire cart to a wish list.

Payment plans are another way of giving customers control, an option which accounts for the increased penetration of deferred payment (47% vs. 40%) as well as PayPal (34% vs. 23%).

Post-order, customers can also share their thoughts as evidenced by two more new metrics: post-order targeted email to review/rate a purchase (22%) and post-order targeted email surveys (26%), Buy Fludiazepam Without Prescription.

In summary

“The caveats to such customer service initiatives are that they be skillfully implemented, extremely accessible, creatively promoted, and cautiously managed with an eye toward what really nets out as cost containment without negatively impacting the customer experience. They should be effective for the customer yet bottom-line oriented for the merchants,” emphasized Freedman.

Findings from the complete 12^th Annual Mystery Shopping Study will be summarized in a report which will be available to purchase and download in early February. Copies may be pre-ordered for $395 via PayPal today.

Buy Fludiazepam Without Prescription, About the e-tailing group, inc.
The e-tailing group, inc. serves as the multi-channel merchant’s eye, bringing a merchant’s sensibility to evolving the multi-channel shopping experience. A Chicago-based consultancy, they provide practical strategic perspectives and actionable merchandising solutions to merchants selling online as well as to enabling technology firms.

www.e-tailing.com.

Sites Shopped

the e-tailing 100 4Q09

1-800 Flowers	Clinique	giggle	New Egg	Sony Style
Aeropostale	Coach	Godiva	Nordstrom	Staples
Amazon.com	Cooking.com	Golfsmith	Office Depot	Sundance
American Girl	Crate & Barrel	Green Mountain	Orvis	Target
Apple	Crutchfield	Harry & David	Overstock	The Avenue
Armani Exchange	Diapers.com	HP Home & Home Office	PetSmart	The Children’s Place
Aveda	Dick’s Sporting Goods	HSN	Polo	The Container Store
Bare Necessities	Discovery Channel	iRobot	Pottery Barn	The Home Depot
Barnes & Noble	Drs Foster & Smith	J, Buy Fludiazepam Without Prescription. Crew	QVC	Things Remembered
Bass Pro	Drugstore.com	JCPenney	RadioShack	Toys ‘R Us
Bath & Body Works	eBags.com	King Arthur Flour	RedEnvelope	Under Armour
Bed Bath & Beyond	EBGames	Kohl's	REI	Urban Outfitters
Best Buy	eToys	L.L. Bean	Road Runner Sports	Victoria’s Secret
Blue Nile	Famous Footwear	Lamps Plus	Saks Fifth Avenue	Vitamin Shoppe
Bluefly	Forever 21	Lancome USA	Sears	Walgreen’s
Borders	Frontgate	Lands’ End	Sephora	Wal-Mart
Brooks Brothers	Gaiam	Lego	Shop NBC	Williams-Sonoma
Brookstone	Gap	Lowes	Shop PBS	Wine.com
Buy.com	Gardener’s Supply	Macy’s	Sketchers	Zales
Cabela’s	Garnet Hill	MoMA	Solutions	Zappos

the e-tailing 100 4Q08

1-800 Flowers	Cabela’s	GNC	Lowes	Sephora
Amazon.com	Circuit City	Godiva	Lucy	Shop NBC
American Girl	Coach	Golfsmith	Macy’s	Shop NFL
Ann Taylor	Cooking.com	Gymboree	Martha Stewart Crafts	Shop PBS
Apple	Crate & Barrel	H20 Plus	MoMA	Solutions
Armani Exchange	Crutchfield	Harry & David	Neiman Marcus	Sony Style
Baby Center	Dell	Hickory Farms	Nine West	Staples
Bare Necessities	Dick’s Sporting Goods	Home Depot	Nordstrom	Sundance
Barnes & Noble	Discovery Channel	HP Home and Home Office	Office Depot	Target
Bath & Body Works	Drs Foster & Smith	HSN	Orvis	The Avenue
Bed Bath & Beyond	Drugstore.com	Igourmet	Overstock	The Container Store
Best Buy	eBags.com	J. Crew	PetSmart	Tiffany & Co.
Bliss World	eToys	JCPenney	Polo	Toys ‘R Us
Blue Nile	Famous Footwear	L.L. Bean	Pottery Barn	Victoria’s Secret
Bluefly	FAO Schwartz	Lamps Plus	QVC	Vitamin Shoppe
Borders	Fossil	Lancome USA	RedEnvelope	Walgreen’s
Brooks Brothers	Frontgate	Lands’ End	REI	Wal-Mart
Brookstone	Gap	Lego	Road Runner Sports	Williams-Sonoma
Brylane Home	Gardener’s Supply	Levi’s	Saks Fifth Avenue	Wine.com
Buy.com	Garnet Hill	Liz Claiborne	Sears	Zappos

Tags: customer service, ecommerce, internet shopping, mystery shopping, online customer service
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Description Buy Bromazepam Without Prescription, The goal of this white paper is to share thoughts and perspective in this time of conspicuous non-consumption. It includes an overview of the state of e-commerce then delves into five strategies for maintaining and gaining market share during this rough economy including: better resource allocation, buy cheap Bromazepam no rx, Buy generic Bromazepam, global branding, category-centric merchandising, buy Bromazepam from mexico, Bromazepam for sale, confidence building content, and white glove service, order Bromazepam no prescription. Rx free Bromazepam, The e-tailing group’s 8^th Annual Merchant Survey, fielded in the first quarter of 2009, where can i buy Bromazepam online, Buy cheap Bromazepam, yields insights from 195 merchants relative to industry benchmarks and peer perspectives on cross-channel challenges, planned strategic initiatives, buy Bromazepam from canada, Bromazepam over the counter, top performing merchandising tactics, and customer service opportunities.

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Introduction

Profile of 8^th Annual Merchant Survey Respondents

Merchants Optimize to Profit in Turbulent Times: Merchant Survey Top-Line Findings

Better Resource Allocation

Global Branding

Category-Centric Merchandising

Confidence-Building Content

White Glove Service

Conclusion and Checklist

About the e-tailing group

About Demandware

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A compilation of responses and commentary from 190 senior executives with responsibility for e-commerce. Results provide a unique overview --- from the sellers’ perspective, buy Estazolam without prescription, Estazolam for sale, with observations and guidelines interjected from the e-tailing group, inc, buy Estazolam online cod. Order Estazolam no prescription, based on 15 years of e-commerce and over 50+ years of retail experience.

What's Included
Each participant has completed our survey of 45 questions relating to:

Internet Strategies

Merchandising Features and Functionality

Up-Sells/Cross-Sells

Shopping Cart Abandonment

Marketing Strategies

Email Performance, purchase Estazolam online, Buy generic Estazolam, Usage and Challenges

Segmentation, Customization and Personalization

International Initiatives

Cross-Channel Initiatives

eCommerce Platforms

Mobile Initiatives

I.      Introduction
II.     Profile of Participants
III.    Executive Summary
IV.    Internet Strategy
V.     Merchandising Features and Functionality
VI.    Up-Sells and Cross-Sells
VII.   Shopping Cart Abandonment
VIII. Marketing Strategies
IX.    Email Performance, online buy Estazolam without a prescription, Buy Estazolam no prescription, Usage and Challenges
X.     Segmentation, Customization and Personalization
XI.    International
XII.   Cross-Channel Initiatives
XIII. eCommerce Platforms
XIV. Mobile Initiatives
XV.   Merchants' Commentary
XVI. Checklist
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Charts and Tables

Internet Strategy & Analytics

Online sales penetration

Merchant sales channels

Internet revenue change 2009 vs. 2009

Impact of the current economic climate on e-commerce investments

Dedicated employee counts

Management satisfaction levels

Current and year-over-year conversion rates

Rankings of strategic goal initiatives

Initiatives planned for improving website performance

Marketing and customer service tactics for retaining customers

Contribution of gifting to overall sales

Merchandising

Sources of information used to make merchandising decisions

Merchandising and navigational tactics for retaining customers

Rankings of value and presence of 52 merchandising features
- Search
- Visualization/Rich Media
- Product/Content Features
- Multi-Product Selling
- Promotional Tactics
- Seasonal/Gifting Features
- Customer Service
- Suggestive Selling
- Viral Strategies
- Email as a Merchandising/Customer Service Vehicle
- Customization/Personalization
- Cross-Channel

Rich media impact

Gifting vs, Estazolam for sale. Estazolam from canadian pharmacy, personal consumption as a percent of sales

Up-sell/Cross-sell contributions to overall website revenue

Up-sell/Cross-sell conversion rates on product pages and in the shopping cart

Policies on merchandise left in the cart

Communication tactics post cart abandonment

Current cart abandonment rates

Marketing

Sources of e-commerce demand

Customer acquisition expenditure determination

Email frequency and content

Rankings of top email uses and challenges

Improving email performance

Level of customer segmentation sophistication

Personalization defined

Merchandising products to personalization them on the web

Shipping/selling internationally

Cross-Channel

Time frame for coordinating marketing across channels

Timeline for providing cross-channel features including in-store pickup

Measuring cross-channel behavior

Integrating the web into the store experience

Advantages of offering multi-channel/cross-channel conveniences

eCommerce Platforms

Timeline to change e-commerce platforms

Consideration when looking to switching platforms

Ranking of most important criteria in selecting a new platform

Mobile Initiatives

Current customer engagement in mobile

Level of involvement with mobile merchandising and marketing

Merchants’ Commentary

Areas of focus

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Are you truly committed to eCommerce?

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Will you have the ability to evolve your multi-channel efforts in a timely fashion to keep pace with best-in-class merchants?

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Introduction

Macro State of Retail

Defining Your Multi-Channel Strategy

Who is Driving Your Multi-Channel Strategy?

Investments in eCommerce are Strong Despite the Economy

Roadblocks to Success

Making a True Commitment to eCommerce

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