Archive for the ‘Merchandising’ Category

Product Photography: How To Achieve The Ghost Mannequin Effect

Thursday, July 10th, 2008

A conversation emerged out of the comments on last week’s post Can Product Images Improve Conversion? Showing Products in Context about how to achieve a “ghost” mannequin effect like these examples, where the body is filled out, you can see through the V-line but the mannequin is invisible.

invisible mannequin

As the post explained, showing products “in context” can be more persuasive than flat images - models and mannequins give customers an idea of how a garment fits a real person. I recently researched how to achieve the invisible mannequin look and found answers like:

Make a mannequin out of a very open wire mesh, and then edit the mesh out in post. You could even paint the mesh with green or something like that and chroma-key it out.

Make a mannequin out of a thin, cheap material (perhaps even wire mesh again) and put the garment on it, and position the camera. Then, start cutting away the mannequin in all the places where it’s visible to the camera, even with the shirt over it. You’d end up cutting off it’s left arm, part of it’s left ’shoulder blade’ and some stuff around the neck.

-djlemma, from Flickr discussion

and

Looking at a few of the examples I reckon the mannequin is being chopped out. Looking at some of the tops you can see no back to the item even if there is a lower front if you see what I mean.

An ideal solution could be to get a mannequin and a background with a strong colour. Take the photo then in Photoshop make a clear layer below the image layer so you have a transparent background. On the photo layer click the Select main menu item and choose “Color range” and click the mannequin colour on the photo. It should select just this colour, use the sensitivity slider to get the best selection and the just cut it out. Do the same with the background. It is not the quickest but compared to hand tracing each item and mannequin area it would potentially save a lot of time.

-MickeyFinn, from Freelance UK Forums

I noticed a couple photographers left comments on our post, so I tossed out the question, what’s the best way to achieve the ghost mannequin look? Anna Yeaman, professional photographer who specializes in product photography for apparel and accessories shared the following:

Two years ago I tried plastic and wireframe mannequins to achieve the “ghost” effect but I was not happy with the results. Also this limits the types of mannequin you can use.

I sometimes combine two images in Photoshop if its just a small part of the label I’m after.

I never found a simple way to do this in-camera, I decided that there must be custom made mannequins out there but could never find them. I considered taking a saw to one of my own and cutting out the chest area!

I’m going to renew my efforts and contact some websites using this effect. I will let you know how it goes. Most of my clients are after the Bluefly.com look and don’t mind the mannequin.

One thing I do a lot is take a photo on a mannequin, in Photoshop I edit out parts of the mannequin that are showing (around the hem, arms ect). You end up with an item with shape and form without a mannequin showing, but you cannot see through to the back…We take multiple angle shots and close ups of every item instead.

I have a hook that I hang bags off, then I edit it out later in Photoshop. For earrings I use clear fishing wire (craft shop), the earrings hang perfectly and the wire is invisible. I also use a clear plastic board for studs (I drilled a small hole) and clip ons (clip onto the bottom).

In a follow-up comment:

I contacted a bunch of product photographers to find out how they achieved the “ghost” effect.

John Gibbens of, G2 Catalog Design sent me this reply,

“We either shoot two images and piece together or we use an inexpensive plastic mannequin supported from below (for shirt/jacket images) whose neck is cut down below the open neckline. We then keep a couple different lengths of removable arms to fill sleeves - long arms with hands cut off for long-sleeve items and shorter arms for short sleeve garments.”

So we can conclude that the invisible mannequin look, though very slick, takes a bit of pre and post production effort. Another alternative would be to shoot a flat image and mannequin shot, so customers can still see the product on a form and see through the V-line. Works for Net-A-Porter…

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Original post by Linda Bustos

Does Your Ecommerce Website Speak to Howsers?

Monday, July 7th, 2008

Say what?

Marketing Experiments has found the highest performing ecommerce sites address customer motivation, and most visitors are either “hunters” or “browsers”:

1. Hunters already know what they want. They want to find the product quickly and easily. Usable site search, navigation menus and filters are essential to convert hunters.
2. Browsers may be contemplating a purchase, or just “window shopping.” Your goal is to get them to click deeper to products with enticing offers like top rated, best sellers, sale items and new arrivals.

I’d like to add a third category: “howsers.” (Hunter-browsers, not underage doctors.) Howsers are customers that are ready to buy from a certain category but they’re not sure what they want/need from that category. This type of customer is the best of both worlds - closer to conversion (needs stuff ASAP) and more open to suggestive selling and cross-sells. Examples would be someone who’s looking for gifts for an 8 year old boy or redecorating a living room.

Let’s take the example of someone planning a family camping trip next month, but has little to no equipment — like a family of four that has waited 10 years until the youngest rug-rat was old enough to rough it for a week in the woods. (Think personas!)

Example: Sports & Outdoors Retailers and Doogie Howser

Let’s call this fictional family the Howsers, and assume daddy Doogie’s in charge of kitting out the clan for camping. A typical Doogie:

  • May have little or no knowledge of camping, or it’s been a while

  • Wants to create a memory
  • Doesn’t want to get “caught without” - wants to ensure he grabs everything necessary for survival and safety in the bush (and doesn’t want to get blamed for forgetting!)
  • Is willing to buy multiple products to ensure a) beautiful memories and b) survival without suffering
  • Appreciates product guides and suggestive selling
  • Is willing to invest in gear for next summer, and the summer after that…

Our second assumption is that Doogie begins his quest for gear on a sports and outdoors retailer’s home page. The first objective of the home page is to guide Mr. Howser to the virtual camping department and to assure him this is the right online shop to do business with today.

Do typical outdoor gear retailers do this effectively?

OutdoorGB.com

  • The only slightly relevant links to camping gear are in the cluttered top sellers menu on the left (highlighting mine).

  • There is a camping category, but it’s hidden behind the Outdoor menu. Have trouble spotting that tab? It’s second from the left.
  • You must click the Outdoor tab (if you predict camping gear is found behind the veil) to see subcategories, there’s no preview with a dropdown or AJAX flyout menu (example of that is coming up…)

Cabelas

  • Cabelas has a link, but it doesn’t stand out against other categories.

  • Count the competing calls to action: shop the sale of over 2,000 unspecified items, shop the bargain bin (probably winter stock), find a store location, get a Visa, buy a boat, get a gun, request a catalog, pick up in store, find an outdoor adventure…
  • The menu link and the search box are the only options to find camping products. Customers who look closely will get to their destination, but this is not optimal usability/design.

Altrec

  • Camping Equipment is a featured link, indicating Altrec believes a significant number of site visitors are interested in that category right now.

  • Behind the Gear button, camping subcategories can be found, though the menu is very long and even has its own scroll bar.
  • There is nothing in the body of the page that speaks to our case-persona, Doogie Howser.

Backcountry

  • Camp / Hike is placed at the top of the Gear menu on the left (we can assume this changes with the season).

  • For customers who tend to scan text, an image of a tent and a list of camping subcategories helps the visitor hone in on subcategories, and see that Backcountry carries a range of products. This helps reassure the customer of convenience of shopping from one store (save time, effort and perhaps shipping). Backcountry has placed this list above the fold.

REI

  • REI makes “Camping & Hiking” the first link in its horizontal navigation menu, and links from the left menu.

  • There are a couple references to camping in the body.
  • Below: Using a hover menu, you can see the full range of camping subcategories without clicking. It’s nicely organized into Gear, Electronics, Kitchen and Safety - REI likely has everything Doogie needs and he can find it easily.

Cotswold

  • Camping & Festivals appears first in left hand navigation, and there are links in body copy to camping products.

  • Featured Item and Offer of the Month are camping-related.

  • When you click on the Camping & Festivals link, you get a submenu with options that may appeal to our persona: Camping Starter Packs, 3 & 4 Person Tents and The Family Unit. You can tell Cotswold has thought through customer segments and purchase scenarios.

  • The starter packs are a great example of product bundling. Remove the paradox of choice and provide expert advice / service at the same time.
  • The “Family Unit” section includes products that are not necessarily camping gear but are relevant cross sells, like kites.

I didn’t see anything compelling on these home pages, but I did spot a good example on L.L. Bean’s camping category page. “Our Best Selection of Family Tents Ever” gives purpose to the image and a persuasive message to check out the tents.

I’m not arguing that outdoor gear sites have to cater to campers this month. Rather, if campers are an attractive and profitable segment at this time of year, most of these home pages leave opportunities on the table. Checking out a handful of competitors (wearing the “hat” of your persona) can give you ideas on how to adjust your site for maximum promotions - what to redesign or what to test.

Of course, if you can predict what people are looking for when customers land on your home page you can deliver more relevant offers. Sitebrand’s personalization suite allows you to serve up different home page and landing page messaging based on referral keywords from search engines.

How do you identify attractive customer segments / product categories?

1. Historical sales data, especially seasonal trends.

2. Google Trends keyword search data:

You can research different product categories like climbing gear, fishing gear, hiking gear and camping gear or even synonyms for keywords like camping equipment, camping gear, camping tents and camping supplies.

The beauty of Google Trends is you can further segment by geography:

You may discover that UK residents are 12 times more likely to use the term “equipment” than “gear.” Make sure your category labels and marketing messages use the most common terms for each market you serve. You may even apply this to your SEO, PPC and email subject lines.

3. Web analytics keyword and conversion data. (Don’t miss our upcoming webinar with Analytics legend Avinash Kaushik July 17th.)

Once you select your focus, you need to brainstorm purchase scenarios where a customer might buy a range of your products all at the same time (cha-ching), especially for seasonal product. Then make sure your home page speaks to this customer, and the rest of your site (categorization, navigation, merchandising, searchandising et cetera) supports the sales process. You may even want to do some usability testing as well.

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Original post by Linda Bustos

Asking Customers to Go Steady: Tips for Repeat Orders

Wednesday, June 18th, 2008

Jason Billingsley and I are always on the hunt for ecommerce trends and innovations. And one of the areas Jason will be covering in Thursday’s webinar Ecommerce Innovations: What’s Now and What’s Next is loyalty programs. (There’s still time to sign up!)

Subscription options for consumables is not necessarily a new concept, but certainly an underused tactic of online retailers.

It’s far more common to see e-tailers offering tiered pricing (discounts on quantity) to increase basket size. But customers don’t always want to order a case lot of something — who has room for a year’s worth of coffee in the cupboard? Others don’t have the cash-on-hand to pre-purchase items.

Subscriptions are a great way to:

  • Maximize lifetime customer revenue for the item

  • Save customer time, storage space and money
  • Build long term service relationship with customer
  • Potentially sell more/different items over time

How Online Retailers Are Using Product Subscriptions

I first noticed Amazon using subscriptions on select consumables a while ago. The program is called Subscribe & Save, and Amazon has a directory of items that qualify.

  • Offers 15% discount

  • Choose from 1, 2, 3 or 6 month delivery intervals
  • 2 calls-to-action (blue boxes) - hard for shoppers to miss
  • Customers are only charged when items leave warehouse
  • Email notifications are sent before reorder, customer can modify order if necessary
  • Customers can cancel anytime

I just don’t understand why every product on Amazon is a wedding or baby registry candidate…

Coastal Contacts, Drugstore.com and Walgreen’s allow customers to select their own delivery schedule.

Walgreen’s and Drugstore.com allow auto-refill on prescription drugs, but not on all the other product they carry that would also make for great subscriptions like baby formula, diapers, vitamins, razor blades, pet food, shampoo and so on.

Offering Incentives

Amazon gives 15% discount on all Subscribe & Save items. Nutrica offers a free box of vitamins — even if you cancel your subscription, just for giving it a shot. Doctors Foster and Smith offer the 10th shipment free in its Catered Pet program.

Communicating Value

HGH1000.com combines tiered pricing with subscription and provides a chart that shows the price savings on automatic re-orders vs. one-off shipments for each tier. Strikeout prices are effective, as are big, bold or red discount prices, “you save X% or ” etc.

Purity Products uses % savings and “Best Value!” messaging:

You can choose your delivery interval from the cart, and you find a surprise free gift:

Helping Customers Choose Frequency

Nutrica sells vitamins and supplements, so it’s easy to let customers estimate their expected daily use and select the right monthly program.

Psoriacream gives recommendations based on the severity of one’s psoriasis problem.

Customer review content that addresses product life would be helpful for first-time buyers. For example, how long does a shampoo bottle last long-haired women who wash their hair 3-4 times a week vs. short haired men who wash every day vs. a couple who shares a bottle? How long does 2 lbs of coffee beans last someone who drinks 2 cups a day?

A tool could also be programmed to ask the customer a few questions about their lifestyle and then recommend a frequency. This would depend on the product, whether it’s worth it to program such a tool or not.

Another idea is to use “customers who bought X chose Y delivery time” similar to reviews — one could see that out of 25 customers who subscribed to refill razors, 18 selected 1 month refills, for example.

Some products like mascara should be replaced every few months for hygienic reasons - even if there’s product left in the tube. What an opportunity for pricey makeup stores to gain repeat business — many customers are not aware of that or need to be reminded.

Subscribe is a Call-To-Action

Some retailers have programs, but don’t show it on the product page. That’s a head-scratcher for me…

Others, like Green Mountain Coffee, are just very subtle about it. The “Recurring Delivery” option is near-invisible, and once you add the item to cart, there is no further announcement that you can subscribe to the product.

Since subscriptions bring more money than single purchases, why are they not treated as valuable calls to action?

Alternative Payments

Cenestra Health uses PayPal subscriptions for recurring orders, which may ease the fears of customers who don’t want you to charge their credit card on a regular basis.

Usability Issues

Tabletools.com allows you to order a variety of flavors of a product in whatever quantity you want, as described below. However, it’s asking a lot from its customers to enter the details in the middle of checkout. Shoppers must remember the names of the flavors after they’ve navigated from the product page unless they open up a new tab to check out - otherwise they’ll need to call the order in.

Subscription Program Tips

  • If you’ve got a program, flaunt it on your product pages - don’t bury it deep in your site or use near-invisible links

  • Link to program details from your product page, preferably without leaving the page (AJAX or pop-up window)
  • Clearly communicate shipping charges, billing dates, cancellation policies, pricing policies (are prices subject to change?), how customers can update billing information, shipping address or subscription preferences in your details
  • Communicate the benefits (savings and convenience) of subscribing
  • Remind customers of health and safety reasons for replacing products regularly, if applicable
  • Select realistic delivery options suitable to your product. Don’t force customers into 1, 2, 3, 6 months just because Amazon does it
  • Help customers figure out their best reorder schedule. This can be done through customer reviews, questionnaire tools or historical repeat purchase data
  • Create a section where customers can browse all products eligible for subscription
  • If you use cross-sells, recommend eligible subscription products
  • Send a reminder email shortly before you fulfill a repeat order, remind customers they can modify their order (and remind them of their login name or password!)
  • If a customer didn’t opt-in for subscription, ask for permission to send a reminder email in X months instead. Customer may not want to commit to transaction but may still be interested in a friendly reminder in time
  • If using the above tactic, send the email with an incentive for repurchase and several similar items, should the product ordered not have been satisfactory, customer can choose something else
  • Consider “{product} of the month” clubs — get creative. They don’t have to be gifts for other people, and they don’t have to be consumables, either.

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Original post by Linda Bustos

Guided Selling: Do You Sell Products or Solutions?

Monday, June 16th, 2008

Ecommerce innovators like Crutchfield are upping the ante on guided selling with solutions-based product finders like Outfit My Car.

Using an advanced database of car makes, models and stereo, Outfit My Car suggests compatible gear including GPS, satellite radio, iPod players, speakers, subwoofers and video to match the customer’s needs.

Plus, installation guides, video or articles for each category.

Or, you can use the Digital Drive Thru to find the accessories you need to hook up the iPod you have to your specific car make and model.

Crutchfield shows an installation diagram and accessory cross-sells.

Awesome.

These types of tools and resources can mean a lot of extra work, but they are also engaging, get you word-of-mouth, encourage repeat visits and guide customers to quicker conversion.

Even if you don’t have a big budget, consider product finders based on product usage or purchase situation. An example of a less-sophisticated but useful product finder is CatToys.com’s Shop By Personality section.

Don’t forget, this Thursday from 9am PST / 12pm EST is our webinar on ecommerce innovation. You’ll learn:

- Strategic areas where retailers are changing the game
- Interface advances that radically improve the customer experience
- Technology improvements that reduce effort and increase sales
- New and exciting business models
- Key steps to roll out your own innovations
- Ridiculously cool stuff!

So sign up today, space is limited.

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Original post by Linda Bustos

Using Product Images to Reduce Size and Color Fears

Thursday, June 12th, 2008

Shopping online is risky. Customers rely on relatively small, 2-D product images or sometimes video to get an idea of the actual 3D product they are potentially buying. One of the most common reasons for online returns is the item appeared different on the site, and the customer expected a different color, higher quality, different size or other attribute than what was perceived from the image.

If a customer has a negative experience buying online, even if only once, the buyer will likely be more cautious for every future online purchase. This wary customer needs more trust-builders to convert. Common concerns include sizing and color fears.

Sizing Fears

Looks can deceive. From this category page, certain items appear relatively larger than other products when in reality they are MUCH smaller, simply because of how the product image was taken. The customer may overlook certain products because they perceive them as too large for what they’re looking for.

If possible, indicate product sizes using consistency in photography (or relative resizing), using a sort by size filter (depending on your products), or including sizes product titles or descriptions.

Nine West has incorporated sizes into most (but not all) their product titles, and this is how they appear in the Endless.com Nine West category page:

Even though product thumbnails use different zoom, the customer has some idea of what to expect of how large or small the product is.

Jewelry is another category that can be very deceiving, since to show good product detail, images are often blown up very large which is deceptive.

Consistency in default product image zoom is very important for suggesting alternative items. Assume a customer prefers a thinner chain-link in a bracelet. The product viewed is too thick for her liking, so she considers the “similar items” merchandizing zone. It is deceiving to have zoomed-in images shown along with zoomed-out - 2 bracelets of the same thickness can appear to be very different.

Here, Amazon’s product title includes the size of the chain in inches, not of the pendant.

Interestingly, both reviewers of this product mentioned the size - “about the size of a dime” and “smaller circle than you typically see in jewelry stores” should now be incorporated in the product description - not everyone reads the reviews but everyone should know what to expect the final product to look like.

QVC includes a reference measurement image, which is a good idea.

Showing the item on a real neck, or at least a mannequin or bust would help communicate this, too.

Toys R Us does a good job showing relative sizing by showing the products “in context” (in use). Customers can gauge the appropriateness of an item much better than the product alone.

Color Fears

The ability to switch the colors of an item on the product page is a fantastic feature, but when an item is simply “Photoshopped” into various colors, it may not reflect the actual item itself. Victoria’s Secret allows you to change colors on most but not all of their products, but usually it just flips the color, the model doesn’t move. A customer who recognizes this is just “Photoshopping” may not trust your color match.

Showing SKUs at different angles proves your images are of the actual item, like Endless.com has done here. When you roll over alternative colors, you can tell it’s a different photo because the angle will be slightly different.

A manual audit of your site’s images vs. actual product can also help you identify where you can improve your product descriptions, since you can’t always rely on customers giving you that feedback. Have your staff compare images and descriptions to the product you carry and watch for true-to-size and true-to-color issues.

High quality images and multiple product views, combined with user ratings and review feedback can help ease customer FUDDs (fears, uncertainties, doubts and dealbreakers) and reduce your rate of return, and also improve conversion rates and overall customer satisfaction.

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Original post by Linda Bustos

Improving Click-Through Rates on Featured Products

Tuesday, June 10th, 2008

One of the simplest ways to increase click through rates on “featured” or “recommended” products from your home page or email campaigns is to give customers a clue as to why the items are featured.

Compare a merchandising zone like this:


/&gt

To these:

Crutchfield recommends 3 iPods, and customer chooses which is most attractive - the best deal for the price, the top rated item or the expert/staff choice.

L.L. Bean’s emails consistently feature products backed up by some outstanding attribute that justifies its recommendation. Value propositions, baby.

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Original post by Linda Bustos

Dads and Grads: Missed Merchandising Opportunities

Monday, June 9th, 2008

Shari’s Berries has some really cool Father’s day products, like chocolate tools, tuxedo berries and Boris the Fishing Bear:

There are 3 links in the main navigation that point to Father’s Day gift ideas.

I’m wondering why none of them are featured on the home page?

Ditto for graduation gifts. I Googled “chocolate covered strawberries” and found that 9 out of 10 sites weren’t taking advantage of holiday marketing either.

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Original post by Linda Bustos

Multi-Store eCommerce: 4 Stores - 1 Checkout

Monday, June 2nd, 2008

GAP + Banana Republic + Old Navy + Piperlime = 1 Checkout

Closing the gap between its e-stores, Gap now allows customer to shop all of its stores online as though it were one site. Customers can switch shops just by clicking tabs, add products to a single cart and check-out in one go.

This has fantastic implications for holiday shopping as well.

Prior to the launch of the single checkout, Gap did allow customers to create one account that worked for all of its properties (one login and password), and showed text links to the other stores across the top of each store’s design. The new tabs bring a unified feel to the sites, and the single checkout provides incredible convenience.

Inter-store Merchandising?

It will be interesting to see if Gap experiments with cross-selling and up-selling between stores. Because each store with the exception of Piperlime (shoes) targets a different price-point, mixing $5 Old Navy recommendations alongside $180 Banana Republic garb may not fly. But certainly Piperlime cross-sells make sense - shoes and accessories are natural add-ons to any purchase. Unifying the checkout only makes this much easier to do.

If you’re an online retailer running multiple stores, please join us tomorrow, June 3rd at 9 am PST for a webinar on multi-store ecommerce management. The webinar will cover:

• The rise of multi-store retailing
• How Elastic Path Commerce retailers are using multi-store
How Elastic Path Commerce supports multi-store management

Details and sign up here.

If you can’t make the live call, you’ll be able to access the replay on our site in our webinar archive.

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Original post by Linda Bustos

404 Not Found Pages: The Good, The Bad & The Funny

Wednesday, May 28th, 2008

When a customer lands on a 404 Not Found page, he or she is caught off guard - confused at best and downright frustrated and ready to shop somewhere else at worst. A 404 page is a customer service touchpoint. It’s an opportunity to be helpful, show a business’ personality and even merchandise. Do you treat your 404 page like a landing page?

When checking out how top online retailers do 404 pages, I found many simply redirect users to the home page, which is a perfectly fine way of handling things. For those of you who do use 404 Not Found pages, here are some examples from fellow retailers — the good, the bad and the funny.

404 Page Examples and Tips

1. Have a page

If you don’t automatically redirect, there’s nothing worse than landing people on a generic screen like this:

Generic Error Page

When you remove all navigation it’s like teleporting a customer out of your store and dropping them into the parking lot blindfolded. This happened on many top retailer sites I tested. What a shame.

2. Don’t blame the user first

I saw lots of cold messages like this that seem to blame the user for typing in the wrong URL. But 404 messages rarely come from type-in errors, they’re usually broken links from external sites or the site itself because the root URL must match the actual URL. Customers rarely type in deep link URLs manually.

Target Error

Gap’s approach is to assume its own fault first, a humbler approach:

Gap Error

But WetSeal goes a bit too far with “we’re working on this page.” Don’t imply your site is unfinished, it’s not professional. And don’t expect customers to try again later - like when, 3 months from now?

Wetseal Error

eToys also leads with “you probably screwed up” (paraphrase), and adds if it was a broken link it was “probably from another site ‘cuz we never mess up” (again, paraphrase).

eToys Error

3. Keep it short and sweet

Boden is known for being a personable company, but its 404 page reads like a novel.

4. Add a search box

Golfsmith uses a search box as a call to action to encourage customers to keep shopping on the site and find what they were originally looking for.

golfsmith error

But instructions on how to search like “enter a few words into the box” is unnecessary.

5. Remove calls-to-action that don’t make sense

Zappos is king of customer service, but a customer probably doesn’t want to submit a video testimonial for finding a broken link.

Zappos error

I’m surprised Zappos, as helpful as they are, doesn’t chime in with a live help prompt.

6. Think like a customer

If you mention customer service, make sure you link to the customer service page. Don’t make customers have to search it out themselves.

Circuit Error

List your hours of customer service (telephone) or an estimated email response time so customers can judge whether it’s worth it to contact you or not.

7. Merchandise

Bravo to Busted Tees for showing product on the 404 page, and linking to the catalog. If a link was from an external site (in other words, the customer may not be familiar with the product offering) this can be a compelling reason to stick around and check out the merch.

Busted Tees Error

8. Be funny

I knew Urban Outfitters would do something edgy, but don’t do this unless it’s consistent with your brand’s culture and target market’s expectations of you.

Urban Error

9. Provide multiple links back into the site

Northern Tool combines humor and usability, offering the most logical actions as links - go back one step, start from scratch, browse categories or talk to someone.

Northern tool error

10. Use product finders

I Want One of Those combines humor with search and a useful product finder.

iwoot error

11. Don’t yell or try to sound smart

This is funny, but not because Burberry has a sense of humor - rather it’s yelling big fancy words!

Burberry error

Going the Extra Mile

If something’s broken on your site, why not reward your customers for giving you a heads up? We’re busy people, and may not bother to contact customer service to let you know but an incentive could help you fix a problem that may be costing you far more than $5 in lost revenue. Plus, you could turn a comparison shopper into a buyer - now that person will hunt for something to buy to use the discount or at least visit you at a later date. If you sell higher ticket items, consider sending a higher value gift card to make it worth it.

And do thank people when they take the time to alert you of broken links. I do this often and haven’t been thanked, not that I expect thanks, but an acknowledgement that a link has been fixed, at the very least, would let me know my voice was heard.

Most Creative 404 Pages

This is one of the coolest “Results Not Found” page I’ve ever seen. You really have to see it to believe it - it has an interactive, microsite feel.

Bluedaniel Results Not Found

http://www.bluedaniel.com/404.shtml

Smashing Magazine has also collected some entertaining 404 pages worth checking out.

9 Ecommerce Innovations: What’s Now & What’s Next
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Guest Panelist: Jason Billingsley, VP Innovation, Elastic Path Software
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Original post by Linda Bustos

Martin + Osa Launches Shop-By-Outfit + Video

Tuesday, May 27th, 2008

Martin + Osa ModelsOur VP of Innovation, Jason Billingsley has a key eye for new ecommerce trends and will be presenting a full hour’s worth of innovations in a webinar 9 Ecommerce Innovations: What’s Now & What’s Next. It’s happening June 19th so mark your calendars.

Jason tipped me off about a new website launched in April for Martin + Osa, a spin-off of American Eagle Outfitters, that has built a full-motion video merchandising area called “Shop by Outfit.”

M+O stylists have put outfits together that customers can buy all at once, and the outfits are shown on real models that move around as you view the page. You can zoom in by rolling over an image, and the model does a 360 degree spin so you get a feel for what the outfit looks like (well, on the perfect model anyway).

If you click to refine your outfit results to just “Moonlight,” “Seashore” or “Sunshine,” (which I don’t see serving much purpose), the girls whose outfits don’t fit your criteria gingerly walk out of the scene.

Martin and Osa Shop By Look

Shopping by outfit can save a shopper time as traditionally, one would need to navigate to different categories and add items individually. And by choosing from pre-selected sets, the fashionably clueless get some ideas of how to dress.

Shoppers can also build their own outfits using “Layer Your Own Look,” which turns traditional site navigation on its head - essentially you can shop multiple categories without leaving a page, and see how items “work” together. Looks can be saved for a future visit or added to the shopping bag for checkout.

More and more fashion retailers are adding some form of “shop by look” merchandising. Other stores include Rampage, Lacoste and Arden B (a quick search for “shop by look” in Google gives you more examples). When you click on a look, you see all the items listed individually on the same page, so you can check off the items you want. The problem with this is you navigate away from the look unless you’re savvy enough to open a new tab or window to hold your place. Martin + Osa smartly uses AJAX to show detail without navigating away from the page:

Look Detail

Item Detail 1

Product details can be viewed by switching tabs. The tabs may be too subtle here to notice, but it does help pack more information in a smaller space.

Item detail 2

M+O also provides detailed product images that show extreme close-up views of fabrics, pockets and other item details.

For most online merchants, this type of rich media investment simply is too expensive to implement. But as more and more large retailers add video and Flash applications to their e-stores, customers are going to become more spoiled and will expect to see 360 degree product views, products in context (clothing on people) and very detailed product images. This is reasonably easy to implement for any retailer using static images. Though this is also not cheap, it’s far less expensive than what M+O has done.

It’s also important for any retailer who does use a “shop by look” approach to allow customers to see cross-sell detail information without clicking away from the look page.

A side note: as I mentioned in my interview with Rich Page, American Eagle has one of my favorite navigation menus in terms of design, placement and usability. I’m happy to see Martin + Osa doing the same.

M+O Navigation

9 Ecommerce Innovations: What’s Now & What’s Next
Free webinar: June 19th, 2008, 9am PT/12pm ET
Guest Panelist: Jason Billingsley, VP Innovation, Elastic Path Software
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Original post by Linda Bustos

Video Merchandising With Virtual Catalogs

Tuesday, April 8th, 2008

Saks Fifth Avenue CatalogSaks Fifth Avenue is stepping out and debuting “Fashion in Action” - first streaming video fashion catalog. The feature went live last Monday as an effort to combat the deterioration of direct mail catalogs - to make them more entertaining and interactive.

So far the virtual catalog is just a test, using items from Saks’ top-selling departments: contemporary ready-to-wear, handbags, and shoes. Some videos also cross-sell jewelry.

The videos are short with typical fashion television background music and narration that describes each piece worn by the model. Customers can shop for the entire “look” with one click, where you can see all items shown in the look on one page with details on each.

Virtual Catalog

I’ve noticed a trend among fashion retailers towards merchandising entire “looks” - Rampage’s Collections is an example.

Rampage Collections

The benefit of showing sets of items close together is that the customer gets a better idea of how cross-sells actually work with each other. It’s more convincing than trying to visualize how thumbnails of different items would look like together. It’s also more like in-store merchandising. We’re all familiar with mannequins and window displays.

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Original post by Linda Bustos

Saving Sales From Negative Customer Reviews

Monday, March 31st, 2008

Customer ReviewsAs customer reviews become more and more common on ecommerce sites, we can expect innovations to emerge in design, usability and quality.

It’s always a good idea to keep an eye on Amazon for usability innovations. Today we’ll look at an example of how Amazon helps customers filter product reviews when there are literally hundreds of them. Not only does Amazon help customers hone in on specific types of reviews, it also takes the opportunity to show relevant merchandising based on the customer reviews themselves. In this post I’ll also suggest something that Amazon isn’t doing yet that could help you save sales when review content actually discourages a customer to purchase the item in question.

Book Club SuggestionI’m going to use the example of a book that’s going to be a top-seller on Amazon simply because it’s endorsed by perhaps the most influential television personality in the world - Oprah Winfrey. Most people will not feel the need to read reviews because they trust her opinion so much. Others will be so excited about the book they will read the reviews just to tide them over until the book arrives at their door.

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Original post by Linda Bustos

Webinar Recap: Effective Merchandising: What Sells?

Friday, March 14th, 2008

MerchandisingWe just wrapped up our webinar on merchandising (cross-selling and up-selling) with Mike Svatek of Baynote.

This was an incredible session and I’m sure you’ll get a lot out of catching the replay which will be posted within the next few days. The replay will walk you through all of the screenshots used in the presentation - I’ll only be using select screenshots for this recap.

Mike chose the king of cross-selling Amazon to illustrate the concepts in the webinar, sharing an impressive statistic:

35% of Amazon Sales come from cross-sells & recommendations
Venturebeat
(Dec 06)

How does Amazon do this?

Merchandising Based on Intent

First-Time Visitors - Pre-Intent

If Amazon has no information on you (your first visit, you are not logged in or your cache and cookies are cleared) you’ll see default merchandising (pre-intent) within a number of merchandising zones, what Mike refers to as a shotgun approach:

Amazon Merchandizing Zones

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Web Analytics for Online Retailers: Technology Use & Satisfaction 2008
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Guest Panelist: Eric T. Peterson, CEO, Web Analytics Demystified
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Original post by Linda Bustos

Video Valets: An Ecommerce Trend?

Tuesday, March 11th, 2008

Like Vitaman’s Nikki, American Eagle Outfitters is giving a “human” touch to its merchandising. AE has snagged video-blogging vixen iJustine as a spokeswoman for its Spring Break events in Cancun. And you can find her ooh-ing and aah-ing products within an interactive Spring Break packing guide.

iJustine Spring Break

Unlike Nikki, iJustine gushes about goodies for both girls and guys when you rollover certain items.

AE Polos

But like the Vitaman valet, she is very enthusiastic in romancing the products:

Guys, trust me. Throw on a polo and a smile and you’ll have every girl’s attention. They’re so great looking and so easy to wear with anything. If you don’t pack some polos, you might as well stay home.

Whether having a human describe products is something customers want to see - I don’t know. Perhaps for high school / college types who’d rather watch the movie than read the book - watching a product description is preferred?

But really, this concept isn’t new. We have the choice to read the newspaper, or watch an attractive anchor read it to us. Why wouldn’t that also apply to ecommerce?

Video is Here to Stay

It certainly takes a lot of time and money to build interactive Flash-based applications. But if you don’t want to go that route, you can still add a human element by adding video content to product pages, like Tiger Direct:

This video sold me on this camcorder, which I purchased immediately along with a bunch of accessories. I found Arno to be knowledgeable, friendly and humorous. Plus this video actually showed me how close you can zoom in with this camera - try describing that with text! With absolutely no background knowledge of camcorders, it really helped to have a virtual salesperson to turn to. Plus it’s nice to refer to the demo to learn how to use the camera when I get it rather than relying on the package black and white insert.

I expect to see a lot more video merchandising (with real people) popping up in the future.

Effective Online Merchandising: What Sells?
Free webinar: March 13th, 2008, 9am PT/12pm ET
Guest Panelist: Mike Svatek, Director, Marketing & Product Management, Baynote
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Original post by Linda Bustos

Media Coverage: When You Got It Flaunt It

Monday, March 10th, 2008

Rampage Featured ItemIf your company or products are fortunate enough to attract media attention, naturally you would want to highlight this your ecommerce website. Not only does it add credibility to your site browsers, but it can also help new visitors to your website responding to your good press find those featured items quickly.

One store that gets a lot of media love is Rampage. Today we’re going to look at how Rampage leverages its media coverage, and what it can do to take it one step further.

Home Page

The pencil skirt in the image above was recently included in a fashion segment on the Today Show. Rampage includes an “As Seen on the Today Show” link on the ho&#