Making Your Site Search an Online

Concierge

to Deliver an Exceptional Customer

Experience

Chris ReighleyDirector of eCommerce

@chrisreighley

On average, 4.7 Billion searches are done on

Google per day

Source: Google Annual Search Statistics. 2011 Statistic Brain http://www.statisticbrain.com/google-searches/

“Findings indicate that 80% of consumers’ shopping

decisions are made before entering the store…”

Merchant Mechanics, Inc.

The ability for customers to find what they are

looking for

is a key indicator in customer satisfaction.

Customer Satisfaction

Tips How many facets?

How should I order facets?

Text or visual facets?

Stats

No Search Results = DEATH. 71% of the time, if a customer gets a NO

Result Page – they leave.

Relevant Search Results are KEY. 41% of the time, if a customer gets results

that they feel are not relevant – they leave.Source: Foresee Results Workbench for totes-ISOTONER.com. May 2011 – May 2012

Site search needs to start before

your customer gets to your site.

Keeping Your Customer Happy

A Customer Has To Find You First

Then they need to find the stuff they are

looking for

http://shop.totes-isotoner.com/accessories/<KEYWORD>

Site Search is an SEO Strategy

Category Page (Bottom)

Product Detail Page

Key Elements for SEO Success

Data on SEO Value

During the 2011 Holiday, Site Champion pages represented 8.33% of Pageviews.

Site Champion Index Value was 712% above site average.

The average value of this page or set of pages. $Index is (Ecommerce revenue + Total Goal Value) divided by Pageviews for the page(s).

Your customers are searching for more than

just product.

Include content in your search results.

Integration of Social and Content

Social Content

FAQ Content

Chris ReighleyDirector of eCommerce

@chrisreighley