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Old 17th August 2007, 11:22 AM   #1
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Search Engine Guide Blogger

Default New Article - The Customer Experience Is Not A Commodity

Authored by: Jennifer Laycock

Full Text: http://www.searchengineguide.com/laycock/010518.html

A Snippet:

Studies show that online shoppers conduct more than half a dozen searches before making a purchase. That means a shopper may visit your site once, twice, or even six times using various search terms before deciding what (and where) they want to buy. If you're the type of web site that sells a product stocked on dozens or even thousands of other sites, how can you compete? Well, price is a factor, but customer experience plays an important role as well.

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Old 18th August 2007, 12:25 AM   #2
M3 Sweatt

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Default Good post on the customer experience

I enjoyed your article this week, The Customer Experience is Not a Commodity, in which you note the importance of the customer experience. I posted a link to it on my blog.

I think that this is akin to which I frame as "jumping through hoops" for customers: with that kind of customer experience, you're sure to win over more customers than you can imagine.

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Old 24th September 2007, 09:45 AM   #3

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Just found the post and had the time to read your article. Very nice.

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Old 27th September 2007, 10:14 AM   #4
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Nice article and point. Businesspeople worth their salt are able to see this signs of good customer service. We may even call it the major factor makes a business retain their customers.

Funny. Honestly speaking, I myself don't mind much about expenses when I receive a good experience. Its always that extra percent in the 100%, yet it influences if I come back or not.

Macnair Wilkins
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Old 27th September 2007, 10:52 AM   #5

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thanks for the link to "zero dollars"

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Old 27th September 2007, 12:03 PM   #6
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Good stuff, Jenn. Thank you.

Makes me think about my Google Adwords campaigns. My conversion rate is mediocre and I'm hoping the new web design and copy will boost that but perhaps it is where it should be as many of my conversions come from no referrer. Maybe (hopefuly) this phenomenon of shopping and exploration is occuring as well?

Ken Fenner
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