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A Blog about Conversion Improvement

Thoughts on Optimizing Search Pages

By Scott Miller on

On-site search is a big deal, especially for e-commerce sites.  Many sites rely on internal search engines to drive thousands or millions of dollar in revenue, yet there is very little written about optimizing them to improve conversion, revenue per visit, or simple click-through rates.  On-site search consists of two transactions of interest, both of which can be optimized to improve usability, and the visitors ability to find what they are looking for:

1. The search box itself:

The primary goal of optimizing the search box itself is to make certain visitors on the site can find it and understand what it does. Typical tests would revolve around the placement of the search box, size of the text field, color, and the appearance and text on the button.

2. The search results page:

Once people complete a search, they arrive to a results page which displays matching products or content.  The goal of the results page is for people be able to quickly see the results and then link to the content found.  Certainly, the effectiveness of this page will be highly dependent on the relevance of the results, but on-page factors (which can be optimized) play an important role as well.

We have seen simple changes and optimization increase search result page engagement by over 40%, which is a very big lift for something most people would think has little to do with testing.

The results page offers up many more areas of testing and optimization.  Here are a few to consider:

  • How many results do you display?
  • Do you use a regular site template or a scaled down page design which makes it easier for the user to focus on results?
  • What visual cues do you provide within the results (such as highlighted matching text.)
  • Do you allow people to purchase or add to cart directly from the search results?
  • Do you show prices in the results?
  • Do you show a “related searches” section to help the user refine their search (this has potential to distract them from the main results though.)

When you test these, you should make sure to track both result page engagement (did people click on the search results) as well as revenue per visit.  Subtle changes in the search system can make a big difference in revenue for many e-commerce sites, so never rely on engagment metrics only!

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How A Real Life Test Can Help You Get Your Wallet Back!

By Jason on

We are testing junkies and we do it for a living on the web. But we always appreciate a good multivariate or split test, whether it’s on the web or not.

This interesting article popped up recently about a test done in Scotland for lost wallets. What variables combine to entice the finder of the wallet to return it?

The variable was a picture and the options were, an elderly couple, a family, a baby and a puppy.

The picture was supposed to elicit an “Ah that’s cute!” moment and “Somebody is going to want that back!” feeling. The desired action? Return the wallet!

Which picture do you think got the most returned wallets? Keep in mind that each wallet was completely void of cash and didn’t contain any credit cards, only typical wallet items. But the picture was prominently displayed.

If you guessed the baby, you guessed right. Here are the return rates.

80% of the baby

53% of the puppy

48% of the family

28% of the elderly couple

A wallet with a charity donation receipt was also tested and had a 20% return rate and wallets with no special items(The Control) had a 15% return rate.

It just goes to show that when you want someone to take a desired action, whether it be on a website or on the street, you need to play to their emotions. Emotions play a huge role in marketing and if you can hit the right triggers, you can elicit big responses from your multivariate tests!

I’d like to try the wallet test again, but this time let’s add some money to the mix!

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9 Widgets that will Instantly Boost your Conversion Rate

By Scott Miller on

Adding seals and badges to your e-commerce or lead generation site can provide an instant boost in conversion rate.  In this post, we’ll take a look at a few of the most common, highlighting a site that uses each one.  As always, it is important to test whether these help or not for your given site- and to determine if they give you a ROI.

Equally important to testing the presence of seals, is to test where you position them on the page.  In most of the examples below, the seal appears below the footer- which is possibly the worst place on the page if you actually want people to see it. These site owners would be smart to try moving the seals around, and in particular- put them near the call to action or checkout buttons.

1. Sitepal Talking Character – http://www.sitepal.com/

Bella Scrapbooking

What it does:

SitePal is an easy-to-use and affordable speaking avatar solution that enables small businesses to enhance their web presence and improve business results with virtual speaking characters. With its ability to engage site visitors and reinforce a call to action, SitePal has been proven to increase site traffic, conversions, loyalty and sales.

2. McCafee Secure Site Seal – http://www.mcafeesecure.com/

JeanM.com

What it does:

The McAfee Secure™ trustmark appears on more than 80,000 websites worldwide. Certified McAfee SECURE sites include some of the largest brands in retail ecommerce and brick and mortar retailing; as well as financial and non-profit institutions, manufacturers, universities, Fortune 500 corporations, and government agencies.

McAfee Secure certification is achieved by passing rigorous daily network security audits. The certification process is completed in six steps. The first three steps are the vulnerability audit itself; comprised of Dynamic Port Scanning, Port-level Network Services Vulnerability Testing, and Web Application Vulnerability Testing. The fourth and fifth steps are alerts whenever vulnerabilities are detected and remediation management using our extensive vulnerability management portal. The result is highly effective, pro-active security.

3. ControlScan Seal – http://www.controlscan.com


What it does:

ControlScan is an PCI compliance and security solutions company dedicated to understanding and meeting the needs of smaller merchants.  Controlscan provide several different security seal products, including their “Verified Secure” and “GeoTrust” seal.

4. BBB Seal – http://www.bbbonline.org

TigerDirect.com BBB Seal

What it does:

BBBOnLine’s mission is to promote trust and confidence on the Internet. BBBOnLine allows businesses with Web sites to display the BBB Accredited Business seal online following confirmation of their adherence to the BBB Code of Business Practices, including its online standard.

5. Verisign Secure Seal – http://www.verisign.com

LL Bean.com

What it does:

VeriSign is the leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce, communications, and interactions for Web sites, intranets, and extranets.  The VeriSign Secured Seal is part of the VeriSign® SSL Service. SSL helps you deliver a secure and convenient way for your customers to interact with you over the Internet. When you display the VeriSign Secured Seal, your customers will recognize the most trusted security mark on the Internet and gain the confidence to complete their transactions with you.

6.  Liveperson Chat - http://www.liveperson.com

The Planet

What it does:

LivePerson humanizes the online experience, increasing sales, customer satisfaction and loyalty. More than 7,000 companies, including some of the largest and most-recognized global brands, use LivePerson’s real-time chat platform to communicate and build relationships with their customers on the Web.

7. Green Certified Site – http://www.co2stats.com/

Gazelle.com

What it does:

People want websites they visit to be eco-friendly.  CO2Stats helps you attract and retain those visitors.  CO2Stats is the only service that automatically calculates your website’s total energy consumption, helps to make it more energy efficient, and then purchases audited renewable energy from wind and solar farms to neutralize its carbon footprint.  CO2Stats is easy to set up, and works with your existing web host!

8.  Truste – http://www.truste.com

Victorias Secret Home

What it does:

Build trust and drive revenue with TRUSTe programs and services. Displaying the TRUSTe seal demonstrates that your site complies with our privacy best practices. Sign up and let consumers know they can trust you more than other businesses when it comes to online privacy and trust.

9.  BillMeLater – http://www.billmelater.com

OneStepAhead.com

What it does:

Bill Me Later is a convenient and secure way to pay on the web or over the phone. Bill Me Later lets users pay without using a credit card. At checkout, provide your birthday and the last four digits of your social security number, accept the terms and your purchase is complete. It’s that easy! There are no codes to find or account numbers to remember.

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Filed under: Page Components, Testing Ideas

Using a “next steps” widget to drive action from all corners of the sales cycle

By Scott Miller on

If you are selling a complex business to business product or looking to increase considered B2C sales, a “next steps” widget is a great way to reach across the sales cycle and offer something for people at any stage.  The goal of the “Next Steps” widget is to give users a road map of options, typically from least commiting to most.  This could be things like signing up for a newsletter, requesting a white paper, or even asking for a call back from a sales person.  Sometimes you can even ask people to sign up online.

To illustrate my points, I decided to take a quick tour and grab a couple examples from around the web:

Search marketing software company Acquisio uses the following unit to make users aware of different options available to them.  Although they have done a fine job, I can’t help but wonder if asking for a trial first isn’t putting the cart before the horse.  For me, I would probably want to look at the demo and case studies before signing up for the trial.  This is definitely worth testing.

Acquisio.com

Customer Relationship SAAS vendor Salesforce.com uses the following widget to promote three possible actions:

Salesforce.com

Salesforce.com

Their ordering makes a little more sense- starting with the demo, followed by a contact request.  If you are not ready for either of these things, you can always take the non committing option- to view the resources on the site.

These widgets work well for B2B companies, but can also cross the boundary and appear on B2C websites.  Here is an example from Cruise ship line Carnival:

Carnival.com

Carnival.com

It is a little different, instead of focusing on next “steps” the unit simply is giving a couple options to get started.  I think it would be smart for Carnival to also have a “request information” option, where people could sign up to get a booklet in the mail.

It is important to present options for differing levels of interest- from information gatherers, to those on final approach to completing a purchase.  You would be well advised to test what you include, what the thing looks like, and the order different steps are presented.  Here is a mini overview of possible test options for a “next steps” widget:

  • Size
  • Look and Feel
  • Title (ie “Next Steps” or “What to do Next”
  • Number of Options
  • Ordering of Options
  • Colors
  • Placement on your pages

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Filed under: Page Components, Testing Ideas

The 3 C’s of Conversion (Plus One More)

By Scott Miller on

I was in Chicago this week for the Search Engine Strategies Chicago Conference. While speaking at the session “Landing Page Optimization Clinic” I made a comment that seemed to resonate well with people so I thought I would repeat it here for anyone who did not make the session.

When I look at a page for the first time, I examine it under the premise of a simple framework I call the three C’s of conversion. It goes like this:

Does your landing page:

1. Capture the attention of the visitor?
2. Communicate your primary value proposition to the visitor?
3. Close the sale, lead, or other offer you are making?

Each of these steps are essential to boosting conversion. On my snow-delayed flight out of Chicago, I thought I should add one more C to the equation: the Customer!

Obviously, with no customer, there is no sale!

The reason this is important is simple: upon arrival to your site, the customer has some expectation in mind, something he or she was looking for. In order to capture, communicate and close, your site must be as relevant as possible to this customer.

In the coming days I will be sharing more specific recommendations and insight on analyzing and improving your Cs of conversion.

Warm Regards,

Scott Miller, CEO

Author of “The ConversionLab.com,” The worlds first “How to” guide to testing and optimization. Visit http://www.conversionlab.com/ for a special offer!

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