(PRWEB) October 4, 2010
Kampyle, a provider of feedback analytics to websites and companies, today announced a list of best practices for online retailers hoping to capture consumer attention during the rapidly approaching holiday shopping season. Based on the experiences of thousands of retailers around the world who use Kampyle, online businesses should focus their efforts on five critical areas as they quickly approach the most important retail season of the year.
Best practice tip #1: Start Early - Support consumers as they begin their shopping research this month. October is the month in which savvy shoppers begin comparing prices, products and customer services. Now is the time when businesses should ensure all product offers and supporting information such as customer reviews, images and content are updated and compelling. Today, customers are exploring their options. Whether or not they return on Black Friday or Cyber Monday depends in large part on what they see in early October.
Best practice tip #2: Promote User Reviews - Encourage website visitors to review the website, products and services and the customer service. When a business provides customers with an opportunity to provide feedback by reviewing the website or the customer service, visitors feel more engaged. Beyond the brand loyalty that can inspire, customer reviews and online surveys give businesses the chance to follow up with visitors directly, fix any potential problems and win their business. Through rapid response, companies encourage more effusive, positive reviews, which in turn influence new visitors.
Best practice tip #3: Act Fast - Be prepared to respond to customer feedback immediately. Particularly at this critical time in the retail calendar year, a delayed response to customer feedback can be exponentially detrimental. If a customer requests information, deliver it quickly – an hour should be the longest delay a business tolerates. A 24-hour response time should be cause for concern. Add a live chat option to your website, along with Kampyle to provide as many outlets as possible for communication.
Rachel Plut, marketing department manager for OneCall, an online electronics retailer, said, “The time it takes for you to respond to customers could be the deciding factor on whether or not they choose to shop with you, so act fast to demonstrate how important your customers are to your business. Here at OneCall we respond to our customers almost immediately, even if it’s not a sales inquiry.”
Best practice tip #4: Differentiate Yourself - Offer free shipping.
Customers love to receive items for free so if it’s possible to offer free or flat-rate pricing for shipping during the holiday season, then do it. This is one way online retailers can stay ahead of the competition and make their offerings more attractive to consumers looking for the best deals.
Best practice tip #5: Join the Online Conversation - Engage in social media.
Engage and listen to customers online using various social media channels such as Facebook, Twitter, and YouTube. Social media has given the customer a voice, and retailers that fail to listen do so at their peril. Conversations may be taking place about your brand even if you are unaware of them, so take advantage of social media networks to join those discussions. Be as engaged and aware as possible. One discussion on Twitter or Facebook could lead to a stronger customer relationship.
Robert Roon, president and founder of MotocrossGiant.com, an online retailer of motocross, cycling, snow and extreme sports equipment, apparel and more, said, “We use Facebook, YouTube, Twitter and MySpace to name a few, to talk with our customers online. Especially during the holiday season when you can lose or gain customers instantly, we employ a great deal of energy to social media engagement to provide another touch point with our customers. If they come to the site and shop, then we can engage with them using Kampyle, live chat and customer support to help them get what they need.”
Eran Savir, vice president of marketing at Kampyle, said, “Consumers are cautiously opening their wallets again. But the true test – the holiday shopping season – still awaits. The time to strategize for the holiday shopping season is now, when there is still time to implement the kind of customer-facing technologies that can make the difference between browsers and buyers. For thousands of businesses, Kampyle makes a significant impact on lead generation and customer support, as well as a reduction in shopping cart abandonment, while also supporting the implementation of these best practices for holiday season success.”
To learn more about how Kampyle’s customers are preparing for the holiday season, visit the company’s website and blog. In addition, Kampyle is exhibiting at the eMetrics Marketing Optimization Summit from October 3-7 in Washington, D.C.
Kampyle has pioneered the field of online feedback analytics, delivering websites, online retailers and companies a powerful software-as-a-service (SaaS) platform to collect, analyze, measure and manage online user feedback on services, products and customer experiences. Founded in 2007, Kampyle has processed more than 12 million feedback forms in over 60 languages, and amassed more than 40,000 customers in 191 countries.