Refining Site Search To Meet Your Company’s Needs
Chris ReighleyDirector of eCommerce
@chrisreighley
#irce2012
Key Points
• The ability for customers to find what they are looking for is a key indicator in customer satisfaction.
• Site search needs to start before your customer gets to your site.
• Your customers are searching for more than just product. Include content in your search results.
Over 300 Over 300 Billion Billion Emails Emails are sent are sent every dayevery day
Over 19 Billion Over 19 Billion Text Messages Text Messages are sent every are sent every dayday
On average, 4.7 Billion On average, 4.7 Billion searches are done on searches are done on
Google per dayGoogle per day
Source: Google Annual Search Statistics. 2011 Statistic Brain http://www.statisticbrain.com/google-searches/
““Findings indicate that 80% Findings indicate that 80% of consumers’ shopping of consumers’ shopping
decisions are made before decisions are made before entering the store…”entering the store…”
•Merchant Mechanics, Inc.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
11
22
33
44
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