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If you're having heart surgery, experience matters. In that type of situation, visions of potential mishaps spring forth and we naturally look to experience as the surest path to loss prevention. But what about more run-of-the-mill situations or markets? Is experience still our top criteria when selecting a carpet cleaner? A baby-faced pilot might worry passengers, but would a baby-faced piano tuner inspire the same concerns?

A well-written long salesletter is the ONLY thing that can make up for the lack of face-to-face sales time between you and your online customer.

Hanging out at SES Chicago last week, I spent some time with Stewart Quealy, VP of content development for SES, who told me that he enjoyed my last column about the power of a great unique value proposition. He suggested that as more new faces begin to adopt conversion rate optimization, some may not be as familiar with the fundamentals as many of us are. And of course, the end of the year is always a good time to talk the fundamentals. This week, I want to discuss another conversion rate optimization basic: the call to action (CTA).

Last week, Brendan tackled how to answer the 5 unanswered questions customers face in the shopping cart (other than shipping costs). According to a recent study by PayPal and comScore, 45% of US online shoppers had abandoned shopping carts multiple times in just three weeks.

On the face of it, viral marketing optimization (VMO) bears little resemblance to more established digital marketing practices. In retail and lead generation the basic principle to optimizing conversion is long established as driving people into the funnel and then pushing them down it. Viral Marketing turns this funnel upside down. The viral marketing end is really a beginning. Success starts at that single point of conversion and moves wider and the benefits of optimizing the viral funnel get compounded in ways other marketers can only dream of.

The Christmas season is well underway for retailers which means customer service departments will be facing a battle to maintain standards. With many customers shopping online for the first time as w...

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