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With four people dedicated to chat and email responses, Memorysuppliers.com is one of thousands of ecommerce companies adding chat to its marketing and customer service mix. And why not? A February 2008 study from Forrester Research, "The ROI of Interactive Chat", found merchants with click-to-chat options (also known as "reactive" chat) earn a 15 percent return on investment (ROI) on the chat service itself. Merchants with chat invitations and pop-up windows tied to user actions (also known as "proactive" chat), meanwhile, earn a whopping 105 percent ROI.

Since its release in 2007, the last volume of the Harry Potter series, Harry Potter and the Deathly Hallows, has garnered 3,286 reviews from Amazon.com customers. While response has been overwhelmingly positive for the book, several hundred Amazon customers rated the book as mediocre or worse. Because of a very subtle yet clever feature, Amazon makes the best of both the positive and negative reviews easy to find. And that feature, based on our calculations, is responsible for more than $2,700,000,000 of new revenue for Amazon every year. Not bad for what is essentially a simple question: "Was this review helpful to you?"

Perhaps one of the most sensitive calls to action (aside from asking for credit card information) is the request for customer feedback (especially when the request is made through the intrusive and long-despised pop up window.)

Whether you choose a custom website or a template will depend on several factors. Here are some essential things to consider before you jump into investing in a website for your business.

The cornerstone of successful customer relationship is most up-to-date and complete data. ListAustralia understands this need of growing organizations and presents Australian B2B Data Appending solutions. Australian B2B Data Appending solution adds all missing contact information of your prospects or customers to your existing business database.

how to achieve superior customer service

Many good ecommerce Web sites know that the product details page can have a material say in whether customers stick around - and even whether they come back. Customers like to learn as much as possible about a product before buying, and product details pages can allow customer to explore a product.

Our 2007 study clearly shows that online retailers are not capitalizing on the customer experience and are overly focused on innovation while ignoring the basics.

he final variable in the Marketing Experiments conversion sequence is "a" for anxiety about following through with a purchase. Some of this anxiety is about the product, some is about you as a retailer. You must address both. And unlike friction (resistance) which must be minimized and balanced with an attractive incentive, anxiety needs aggressive overcorrection on your website. Ecommerce anxiety comes in a number of flavors, including fears about: * Quality of the product * Quality and reliability of your customer service * Will the item arrive on time? * Will the product be as described or as appears on screen? Is it the right color or size? * Will it fit? Is this item true to size? * What if the product needs to be returned? * Is this site secure (privacy, credit card information)? * Is this really the best price? Today's post will focus on anxiety on the product page specifically.

"For a website, gaining RSS subscribers requires hard work as visitors prefer to subscribe websites with fresh/quality content & expect this to be continious. On the other hand, RSS subscribers are very valuable loyal readers which follow the website regularly. So, for a website, it is very important to analyze "how visitors become RSS readers" like: * from which websites do they reach to yours * which page of yours is the one that gains you most subscribers, etc. Google Analytics, besides all the simplicity it offers, has a very functional event tracking method for analyzing custom events which we will be using to track new RSS subscriptions and see how to analyzing them deeper."

A test that checks how many customer & how many company related words appear.

One of the most important aspects of an ecommerce Web site is its product search. How your search results page is designed, and what it offers, are very important in terms of providing the results customers want. And as customers continue to expect more personalized results, they will create product searches that are increasingly narrow.

These four universal HTML email layouts are infinitely customizable, and are the basic layouts used by just about any email marketing campaign you can find. You can download these templates and tweak them to perfectly match your brand (be sure to check out how some MailChimp customers have used them below).

For many sites, visitors that find their way to your About Us page tend to have a somewhat higher conversion rate than those that don't. Potential customers that do visit this page are showing a bit more than a casual interest in what your site has to offer and are looking for additional signals of trust.

One of the basics of customer-centric, persuasive copywriting is using "you" and "you're" rather than "I," "our" and "we." People are self-centered and respond better when you make your site all about them. This goes for all touch points in your marketing - including your welcome emails.

We don't do a lot of posts on branding on Get Elastic, but I had to blog about Seattle-based ski, snowboard and wakeboard shop evogear. evo is an example of a retailer that has taken its corporate culture and incorporated its personality into nearly every aspect of its marketing.

We all want to know which sites, search engines and keywords are sending us traffic. But what about direct type in traffic? When people access your site URL by typing it in from memory, it can be a great indicator of your brand preference, success of your offline and online marketing efforts and customer satisfaction. If you're smart and lucky, you named your site your main-keyword-dot-com and you get search traffic from visitors who use their address bars as search engines. For example, a search on "reusable bags" sends you automatically to "reusablebags.com" which sells…you got it, reusable bags.

Once the party's over, are you leaving customers out in the cold? Thank you pages typically don't receive much design or marketing attention. After all, by the time a site visitor sees a Thank You page the chase is over, right? The visitor purchased a widget, filled out the signup form, or downloaded a white paper - in other words, the web site has won, and another conversion stat has been chalked up in the company's analytics package. Success! Check out our positive ROI!

Chargebacks are frustrating and expensive assaults on a retailer's bottom line. But practical and smart merchants can learn from some chargebacks, improving their stores' performance, customer satisfaction, and operational excellence. When a consumer asks his or her credit card company for a refund, a merchant can suffer a chargeback. That is, the credit card company will reach into a merchant's bank account and take the total amount of the transaction that's being charged back. Then, any one of three or more different types of organizations-issuing banks, merchant banks, and payment gateways-could charge the merchant a fee for its trouble. Throughout this process, no one bothers to inform or ask the merchant.