262: Ecommerce Still Not Getting It Right

Adam and Jeannie explore recent research about prevailing ecommerce experience pet peeves and offer creative solutions. How does your ecommerce experience stack up? Ecommerce experiences have come a long way since the 90’s, but recent research shows that we still have a long way to go. Customers are still having problems with navigation, personalization, functionality, and just plain poor user experiences. “It’s still not really about the customer at the end of the day…” -Jeannie Walters After great leaps in technology and design, would you believe some of the same pet peeves have prevailed through the years, or even decades? Why are customers still being blamed for “user errors” or just not getting things done? And these problems are not exclusive to retail. Qualified customers everywhere are shopping elsewhere for software, insurance, telecom services and more due to age-old experience gaps. We can do better! Today, Adam and Jeannie explore some of the top prevailing ecommerce pet peeves and what how to fix them. What drives you away from ecommerce sites? What about your customers? “Embody these principles as much as possible even if you cannot change them.” - Adam Toporek Listen in to say goodbye to the most common ecommerce experience nightmares! Related Content Infographic: The Biggest Pet Peeves of Ecommerce Websites 360Connext® post, 5 Reasons your Website Users are SO Frustrated Customers That Stick® post, Omnichannel Customer Service with the Human Touch Episode 046: Tom Schwab on Inbound Marketing Episode 130: Chloë Thomas, Customer Manipulation We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices