Page 9 - How Top Merchants Create the Best Customer Experience

9 ONLINE SHOPPERS WANT A FAST SITE AND THEIR INPUT TO COUNT

HOW TOP MERCHANTS CREATE THE BEST CUSTOMER EXPERIENCE

listening to customer feedback and working with technology

vendors allowed them to improve the customer experience for
their shoppers.

Which technology improves a customer experience depends on
each retailer, the customer base and what’s most lacking today,
says Emily Pfeiffer, principal analyst at research firm Forrester
Research Inc.

“Retailers have to weigh the impact of a feature with the time and
costs required to build and maintain it,” Pfeiffer says. “The most
impactful features have a ‘needle-moving’ impact on the metrics

that matter most to the retailer, such as conversion rates or average
order value.”

For Andar, its conversion rate did improve. But site speed and
stability is a key feature for the accessories merchant as every six

When Andar.com releases its leather products, shoppers flock to its site, making site speed
and stability paramount for the merchant.

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