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E-tailers Rank Highest for Customer Satisfaction

E-consultancy reports that a recent study conducted by the UK National Customer Satisfaction Index scored retailers, e-commerce reported a stunning score of 82 points for Q4 2008 (out of 100). Why is this news so interesting? Because the average retailer customer satisfaction score is 74.8.

Amazon and helped e-commerce separate itself from the rest by posting 85 and 87 satisfaction scores. I had a feeling Amazon would be ranked high on this list, but I’m really surprised to see achieve such a high customer satisfaction level. I haven’t personally played around with their site too much, but hopefully this will give them some much deserved attention in the conversion-world for their great work.

Yahoo Starts to Include Images and Video in Search Ads

According to the New York Times, Yahoo plans to announce today that they will be including video and images in their paid search ads. Traditionally, Yahoo’s main source of ad revenue came from display ads but the shift in that market had an effect on them in the 4th quarter of last year when display ad revenue was down 2% but search was up 11%.

We all know that Yahoo is looking for a piece of the pie that Google has at the parent’s table while Yahoo is left at the kid’s table looking for scraps regarding paid search revenue. This effort shows that there is still some fight in them. Will it work? Who knows these days.
Below is an example cited in the article for Pedigree dog food.

Survey Says: Retailers Need to Go Mobile

In a recent Foresee Results survey of online shoppers, nearly a third said they used their mobile phone as part of a shopping trip. That means that 29% of these shoppers stood in a brick and mortar store, and pulled out their phone before deciding whether to make a purchase—which means that these retailers could be filling a significant gap.

Most of these mobile-enabled shoppers didn’t head straight for the retailer’s website:

  • 72% ask someone about a product (though the survey doesn’t indicate whether this was via telephone, text message or Internet, eg Twitter)
  • 40% send a picture of a product they might purchase
  • 24% use the Internet to compare prices
  • 15% use the Internet to read product reviews

Amazon Provides Economic Light in Dark Days

Amazon had a great fourth quarter as reported today in the WSJ. Sales were up 18% and profits rose Those numbers are pretty strong when things are going well but in today’s economy these are outrageous results.

Here’s a few more numbers to drool over. Earnings of $225 million for the quarter ended Dec 31st. This is compared to earnings of $207 million for the same period a year earlier. What’s that you ask a company that’s experiencing growth year over year in this environment? Yup, that’s right. Oh and the $6.7 billion (with a “b”) revenue number for the quarter is very impressive indeed.

Paid Search Ends 2008 On a Positive Note – Up 12%

By Rene LeMerle

For the best part of 2008, we heard the common tale of marketing budgets being shifted online, as companies sought affordable and measurable results. It seems the retail sector was no exception.

A report out by search management firm SearchIgnite suggests retail paid search grew 12% in Q4 2008, compared to 2007’s fourth quarter results. The growth trend was consistent across all the top three search engines (Google, Yahoo! and MSN).

Of the three months in Q4, Nov 2008 was the stand out, experiencing a phenomenal increase of 43%, which suggests retailers we going on the offensive to leverage Black Friday/Cyber Monday activity. Roger Barnette, president of SearchIgnite said:

Cyber Monday Numbers Uninspiring

The Cyber Monday numbers are in, and unfortunately, they aren’t exactly what we all hoped for. According to the New York Times, Cyber Monday had only a 1% increase this year over last. This number came as a surprise as total transactions were up 14% over last year. 

So why the small increase? It all comes down to the order size. Consumers spent, on average, $7.19 less per transaction this year. In 2007 consumers averaged $58.81 per transaction. This year, that number fell to $51.62.

These numbers were calculated by Chase Paymentech’s Cyber Holiday Pulse Index, in which they surveyed 25 of the largest 150 Internet payment processing networks. The decrease in average spend is likely the result or an increased amount of discounts available to consumers this year.

Cyber Monday: Kickstart to Christmas?

By Peter Young

The specter of a credit crunch/recession has been looming large both in the US and the UK over the last year or so, with resulting bottom lines significantly affected. For many retailers this has seen Christmas come later than in previous years, with many retailers only starting to see the increases in traffic normally associated with the festive time of year.

However according to some research on both sides of the pond, things are starting to look a little brighter. A recent report by Comscore suggested Cyber Monday became the second heaviest online spending day in history (eclipsed only be that of Green Monday, December 10th 2007). For those wondering what all these days are, here’s the overview