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How to handle a lot of negative reviews on random review sites? (Eg, Sitejabber)

Nowadays, there are a ton of places where customers can leave disparaging reviews about companies, which puts companies like mine in a tough situation.

Currently, my team is working primarily on Trustpilot and BBB, since these are renown sites, have a ton of customer traffic, significantly affect conversion, and are virtually un-avoidable SEO-wise.

However, there are sites like Sitejabber which are negatively affecting conversion. It's a small, negligible percent of conversion but still, Sitejabber showing up in the search engine results page is frustrating.

And after looking up how Sitejabber works, it's even more frustrating. Apparently, they only publish negative reviews about a business so that the business will register for a Sitejabber account (and subsequently pay monthly for their services) and engage with the negative review. It becomes a vicious cycle that helps Sitejabber bring more traffic and visits to the website. It's their business model and their strategy for increasing traffic to their small, pathetic site.

Does anyone have advice or guidance on how to maintain a business' e-reputation?

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What is the difference between Wayfair EDI and Wayfair Marketplace?

The title is self-explanatory.
What is the difference? What does each stand for? I tried to google it, but couldn't find anything explaining this well.

Thanks.

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5 Aces to Overcoming the Pandemic for CMOs

The global pandemic has changed nearly everything for CMOs, forcing them to scramble as consumers shift even more to online shopping. Meanwhile, CEOs are pressuring their marketing chiefs to find strategies for recovery. 

At our recent CX Virtual Summit for Asia, I had an insightful conversation with Jojo Concepcion, CEO of our customer Concepcion Industrial Corporation (CIC), about the intersection of customer experience software and the need for businesses to make decisions more nimbly.

CIC has been incredibly successful at striking the right balance, especially during a very challenging year. The Philippines-based appliance distributor has managed to give customers what they need when they need it while creating new business opportunities. 

What’s helped CIC are the “five aces” that CMOs must establish in their companies while leveraging – with intention – critical emerging technologies to modernize their interactions.  

The five aces are: 

  • Adaptability: The world has changed, but businesses still need to keep going, whether through finding new ways to reach cash-strapped households or helping customers visualize products from the comfort and safety of their homes. Marketing organizations must become comfortable with change.
  • Accountability: Businesses expect marketers to help deliver quantifiable business impact with the help of modern technology. As the measurement of campaigns has become more sophisticated, CMOs must embrace accountability. 
  • Authenticity: Modern marketers need to know and use data they collect from customers to engage them in highly personalized communications across their devices, print, and broadcast media. 
  • Action: Customers expect companies they do business with to respond quickly and at all hours. Meeting them on their terms helps foster brand relationships.  
  • Alignment: This doesn’t just mean coordination between sales and marketing; it also means aligning the organization so that customers’ needs dictate the businesses’ activities. 

Jojo and I agreed that experiences are everything – we know they’re often more important than the product or service we’re delivering. Uncertainty and not knowing how the world will evolve creates a huge opportunity for marketers to define their companies.

There’s hard evidence behind the proscriptions. 83% of 260 global CEOs surveyed by management consultancy McKinsey last year said they expect marketing to be a major driver for their companies’ growth. To do so, marketing departments need to move faster, collaborate better, and focus more sharply on customers. 

Yet McKinsey estimates making such changes can cut 10% to 30% of marketing costs while adding 5% to 15% to sales growth. And about 23% of CEOs say marketing isn’t delivering on the growth agenda. Often, executives pour time into a few initiatives, “then grow frustrated when the promised value doesn’t appear,” according to the study. 

CIC is consolidating sales, customer service, and e-commerce systems with its back-office software to understand its customers better. That’s helping the air conditioning, and refrigeration company simplify online ordering, sell directly to consumers, and forge new business models — such as renting cool air time “as a service,” rather than selling an appliance outright, Jojo said. 

“For 90 days, we had no place to sell our products – stores were closed nationwide,” he said. “Manufacturing, distribution, and most e-commerce stopped for three months during the pandemic’s height this year. CIC adapted by emphasizing products for kitchens tailored to people staying and cooking at home and developing new ones for those who wanted a cool environment without the upfront cost”. 

Vince Abejo, chief sales and marketing officer at property developer Filinvest Land, spoke during our conference about capturing data points during and after the sale of a house or condo so the company can retain buyers it sells to over time. Filinvest is holding online house tours, inspecting properties by drone aircraft, and courting prospects to ensure the pipeline stays stocked after the pandemic ends. 

Not only is the company attuned to its customers’ needs, but it has also adopted its behavior to stay authentic. “Booked sales are now back to pre-Covid levels,” Abejo said.

These are just a few fresh ideas that can be brought to life using the five aces and modern cloud technology. I’d love to hear directly from you about other ideas you might have, so be sure to reach out to me in the comments to let me know how I can help. 

To learn more about the trends impacting marketing leadership today, visit the CMO Corner

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I am so confused…

I type in the name of a software I'm looking for into Google. Let's call it 'xxx'. The first search result is pretty much their ad BUT the second one is their main competitor using 'xxx' in the headline. Isn't it illegal?

I've seen it over 10 times in the last few days…

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Would BigCommerce be a good alternative to Shopify?

Does anyone use BigCommerce? It seems Shopify and Woo are quite popular over here and the r/bigcommerce is quite dead. We are looking for an alternative to Shopify as our customers are all over the world and opening several shopify stores to accept multi currencies is just not an option. We arw already running three and would like to move away from Shopify now. I really don't want to keep Woo running and mess with the updates so we were looking at BigCommerce as an alternative.

Thanks for any help 🙂

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Recommendations for a online store platform

Hello. I’m a newbie to ecommerce and has zero knowledge of coding. I just need a platform to start my Online store where almost all my payments will be done offline.

Therefore please be kind enough to suggest a platform where i can showcase my products and people can order and i will be notified of it but they do not have to do payments or else the site have the COD option.

Ps : SHOPIFY is a really nice platform but the costs related to it rises every month. Looking for a much affordable platform.

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Mobile Site Design Impacts Organic Search Rankings

The design of a mobile website impacts its ability to rank in organic search results. Mobile design controls the availability and readability of text, the usability of navigational elements, and even access to entire pages critical to organic performance.

What follows are eight mobile design factors that impact organic search rankings.

Mobile Design

1. Template space for text. Each page template should contain areas for descriptive text. Examples include product pages, product grid or browse pages, parent category pages, and the home page.

Descriptive text helps communicate relevance to search engines. Without it, ecommerce pages are largely a collection of product names and links, which, by themselves, hinder your ability to rank for high-demand, non-branded keywords.

Image of developers in a mobile wireframing process

Mobile design controls the availability and readability of text and the usability of navigational elements critical to organic performance. This image shows a mobile wireframing process.

2. Text versus images. The words on your pages should be indexable text and not just embedded in images (Instead, float the text over images.) Your text can use brand-friendly fonts and still be indexable.

3. First-pageview visibility. Google downgrades the value of a page if visitors cannot immediately see the content. For example, text hidden in tabs or accordions that a visitor needs to click to read may be considered less valuable by search engines.

Conversely, these content-shortening elements help the user experience in some cases, such as with long frequently-asked-questions pages. Use your judgment. Don’t use these design elements if the primary benefit is to keep the content out of the first pageview. Instead, place the text in a less prominent location on the page.

4. Readability. Text should be visible and easily readable — large enough and high contrast compared to the page’s background colors. Moreover, all page elements should be visible within the device’s width without horizontal scrolling. For large tables and charts, provide a downloadable screen capture for detailed analysis.

5. Content engagement opportunities. Visual elements such as headings, lists, relevant images and diagrams, and tables and charts promote engagement with the page and make the content easier to absorb. Search engines are learning to detect engagement elements for use in their ranking algorithms.

6. Completeness. Navigational elements can be tricky to replicate on a mobile site, to the point that some ecommerce sites cut deeper navigation links out of the mobile site’s sitewide header altogether.

Unfortunately, because Google crawls the mobile version of your site like a smartphone browser would, if you leave links out of the top navigation, large swathes of the site don’t benefit from a sitewide header link. Whenever possible, include the entire header and footer navigation in your mobile site.

7. Finger taps. The width of the average finger is about .35 inches, or 9 mm. If buttons and clickable link elements are closer than this, shoppers will have trouble selecting the option they want. If it is too small, make the tap target larger or add space surrounding it.

8. Predictable click results. Make the result of clicking on a button, link, or image consistent with what users expect based on other sites. Consider also the action users will take after seeing the result of their click.

For example, when a shopper clicks on a product image using a mobile device, it should reliably open the product page. Don’t pop up a window with a tiny “x” to close it.

Test Usability

Remember that the mobile experience is already cramped and slow. Shoppers’ attention can be hijacked easily by other sites and apps. Any frustration on your site’s mobile experience could be their last.

To test your site’s mobile usability, visit Google’s Mobile-Friendly Test Tool.

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Conrad Electronic closes stores in Switzerland

Conrad Electronic has made the decision to let the leases of its two branches in Switzerland expire in 2021. This means the consumer electronics retailer will close its physical stores. But Conrad won’t be leaving Switzerland completely: it now focuses on ecommerce and b2b.

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Anyone use DHL e-commerce international for cheap shipping?

Shipping thrifted clothes internationally.

Help please?

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LA Rams, Fanatics and Postmates coordinate on an on-demand pop-up

Postmates, now destined to be a division of Uber, is diving deeper into the world of on-demand retail and its partnership with the National Football League.

The company, working alongside Fanatics and the Los Angeles Rams, is launching a pop-up shop Monday for fans to buy gear directly through the delivery service.

The store is coordinated with the first Monday Night Football game being played by the Rams at their new SoFi stadium. Postmates will be delivering Rams merchandise through the collaboration with Fanatics starting at 10 in the morning (Pacific time) and running through kickoff.

In September, the company announced that it was the first official on-demand food delivery partner for the NFL, a designation that means a multi-year sponsorship for some of the biggest sporting events in the U.S., including the Super Bowl.

“Fans will be watching NFL football this season from their couch more than ever before, so teaming up with Postmates as the first official on-demand food delivery partner of the NFL was a perfect combination,” Nana-Yaw Asamoah, VP, Business Development and Sponsorship at the NFL, said at the time of the NFL partnership announcement. “We’re excited for Postmates to bring an NFL experience directly to our fans’ doorsteps throughout the season and around the year.”

The deal marks the first time that the company will deliver t-shirts, hats, caps and other branded Rams clothing and accessories to an audience. The Rams pop-up is a natural extension of the relationship between the franchise and Postmates, which began earlier in October.

As part of the deal there will be 15 products on sale for men, women and children, priced between $30 and $100, similar to the prices that fans would expect to see from Fanatics’ online shop.

Postmates will be delivering to Downtown, West Hollywood, Hollywood, Beverly Hills, Silverlake, Echo Park and Los Feliz in Los Angeles. And there’s no delivery fee.

As merchandisers bring different kinds of retail experiences to consumers no longer willing to brave a brick and mortar store, expect to see more of these kinds of online-to-offline, on-demand shopping options where stores partner with delivery services to bring to their doorstep the instant gratification customers crave.