Costly Mistakes & Recent Findings
Counted among our 5 Most Costly Ecommerce Mistakes of 2017, payment method optimization is a must. Over the past year, we’ve seen a big push towards Apple Pay, PayPal Express, and even Venmo becoming “must-have” holiday payment methods for online stores. The reason? Customers that can click-and-go are more likely to convert.
With this in mind, we recommend reviewing what ways your site can keep gift-giving second-guessing to a minimum. In our mobile conversion optimization report, we found a few simple tweaks to reduce checkout abandonment and increase the likelihood of customers converting. If you don’t have time to review the full report, here’s our 3-minute breakdown as our gift to you.
Holiday Payment Hack #1. Zip-Code-First
On almost every site, the checkout form is the same, always starting with the customer’s first name. Sure, the name, phone, and email address areas might auto-fill based on browser settings, but location information isn’t always part of the one-click equation. Working with one of our clients, we found that a simple re-stacking of the typical model can cause checkout disruption to the tune of a 4.6% conversion rate lift (across all devices). Placing the zip-code first triggers browsers to auto-populate the country, city, and state data, making your checkout faster. In our report, we found that this simple change can yield conversion increases of 1.48% for desktop, 8.14% for smartphones, and a whopping 18% increase for tablets. Put this on your holiday upgrade wish list.
#2. The Card-Detecting Checkout
As the second test in our study, Redstage’s developers created a credit card checkout form that automatically detects the type of card entered based on the first 4 card numbers. I know, I know, you have that already, but what you don’t have is a checkout form that uses this data to automatically adjust your checkout form into the layout of the customer’s credit card. Different cards have their numbers, expiration, and even security codes in different areas, making the typical credit card form a little lacking in the CX department. Imagine a new customer with their card in one hand and their phone or tablet in the other. Now imagine them fumbling as they try to figure out how to enter their info… don’t let this be an opportunity for them to abandon the sale. Our smart bit of code automatically matches the form to the card in-hand, making it easier to fill out. Remember, the less friction, the better.
It might seem like a negligible CX change at first, but for phones and tablets, this smart checkout option drove a 3.7% and 6.1% conversion rate lift, respectively. The test didn’t add so much for traditional online checkout, only increasing desktop conversions by 0.4%… but every little bit counts right? How much extra joy would these numbers add to your holiday return?
#3. The Big One: PayPal-First
For the third and final portion of this 3-step study, Redstage analyzed what happens when we place a “PayPal Express Checkout” button above the traditional “proceed to checkout” button on the product page… The results were astounding. This change led to a 10.3% decrease in checkout abandonment across devices. That’s right. Simply putting the PayPal checkout option first on the page led to a 8.7% decrease in abandons on desktop, 11.2% less abandonment on smartphones, and shockingly, a 30.7% decrease in abandonment on tablets.
With so many payment options out there, it’s easy for the simplest conversion enhancements to go overlooked. Remember, it’s not just how customers can pay, it’s “how quickly” customers can pay. Want to get these holiday payment upgrades and more for free? Join round 2 of our conversion study now! Sign up here to see if you qualify for this round, and don’t forget to subscribe to receive the results of our next conversion report 2 weeks before anyone else!
The Rise of the Smart Speaker
We’ve breached another new frontier in marketing. Thanks to the widespread adoption of IoT like Amazon’s Alexa and other smart speakers, a new channel has emerged and is rapidly picking up speed in the world of eCommerce: Voice-Commerce (vCommerce). Here’s a quick guide with all the stats and tactics marketers need to know to get a grip on the new technology, fast.
Forerunners & Followers
As more voice-enabled devices like Google Home, Echo Dots, and Apple’s recently released HomePod continue to pervade households, the rate of voice based purchases is skyrocketing. Forrester projects that by the end of 2018, 26.2 million U.S. homes will have smart speakers, spelling fortunes for online retailers.
What’s more, a report published by Juniper Research estimates that smart speakers will reach more than 55% of U.S. homes by 2022. With his residence completely integrated with Google Home, Redstage CEO Adam Morris says he’s “constantly witnessing improvements in voice capabilities from new commands to more accurate responses.” Considering the growing adoption rate and skill set of voice assistants, Morris says, “I believe voice is ready for eCommerce.”
Now that we can see the adoption curve, let’s dive into the implications from a search perspective.
The Heart of vCommerce
At the heart of the vCommerce movement lies our common frenemy, Google. Not only is Google now making all types of smart speakers to compete with Amazon, they’ve naturally gained dominance in the vCommerce search market. Remember, voice search did not exist before 2016.
To get an idea of how quickly the tech is taking over, heres some info from Kissmetrics: “Within 2016 alone, voice-based search went from zero to 10% of all search volume. Today, 20% of all searches have voice-based intent, and by 2020, ComScore estimates that half of all searches will be done by voice.”
“Today, 20% of all searches have voice-based intent, and by 2020, ComScore estimates that half of all searches will be done by voice.” –Kissmetrics
Say it again in your head… HALF of all searches… that’s real estate you can’t afford to miss out on. The fun game for the years ahead will be keyword planning for customer voice searches… but we’ll get back to that later on.
Here’s another one from Forbes: “Voice assistants are already being used to make purchases by 40% of millennials, with that number expected to exceed 50% by 2020.” So now you’re thinking, okay, great, more Adwords campaigns right? But wait! There’s more you can do to prep for this torrent of voice shopping.
Getting Your Share of Voice
Unapologetic marketing puns aside, here’s how to prep for vCommerce.
Step 1: Behavioral Analysis
Get your strategy team together and dive deep into your customer behavior segments. Which of your products are getting the most search traffic? What are your top sellers? What are the top products customers search for within your site?
Step 2: Search Out Loud
Think about what products you’ve personally searched for recently and how you found them. Brainstorm which of these products you’d order on a whim from your bedroom, your kitchen, your laundry room, or your entertainment center. Think about things you might search for while out at the store to compare prices, and things you could order from your desk at the office. More importantly, think about a product you need, like a refill on paper towels, and ask for it out loud. It’s likely that the way you ask for something aloud is different from how you search for it online. Saying “Alexa, order me more [Brand name] paper towels” is a bit different from typing “[Brand name] paper towels” in Google. Use this to your advantage.
Step 3: SEO Linguistics
Once you’ve tackled mobile-first SEO, start to rethink SEO in terms of natural language. Grab your smartphone or your favorite smart speaker and run some voice searches. What are the top results? Which of your competitors are showing up? What meta descriptions and keywords are they using? What phrases are their Google ads populating for? Think long-tail, because every customer is going to be asking for things a little differently.
If you’re new to this, “Long-tail keywords are longer and more specific keyword phrases that visitors are more likely to use when they’re closer to a point-of-purchase or when they’re using voice search. They’re a little bit counter-intuitive, at first, but they can be hugely valuable if you know how to use them.” (Wordstream) Retool your content for natural language and start ranking for voice searches as well as regular (manual-typing) searches. With this in mind, remember that voice searches are the ultimate gateway to impulse purchases. Take advantage of this, make some tweaks and test, test, test!
“‘The websites that will win…are incorporating (voice) search strategies for typers and talkers, alike,’ says Michael Peggs, Founder and Chief Content Creator of Marccx Media.”
Step 4: Get Local, Get Vocal, and Get on Amazon
According to Search Engine Watch, “Mobile voice-related searches are 3X more likely to be local-based than text.” This means, it’s time to boost your local search magnet. If you’re not using Amazon as a channel to sell more products, now’s the time to start, as Alexa is programmed to suggest products from Amazon automatically. Don’t miss the chance to have your product recommended by a customer’s favortite digital assistant.
Additionally, consider reminding your customers that they can find you via voice search! This simple announcement can make a better CX for anyone who’s not yet accustomed to using voice search. More importantly, if you have Alexa Skills for your store, you’ll definitely want to tell the world. Send your customers an email telling them how they can order their next product just by saying a phrase. The’re not likely to forget it. Don’t have an Alexa Skill for your store? Read on:
Step 5: Get The Alexa Skills Kit Get the Alexa Skills Kit and start creating voice-enabled Alexa skills. According to PracticalCommerce, the kit is “a collection of self-service APIs and tools that make it easier to create voice-driven capabilities for Alexa.” Not only will this allow your customers to make purchases simpler, but more importantly, as an accelerating number of retailers invest in the trend, more customers grow accustomed to using this pervasive technology.
To recap, 2020 is shaping up to be a critical year for vCommerce. The projections scream 50% across the board. By then, roughly 50% of U.S. households will have smart speakers. 50% of all searches will have voice-based intent. More than 50% of millennials will shop via voice.
While voice as a channel begins to enter the main stream, Morris notes that eCommmerce traditionally lags behind the latest trends and technological innovations. “We [at Redstage] talked about mobile becoming the next big change in eCommerce 5 years ago. The industry collectively lagged far enough behind that now mobile traffic has overtaken desktop and today many still aren’t properly leveraging it. Mobile conversion rates are still roughly one-third of desktop rates, another sign that companies across the board haven’t realized mobile’s full potential. I have a feeling voice will follow the same pattern, though hopefully at a slightly quicker pace with what we know now. We’re witnessing and projecting massive adoption, so we’ve got a few years before the industry becomes accustomed to using voice competitively. However, voice-commerce is an inevitability, and we should start preparing now just as we had to prepare for mobile.”
Now if you’re now thinking, “vCommerce is still on its way to maturity, so I have some time right?” Consider this tidbit from DigitalCommerce360, “A recent survey by SAP Hybris found that 38 percent of U.S. consumers would consider using digital assistants for their holiday shopping this year, a significant increase over the 17 percent who reportedly used voice devices for holiday shopping [in 2017].” If you’re looking for an edge this holiday season, this could be it.
Further Reading on Marketing in 2020
If you liked this article, you’ll also want to read, How All B2C Companies Should Be Marketing By 2020 for more disruptive insights.
Last week, Google announced the launch of mobile-first search indexing for a “handful” of websites. Although Google’s search engine won’t be giving priority to responsive sites until later in 2018, it’s time to prepare. Bookmark this page and subscribe for all new developments as Mobile-First SEO goes mainstream. For now, let’s dive into everything you need to know to get ready.
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It’s been said countless times, but mobile traffic matters. Every time mobile customers struggle to navigate your site, you’re losing money and market share. As recent studies estimate, over 55% of web traffic comes from mobile devices. Google affirms these numbers, saying “most people” are now searching from mobile.
Get Responsive, Fast
If your site isn’t responsive yet, it’s time to hop on the train. If the $2 billion racked up from mobile in Black Friday sales was any indication (especially considering the total for Black Friday online sales was $5B), your company better have a responsive site in development. The best way to ensure your SEO stays intact when the changeover occurs is to have your site completely mobile-ready in every way possible.
Mobile-First Ranking Difference
As Search Engine Land reports, “With desktop sites, Google said that content hidden in tabs, accordions, expandable boxes and other methods would not be weighted as high. But when it comes to mobile, Google’s Gary Illyes said content like this will be given full weight if done for user experience purposes. The idea is that expandable content makes sense on mobile and not so much on desktop.” While the leadership at Google expect mobile-first ranking to only have ‘minimal’ impact on changing current search results, sites who haven’t adapted properly may fall far from the first page.
As Tech Crunch reports, Google has publicly announced that, “Pages that already take advantage of responsive web design and implement dynamic serving don’t usually have to do anything to be ready.” However, while some sites have a mobile version, mobile sites occasionally hide content that’s found on the desktop version (think long product descriptions). If this is the case for your site, you’ll need to do some restructuring for a seamless transition. Your site doesn’t need to be completely identical across platforms, “but it should contain all the information users need to know about your business,” according to SEMrush. Providing as much content as possible, while keeping it fast and responsive seems to be the ultimate happy-medium.
How to Prep
So far, we already know that Accelerated Mobile Pages (AMP) will give your site an edge for ranking higher in mobile SERPs. Experts agree that while making big changes to SEO optimized mobile pages may be a daunting task (especially for ecommerce sites), they suggest implementing AMP to prep your Mobile-First SEO.
What We Don’t Know
How will Google index your “hamburger” navigation when it crawls your site? Will H1 and H2 tags be indexed the same on mobile and desktop so site UX can stay in-tact? Do certain photo-resizing methods give sites an upper-hand? How do mobile ads play into the new search rankings?
Flipping The Switch
It’s still unclear how exactly Google will initiate the switch-over. At the SMX West conference last spring, Google’s Garry Illyes said the new index will not come until search results are “quality neutral.” In a Google Hangout, Webmaster Trends Analyst John Mueller recently said Google might choose to switch-over batch-by-batch while others speculate there may be a day when Google decides to flip the switch for everyone. For now, however, it seems Google’s goal is to keep search results the as close as possible to how they appear today.
Jan. 19, 2018 — PracticalEcommerce confirms Google’s plans to make the speed of mobile webpages a ranking factor. Since “Shoppers Expect Speed,” this will be especially important for Ecommerce sites. The “Speed Update” is slated for July 2018.
See some awesome stats on site speed & mobile user behavior here.
Feb. 22, 2018 — SERoundtable reported today that Google plans to phase-in the next batch of sites to the mobile first index in the next few weeks! Google’s Gary Illys made the announcement yesterday at PubCon. Again, the company said they will hold true to their promise not to move your site until you are ready… But you are getting ready, right? Let us know if you need any help getting your fully responsive store up and running!
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