If you ask any of my Contentsquare colleagues how many clients we have going into the new year, most of them will reply, without a second’s hesitation: 600.
And they’re right: we did wrap up 2019 (our most ambitious yet in terms of new business) with a portfolio of 600 leading global brands.
But because we love numbers so much at Contentsquare — and because it’s almost Valentine’s day — let me share with you a much more exciting number: 12,000.
That’s the number of people behind those 600 logos who use our solution as part of the work they do every day. In other words, 12,000 individual relationships to nurture and sustain, or, if we’re being really ambitious (and we are), 12,000 reasons to keep the spark alive every day. Of course, these are business relationships, but they are still first and foremost human relationships. Some examples:
- We believe in investing in the right match. We only pursue prospects because we know we can provide value to their teams.
- In 20% of cases, it is our clients who recommend us to others in their network. Who in this world hasn’t met some of their best friends through other friends?
- “How likely are you to recommend us to your peers, on a scale of 0 to 10?” Ever heard those words before? It’s the famous Net Promoter Score survey question we’re always asking our users to answer, and we’re pleased to say ours hits best in class benchmarks. In other words; what you do matters. Doing what you say you will and becoming someone who can be counted on is what creates strong relationships.
I could keep going, but that is not the point. Let us focus instead on what really is at stake, here: how to create, improve, and renew meaningful engagement for these 12,000 users of our solution. If the answer seems obvious, that’s because it is. Yes, it’s true, for B2B as for B2C, the cornerstone of sustained customer engagement is (drumroll) a good experience — and ideally differentiated, experience.
One of the foundational pillars of a good experience is LISTENING to your customers. (which is an essential element of another one of our core values: Team Spirit). At Contentsquare we make listening to our customers a priority — we are constantly collecting feedback on our product and roadmap through individual or group sessions, we ask our clients what features they want us to prioritize, and we ask them to weigh in on our product positioning strategy. In fact, our clients are involved in every aspect of our growth; from the development of new functionalities to the strategic vision of the company. We believe alignment with our customers is crucial to our innovation agenda and future as a company.
The second pillar is CONNECTING our customers with their peer-based community. The most visible representation of this is our very active client community. Many of our clients will tell you they really enjoy and look forward to these recurring meet-ups and clubs, which are a chance for them to share use cases and best practices, or quiz their peers about the solutions that work for them and the challenges inherent to their industry.
The last pillar, ENGAGING, is also how we measure the success of our customer experience. Our most engaged clients are true brand ambassadors and sponsors, and you’ll often find them speaking alongside our CX-perts at conferences. They’re very giving of their time, they recommend us to their peers… with enthusiasm.
The last thing I’ll say about customer engagement is that it starts with every team being engaged with customers and their mission to create better experiences for their customers. Whatever our department, country, office, or role, customer experience touches each and every one of us and we all need to be — if not obsessed — deeply committed to delivering excellence in this regard.
Of course, no one is perfect and it’s important to remember: a good relationship is one that evolves, as each party changes and understands each other better. So yes, we will continue to challenge ourselves to keep listening, keep growing and keep improving to always be the best partner our clients need us to be, and in doing so, to keep the spark alive. 🙂
RSVP at [email protected]
How We Prepared for the 2019 Salesforce B2C Commerce Partner Demo Jam
The Salesforce B2C Commerce Partner Demo Jam is going down tomorrow, and we’ve been busy polishing our own live demo performance, and figuring out the best way to showcase our new and improved digital experience analytics platform.
Here’s a look at how we’ve been preparing to take home the Demo Jam crown…
What Sets the B2C Commerce Partner Demo Jam Apart
With participants having to do away with slideshows, presentations and videos, the challenge was how to create a condensed, 3-minute, to-the-point live demo of our solution.
If that doesn’t set the event apart, its setting and rules will. That’s because the Demo Jam is set up like a game show, meaning one team will walk away the winner.
The visitors are a live audience of approximately 80-100 spectators, as hungry for the next best thing as we are. We’re also in it to win it, so we can’t wait to square off with the five other partners, execution style.
Joking aside, we’ve been working up a storm in preparation for the Demo Jam.
How Contentsquare Prepared for the B2C Commerce Partner Demo Jam
We made sure key stakeholders from Marketing, Product and Sales were involved in prepping our performance.
At a tactical level, we launched an internal brainstorm, inviting the entire Contentsquare US team to ideate over pizza and booze — the best possible stimuli, of course. With so many great minds in one room, our brilliant Content Director recommended breakout sessions with 3 separate teams to streamline the collaboration.
What surfaced were 3 easily applicable concepts, and 1 winning idea that inspired a theme, script and the tapping of members from our Solutions Engineers, Digital Marketing and Client Success teams to creatively present the idea.
Building on Our Partnership with Salesforce
This event is critical to our partnership success with Salesforce, because it enables 3 key opportunities:
Exposure: elevating the visibility of Contentsquare to prime stakeholders is an evolving challenge, and Demo Jam is an event that is promoted by Salesforce to and by their teams, who strategically promote partner solutions to clients and prospects.
Competitive benchmarks: Demo Jam feedback and consensus are instant, relatively speaking. The Insight Link Partners ascertain from the event hosts and audience questions, and ultimately the voting results, is a useful indication of whether or not your presentation and use case value mapping is resonating with attendees and prospects.
Demand generation: Customers who watch the performance and are interested in learning more about partner solutions opt-in to receive info. Need we say more?
Our Unique Demo Jam Take
Our singularity springs forth from our platform. The Contentsquare solution visualizes data in a unique way, and can show any brand directly from its website view where customers are getting frustrated or stuck across the acquisition funnel and which content is encouraging conversions.
We display unique behavior and revenue attribution metrics directly onto the web page — which elements of content have a high Attractiveness rate, where visitors Hover and hesitate, what sections of the page drive revenue etc… Demonstrating this always brings the “oohs and ahhs.”
Why We’re in It To Win It
Aside from the fact that winning is universally fun, Contentsquare has powered Customer Experience insights for Salesforce customers like GoPro, L’Occitane, Crocs and the Gap, helping their team make data-driven decisions, innovate the experience and increase revenue. Winning the demo jam helps publicize how we can prove similar results for more of Salesforce customers who haven’t heard of us yet or are still considering how to best invest in their digital CX.
Closing Off on the Demo Jam
The Demo Jam prep was great fun, and helped align the entire team around a common goal. Everyone on the team has a unique take on how to best tell the Contentsquare story, and we wanted to bring all these perspectives together for this exercise. We also discovered hidden talents across the team — turns out we have a bunch of thespians and scriptwriters in the office! (As ever, we’re reminded that when good people come together, great things can happen.
Tune in to watch us go head to head with 5 other Salesforce partners during the webinar at 11 am.Dreamforce 2019: What We Learned at one of Tech’s Biggest Events
In retrospect, my first time at Dreamforce — a summit for innovation and cutting-edge technology — was much how I imagined it would be: a three-day techy delight party. Within an hour of landing, I noticed the groundswell badge-carrying, intentional session trekkers and got to key-note crashing.
Salesforce knows how to set a conference vibe with the ukulele opening performance, with horn shell blowing duos wishing attendees “a wonderful and blessed Dreamforce event.”
Salesforce Product Previews
Amid the sensory overload of DJspinning, Obama-stanning, and expo hall cacophony were some of the most exciting Salesforce product previews I’ve seen to date. Starting with enhanced capabilities to Einstein, a service cloud, the A.I. algorithm is now powering customer call centers with natural language processing to understand the context of the conversation, and surface the most relevant knowledge-article for the associate.
The pain this solves is reducing the hold time and consumer policy referencing, which enables Einstein to close customer cases 31% times faster. This cuts out 10 minutes in operation, making for workflow efficiency and overall better and faster work.
I was left most curious about the future of Salesforce’s new, custom-built, multi-channel CMS, as it highlights agility for digital teams to organize and sustain every aspect of their asset creation. This allows them to hone in on their viable potential to tailor connector integrations to bolster their capabilities.
Also exciting was the news rollout from Salesforce B2C Commerce LINK Marketplace, confirming that LINKpartners like Contentsquare would be transitioning to the AppExchange, an online marketplace for Salesforce apps, components and services that connects customers with a business’s solutions.
This will enable a deeper, more seamless deployment for customers, including ours. It is well in line with the Customer 360 mission, and underscores the substantial partner ecosystem investment they’ve made this year.
3 Tips for Future Dreamforce Attendees
Interested in attending Dreamforce? Here are the three tips I would give to Dreamforce novices moving forward to maximize time and energy onsite:
- Map your business and product objectives to the right internal Salesforce teams, stakeholders and sessions. There’s an app for that, which was fairly effortless to navigate and use to schedule meetups 4-6 weeks prior to attending. San Francisco has phenomenal eateries and coffee shops; take advantage of the opportunity to treat stakeholders for 30-minute syncs away from the pandemonium.
- (Dual) partner up: connect with mutual partner customer success teams to align on scaling integrations and for the best ways to measure and amplify results with joint-compelling narratives.
- Double down: Salesforce soldiers and their respective trailblazers are in full-effect at Dreamforce. Therefore, the best way to gain face time and address challenges live and direct is during the event where they are projecting motivation and building new-year momentum.
All in all, I left Dreamforce too blessed to be stressed, and easily more informed on how Contentsquare can extend the value of Salesforce solutions than when I arrived.
Digital CX We’re Thankful for: UX Lessons for Thanksgiving & Beyond
Thanksgiving is right around the corner, and as we near this precious time of family reunions, hearty meals and giving thanks for all of life’s blessings, we thought it would be fitting to call out another source of our gratitude: good digital customer experience (CX).
While gathering data is crucial to building a good UX — and we’re chock full of it — we thought it would be pertinent to get direct feedback from our lovely cadre of UX-perts through a VoC approach.
As such, we surveyed our own team members on some of the best digital experiences they’ve had and they responded with the websites and site features that they’re thankful for.
Let’s read about the kind of user experience that completes our Thanksgiving, and our daily lives.
What sites do you like to visit and are thankful for?
“I go to TechCrunch a lot. The way the site is designed and presented is easy to digest and view, as opposed to a regular news site. TheAwesomer is also a great site, not great-looking, but it curates cool stuff from across the internet, like news articles, product finds, Kickstarter projects, videos and more. Unlike Reddit, it’s not user submitted, so the quality is better. It’s filled with thumbnails.”
Greg Tessitore, Director of Digital Experience in Marketing
“Target, it’s super convenient and there are two stores that are in my path when heading home from work. ASOS has affordable clothes that are pretty diverse in the section. From beachwear to wedding attire, you can find it on ASOS.Nordstrom Rack has great sales on designer clothes. And when you order online or via the app, they often give you an additional 15% off already discounted items.”
Ebony Hester, Director of Demand Generation
“I’m thankful for Zara, Nordstrom Rack and Amazon, as they make shopping online rather easy, and I don’t feel the necessity to have to go in person to any store if I’m feeling lazy. I know what will fit me the majority of the time and the return policy/process isn’t an inconvenience.”
Ashley Ygarza, Sales Development Representative
“YouTube – I’m thankful for the beauty bloggers’ recommendations!”
Emily Cawse, Strategic Consultant in Global Services
“ESPN, Foot Locker, CNN. For content sites, I like to be able to understand headlines quickly and dive in quick. For retail sites, I want to be able to either locate what I want asap or have appropriate browsing options.”
Joseph Schaefer, SDR Manager
“Twitter. It’s easy to navigate and I love the content.”
Tito Javier, Sales Development Representative
What subscription sites do you like and why?
“Freshly.com — used the service and the ability to select meals, edit cart and pause the subscription, which was very intuitive and executable in a click or two.”
Marc Blum, Sales Director
“Birchbox + Careof. Prior to committing to either box, you have to fill out a questionnaire about your concerns and what you would like to implement in your self-care regimen that I truly like. The questions are well thought out and it makes you feel that the items you are getting are truly crafted for you. The packaging as well is very personable and I look forward to receiving them, let it be monthly (Birchbox) or when I finish my current supply (Care/of).”
“Curology; it’s easy to get around.”
“Spotify, because of its seamless experience across all my devices and more music than I could ever listen to!”
What brands do you think have mastered good CX and why?
“It seems like Amazon already has an idea of my preferences based on the product suggestions I get recommended to me on the homepage. Sometimes I end up adding unnecessary items simply because it’s within the category that I’m already purchasing and looks kind of cool /have not thought about buying it before. <span
I also enjoy how easy it is to get to their review section and depend on those heavily if I’m buying an unfamiliar product. Sometimes I go on and buy stuff just bc I’m in the mood to shop and they have everything – they make shopping kind of addicting.”
“Lush — I like the easy navigation and the ability to search box spend. Casper is just a clean layout. I like the social media UGC feed and that the pop up for additional offers is delayed just the right amount that you don’t feel bombarded.”
“Apple — you get what you pay for!”
“Foot Locker. I like the blend of lifestyle content and product pushes/CTAs.”
“Godaddy, because of the incredible customer support.”
Can you give us an example of a UX function or individual site element that provided a great experience for you? One that helped you or left you in awe?
“The Digital Panda, a DX agency. They built out cool animated bits on their “what they do” section of their homepage. Instead of having the title of each service and a small paragraph alone, they’re topped with an animation of pandas doing what the services offer — they’re animated descriptions. So I don’t even have to read what they do if I don’t have time; looking at these animations lets me know in a unique way.”
“Wayfair’s app lets you see their furniture in your own space with a 3D camera. It really helped when I redecorated my apartment last year, I had a graph paper floor plan with proper measurements but seeing how the furniture spacing would work in real life was awesome.”
Meredith Golden, Sales Director
“The filtering capability. Being able to drill down into exactly what I’m looking for without having to filter and then do an exhaustive manual search on top of it.”
“When Google populated my calendar appointments on to Maps.”
“Rio2rome.com. I like the functionality and predictability of being able to connect my travel journeys through a variety of transportation options.”
“I didn’t know what size bag to get, but the site offered a great comparison guide.”
“The Delta app is really clean and easy to use.”
“Paypal and Apple Pay, because of their rapid loads and mobile checkout capabilities.”
Harold Padilla Villa, Product Experience Manager
Do you know what you want to buy on Black Friday? What sites will you go to?
“I don’t really buy on Black Friday, it’s more of taking advantage of any sale. I’ll be on Wayfair, seeing if any of the couches go down in price. The couch I want is saved in my cart; it would be nice if they sent an email about this if there is a price drop, to show they’re paying attention.”
“Electronics from Best Buy, because of the name recognition and comfort with the brand.”
“Yes, luggage. Have been on Monos.com a lot and will buy from them. I really like their UX.”
“Definitely cleaning supplies or certain types of tech gadgets. Most likely Target and Amazon.”
“A Lumie sunrise alarm clock — I’ll be checking Amazon of course.”
“Yes, for Black Friday, looking to purchase a TV and possibly an instapot. I start my Black Friday shopping with a direct mail piece. Target is now taking over as the big gift guide book since the end of Toy R Us. After that I view the website to gather more details about the Black Friday Preview sales. I’m more looking forward to Cyber Monday for flight deals.”
NEWS: Contentsquare launches most complete experience analytics platform in industry
“I’ll probably buy some flights.”
NEW YORK, Oct. 21, 2019 /PRNewswire/ — Experience analytics leader Contentsquare today launches a major release of the most complete experience analytics platform on the market, helping brands to innovate based on customer behavior across digital channels.
Contentsquare now gives brands the ability to surface and quantify revenue-generating recommendations for experience improvements using artificial intelligence. Contentsquare customers can use these recommendations to immediately troubleshoot issues or innovate new ways to improve the experience. For example, teams can quickly understand the impact of changes to a web site or mobile app by comparing side-by-side the visitor experience over time or across split test versions.
This update to the platform is the work of a combined team of 170 innovators in R&D and product development who came together through the combination of Contentsquare and Clicktale, which was announced in July 2019. The teams have been working closely with customers to prioritize the use cases that drive the most return and upside for digital leaders across industries such as retail, travel, automotive, financial services and telecommunications.
The benefits to Contentsquare’s customers are huge. Armed with quantified alerts, the tool gives resource-stretched digital teams the ability to discover new growth opportunities to increase revenue, (worth up to nine times the revenue opportunity of fixing bugs). It also aligns the whole business around a single version of the truth with regards to digital customer behavior, with intuitive visualizations of macro behavior, and session replays for seeing behavior at the individual session level. As a result, teams can more quickly and confidently prioritize and execute on the experience changes that will mean the most for their business.
Feliz Papich, director of product management at Crocs, said: “Contentsquare aids our ability to innovate, giving us more room to do insight-driven experimentation with less risk. With the visualizations, we don’t have to make assumptions about the visitor experience, we can make enhancements based on tangible behavior. Contentsquare makes it easier for us to have the hard discussions about what to prioritize and implement to meet our big growth goals.”
Contentsquare’s new platform, available later this quarter, helps brands capitalize on the fact that consumers who receive a better customer experience spend up to 140% more than when they receive a poor experience (Harvard Business Review). It also helps brands operate more like best-in-class digital businesses, which can have 2-3x the lead generation and sales conversions versus the average according to Contentsquare insights.
Jonathan Cherki, founder and CEO, Contentsquare said: “At Contentsquare, we envision a world where every digital interaction is used to create better experiences and improve the quality of people’s lives. Traditionally, the barrier to turning that vision into a reality is that brands have been in the dark when it comes to understanding specifically how to design the experiences their customers will love and want to use again and again.
“With our technology, though, we are empowering brands with unique behavioral insights to create better experiences — and connecting those improvements more directly to the upside they drive for their business and for their customers.”
Summer is officially upon us and — never ones to skip a beat, we’re taking to the road to spread our UX-pertise far and wide. Our team of experts is hitting the road to a city near you to help improve your digital strategy to the max. Our roadshows take a results-oriented approach to digital experience, with a focus on Digital Happiness (which, by the way, you can measure).
Why? Because we live in an age of experience, and brands today are competing on their ability to deliver experiences that meet (and exceed) the needs and expectations of their customers.
Disjointed experiences, counter-intuitive navigation, in-page frustration, a lack of transparency — a poor site experience is bad news for brands in a world where there are no second “digital” chances. On the other hand, seamless journeys, headache-free paths to conversion and value-adding content are the hallmarks of a successful customer experience.
So — how exactly do you build standout digital experiences that keep visitors happy (and converting)? How can you make your site or app work harder for you? What tools can digital teams use to gauge customer bliss and encourage engagement?
We’ll be discussing all this and more. But we don’t just speak on creating amazing experiences — we put our money where our mouth is — we create them.
So join us in one of four fabulous locations for insights, happy hour, networking and advice customized for your vertical.
Let’s take a look at what’s in store:
Digital Happiness Roadshow: Dates, Info & Why You Should Attend
July 18th, 6:30 – 8:30 pm
The show in Denver (along with the one in Philadelphia) kicks off the Roadshow. We’re starting with a bang, with the show set for Mile High Spirits, a lounge best known for its live music and patio games. If the craft cocktails and light fare don’t fill you up as much as you’d like them to, you won’t even need to walk far, as food trucks line this trendy space. Also, if you love modern distillery and spirits, stay around for some info on how to snag a spot at their distillery tours.
July 18th, 6:30 – 8:30 pm
In Philadelphia, our roadshow will take place in a historic meeting place — the Philidelphia Distillery, which is the state’s first spirit distillery since the end of prohibition. The meeting place itself was once a factory, a key marker during the state’s industrial revolution. The transformed the 13,00 square foot space was later transformed into a retail store, bar and tasting room. Come for the UX teachings. Stay for the spirit craftsmanship.
July 23rd, 6:30 – 8:30 pm
In Atlanta, our roadshow will leave you shouting from the rooftops — perhaps literally, as it’ll take place in SkyLounge, a world famous rooftop lounge and event space. Here you’ll get to enjoy craft cocktails and gander at incredible views of the ATL. The lounge sits atop the historic Glenn Hotel, situated in the heart of the Centennial Park District, known for being a hub for business and entertainment. There’s no better place to imbibe the sprightliness of the downtown district.
July 25th, 6:30 – 8:30 pm
We’re hosting our Austin roadshow at Maggie Mae’s, an iconic “bar” that screams Austin. As you can see, we use the word “bar” loosely, as the venue boasts over 15,000 square feet of event space, 7 bars, 3 stages and is steps away from major hotels. It’s anything but boring — the perfect space for a memorable UX lesson.
In this iteration, we’re partnering with Brooks Bell, a provider of analytics, A/B testing and personalization consulting for enterprise brands. Like yours truly, this company helps with website optimization and has a unique approach to obtaining it.
See you there!UX International Map Lessons: Product Page Optimization
Welcome to the second installment in our 3-part series on the Global UX Map, the result of our extensive research into digital trends and browsing patterns from across the world. This insightful series is a surefire way to improve your user experience (UX) and boost your digital marketing efforts. In this chapter, we will be focusing on product page optimization.
If your marketing tactics are successful enough to impel users to land on the product page — or if they clicked into it by virtue of their own interest, that is magnificent news. It means your advertising, SEO and content campaigns were competent enough to push users to the page where actual purchase decisions are made. But getting visitors onto the product page is not enough and certainly doesn’t guarantee conversions.
Like your homepage, blog and other site pages, the product page must keep visitors engaged and digitally happy to encourage them to buy. But if there’s one thing we all know about user experience, it’s that one size most definitely doesn’t fit all. And when you have a global patronage — or are seeking to break into the international market — taking into account the needs and expectations of your local audiences is key. UX Analysis Methodology
As you’ve learned in our previous UX map lesson, we drew our insights from analyzing over 35 million visitor sessions from January through February 2019, on 11 luxury websites in 7 countries. This adds up to 150 million pageviews and 3 billion clicks.
The 7 countries from which we extracted data on the product page are the US, UK, France, Germany, Italy, China and Japan. By analyzing how visitors in each of these countries interact with the various elements of the product page, we were able to understand what works and what doesn’t, and where brands should focus optimizations to drive maximum engagement.
Visitors In China Most Engaged With the Product Page
While studying the user behavior on the product page across the 7 countries, one country in particular stood out due to its heightened engagement. Consumers in China clicked and scrolled between 1.5 to 5 times more than those in the other 6 countries we surveyed. They also spent more time on the page (25% more than the global average), avidly consuming both informational and visual content.
In fact, the data makes known that users in China often research a product extensively before adding to cart, navigating through many elements on the page, and generally consuming more content than visitors in any of the other regions we looked at.
They were particularly engaged with the product description, clicking on it over 23% more than their global peers. They were also far more interested in the shipping and returns description, with a click rate higher than other countries by over a heaping 95%. With many brands selling exclusively online, shipping costs are often an expensive and unavoidable expense, explaining this extra attention.
Visitors in China also spent much more time viewing product images than their international counterparts, and were 50% more likely to click on the first product image than their global peers — an upward trend that continues onto the following images.
Product Delivery and Shipping Descriptions: Vital in Japan
Descriptions on the product page go a long way to reassuring shoppers in general, as does clear information on shipping and returns. This is most discernible in Japan, where mobile consumers are often reluctant to make a purchase before reading all the information about a product of interest, including its shipping and returns policy.
In fact, the click rate on the product description is 47% higher in Japan than in any of the other regions we studied, and the click rate on the shipping and delivery info, 48% higher.
The US and UK Have a Stronghold on Customer Trust
Visitors in the US and UK spend less time interacting with the product page. In both regions, product visuals receive 22% fewer clicks on the first product images and 53% fewer ones on the third click, compared to global averages.
The scroll rate on the product page in the US and UK is also lower than the global average, coming in at 53% versus 56% for the rest of the world. The click rate on the textual content is also considerably smaller in the US and UK than in the global average.
Precisely, the click rate on product descriptions sits at about 4.1%, versus a 4.5% global average. Meanwhile, the click rate on the shipping info in the US and UK is roughly 0.5%, while globally it’s at 0.7%.
With truncated engagement on the product page, visitors from the US and UK clearly have less time in their customer journey to take in the content on this page. Instead, they make hastier decisions, so you have to catch their interests quicker than those from the other European and Asian countries. If you do, you will earn their trust, proven by their quicker conversions, which occur without skimming through visuals and reading content that’s further down the page.
Visuals Take Priority in Germany and Italy
Chinese visitors on product pages aren’t the only ones captivated by visual content. Much like these constituents, visitors in Germany and Italy also show high levels of engagement around product images. These visitors click 7% more than their global counterparts on the first image, 6% more on the second and 28% more on the third on all devices.
Visitors in Germany also have a favorability towards the product description, clicking on this element 11% more than the other countries surveyed. As such, this element is crucial in their customer decision journey. A product description may compel or dissuade these users from making a purchase, so assure that your product descriptions are up to par, being both informative and marketing-friendly to convince your German audience to buy.
Product Images in Relation to the Product Page for Visitors in France
The use of the product page in France can seem to be contradictory — giving the impression of both a low and high engagement of the page. Visitors in France are much less engaged on virtually every element on the product page, with fewer clicks on product descriptions, shipping info and images, coupled with shorter session times.
However, despite a low session time and engagement with these elements, shoppers in France total in a 60% higher time spent on page than the other 6 countries. This discrepancy relays an audience that is not as interested in content related to the product so much as interest in the product itself.
As such, these users shouldn’t be disregarded; they are still good candidates for conversions, but they must be interested in the product from the get-go, so you should use other marketing channels to promote your products, so by the time shoppers arrive at your product pages, they’ll be interested enough to convert, or learn more.
Refining the Product Page for a Global Audience with UX Recommendations
Product page optimization begins with making the right changes or additions to your product pages across its global editions. No matter how optimized your product page appears to be, remember that it won’t be received in the same manner globally. Here are several data-backed suggestions on product page optimization from a globally-oriented perspective.
For US and UK visitors, opt for simplicity; there is no room for clutter for the least engaged duo in the product page. Align your text and images with a minimalistic style — nominal text, low interactions, large images and as little scroll as possible. The goal is to create a quick and easy consumption of the page. Don’t both laying out a shipping policy, as users from these countries are accustomed to cheap shipping and free returns.
The UX optimization of the product page on your Chinese site is in direct opposition to the US and UK, since users there are much enthused about content on the product page. Since users in China are prone to scrolling, design your page with a vertical interface. You can rest assured that loading your product page with content will stimulate high engagement. Feel free to add affiliate links, reviews, images, descriptions, articles, etc. You should pay close attention to the product and shipping descriptions since there is high engagement there. Visitors in China are less certain on shipping, so give them cost-efficient options. For more slider engagement, speed up your load time; it is notoriously slow in China.
Much like China, the consumption of product and shipping descriptions is also high in Germany and Italy, particularly on mobile. Posit your product in the best possible light in these descriptions and provide all the relevant info on them, as visitors in Germany and Italy are inclined to read them. Make sure they are easy to access on mobile.
Since product imagery has a decent performance in Germany and Italy, don’t be scant in your product images on your site in these countries. Include at least 4 product images per product page. To ensure slideshow images are seen, implement visible arrows on the slideshow. While both countries are fans of images, visitors in Germany prefer horizontal navigation in the carousels, while Italians favor the vertical variety. Don’t forget to add a zoom function on your images.
Since users in France have a rather contradictory behavior on the product page — a long time spent on the page but few interactions with individual elements, you have to optimize accordingly. This may appear challenging, but luckily, there is a way to maintain a balance between few interactions and high consumption. To achieve this balance, insert a summary of the content above the fold with anchors that steer users further down. A long time spent on page means that these users are willing to consume it, so long as they don’t scroll.
Optimizing the Product Page
As there is no marketing “one size fits all” strategy, the same should be applied to your globally existing product pages. As our UX map findings show, browsing behaviors vary from country to country, and it’s enlightening to be able to identify and sort them into different global localities. Localizing the user experience begins at understanding what needs to change and which areas of the UX require the most attention. To capitalize on this localization, you should continue studying user behaviors through unique metrics like scroll rate, time spent on element, conversion rate per click and more.
The Global UX Map: Menu, Search Bar and Slideshow Usage Around the World
Digital marketers, website developers and ecommerce businesses from far and wide: welcome to a 3-part blog series constructed from our Global UX Map — an in-depth report on digital customer behavior from around the globe.
While we strongly recommend you download our UX map, which offers a wealth of data-backed insights on how worldwide site visitors browse websites and interact with specific pages/ in-page elements, this series will condense some of these topics for a more organized, topic-based read. As such, this series is set to help you increase your ecommerce conversions in a more focused way.
In this round, we’ll illuminate our recent findings on the menu, search bar and slideshow usage through a global lens, and provide tips on how to optimize these elements to cater to your international or US-based audience.
UX Analysis Methodology
We ran our UX analysis on over 35 million visitor sessions from January and February 2019, on 11 luxury sites in 7 countries. This rendered 150 million page views and 3 billion clicks.
We observed visitor interactions with the menu, search bar and slideshow starting domestically, in the United States. Our international analysis gathered data from 4 European countries: France, Germany, the UK and Italy. Additionally, we studied the UX in 2 Asian countries: China and Japan.
The aforesaid UX elements we studied all exist on homepages, so this post will discuss the top-priorities for the homepage in particular. These 3 UX elements all point to critical visitor mindsets — determined if they leverage the search bar, seeking inspiration from the slideshow, or methodically browsing the menu.
The Attractiveness Depends on the Device
The menu, search bar and carousel have varying levels of attractiveness depending on the device, and visitors engage differently with these 3 UX elements on mobile and desktop.
Desktop visitors, for example, are more likely to engage with these features than their mobile counterparts, except in the UK. There, mobile visitors clocked in 7% more interactions with the menu, search bar and slideshow combined than desktop users.
In all other countries, except China, mobile yields 20% fewer interactions with the menu, search bar and slideshow. In China, this lowered attractiveness is compounded, with mobile driving 70% fewer interactions than desktop.
Per these findings, you should expect more usage of all 3 UX elements on desktop, and you should be thinking about ways to efficiently and seamlessly guide customer journeys on mobile.
The Slideshow: Not Getting Much Love from the US and Italy
The click rate on the menu, search bar and slideshow differs from country to country; some regional audiences are much more likely to click on these top homepage navigation elements.
France has the highest combined click rate on all three of these elements on desktop (see above), while the UK has the highest click rate on these elements on mobile (49%).
Users in the US, however, are not so click-happy when it comes to these top homepage elements, as they average in the lowest click rate of all the countries surveyed on desktop, roughly 43%. The US also holds the second lowest click rate on mobile, at 33%, only to be outdone by China, which has the lowest click rate on mobile, with only 13%.
As for the slideshow, visitors in the US and Italy show the least interest in this feature. The US has the lowest slideshow desktop click rate, at only 3.7%, followed by Italy, at 3.8%. Across all the countries we studied, the slideshow and the search bar received the least amount of interactions, with the menu coming out on top.
Visuals are a Big Engagement Driver in China and Japan
Visual elements are a crucial ingredient of a good UX in China and Japan, as they produce the most engagement and fastest time to first click. Indeed, visitors in China and Japan are among the first to click on the slideshow. Japan proves that images rule, with the shortest time to first click — 87% faster than the global overage. The time to first click in China is 28% faster than that of the other countries.
While the slideshow is well-received by visitors in Japan and China, the search bar and menu don’t forge a good UX for these audiences, especially on mobile. These 2 site elements garner less interactions within these countries due to their complex writing systems. These elements are ill-adapted to Japanese and Chinese and it shows in the data, particularly in China, where the menu has 74% less engagement and the search bar 60% less than in the other countries.
The Search Bar and Menu: Successful in the UK
Unlike visitors in Japan and China, those in the UK are much engaged with the menu and search bar, as they depend on it more than any of the surveyed countries. Certain in what they want, this audience is eager to find the quickest path to product.
Opposing the UX in Japan and China, the search bar is crystal clear to UK visitors, who use it roughly 45% more than the users in all of the other countries we surveyed. Mobile visitors in the UK also dominate in menu use, and are 50% more likely to rely on this feature than anywhere else.
Specifically, the UK click rate on the menu comes in at 38.3%, the highest out of all the countries on desktop. Its click rate on the search bar is also the highest, at 6.7%.
The Menu Reels in the Best Usage in France and Germany
The menu is the most preferred navigation element in France and Germany, which reels in over 15% and over 11% higher engagement, respectively. Visitors in the UK and Italy are also highly reliant on the menu, while Chinese and Japanese visitors rarely use this function.
With a much heftier use of the menu in Europe, you ought to capitalize it by making it adhere to a clear, visual hierarchy. But it should also have an air of simplicity to maintain its good results for these countries.
More Formulated UX Tips from our Data on a Country Basis
Here are a few more tips we extracted from our data assembly:
Visitors in the US, UK and Italy are determined in their browsing and are looking for the shortest, most direct path to the product. So there’s no need to cram the slideshow. Instead, feature a highly visible, sticky search bar on mobile. This will assure that no matter how far down these global users scroll on the homepage, they’ll have an omnipresent shortcut to the product. Make sure this UX element is fully optimized: enabling an autocomplete function for all search queries will also appeal to this audience.
A general deduction of the European countries we examined is that visitors in these countries are highly engaged with the menu. Optimize it for desktop with a hoverable dropdown feature for ease of use. On mobile, a hamburger icon is a popular, quick menu access solution.
Accentuate the bestselling items on desktop and create a shortlist of recommended products and product categories. Another great UX strategy is to suggest content based on searches such as blog posts, videos, etc. This also presents a solid internal linking opportunity — not all of your content will be stumbled upon by SEO.
Remember, audiences in China and Japan interact heavily with visuals. Go bold with the slideshow: meld in dynamic content such as standout colors, videos and inspiring images. Use product links on the slideshow to lessen the path to purchases. Each image does not have to be bound by one product link.
Since the use of the menu and search bar is low in these countries, add a sticky navigation bar, so it stays in your users’ site even as they scroll down the page.
Optimizing Navigation UX
That does it for our findings on the usage of the menu, search bar and slideshow across 7 countries. It’s time to start tailoring the UX of these site elements in line with the expectations of your local audience.
Localizing the user experience is not simply limited to applying the language of the country your website is tailored for. Brands that can localize the experience in accordance with user expectations and habits will be well poised to improve retention and conversion rates, allowing them to conquer international markets.
Contentsquare and Monetate Bridge Customer Experience Gap Between Brands and People
NEW YORK, LONDON & CANNES, France–(BUSINESS WIRE)–Contentsquare, a leading digital experience insights optimization platform today announced its partnership with Monetate, the worldwide leader in personalization for UX and customer experience optimization.
This strategic partnership enables global brands to deliver better personalization, experience stronger ROI and improve the lifetime value of customers. As for the 73% of consumers who feel brands fall short of expectations when delivering a personalized experience, this collaboration closes this gap.
“The partnership between Contentsquare and Monetate opens up exciting possibilities for brands who understand the retention and revenue potential of contextual personalization,” said Jonathan Cherki, CEO and Founder, Contentsquare. “By activating individualized journeys based on a visitor’s context and goals, brands will connect with customers in a way that sustains competitive advantage.”
International Brands like Clarks and Dreams Benefit from Contentsquare-Monetate Integration
With the majority of North America and UK consumers (63%) expecting personalized experiences,* the main challenge for brands is often a technical one. Our research shows data architecture emerged as a top challenge, preventing businesses from meeting or exceeding revenue goals. By combining Contentsquare’s unique ability to understand digital behavior and identify challenges and opportunities within a consumer’s online experience with Monetate’s programmatic personalization engine – the only solution bringing actionable insights into one platform – brands can save time and resources, recognize new revenue and build a lasting relationship with consumers.
Global footwear retailer Clarks and popular mattress retailer Dreams currently benefit from the Contentsquare-Monetate collaboration. For giant brands like Clarks, the technology implementation is a seamless, behind-the-scenes integration that advances how their ecommerce businesses operate to improve the online customer experience.
“Both the frequency of our testing and the success of our personalization efforts improved since adopting Contentsquare alongside Monetate. With Contentsquare, we can quickly identify sub-optimal visitor behavior and areas of focus,” said Andy Rayner, UX and CRO Manager at Dreams. “It’s refreshing to have a complementary suite of market-leading technologies which enhance each other.”
“Contentsquare plays a huge role in helping Clarks improve our checkout journey, reduce abandonment and increase on-site conversions,” said Andrew Brimble, Lead Performance Analyst, Clarks. “Like most ecommerce teams, a key challenge for us is knowing where to focus and prioritize, and with the Monetate integration, we’re able to see and take action on this faster.”
“Monetate’s collaboration with Contentsquare allows us to close the loop for brand marketers by allowing them to spot challenges and opportunities faster, act on them faster, and continuously evaluate their campaigns to make incremental gains in their marketing strategies,” said Stephen Collins, CEO, Monetate. “Together, we’re able to help consumer brands around the world overcome common speedbumps in realizing greater ROI and stronger customer relationships.”
Key Benefits for Brands & their Customer Experience
- Personalize at scale: Understand why customers are behaving the way they do to individualize the experience in real-time.
- Prioritize your personalization strategy: Identify your biggest UX opportunities within minutes, uncover new areas for personalization and leverage data to focus campaigns.
- Create more uplift: Gain insights into which campaigns perform well and which do not, and activate new experiences based on customer intelligence.
Monetate and Contentsquare have been strategic partners since 2018. In less than a year, dozens of retail, travel and hospitality brands across key markets in the Americas, Europe and APAC are improving their CX and bottom line through this collaboration.
To meet with Monetate and Contentsquare at Cannes 2019, visit: https://get.monetate.com/monetate-at-cannes-lions/Why Our Turnkey Salesforce B2C Commerce Integration Is A Game Changer For E-Commerce Experience Makers Everywhere
Today we give our clients the ability to quiz their digital properties about customer engagement and turn these answers into visual UX cues that can be leveraged by anyone on the digital team. The natural next step in democratizing data for all digital experience makers is to make our specialized metrics available where they can have greater reach and more impact — right in a team’s eCommerce dashboard.
That’s why we’re thrilled to be joining forces with the world-class Salesforce B2C Commerce platform, and giving brands a shortcut to our solution through the Salesforce LINK Partner Marketplace. Now, teams using Salesforce B2C Commerce can directly access our exclusive KPIs to understand the fastest ways to increase conversion, revenue and overall digital happiness.
By adding Contentsquare to your Salesforce B2C Commerce, you can understand what’s driving your conversion numbers, run meaningful A/B tests, measure the ROI of creative content, and make the most of your acquisition spend. And you can do this across your entire ecommerce team, day in and day out.
Insights For All (Or, No More Optimizing In The Dark)
A doctor wouldn’t prescribe drugs without knowing what was wrong with their patient. And you wouldn’t dream of putting on makeup in the dark. So why do so many UX improvements still stem from something as error-prone as instinct? Or from click data that assumes all customers have the same intent, needs, and goals across all web sites? Or from an analysis not readily accessible to those making the decisions?
Customers are telling you what they expect from your specific brand’s site or app experience with every click, scroll, or hover. Our solution captures all these interactions and translates them to a language anyone can understand. This means you don’t need to rely on analysts to crunch the numbers for you — from eMerchandising to art direction, everyone can access the same clear insights into which actions need to be prioritized.
Our integration with Salesforce creates a shortcut to these insights inside your eCommerce platform. No need to see experience-building and experience-improving as two separate things — now your team can improve continuously inside one system, and reduce speed to optimization.
Because our one-click insights come in a format that is digestible and makes sense to everyone, your team can quickly agree on priorities and be confident in their impact. By understanding what your specific customers want from your brand, your team can create a unique brand experience that is relevant to customers and rewarding to your bottom line.
Digital Happiness: There’s A New E-Commerce KPI On The Block
Many psychologists will tell you that being understood is even more valued than being loved. And value is exactly what brands are expected to bring to the table today. Knowing where your customers exit and whether or not they convert is interesting. But knowing why they left and why the journey didn’t end in a purchase is actionable.
That’s why we analyze all mouse movements, including Hovers and Scrolls, and why we’ve developed unique metrics such as Attractiveness and Conversions Per Click; we take into account how consumers engage with all your content to give you a richer understanding than a simple page exit rate ever can. When you consider that over 50% of content never gets viewed, you realize the depth of the gulf you have to cross to establish an emotional brand preference that results in sales, margin and loyalty.
The digital trailblazers at GoPro have already been leveraging the power of our next-gen analytics with Salesforce B2C Commerce with great success — with results such as an 80% increase in conversions.
With storytelling such a huge part of GoPro’s offering and of the GoPro.com experience, the brand has a vital need to tell a rich digital story while encouraging direct-to-consumer conversions. For everyone’s favorite lifestyle brand, that meant enriching the experience with bold, brand-relevant content in a way that also positively impacted the ultimate sales.
Supercharge Your eCommerce With Turnkey Integration
Right now there are more than 350 brands who regularly rely on Contentsquare insights as a part of their workflow. Today you too can access this level of customer understanding in Salesforce B2C Commerce in a few clicks. We look forward to welcoming you into our community.