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Refining Site Search To Meet Your Company’s Needs

IRCE Presentation - 2012

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Presentation for IRCE 2012. 6/7/2012, Chicago, IL

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Page 1: IRCE Presentation - 2012

Refining Site Search To Meet Your Company’s Needs

Page 2: IRCE Presentation - 2012

Chris ReighleyDirector of eCommerce

@chrisreighley

#irce2012

Page 3: IRCE Presentation - 2012

Key Points

• The ability for customers to find what they are looking for is a key indicator in customer satisfaction.

• Site search needs to start before your customer gets to your site.

• Your customers are searching for more than just product. Include content in your search results.

Page 4: IRCE Presentation - 2012

Over 300 Over 300 Billion Billion Emails Emails are sent are sent every dayevery day

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Over 19 Billion Over 19 Billion Text Messages Text Messages are sent every are sent every dayday

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On average, 4.7 Billion On average, 4.7 Billion searches are done on searches are done on

Google per dayGoogle per day

Source: Google Annual Search Statistics. 2011 Statistic Brain http://www.statisticbrain.com/google-searches/

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““Findings indicate that 80% Findings indicate that 80% of consumers’ shopping of consumers’ shopping

decisions are made before decisions are made before entering the store…”entering the store…”

•Merchant Mechanics, Inc.Merchant Mechanics, Inc.

Page 8: IRCE Presentation - 2012

The ability for customers to find what they are looking for is a key indicator in customer satisfaction.

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Customer Satisfaction

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Tips

• How many facets?

• How should I order facets?

• Text or visual facets?

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Stats

• No Search Results = DEATH.– 71% of the time, if a customer gets a

NO Result Page – they leave.

• Relevant Search Results are KEY.– 41% of the time, if a customer gets

results that they feel are not relevant – they leave.

Source: Foresee Results Workbench for totes-ISOTONER.com. May 2011 – May 2012

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Site search needs to start before your customer gets to your site.

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Keeping Your Customer Happy

A Customer Has To Find You First

Then they need to find the stuff they are

looking for

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http://shop.totes-isotoner.com/accessories/<KEYWORD>

Site Search is an SEO Strategy

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Category Page (Bottom)

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Product Detail Page

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Key Elements for SEO Success

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11

22

33

44

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Data on SEO Value

• During the 2011 Holiday, Site Champion pages represented 8.33% of Pageviews.

• Site Champion Index Value was 712% above site average.

• The average value of this page or set of pages. $Index is (Ecommerce revenue + Total Goal Value) divided by Pageviews for the page(s).

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Your customers are searching for more than just product. Include content in your search results.

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Integration of Social and Content

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Social Content

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FAQ Content

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Chris ReighleyDirector of eCommerce

@chrisreighley