Tag Archive for: reviews

What factors contribute to a good user experience in an online shop

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Estimated reading time: 4 minutes

  • What are factors that contribute to a good user experience of an online shop, website, or app

  • Intuitive navigation

  • Usability / Responsive design

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  • Trust and Security

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What factors contribute to a good user experience in an online shop

  • Intuitive Navigation:

    • Clear and easy-to-use navigation menus.
    • Logical categorization of products for effortless browsing.
    • Search functionality that quickly leads users to desired items.

  • Responsive Design:

    • The mobile-friendly layout adapts to different devices.
    • Consistent user experience across desktop, mobile, and tablet platforms.
    • Fast loading times to prevent user frustration.

  • Informative Product Pages:

    • High-quality product images from multiple angles.
    • Detailed product descriptions, including specifications and sizing information.
    • Clear pricing, availability, and shipping details.

  • Efficient Checkout Process:

    • Streamlined and user-friendly checkout flow.
    • Multiple payment options for convenience.
    • Transparent pricing with no hidden fees.

  • Trust and Security:

    • Secure payment gateways to protect customer data.
    • Visible trust signals like SSL certificates and secure checkout badges.
    • Clear return and refund policies to build trust with customers.

  • Personalization:

    • Tailored product recommendations based on user preferences.
    • Customized shopping experiences for returning customers.
    • Personalized communication through email marketing or account features.

  • Customer Support:

    • Accessible customer service options like live chat, email, or phone support.
    • Comprehensive FAQs and self-help resources.
    • Prompt responses to customer inquiries and issues.

  • Social Proof:

    • Customer reviews and ratings for products.
    • Testimonials and success stories to build credibility.
    • Social media integration for sharing and engagement.

  • Accessibility:

    • Compliance with web accessibility standards for users with disabilities.
    • Clear and readable text with appropriate color contrast.
    • Keyboard navigation and screen reader compatibility.

  • Feedback Mechanisms:

    • User feedback surveys to gather insights for improvement.
    • Ratings and reviews to encourage customer engagement.
    • Continuous monitoring of user behavior through analytics tools.

By focusing on these factors, an online shop can create a positive user experience that enhances customer satisfaction, encourages repeat business, and drives sales and growth.

What factors contribute to a good user experience in a mobile app

  1. Intuitive Navigation:

    • Clear and easy-to-use navigation within the app.
    • Logical placement of menus and buttons for seamless interaction.

  2. Responsive Design:

    • A mobile-friendly layout that adjusts to different screen sizes.
    • Consistent user interface across various devices for a cohesive experience.

  3. Performance Optimization:

    • Fast loading times to prevent user frustration.
    • Smooth transitions and interactions within the app for a seamless user experience.

  4. Personalization:

    • Tailored content and recommendations based on user preferences.
    • Customizable settings to enhance user engagement and satisfaction.

  5. Accessibility:

    • Inclusive design for users with disabilities.
    • Clear and readable text, appropriate color contrast, and accessible features.

  6. Security and Privacy:

    • Secure login processes and data protection measures.
    • Transparent privacy policies and user data handling practices.

  7. Feedback and Support:

    • Easy access to customer support or help resources.
    • Feedback mechanisms for users to report issues or provide suggestions for improvement.

By incorporating these factors into the design and functionality of a mobile app, developers can create a positive user experience that promotes engagement, satisfaction, and loyalty among app users.

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Consumer reviews authenticity

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Consumer reviews authenticity is really important factor to build your business and consumers’ trust.
The below infografic from Baazarvoice presents very interesting data.
Simply it is better not to hide controversial or negative opinions than delete or hide them.
It is a business and sometimes it is so difficult to be prefect.
There are also some local legal regulations that don’t allow hiding such opinions or reviews like in European Union.
The US market is different. You can do what you want but the below data present that in long term it is not good for your business.

Consumer reviews authenticity

Consumers are more and more educated, knowledgeable. They use forums, portals, specific social media networks for sharing opinions. They also look for the trustworthy sources before they buy anything – like Amazon reviews, Angie list and others.

Consumers even want to see some trusted marks on websites or online shops like Trustedshops, BBB.org, Rzetelna firma (Polish) or others.

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Negative feedback is positive

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Negative feedback

is positive

– Urszula Urban

Estimated reading time: 4 minutes

Today, I read an interesting article on HBR  about negative feedback.

I don’t want to copy their thoughts, but I want to add my own.

Negative feedback

We are afraid of negative people, negative feedback, negative emotions, etc. I see it as a “positive trend” that it is not always positive and good for us and our businesses. Of course, there is another trend in social media and online media overall – haters- people who hate everything, comment with anger, envy, etc. We can easily find such examples in our world.

On the other hand, we forget about constructive criticism, which brings development and changes our world in a positive way. All inventions come from a critique of a lack of some needs, fulfillment, and dreams.

I don’t think about the straight critique of people’s work, talents, or traits that can damage a fragile person and stop their development. It has to be done in a very discreet way. Everybody is unique in their skills, talents, and experience. We have to respect each other but also constantly develop our skills. Young people should learn it especially. The competition is increasing. They have to compete with all global generations with similar skills and possibilities.

I think about the critique of company processes, customer service, and products.

Business consultancy is similar: we examine a company’s issues, analyze them, criticize them, and recommend solutions.

Our customers are our consultants very often. We forget about it.

Recently, I had a B2B client who lost 70% of his customers. Of course, he wanted to know why.

After small talks with his team, I learned that all his team members knew about this change half a year before their customers left. Can you imagine?

And they didn’t do anything to stop or find out why. The employees thought their services/products were too expensive compared to the competition. But they didn’t ask their customers straightforwardly if they were satisfied.

This is why it is a positive act if your company gets direct critique or feedback.

You can simply change something faster or prepare yourself for changes ( if they are long-lasting, like a needed investment). If you can help them and solve their problems, you can attract loyal customers.

If the company’s employees I described before shared the information and knowledge with their boss, they would prevent losing 70% of customers rapidly. Maybe they could change their products, price list, internal processes, prepare themselves for new ones, or postpone their leaving. You can imagine how difficult it is to get new customers, how costly it is, and how time-consuming it is in B2B service.

After my analysis, we found that not only was the price too high, but it was also the main issue.

There were other issues:

  • lack of flexibility in solving issues

  • poor customer service – answering after 24 hours; lack of pleasant atmosphere and simply chatting that customers needed

  • lack of regular reviews of customer portfolio: most profitable customers, most demanding vs. cost, time spent

  • lack of effort in getting new customers

  • lack of regular promotions and marketing activities

  • lack of investment in online tools that people prefer now

  • and many others

Negative feedback is positive

My advice is to take negative feedback from your customers as a gift. It can often reveal an issue in your business before you can notice it in your financials and statistics.

If you plan a long-term strategy, social marketing can help you identify trends for your business. You can learn what people like, what interests them, and how to engage them, even if they are not your customers now because of their age.

I see that your product and service are most important. If you can excel and marvelously present them, you will win. People love unique and well-designed things. Look at Apple, Samsung, and Band oca do Lobo. They have all these parts plus significant operational processes.

I wish you and myself to get to such a level.:)

Check our other similar posts

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