Temando – Walking the returns tightrope

Temando – Walking the returns tightrope

Walking the returns tightrope
Posted by Screen Pages on 19/07/17

For the last 3 years, Temando has been commissioning Research Now to conduct a survey targeting online shoppers and retailers across four countries (United States, United Kingdom, France, and Australia), with the objective to outline patterns and highlight differences between countries and from year to year.

While it is focused on Shipping, the areas cover from why people buy online to what they buy, cart abandonment, impact of free shipping… and returns.

Although the trends and expectations in terms of product returns can be quite different from one country to another, it is today a key aspect of the customer experience, and that impacts your logistics. At the same time, it is a topic that some retailers would like to be able to avoid, as they see returns as a migraine.

Our report explores how returns impact both retailers and consumers, and what eCommerce merchants can do to alleviate the tension, and convert the returns process into an opportunity to delight customers for retention.

Below, some key figures of the survey. To know more, download the infographic “Walking the returns tightrope” or access our just released 2017 Research here:

  • The United Kingdom are active returners, with 73% (second position behind the US at 75%)
  • In terms of retailer’s experience when it comes to returns, everything seems to confirm that implementing a customer-centric returns policy will give a competitive advantage
  • A small section of retailers are running their returns programs efficiently
  • 60% of retailers saw up to 10% increase in the cost of logistics, with almost half seeing increases of 5% to 10%.
  • “Product returns cost U.S. manufacturers and retailers $100 billion every year in lost sales, transportation, handling, processing and disposal.” – IndustryWeek
  • The top reasons why products are returned seem to be: broken goods, incorrect sizing and a change of heart by customers. But there is a disparity between what consumers say and what retailers think of their customers behaviour.

The survey highlights some discrepancies in the approach and understanding of returns between consumers & retailers, and definitely shows that this topic needs to be fully part of the retailer’s approach to make a difference in its market.

Are you following these best practice rules when it comes to your returns strategy?

  1. Brand Your Returns Experience
  2. Put Customers in the Driver’s Seat
  3. Automate Your Back End

See more here

“The most important factor for online shoppers isn’t price. Other factors – like returns policy, convenience and viable testimonials about the product – often surpass price in importance. The reason? They build trust.”

- Inc.

Contact
Find us

4 The Courtyard,
Wisley Lane,
Wisley,
Surrey,
GU23 6QL

Follow us

Make an enquiry

6 + 13 =

Pickett appoints Screen Pages

Pickett appoints Screen Pages

Leather goods and luxury accessories retailer Pickett London selects Screen Pages Ltd

Posted by Screen Pages on 18/07/17

Pickett London, luxury leather goods retailer, has appointed Screen Pages Ltd, the eCommerce retail specialist to support and manage its eCommerce website (www.pickett.co.uk).

Pickett London was launched in 1988 by Trevor Pickett, selling a range of luxury British handmade leather goods, including luggage, briefcases, handbags, purses and wallets, cufflink and jewellery boxes. The business has grown to three shops selling a vast range of handmade leather goods, quality woven scarves, pashminas, and semi-precious jewellery alongside a comprehensive bespoke and corporate service. The internet has evolved into a fast-growing, mature sales channel for luxury goods and accessories and Pickett is seeking to expand its online sales and customer service over the next few years.

Key goals for the new website include:

  • Promote and communicate Pickett and its luxury range of leather goods and accessories
  • Offer a best practice compelling online shopping experience
  • Improve customer service
  • Provide customers with a true Omni channel solution to allow them to shop where/when and however they want

“Our business was expanding rapidly on Magento, but we needed access to greater eCommerce and Magento experience backed by professional development and a structured project and support team. We could see that Screen Pages – as a professional certified Magento Solution Partner – could provide us this. We have been exceptionally pleased with the results so far with the site running smoothly, quickly and we can see positive results already. Screen Pages have understood our brand, culture, people and processes and we are really excited to be working together.”

- Trevor Pickett, Founder

“Pickett has a high profile brand in a strong niche market. We are delighted to be working with Pickett to building its business online.”

- Sarah Willcocks, Director

Contact
Find us

4 The Courtyard,
Wisley Lane,
Wisley,
Surrey,
GU23 6QL

Follow us

Make an enquiry

13 + 3 =

eCommerce benchmarks April – June 2017

eCommerce benchmarks April – June 2017

eCommerce benchmarks April – June 2017

Posted by Screen Pages on 17/07/17

Screen Pages has released eCommerce benchmark data regarding visitor sources and behaviour on conversions for retail eCommerce websites, for the period April-June 2017.

The businesses indexed are limited to niche brands, generally selling online, via catalogues and stores, whose online sales range up to £15m per annum with average order values of £76. The websites all use the eCommerce platform Magento. In aggregate, the report tracked the behaviour of 4.2 million website visitors, placing 145,000+ orders and spending £10 million.

Online retailers whose data was benchmarked include Bella di Notte, Christopher Ward, Donald Russell, Loake Shoes, Micro-Scooters, Van Dal Shoes, Force 4, Moss Europe, the RSPB, Really Wild Clothing, Salter and This Works.

The data includes statistics regarding traffic sources and mobile usage, website engagement & conversion rates.

Overall KPIs 1st Quartile 3rd Quartile Average
Average order value £44 £121 £74.55
£ per visit £0.80 £2.46 £2.45
Conversion rates 0.76% 3.96% 2.69%
Engagement/bounce 1st Quartile 3rd Quartile Average
Bounce rate 40.61% 57.30% 46.50%
Home page bounce 12.93% 17.91% 19.20%
Traffic sources = organic search 1st Quartile 3rd Quartile Average
% of visits 30% 54% 43%
Bounce rate 29% 50% 42%
Conversion rate 1.05% 3.63% 2.38%
Traffic sources = paid search 1st Quartile 3rd Quartile Average
% of visits 2% 29% 19%
Bounce rate 19% 56% 34%
Conversion rate 1.27% 5.07% 3.27%
Traffic sources = email 1st Quartile 3rd Quartile Average
% of visits 3% 18% 12.40%
Bounce rate 32% 49% 36%
Conversion rate 0.91% 4.64% 4.05%
Traffic sources = direct 1st Quartile 3rd Quartile Average
% of visits 12% 13% 16%
Bounce rate 42% 64% 50%
Conversion rate 0.70% 4.59% 2.69%
Traffic sources = referrals 1st Quartile 3rd Quartile Average
% of visits 4% 12% 10%
Bounce rate 40% 57% 48%
Conversion rate 0.69% 2.12% 1.72%

Stand-out out figures

  • Overall conversions average at 2.69%, ranging from 0.37% to 9.11%.
  • The average £ per visit was £2.45.
  • Email remains the best source of revenues. When executed well email produces extremely well, converting at 4.05% – some retailers do not use email effectively or do not track it properly. Four businesses included in the sample had at least 20%+ of their traffic from email, enjoying conversion rates up to 14.92%.
  • Paid search produces an average of 19% of all visits, converting at 3.27%. Five businesses enjoyed conversion rates on paid traffic of over 5%.
  • Engagement (as measured by bounce rates) shows a large gap between home pages (which get a lot of marketing attention) and all other pages: 19.2% versus 46.5%).
Desktop usage 1st Quartile          3rd Quartile          Average     
Bounce on desktop % 30.10% 49.76% 39.05%
Conversion on desktop % 1.39% 5.70% 4.0%
Tablet usage 1st Quartile 3rd Quartile Average
Bounce on tablet % 37.15% 53.94% 44.18%
Conversion on tablet % 0.77% 4.56% 2.9%
Mobile usage 1st Quartile 3rd Quartile Average
Bounce on mobile % 46.48% 60.76% 53.20%
Conversion on mobile % 0.35% 1% 0.9%

Standout figures

Bounce rates are lowest and conversions highest on desktops.  However, four businesses were seeing conversion ratios in excess of 2% on mobile with the highest being 2.5%.

By Sarah Willcocks, Director

Contact
Find us

4 The Courtyard,
Wisley Lane,
Wisley,
Surrey,
GU23 6QL

Follow us

Make an enquiry

14 + 10 =

Features list and comparison for Magento 1EE, Magento 2.1CE, Magento 2.1EE

Features list and comparison for Magento 1EE, Magento 2.1CE, Magento 2.1EE

Features list and comparison for Magento 1EE, Magento 2.1CE, Magento 2.1EE

Posted by Screen Pages on 27/06/17

Since Magento launched Magento 2.0 in November 2015, there has been a lot of confusion out there about the differences between Magento 1EE and Magento 2EE, and the benefits for merchants of migrating their sites across. The below table outlines the features in each platform and demonstrates where Magento have invested in 2EE to improve architecture, scalability, performance and site management, not to mention the feature enhancements on the front allowing merchants to provide a better user experience for their customers. We have also included a column showing the differences between Magento 2 Community Edition and Enteprise edition. For further information, please contact Screen Pages on 01932 359160 or email info@screenpages.com

 

 

Feature Magento 1 Enterprise Edition Magento 2.1 CE Magento 2.1 EE
ARCHITECTURE
Platform: Magento 1, PHP 5.6, Zend 1 Magento 2, PHP 7, Zend 2 Magento 2, PHP 7, Zend 2
Support till: 2018 approx 2025 approx 2025
Modular code base for making fine-grain customizations and easily adding or removing functionality to meet merchant needs Yes Yes Yes
Theming and layout framework to quickly create and maintain site variations for seasonal campaigns, new product lines, and market expansions Yes Yes Yes
Extensive and efficient APIs, including new ones for promotions and taxes, to connect and operate at scale with any third party solution Yes Yes Yes
Automated testing to improve code quality and speed up the QA process for a faster time to market Only External Built in Built in
Multisite, multi currency, multi language (on single platform) Yes Yes Yes
Completely different sites and stores on single platform Yes Yes Yes
HTTPS for checkout only, for admin panel, or for all site Yes Yes Yes
Magento Mobile Software Development Kit (SDK) n/a No Yes
SOLR search Yes Extension Elastic search
 

PERFORMANCE

Client-side optimizations, such as minimizing and bundling JavaScript, compressing images, and improving the use of browser caching for static contentContent that does not change frequently. See also dynamic content. to decrease page load times. yes yes yes
Server-side improvements, such as integrating Apache Varnish caching, enable faster performance out-of-the-box with minimal tuning. No yes yes
Full-Page Cache Yes Yes Yes
Deferred Stock Updates  No Extension Yes
Scalable Backend Product Management n/a n/a Yes
Order Archiving Extension Extension Yes
Standalone databases for key subsystems like order management, product management and checkout; combined with support for MySQL Cluster, enable Magento to scale to handle rapid growth. no yes yes
Comprehensive backend improvements enable larger teams to make product updates and process orders at the same time without diminished performance. no yes yes
CMS
 

CMS – ADMIN

The modern Magento Admin user interface is intuitive and easy for new team members to learn, and allows users to efficiently monitor business performance and manage daily tasks. Old Magento interface Yes Yes
The ability to effortlessly customize and save different Admin panel views saves time when managing products, analyzing customer data, and processing orders. Extension Yes Yes
Setting up products is faster with a new step-by-step product creation tool and improved product data import capabilities that are 4x faster than before. No (old Magento import and product creation) Yes Yes
Content Staging Workflow (ability to switch campaigns or change one campaign to another automatically) Extension Extension Yes
Version control for CMS No Extension Yes
Admin action log Yes Extension Yes
Backups Yes Yes Yes
Cron (scheduled tasks) Yes Yes Yes
LDAP, Single Side-On Extension Extension Extension
Adding a language Yes Yes Yes
Adding a currency with exchange rates with importing from third part source Yes Yes Yes
Widgets Yes Yes Yes
Simple LOGO change in Magento backend Extension Yes Yes
User Roles and Permission Schemas Yes Yes Yes
Advanced Permission Yes Extension Yes
Return Management Authorization (RMA) Yes Extension Yes
Scheduled Import/Export Functionality Yes Extension Yes
 

CMS FRONTEND

Captcha, Session validation, Encription keys Yes Yes Yes
WEB POS Extension Extension Extension
Multistock Extension Extension Yes
Mobile commerce Yes Yes Yes
Respinsive Layout By creating/buying a new theme Yes Yes
CUSTOMERS
CUSTOMERS – SHOPPER EXPERIENCE
Checkout steps qty 5+ steps, old-fashion 3 steps 3 steps
Order without register Yes Yes Yes
Automatically recognize existing users Extension Only Yes Yes
Shoppers can conveniently create an account with one click from the order Thank You page, enabling merchants to encourage customer registrations without interrupting the checkout process. Extension Yes Yes
Reward points Yes Extension Yes
Multiple wishlist Yes Extension Yes
 

TAXES

Fixed Product Tax Extension only Yes Yes
Tax Classes with country linking Yes Yes Yes
Price display configuration (with/without taxes) Yes Yes Yes
Tax by destination Yes Yes Yes
Tax by product class Yes Yes Yes
Value Added Tax Yes Yes Yes
Flexible Tax Classes, Rates, Rules Yes Yes Yes
VAT ID Validation Yes Yes Yes
Verify the list of EU Member Countries Yes Yes Yes
 

SEO

Automatically rewrite (301) if product or category URL changed Yes Yes Yes
Flexible rewrite table with managing tools Yes Yes Yes
Meta tags (description, keys, title) for CMS, category, products Yes Yes Yes
Schema.Org, Rich Snippets Extension Yes Yes
 

Product

Related products, cross-sells and upsells Yes Yes Yes
Automatically linked related/cross-sells/up-sells (rule-based on category, attribute set and so one) Yes Extension Yes
 

Marketing and promotions

Customer Segmentation, Targeted Promotions & Merchandising Yes Extensions Yes
Customer Attribute Management Extensions Extensions Yes
Visual Merchandiser Yes Extension Yes
Transaction Email with WYSIWYG interface Yes Yes Yes
Automated Email Marketing Reminder Yes No Yes
Gift Registry Yes Extension Yes
Gift Options Yes Extension Yes
Marketing rules for catalogue Yes Yes Yes
Coupons Yes Yes Yes
Catalog
Elastic (former ElasticSearch) for catalog and searching Extension Extension Yes
Category View and Purchase Permissions per Customer Group (Limited Catalog Access) No Extension Yes
Adding to cart by SKU Yes Extension Yes
INTEGRATION
oAuth Extension Only Yes Yes
API Yes Yes Yes
Paypal Yes Yes Yes
Authorize.Net Yes Yes Yes
DHL Yes Yes Yes
WorldPay Extension Extension Yes
SalesForce Extension Extension Extension
CyberSource Extension Yes
BrainTree Extension Yes Yes
Google Analytics, Google Tag Manager (GTM) Yes Yes Yes
Import and Export on CSV/XLS files Yes Yes Yes
Import product images fron network Yes Yes Yes
Product import history No Yes Yes
Using a CDN Yes Yes Yes
Product information from PIM (Akeneo, etc) Extension Extension Extension
Any Shipping service integration if no extension exists Cost subject to requirements Cost subject to requirements Cost subject to requirements
Contact
Find us

4 The Courtyard,
Wisley Lane,
Wisley,
Surrey,
GU23 6QL

Follow us

Make an enquiry

1 + 11 =

RSPB – Verifone PayPage case study

RSPB – Verifone PayPage case study

RSPB – Verifone PayPage case study

Posted by Screen Pages on 27/06/17

The RSPB, the UK charity that speaks out for birds and wildlife, has gone live with a hosted payment page solution for their online shop http://shopping.rspb.org.uk

The RSPB works for the conservation of wild birds, other wildlife and the places in which they live. Founded in 1891, the RSPB has over a million members, including more than 170,000 youth members, a staff of over 1,300 and more than 13,000 volunteers.

The change was commissioned to improve security on the website, a decision which was highly influenced by the RSPB’s commitment to provide their customers with a best practice secure shopping experience. Screen Pages has been managing the RSPB’s online shop since 2009.

The change involved creating a bespoke integration to the Verifone hosted payment page solution allowing the RSPB to completely offload the handling of payment card details to a PCI compliant payment card processor. For further information on PCI, please go to https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard

The work included branding of the payment portal to keep a consistent look and feel to the RSPB website while still allowing the customer to clearly see that they’ve been transferred out of the RSPB site to complete their payment. The solution developed also allows customers to securely save their card details for future use through the Verifone tokenisation system, thereby allowing customers to checkout as quickly as possible after their first transaction.

“We have been working with Screen Pages since 2009 and the performance of our online channel has steadily improved. Screen Pages has always provided a knowledgeable, reliable and professional service.”

– Liz Brown eCommerce Manager, RSPB

“The RSPB is one of the most respected and loved charitable institutions in the country. Over the past few years, the e-commerce team at RSPB has delivered a steady programme of constant improvements to increase online sales and customer service: we’re delighted to be working with them.”

– Sarah Willcocks, Co-owner and Director, Screen Pages

Contact
Find us

4 The Courtyard,
Wisley Lane,
Wisley,
Surrey,
GU23 6QL

Follow us

Make an enquiry

10 + 15 =

Qubit – Deliver highly persuasive personalisation

Qubit – Deliver highly persuasive personalisation

Qubit – Deliver highly persuasive personalisation

Posted by Screen Pages on 26/06/17

A digital personalisation platform for building lasting customer relationships.

Qubit is the innovator of persuasive personalisation at scale. We help brands ensure their customer experience remains a powerful point of differentiation in a constantly shifting market.

By combining rich customer data, deep learning technology and advanced segmentation capabilities, our Customer Influence Engine enables precise targeting of a wide range of personalisation’s – so businesses can reach the right visitors at the right time, at scale – to drive sales and loyalty.

Qubit will help you

  • Boost conversion rates and lower acquisition costs
  • Drive increased loyalty and retention
  • Improve marketing efficiency
  • Optimise up-sell and ancillary sales
  • Join the dots between web, email, call centre and mobile journeys
  • Understand your visitors’ behaviours, and their opinions

The Qubit solution

Lasting customer relationships are built on more than a single fleeting interaction. Modern expectations are about building strong relationships with your customers across their entire journey through targeted, tailored personalised experiences.

To accomplish this, companies need a tool that combines visitor insight, targeting and experience delivery.
Qubit’s platform encompasses broad data collection for unparalleled customer understanding, a deep learning system enabling precise segmentation and a broad variety of experience types for influential customer interactions.

Compelling interactions – Creating influential personalisation’s

The Customer Influence Engine uses a deep learning system to find influence signals from within your customer data. With advanced micro-segmentation, adaptive targeting that makes sure every segment is always up to date, and machine learning at work to identify new visitor groups to target, you can ensure that the personalisation’s you create are precisely targeted for maximum impact.

Precise segmentation – Identifying the best audience

With Qubit, you can then put this insight to work, reaching your best customers with the most impactful personalisation’s. From basic content placements like on-page banners through to scalable, segment-aware, ongoing programmatic experiences like abandonment recovery or targeted recommendations, you have the widest range of personalisation experiences to successfully influence customer behaviour at scale.

Reliable ROI – Uncovering the value of personalisation’s

Throughout the Qubit platform, you have access to customer, experience and segment data for analytics – both in-context and via your own BI tools – and see the real value Qubit can deliver. Our data shows that personalisation’s using Qubit to target specific customer segments produce a 50% increase in revenue, and those that are geared to behavioural change are over 7x more effective in increasing conversion rate.

Contact
Find us

4 The Courtyard,
Wisley Lane,
Wisley,
Surrey,
GU23 6QL

Follow us

Make an enquiry

3 + 13 =

Pin It on Pinterest

image_1

Sign Up To Our Newsletter

Join our mailing list to receive the latest e-commerce & Magento news from Screen Pages.

You have Successfully Subscribed!