I don't know, I don't know.

These days someone and I manuscripts, let me talk about the impact of Taobao after the break-up of the entire e-commerce industry, but I do not do Taobao project, so a little attention to give up, but in this process, found that the discussion of the customer experience on behalf of the article less than a lot of 08, 09 that would be completely different, Now many people are talking about "big pattern" "investment" "Burn Money" "talent", see a lot of find a bit biased!





e-commerce as an economic form, the pursuit of "technology system services business development", and now from the perspective of the "manual" development of E-commerce is very interesting, and the "system" development has no concept.





"Manual" development of the typical status of "hiring, burning money" many e-commerce enterprises in the flow of people into a "daily" compulsory course, the reason for what? System is not optimized, all rely on customer service, editing, logistics and distribution to update, each landing page editing costs, system maintenance costs, logistics and distribution costs and so high. Scale can not save the non-intelligent system of E-commerce enterprises, funds can not help tactics E-commerce enterprises! There have been people who have talked about the subject of the BoE because of the activities prices actually need a change, do a good job, to recruit part-time customer service staff, do group buying, approval link incredibly is relying on the "experience value", and E-commerce projects the most important system optimization, the system records the formation of standards but no one attention, the industry is not big ups and downs to blame it!





So what kind of customer experience are we exploring?





said it was the back of the year, but this is the basic course of operation staff! Trust experience, website experience, logistics experience, commodity experience, etc. is a user from the Catenary station to the user to buy goods, get goods, complete a purchase cycle process. Then in this process every link is a user to participate in, are designed by the site, are the same as offline purchase, it is a complete purchase process.





"Trust Experience" simple example: the support of Brand enterprises, the endorsement of the media, the list of data companies, the certification of Third-party companies, government certification, government-related departments of the award, well, everything you think can help you to gold-plated proof can be opened a separate page, are hanging, and many hotels in the "photo economy" like!





"Website experience" is better than Amazon, once a person and I counted a sum, said if the development of a good website experience need tens of millions, and the current E-commerce industry is still in the survival stage, so do not, there is not as much money to earn a few money, at that time I heard the feeling is very awkward, but also can not find the actual thinking loophole, When the company disappeared, I found the difference between "accumulation" and "chicken ribs".





Amazon lost 1.1 billion of its shares in the U.S., but U.S. investors are still enthusiastic, why? Because Amazon's system construction cost returns is the highest, like a good movie, a good actor, the cost of making money is falling, and from consumer behavior, consumers will only choose the customer experience more and more good E-commerce site, which is the price of customers in the trial phase of the focus, When consumers understand the value of E-commerce, choose Quality, service, respect, happiness is the eternal shopping theme of consumers.





then the website experience refers to the consumer's Aidas principle, the series consumer in the shopping behavior attracts the attention, produces the interest, the purchase desire, the implementation purchase, the satisfactory dissemination, and so on link and the process, and finally gives the customer to create the good purchase experience as the goal to create a whole purchase experience, We want users to generate trust through this process, generate transactions, generate processes, generate customer relationships, and finally complete a purchase transaction, including a user precipitation, such a process, in this process, the site team to understand the key aspects of the site design, process, interaction is very important, A lot of details can be optimized to facilitate the transaction and make the user simpler. Generally have generated browsing behavior, collection behavior, Web site interaction behavior, and so we come back next time, there is a personalized recommendation of the home page, before Taobao has done similar to this, called thousand-face personalized service, which is based on the associated purchase and collection behavior algorithm, according to the technology to promote.





and the foundation of the website experience is to understand the user's requirement first, the user's grasp, data analysis, understanding of the commodity, on the basis of technical optimization, only these low-level things we have achieved, we will have our so-called intelligent systems, convenient innovation services, innovative products, to achieve our final transaction, Guide consumption and create a good experience. And there is a larger category, E-commerce brand planning, team construction, management, capital operation, strategic direction, industrial chain building and cooperation and many other major links, and these are based on the target consumer level of understanding of the target consumers in the market environment, the competition environment control, all or around consumers, But do you understand the consumer?





"Product experience" of course, consumers get the kind of this piece, but, your product page design is also very important, first of all to understand that your product page is a "shelf", then the shelves include, basic product information, product function annotation, product highlights interactive. Basic product information, merchandise map, price, discount, activities, etc. Product Highlights show, more is the product details, such as graphics and text, product interaction highlights. is unique, only you this kind of goods have, or only you this commodity unique, and at this time buyer interaction, seller interaction, customer service interaction settings is very important, this interaction is a simple commodity can not be homogeneous important elements. The premise of buying a lot of goods online is whether your interactive links are attractive enough and these attractions must be the site operations to accumulate and reflect every day, and must use IT systems to long-term record of the sale of goods, customer demand feedback, the overall structure of the site optimization, small details of the amendment.





Well, let's take a look at some of the little details that the famous sports mall can fix recently. First to understand the cool movement of some background, cool sports business appeal is genuine transactions, sports guidance, member services, so cool sport is different from the Lok Tao and good buy the focus is on sports guidance and member services on the fuss, Implementation to the site's customer experience, we can look, here is just an example, do not do specific system communication, so where to calculate where, each appliance business situation is not the same, no right or wrong, only suitable for not, Ah! First look at "home"





This picture feels good, sports sense is very sufficient, the shortcoming is the best according to the season adjustment, product classification is also, is the order of the summer, the winter hot items are in the following or not, all brand parts, preferably by the size of the brand, or natural browsing rate to do a partition, browse the volume of large, Or the High-profile brand here to do it prominently.








This diagram of the trading sense is very sufficient, but this change to "online payment can save xx yuan" effect may be better, just assume!





This new product has a lot of uncertainty, cool sports can provide this function is quite good, new products on the shelves, only show the new update date, but the majority of consumers are more concerned about the newer products, from the details, if the date of the part can be replaced by: Artie Basketball Shoes The latest paragraph, Nike winter fashion series listed, Li Ning 199 running shoes debut, Kobe Bryant Collection edition limit, and so on.





Sports control is a good link, and as the season changes can be considered for skiing and other winter sports. Sports control. Oh, this winter can stay, is to occupy the place, eh! And the Spring Festival is coming, if you can add a "elderly sports" zone should be a very good promotional node, give gifts to parents of young people are also a lot of, to buy a good dad pair of sneakers, comfortable, safe! (This is not a picture of the place you go to cool sports official online to see www.k121.com)





Sports casual Shoe part, can add snow shoes, or have a picture of snow to do background, now a lot of people in the north to buy shoes will be considered in the next snowy day, and snow to do the background to promote the sale of larger outdoor sports, outdoor shoes often can also be used as winter wear two shoes, it is best to give a hint here. Sports equipment part, also should add some winter sports products can see Taobao hot products, well, home on these, this example does not know whether you like the customer experience of the revision. Well! Continue product page





here to choose the color of the thumbnail shooting angle to see what color is, and there is no text description, only one click to see the big picture to know the specific color, you can change, ah!





It's best to add a reward for the comments!





into the shopping cart, do not recommend the same products to customers, if the recommended product pictures than the purchase of products to highlight, may cause customers to enter the shopping cart and then give up the selection of good goods, to buy again and eventually lost. Amoy is the first to let users fill out the delivery address, generate orders and then remind users to register, remember that registration may be blocking the purchase of serial killers, there are many enterprises in the shopping process in the click "to settle", only in the pop-up box to proceed to the next step, free registration of the label is too eye-catching, and serious problems: 1, Do not accept direct purchase, 2, do not provide a pop-up layer of shutdown, forcing users with logon problems can only close the entire shopping cart page, thereby giving up the purchase





"Product List page"





preferably plus the ability to filter by price range





and the bottom of the Web site technology, good music to buy, Lok Amoy, the two sites to do after screening or the same page, switching speed, cool movement is to generate new pages, switching speed is much slower, this is the site code writing, now found that this is very affecting the user experience, the other content is very to the force.





"Cool Sport Theme"





all are the main discount, preferably the main price, or promotional activities. Good fun to buy 4 topics, the first 3 above have a clear price, Lok Amoy 5 topics, 3 have a clear price, the other 2 have a clear discount amount, of course, each strategy direction is different, or according to their own electrical business site positioning, user group requirements to define E-commerce site users experience a so-called standard.





, yes! Cool Sports Authentic Sports City Customer experience in the continuous improvement process, if you are interested will find the cool movement of the system to improve the work is very fast and efficient, if you continue to focus on the cool movement of the website experience, you should be in the customer experience after the study has a very big help.





when you pay attention to tactics, burning money tactics, enclosure tactics, think of your E-commerce project target consumers, they are your future, when you find their own problems, the problem will be solved, do e-commerce projects The most afraid of IS, "I do not know I do not know!" ”