Brick-and-mortar stores often change displays, move goods
around, and put impulse items beside checkouts. The reason behind these changes
is they’re analyzing customer traffic and studying behavioral patterns to
understand how consumers shop. As an online retailer, you need to study your
customer traffic as well in order to increase sales.
Listen: Your Customers Are Talking
There are a number of web traffic analytics companies, such
as http://OneStat.com and http://StatCounter.com, that analyze your customers’
shopping patterns. They follow your customers’ clicks to and through your web
pages and provide you with valuable info on how your customers experience your
website:
1. You see which keywords bring you, not only the most hits,
but also the highest conversion rates. People often find the generic words they
use bring them a great deal of traffic, but that traffic averages a shorter
stay on the site. The longer people spend on your site, the more likely they
are to buy something. Analyzing that data allows you to see which keywords are
effective for you.
2. You see the average amount of time users spend on your
site. Due to latent conversion, this is a good indicator of how business will
be in the coming months. If your users are taking their time, looking at things
carefully, that tells you they’re really interested and will likely come back
to complete the transaction.
3. You see if your traffic’s leaving as soon as they hit
your landing page—if they are, you know you have a problem. As soon as users
get there, you want to reinforce to them they’re in the right place. Says John
Marshall, founder and CEO of http://ClickTracks.com, “Make sure the keyword the
user clicked is associated with, and strongly connected to the copy in that
landing page, and throughout the experience… Just paying attention to that
could probably get you a 20% to 50% improvement in your conversion rate.”
4. You see where people are exiting your site. This is
especially important when you have customers leaving in the middle of checkout.
If you see a high rate of users, with full shopping carts, leaving on a
particular page, you can pinpoint what’s costing you sales:
• If they’re exiting on the page where you explain shipping
costs, you might see your shipping appears higher than your competitors’.
• If they’re leaving halfway through filling out the buyer’s
information, you might consider that your buyer questionnaire’s too long.
Web analytics puts you in a position to see what’s working
on your website and what isn’t. It’s a way to see where you need to make
changes and then measure how effective those changes are.