SLI home
User login

A BLOG FOR E-COMMERCE LEADERS

  • Blog
  • Resources
  • Webinars
  • Customer Experience Scorecard

SLI Blog

A critique of ABCNews search

Posted by Shaun RyanMay 26, 2009Site Search

ABCNews recently announced they had improved their design, navigation and search.  I took a look at it and had a few comments.

It’s nice to see images in the search results – although I think they could be a little larger. It’s also good to have refinements and sort options.

OR Search

I noticed that they seem to do an OR search by default. That is they show you results that contain any of the terms in your search query. For example when I clicked on one of their Hot Topics shown above the search box – Susan Boyle. I was surprised to see that there were recipe results for the amateur Scottish signing sensation. On closer inspection they appeared to be showing because there are recipe results that contain the word “Susan”. Doing an OR search like this does mean there will be more results – so you are less likely to show no results. But it also means there can be a lot of irrelevant results. I recommend showing AND results by default – that is results that contain all the words in the query. If there are no results you can fail over to show results that contain some of the words. (A previous blog post discusses more strategies for the no results page)

abc-boyle.jpg

Showing facets with no results

I also noticed that they show facets even when there are no results. For example a search for proposition 8 tells you that there are 0 recipes for that term. This is not that useful and they would be better off not showing that refinement option – this is standard practice for faceted search.

abc-prop8.jpg

Not indexing all content

I tried searching for advertising or contact information (they have links for these in the footer of their pages) – but nothing relevant was returned. I suspect their site search isn’t indexing that content. I think it’s a good idea to index all the content on your site.

It’s nice to see ABC improving their site search for their news site and their stated commitment to improve it further. In my experience there is always room for improvement and because so many people elect to use the search – even small improvements in usability can have a significant impact.

Read More

Will Google suggest mess up referral stats?

Posted by Shaun RyanMay 25, 2009SEO, Web Search

Last week it was announced that Google’s search suggestion feature is being updated. The major changes are:

  1. You will see results and ads in the suggestions, along with the keyword suggestions (it looks like only one result and ad at any time)
  2. The suggestion feature will be rolled out to the standard search results page – at the moment it is only on Google’s home page & toolbar. (I guessed they would do this in my post about Google Suggest last August)
  3. The suggestions shown will incorporate your search history

navigational-suggestion.pngI haven’t seen the new features live yet – but I wonder what impact this will have on the referrals you see in your web logs. If someone searches from Google’s homepage – and clicks on a result from the Google suggest list – then the referrer will presumably be google.com. This will mean that the referral URL won’t contain the search term. I recently saw google.com in our own web logs but didn’t think anything of it at the time. I wonder if was a referral from Google Suggest?

If someone searches from an existing search page then the referrer will be that page and won’t contain search term they were actually using. That means the referral URL will contain a different keyword – possibly completely irrelevant. For example if I search for Microsoft then type in Apple and choose the Apple.com homepage from Google Suggest then the referral URL in Apple’s web logs would be something like: http://www.google.com/search?q=microsoft and analytics software may mistakenly assume that they were ranking for the term microsoft.

There may be similar problems with the reporting for paid search. Presumably the folks at Google have thought of this and have some sort of solution.

Has anyone seen evidence of this happening?  Is there anything Google could do to help us accurately see the search term that was actually used (for example sending people through a redirect that contained the keyword in the URL)?

Read More

An interview with Tammie McKenzie from Cruiser Customizing

Posted by Shaun RyanMay 20, 2009eCommerce, Podcast, Site Search

cc_masthead_logo_db.jpg

This week we posted an interview with Tammie McKenzie from Cruiser Customizing. This was a very interesting interview. Cruiser Customizing started as community for  for those who are passionate about cruiser riders. The members of the community were able to review and discuss the various accessories that are available.  The ecommerce part of the business was added at a later stage – after the community was formed.

This is a contrast to a lot of ecommerce businesses that are primarily retailers who then try to create a community around their store – they add reviews, forums, blogs etc but they do all of that after they’ve created the store. At Cruiser Customizing they did it the other way round and it means they have a genuine, engaged community.

Cruiser Customizer operates a number of different sites to cater for different types of bikers who would normally not want to be associated with each other. There’s Realhog for the Harley Davidson parts and accessories, Goldwing Country for Honda Goldwing accessories, RideGear for Sport-bike accessories and  Dollar Rider for discount accessories.

SLI has done quite a bit of customizing of our services for the Cruiser Customizing sites. While we run their site search like we do for most customers, for logged in users we preselect their make and model so someone who owns a Honda won’t see Harley specific products but we’ll still show products that are not make and model specific like clothing. We also have built a tire finder and a gift finder and are continuing to work on a number of other initiatives.

I’m sure you’ll find the interview with Tammie informative. For more you can follow Tammie (@karmahappens) and Cruiser Customizing (@CruiserCustom) on Twitter.

Read More

Telescope Winners

Posted by geoffbMay 10, 2009Conferences

This year we’ve been exhibiting at some excellent conferences around the world. At many conferences we have telescope drawings to win a Stanley London 30-inch brass telescope. We’d like to take a moment to recognize a couple of our winners this year. From the Internet Retailer Web Design conference in January our winner was Carl Winter, and from the Shop.org Strategy and Innovation conference in February our winner was Andy Carpenter from Vera Bradley. On behalf of the SLI team, we congratulate you and hope you are enjoying the telescopes! Keep an eye on our events page to see where we will be exhibiting next and make sure you stop by our booth and have a chat with our team.

Read More

A critique of the Marketing Sherpa search

Posted by Shaun RyanMay 5, 2009Site Search1 comment

I was on the Marketing Sherpa site today, reviewing the article that published last week about our customer Jelly Belly and I noticed that their site search could do with some improvement.  The search is powered by our competitor Omniture/Atomz – hopefully this will help them do a better job :-).

msjb3.jpg

First the index is out of date. A search for Jelly Belly returned no results – even though the article is linked to from their homepage and was published a week ago.

msjb.jpg

The no results page could be a lot better. They could show some popular searches. At the very least they should tell you that there were no results.  The links at the top didn’t do anything. And it seems strange to have the option to sort a list of 0 results  by relevance or by date.

I tried searching from the SherpaStore and got a 409 page. The Login link takes you to an Atomz page. I suspect Marketing Sherpa need to change the form code on the SherpaStore page – to point to their regular search.

ms404.jpg

When you do manage to get search results they are categorized.  There may be some situations where this makes sense but I think they are few and far between and I don’t think this is one of them. Categorizing the search results can push the most relevant results way down. For example if you search for summit you have to go through case studies, research, how to, interviews and articles before you get to the events (where I think you would find the most relevant results). They do have a sort option that promises to bring the most relevant results to the top. They also have a sort by date option – but I think it would be good if the dates were shown with the results when this option was selected.

Some other nice to have features that are missing include facets, related searches and auto complete.

Read More

Bring blogging into site search results

Posted by Shaun RyanApril 29, 2009Newsletter, Site Search, Social Media2 comments

If you’ve been putting off blogging because you’re not sure how it will help your business, it may be time to get on the blogging bandwagon. A recent article in E-Commerce Guide points out that a blog linked to your online storefront can be a great way to build visibility for your business and get customers more engaged with what you have to offer.

We agree that blogging presents a good opportunity to talk directly with your customers – and we also think that if you’re going to spend the time necessary to maintain a blog, then you should make the blog content findable on your site. Naturally, you might be concerned that blog articles would be a distraction to your online shoppers – after all, aren’t they using your site search to find the things you’re selling, and not to catch up on your blog?

However, if you do your blog right -with useful, interesting posts that relate to your shoppers’ needs and questions, then visitors would benefit from your posts – and you want to make the posts easy to find. Here are some approaches you can take to make blog content searchable:

  • Show the blog content in a separate section of the search results – for example, on the left, or below the regular search results. This ensures that products have prime position on the results page.
  • Create refinement options so visitors can restrict the results to just blog articles, or just products.
  • Allow product and blog content to surface in your search, showing the most relevant first. Consider adjusting your ranking settings to place more weight on the products, so that products generally show higher. (If you do this, we recommend allowing the blog articles to move higher if people click on them, so that if they are the most relevant results for a particular keyword, then they will end up at the top of the search results.)
  • Consider offering a search box on your blog so that visitors can search just blog articles. (In this case, the blog articles should be the most prominent, but we suggest also showing products in your blog search, perhaps along one side of the results.)

If you’re not sure how to present blog content in your site search, you may want to ask your customers (maybe through a blog post), try some options, and measure the impact on your conversion rate. Feel free to contact us if you’d like any assistance.

Also, watch our latest video for more tips on blogging and site search. And take our new LinkedIn poll, and tell us what you think about this idea.

Read More

Refining search results by color/colour

Posted by Shaun RyanApril 19, 2009Site Search, Web Search

When Google added a color picker to their image search last week I thought it would be worthwhile sharing a few ideas about the use of color refinements in site search. First – let’s take a look at what Google have done. When you do an image search a drop down menu is available at the top. When you click on it you see a selection of 12 standard colors that you can filter the results by.

googlecolorpicker.jpg

Goolge will be doing some analysis of the images to work out which are the main colors in each images. For the few test searches I have done this works well.  Google shows the same 12 colors in the drop down even if there are no results. I think it could be improved slightly if they only showed the colors in the drop down for which there were results. Nevertheless, I imagine this will be a popular feature.

I recommend having a similar feature in your site search if you have results where color is important to your visitors. We normally recommend that you don’t use drop downs for the refinements because the drop downs make it slightly more difficult to use (one extra click) and you have to click on them to see what refinements/facets are available. The trade off is the refinements take up more screen real estate. By putting the refinements on the side and using a grid view you can still get plenty of results above the fold.When displaying a color filtering option – you should only show the colors for which there are results (this is the same for other refinement options as well).

Some problems

Color filtering can get a little tricky if you have products that come in several colors – if you don’t have a photo for every color of every product then the results may look a little strange. For example if you have a shirt that comes in blue and green but you only have an image of the blue shirt – then when you filter the results to show those that come in green – the blue shirt will show in the results. This is strange for the user because they’ve asked to see only the green products yet the image shows a blue shirt. It’s a valid result because the shirt does come in green but you need to tell the user somehow.

One solution is to take an image of every product in every color available and show the appropriate product when a color filter is applied. This can be very expensive and time consuming and if you’re custom making the products (for example sofas) then you may not have every combination available to photograph. Another solution is to show the available colors in the search result. Your Blinds do this in the example below. When you mouse over a color a larger image of the color pops up along with it’s name.

yourblinds.jpg

Choosing multiple colors

The example below from Jelly Belly shows an implementation that allows you to select more than one color. In this case blue and pink are selected. Jason Marrone, Ecommerce Marketing Manager at Jelly Belly mentioned in the ecommerce podcast that they have many visitors who are choosing candy to match a color theme for a function. These filtering options definitely help those people. I like this implementation – with the ticks in the colors that are selected.

jellybelly.JPG

Automatically pulling color from images

We did some experiments a few years ago where we analyzed the product images on a customer’s site and automatically tagged them with the major colors that appeared in the images. This worked reasonably well – but we didn’t have a technique for excluding background colors – which meant it didn’t work perfectly. I’m sure there are techniques for removing background colours – such as ignoring any colors that are on the edge of the image – or something more sophisticated. In any case we haven’t had much demand for this. If you don’t have your products tagged with their colors then let us know if you’d be interested in having a service like this. It will help us work out whether this is something we should be putting some more effort into.

Read More

Show Reviews and Social Tags in Site Search Results

Posted by Shaun RyanApril 6, 2009Newsletter, Reviews, Site Search, Social Media1 comment

Our primary aim is to help create a better online experience for our customers’ visitors, and help improve our clients online business, through more relevant search. As we’ve discussed in recent newsletters, there are many ways to deliver a better search experience – beyond more relevant results – by integrating additional content, such as video, into your search results. So here’s another idea: incorporate user-generated content, such as customer reviews and social tags, in your site search results and give customers an even easier way to search your site.

I’ve talked in the past about the benefits of allowing user reviews on your site – and incorporating the reviews into your site search. For instance, reviews keep customers on your site – if they can find product reviews on your own site, they won’t need to go elsewhere to get them. You can also use ratings to weight search results, giving the products with better ratings more prominence.

One of SLI’s clients – an online gift retailer, who also works with our partner PowerReviews has taken this process a step further, allowing shoppers to narrow their search results based on social tags. For instance, they can refine the search by such tags as “Best Uses” or “Kind of Buyer.” People place a lot of faith in what others say about a given product, so if you can bring these compelling testimonials into search, you stand a greater chance of convincing shoppers to make a purchase.

We’re fans of the idea of Social Navigation. What do you think? Do you offer user ratings and reviews or social tags on your site? Do you include this information in your search results? Take a minute to answer our one question LinkedIn poll.

It’s easy to test if searching by social tags will help your business, since we collect social tags via our feeds from our partners Bazaarvoice and PowerReviews. Please contact us at sales@sli-systems.com, or watch my site search video tip demonstrating the integration of site search, ratings and reviews if you’d like to learn more.

Read More

Interview with Ben Harness from Interflora UK

Posted by Shaun RyanMarch 30, 2009eCommerce, Podcast

interflora.gif 

We have just released this interview with Ben Harness from Interflora UK.

Interflora is a little different than a lot of the retailers that I have talked to. Rather than having one or two distribution centres they have 1800 florists who put together the bouquets. This means they have people who are passionate about flowers (passionate enough to run a florist) who are ensuring the quality of the delivered product. Having this many people fulfilling their orders makes it a lot easier to handle their peaks during Mothers’ Day, Valentine’s Day and Christmas.

Ben is currently considering adding ratings and reviews to the Interflora site. They are also a little different from a lot of retailers in that most of the purchases on their site are gifts – so often the purchaser may never see the product they bought. This makes it a little hard to review – but they may be able to reflect the feedback they got – “Mum loved the flowers”. Another option they’re considering is encouraging the recipients to write reviews.

Read More

SMX Sydney

Posted by geoffbMarch 29, 2009Conferences, SEO

We will be at the SMX Sydney conference in Australia this week.  To find our more about the event check out http://www.searchmarketingexpo.com.au/.

SMX Sydney 2009

Read More

Posts pagination

< 1 … 43 44 45 46 47 48 49 … 64 >

Stay up to date with SLI

Featured Posts

  • Maximize Revenue with Enhanced Product Impact Testing
  • Top Five Ways to Prepare for Peak Season
  • Facets, Facets, Who’s Got the Facets?
  • Personalization: It’s Kind of a Big Deal
  • M is the New E: Mobile Commerce Trends and Predictions

Categories

About SLI Systems

  • What We Do
  • Who We Are
  • Why SLI

Learn

  • Webinars
  • News Room
  • Events

Connect

© Copyright SLI Systems, 2018. All Rights Reserved | US: (866) 240-2812 | Legal