Asia Webpro Blog

There are many tools available to a webmaster to analyse website traffic allowing them to monitor the number of visitors, see what pages have been accessed and even the length of time each visitors spends accessing the website.

However, despite the considerable data available what is missing is anything to tell the webmaster what the visitor was thinking. Did they like or dislike the site? Was the layout easy to understand or just plain confusing? Did they find it easy to navigate and maybe the most important thing, did they find the information they wanted?

A website may be generating sales but why are some people that visit the website not buying anything?

Was it because they didn’t like what was being offered or they couldn’t find what they wanted?

Website surveys provide webmasters with an excellent and accurate method of answering these types of questions.

Direct feedback from the website visitors cuts to the chase, no need to guess, just ask the visitors themselves how they found the site and if they found what they were looking for.

With an online survey webmasters can find out:-

How often do people visit the website?

How did they arrive at the website?

Are they accessing the website for business or pleasure?

Did they find the information they were looking for?

How easy did they find navigating the website?

Would they recommend the website to others?

A good website survey will be brief and will gather information that once analysed will provide valuable information to help improve the website.

Another alternative to a traditional survey is to embed one or two survey questions within the website after specific procedures. For example at the end of the registration process the visitor can be asked if they found the procedure quick and easy; after ordering an item they could be asked if they found the ordering procedure and payment methods to their liking. To ensure that the questions don’t become repetitive to regular visitors the website can be programmed so that the questions are only asked once per registered user.

Website surveys take the mystery out of working out what visitors think of a website and using online survey websites such as www.SurveyGalaxy.com they are quick and easy to design and once implemented will really become the webmaster’s assistant.

To see a sample website survey please follow this link:-

http://www.surveygalaxy.com/surPublishes.asp?survey_id=1182

Martin Day is a director of Survey Galaxy Ltd a website that allows anyone with basic computer skills the ability to create and design online surveys and then publish them on the Internet. Fast, easy and cost effective for more information please visit http://www.SurveyGalaxy.com

Recently I went looking for an online merchant account, with disastrous results. I made the mistake of taking information at face value and relying on the ecommerce merchant account provider’s good reputation in other areas.

Fortunately, you can avoid the same experience I had by asking the right questions of a potential ecommerce ecommerce merchant account provider.

Merchant Account Provider Questions

Understanding the answers to these questions before signing an application or agreement will help make for a solid partnership between you and your merchant account vendor:

1. As a merchant, can I accept credit cards both online and offline?

Do I need to get separate authorizations or permissions when setting up my ecommerce merchant account for different types of transaction (Internet, retail, phone orders, etc.)?

What other merchant fees are involved if I accept both online and offline credit card charges?

2. Can I accept ecommerce payments using methods other than Mastercard and Visa (Discover, American Express, Diner’s Club, online checks, debit cards, etc.)?

If so, what are the fees and do I need to do anything to “activate” those ecommerce payment methods?

3. What are the different discount rates and fees for different types of ecommerce and other charges through the merchant account (Internet, in person, telephone, mail, etc.)?

4. What are the other fees related to this ecommerce merchant account – yearly, set-up, application, monthly minimum, statement, support, cancellation, discount, per-transaction, gateway access fees, card reject fee?

Are these subject to change?

Are there any other fees involved in order to get my ecommerce merchant account functional?

5. Do I process ecommerce charges manually or automatically?

If manually, is it possible to get automatic merchant account processing?

If so, do you provide a secure online payment gateway for my ecommerce merchant account?

How do I get up and running and what extra charges will I pay to do so?

6. What other software and services do I need to become fully ecommerce enabled online (such as secure gateway provider, etc.)?

Do you have a list of these additional ecommerce providers that are compatible with my ecommerce merchant account?

7. Do I need additional hardware or software not previously mentioned?

If so, what is the cost and how do I get this equipment?

Many of these questions are different ways of getting at the same issue — you want to know every component, every function, every fee, and every charge association with making your ecommerce merchant account work effectively for your business.

If you ask these questions while establishing a mutually comfortable relationship with your ecommerce merchant account provider from the start, you can avoid “traps” and lay the groundwork for a long, solid partnership.

About the Author

Bobette Kyle draws upon 12+ years of Marketing/Executive experience, Marketing MBA, and online marketing research in her writing. Bobette is proprietor of the Web Site Marketing Plan Network ( WebSiteMarketingPlan.com ). Http://http://www.Take-Payments-Online.com, one of the network sites, explains different aspects of ecommerce.

The concept of linking is that sites with common interests
should link to drive more traffic to each other’s businesses
and to increase their “popularity.” Search engines, such as
Google, give much higher ranking to sites with high
popularity. They feel that when many sites are linking to
yours, it’s a sign of ranking value.

The standard linking philosophy of most websites is to have
a “links page” that piles all the link partners into one
common pool, without any indexing. That type of link will
only help you with SE ranking but not sales.

Next up the ladder is the links page that’s indexed, making
your website easier to find. A much better solution if you
must have a links page.

Of course, the best link in the world is when your partner
puts you on his home page. I tell you, it’s enough to make
any Net Marketer go into involuntary spasms! However, the
chances of that scenario are slim to none!

That’s not to say there isn’t a middle ground between the
above strategies. There is a better option:

Complementary/relational linking! As an example:

Let’s say your website sells only pencils and you link up with a
partner that sells paper; that’s complementary!

Relational linking then assigns a merit value to all the
linking proposals, using these facts:

Page ranking: Is it more or less equal?

Search Engine Ranking: Do both partners have good positions?

Traffic: Is the traffic swap equal?

As can be seen, some of the above quantities are
interchangeable but shouldn’t get in the way of judging the
merit value of each offer. Depending on each circumstance,
the varied partners will have a merit value that will give
them more or less prominence on your website.

The ideal circumstance is when you find a linking partner
with the complementary/relational approach built into his
sales program and the layout structure of his website.
Meaning: Location, location, location!

Without the above approach, many possibilities to garner
extra income from your Net venture will not take flight!
The above paragraph should have even more meaning when you
consider the fast-approaching age of general broadband use.
It is coming sooner than what anybody imagines; spelling out
the end of many text only websites.

For all good reasons you should strive to create
complementary/relational linking with as many partners as
merited. Build your website to give them as much exposure as
you can. All the bells and whistles! Provide ample space and
graphics for them, trade full page articles and resources!
Very important: Have them do the same for your business!

In closing I will exhort you to embrace multimedia and the
broadband revolution as a principle of self preservation.
The folks that take all their resources and put them in a
text only links page, will suffer the twists and turns of the
not-so-kind near future!

Francisco Aloy, the author of “Yes, I Want to Start My Internet Business Without Being SCAMMED!.” Has an online business catering to the needs of the Newbie Net Entrepreneur.

Visit his site to see more of Mr. Aloy’s articles. http://www.newbie-business-guide.com

Data from China Internet Network Information Center (CNNIC) shows that till June 2004 Chinese online user has reached 87 million, of which, 7.3% has experience of online shopping.

CNNIC also expects that the percentage will reach 58% in the next 2005 year.

Two factors may limit China’s e-business growth.

1. The low investment on the Internet infrastructure and related soft environment.

2. The shortage of online products

Chinese young man, a SEO, Internet marketing expert. cn2world@sohu.com

Ten great tips to turn online holiday shoppers into eager
buyers – and satisfied customers.

When meeting potential clients, you wouldn’t dream of
showing up late in a mismatched outfit, hair disheveled,
with food on your tie and no business card, would you? And
if they asked for testimonials or explanations about your
company policies you’d hardly say, “Sorry, I don’t give out
that information.”

So why do it on your website?

Just like in person, Internet shoppers look for clues
(consciously or not) that suggest you are credible and
professional – and they make that judgment call inside of a
minute or two. That means you have a small window of time
to impress would-be buyers and gain their trust. Unlike in
person, however (where you can apologize for tardiness or
charm customers with funny tales about how that mustard
landed on your lapel) you have zero opportunity to redeem
yourself online. One click and they’re gone for good.

But fear not. As Web-goers gear up for their Christmas
shopping sprees, there are things you can do quickly and
easily to inspire confidence. Here are some surefire ways
to turn browsers into buyers and buyers into regular
customers:

1. Put on your best Web-suit. You don’t need to hire
Armani to redesign your site, but make sure it’s clean,
organized and error-free. Check for typos, broken links,
inconsistencies in graphics, repetition, cluttered
appearance and the like (think of it as good grooming
habits). Such lack of attention to detail sends a message,
however untrue, that you will be equally careless in your
business dealings.

2. Put your best logo forward. Provide familiar visual
clues on your site, such as well-known brand names and
logos. Also, list any other trusted brands, including
suppliers, business partners and customers – and always
display their logos to make a stronger impression. When
shoppers see recognizable names, it increases their
confidence level in your store. They’ll be more inclined
to buy your goods knowing FedEx was shipping their
Christmas gifts instead of Joe X.

3. Proudly wear your credentials. If you have attained a
standard of excellence or have met minimum certification
requirements, such as for service or security, let
customers know about it. Credible trust marks* displayed on
your home page will instill confidence in shoppers so
they’ll stay on your site and discover all you have to
offer. (*TrustGauge.com has a nifty utility for measuring
the trustworthiness of your website. Simply type in your
URL and get instant results. By filling out their form,
you can improve your score – and build credibility with
customers. Subscribing to certain trust marks is also an
easy way to increase your TrustGauge score.)

4. Pass out your virtual business card. Make sure your
contact information is visible and indicate all the ways
that you may be reached – including your physical business
address. Besides being convenient for the customer, it
helps assuage fears that you will take their money and run
into cyberspace, never to be found again.

5. Don’t be a Grinch. Offer freebies (such as trial
software, free advice, money-back guarantees, etc?). This
allows customers to experience doing business with you
before they actually buy anything. Similarly, if your
website is easy to navigate (again, see tip #1), it tells
customers they can expect their buying experience to be
just as pleasant.

6. Insure – and assure – customers. The single most
effective thing you can do to build customer confidence in
the short-term and transform reluctant shoppers into
spenders is to provide a third-party insurance policy.
Payment services such as PayPal provide Buyer Protection
programs that assure your customers they are protected from
loss or damage caused by shopping on your site.

7. Deal with privacy matters. Shoppers now know that
inappropriate use of their personal information can be
devastating. Address privacy issues explicitly whenever you
are asking for any information. Tell customers why you are
collecting the information, how you will use it and how you
protect it. Use clear, concise statements. Legal wording
and fine print make people think you’re trying to hide
something.

For those customers expecting compliance with specific
privacy laws and regulations, explain why you are in
compliance and back it up with relevant third- party
assurance. A well-recognized privacy seal, such as from
TRUSTe.org, assures them you are taking care to protect
and respect their privacy.

8. Be transparent. Online fraud is growing at an alarming
rate and people are becoming increasingly sensitive to the
threat. Unlike when shopping in a store, online shoppers
have no way of witnessing what’s really going on and often
feel vulnerable. Your website should include easily
accessible information on why your store is a safe place to
shop. Tell customers how you protect them with safe
shopper policies. Consider joining the ePublicEye.com Safe
Shopping program.

9. Hold the customer’s hand. Once the customer is ready
to buy, walk them through each step of the online
purchasing process. Assure them at each prompt that you
are sensitive to their concerns and deal with each concern
or issue as it comes up. Provide a clear link to your
mission statement, customer service policies and other
aspects of your business that may need explaining. Even
better, follow tip #10. The objective is to eliminate
those moments of hesitation – especially in the final
stages of the sale.

10. Offer a personal touch. One way to instantly endear
your customers is by having a real person assist them prior
to and during their purchase. Use today’s Internet
technologies that provide a variety of communication
channels ranging from IP telephone to instant chat. For
higher value transactions, provide a 24- hour toll-free
telephone number – with prompt, friendly service. It’s
often the last touch that sways hesitant holiday shoppers
to buy.

At the end of the day, it’s all about building trust.
Following these tips will definitely improve your online
credibility and create more satisfied shoppers at your
site. It will also prepare you for the next critical step
in the trust process of winning clients over the long-term,
which will yield even higher returns for many seasons to
come.

Let me know about your experiences implementing each of
these recommendations. I’m confident you’ll see a
difference.

Happy e-tailing this holiday season!

Sidebar:

A Christmas bonus

Five easy ways to please your online holiday shoppers

1. Add a touch of holiday spirit to your site. Don’t be
excessive. Just add a few colorful graphics to let shoppers
know you have Christmas gifts to offer.

2. Categorize products to make shopping for gifts easier:
Use catchy phrases like “For Her”, “For Him”, “Gifts under
$50″ and “Holiday Specials.”

3. Alleviate clients’ worries by communicating well with
them – online, by phone and/or e-mail – and assuring them
their gifts will arrive on time.

4. Be clear about shipping fees and return policies. The
last thing you want is to surprise clients with unexpected
fees and conditions regarding your return policy.

5. Flash a Smile. Tell a joke. Last but not least, have
fun with your customers whenever you get a chance,
especially at Christmas. Clients may not see you smiling
but they can certainly feel it. And they’ll remember you
for it too.

Alex Todd is president and founder of Trust Enabling Strategies,
a management consulting firm that helps organizations to excel
by codifying trust as a critical success factor. Comparative
Trust Enablement Assessments help online businesses to improve
their competitive advantage and increase sales by identifying
processes that boost customers’ confidence throughout the online
transaction lifecycle. For more information visit
TrustEnablement.com/Web-store_Assessment.html

CONTACT INFORMATION:

Trust Enablement Incorporated

Alex Todd

Tel. 416-487-1497

Fax. 866-271-5372

http://www.trustenablement.com/

** Attention Ezine Editors / Site Owners **
Feel free to reprint this article in its entirety in your
ezine or on your site so long as you leave all links in
place, do not modify the content and include the information
contained in our resource box above.