The New York Times reports ecommerce is shrinking this month, the first time since the industry began.
This is distressing news as we head into the holiday season. What can the industry do for 2009?
1. Improve incrementally. Test pages and categories at length. Small victories can lead to substantial gains in an economy looking for good news.
2. Improve correspondence. Talk to customers more often. Survey them, get their feedback, respond to their requests and suggestions. Because….
3. UX is king. Any degree of user experience improvement will be welcome at this time, and the easiest place to try harder is in customer service. Flexible, friendly assistance will create good impessions and loyalty, minimizing acquisition costs. And “minimizing costs” is the magic phrase right now.