Today, the MarTech conference (registration is free) kicked off its slate of more than 55 sessions over two days with a keynote delivered by editorial director Kim Davis. In his theme-setting comments, recorded at the Manhattan offices of public relations agency Channel V Media, Davis remarked on the way our lives have changed over the last two years, and how the relationships between marketers and buyers have been digitally transformed.
“It’s been necessary at one time or another to find a way to do just about everything digitally,” Davis said.
Journeys have changed for digital consumers
“We’ve all made big changes with the way we live and work, how we buy and what we even think about buying,” he continued.
The digital channels that connect marketers and their customers provide new ways for brands to develop a “lasting relationship” as they build “the customer journey of a lifetime.”
“There’s all the talk about customer lifetime value, the importance of building a lasting relationship with your customers based on trust and shared values that brings them back to engage with you again and again,” said Davis. “This is especially important in the subscription economy where a brand is selling services or experiences, where all but the most basic commodity purchases should reflect an interaction that goes beyond a one-and-done transaction.”
B2B marketers should also plant seeds for lasting relationships
The strategy for building lasting relationships for consumer products and services also extends to B2B marketing in this digitally transformed environment.
“We should realize we’re not just talking about consumers, we’re also talking about lifetime engagement with B2B accounts or buying teams,” Davis explained. “Relationships need to be nurtured and contracts renewed, and you want to continue to be front-of-mind to your buyers when they move onto a new role or a new job.”
Building compassion into consumer relationships
“We have to understand that there’s so much weighing on consumers now, and they’ve really been through a true crucible with two years of pandemic, which created a kind of accidental laboratory for different ways of leading your life,” said Kate Muhl, VP analyst at Gartner. “And so we have to expect that consumers are going to take all those ways that they’re thinking differently about how to run their day-to-day, and all the big questions they’re asking, and we’re going to have to expect they’re going to bring some of that ‘revolutionary spirit’ to the relationships they have with marketers.”
Muhl added that marketers can decide to be a champion for the kinds of changes that consumers are making in their lives and the ways that a company’s services can empower the consumer by accommodating those changes. Beyond that, they can also, vocally, be kind of cheerleader for this change in the consumers’ lives.
More omnichannel access to consumers
Canadian luxury menswear brand Harry Rosen is known for its personal approach to customers who buy designer goods in-store, but they’ve also learned to embrace digital experiences as their customers’ lives have transformed over the last two years.
“We’ve really moved into an omnichannel experience where, of course, there’s a digital experience at HarryRosen.com, and customers toggle between both physical and digital footprints,” said Trinh Tham, CMO, EVP marketing and e-commerce for Harry Rosen.
She added, “We’ve really focused on meeting customers where they are, and everything we do is driven by – what do we wish for our customers’ experience, and what do we wish for our customer to experience through our brand?”
Scott Vaughan, chief advisor for Vaughan GTM Advisory, has seen B2B buyers adopt more digital behaviors as they do research for their purchases online.
“As soon as we started the lockdown with the pandemic (in 2020), so many of the decision-makers were working remotely, so they had no option but to do online, digital research,” said Vaughan.
To build lasting relationships with buyers, marketers will have to take into account these changes in behavior and incorporate them into their strategies, moving forward.
“Some of these changes may be temporary,” Davis concluded. “Many of them will not.”
About The Author
Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He has interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama as the country’s first federal CIO. He is especially interested in how new technologies, including voice and blockchain, are disrupting the marketing world as we know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has also written for KIRKUS, and contributes fiction, criticism and poetry to several leading book blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.
The author’s views are entirely his or her own (excluding the unlikely event of hypnosis) and may not always reflect the views of Moz.
There are plenty of impressive tactics or metrics that aren’t often discussed, not necessarily because they aren’t important, but because it’s easy to get locked into the rhythm of simply reporting on traffic and sales.
To change things up, let’s look into some other areas we can optimize to improve the organic performance of e-commerce websites, and some underrated but useful metrics that can help you report on that performance.
Tactics to optimize and measure your e-commerce website performance
Data scraping for SEO and analytics
Data scraping is very useful when you want to retrieve, or scrape, elements from a page for further analysis or optimization.
Most people know that you can scrape common webpage elements such as publication date, author name, or price, but what about more specific aspects of e-commerce websites, and what can we use them for? Product pages have unique attributes that you can scrape, such as “add to basket” type buttons or even product schema; below, I’ll talk about how you can scrape breadcrumb data.
Scraping the breadcrumbs
In short, breadcrumbs are a trail that shows users where they are in the structure of a website, and they are especially useful for navigation and internal linking.
By using crawling tools to scrape data from the breadcrumbs, you can have a more complete view of the site as a whole, and it allows you to identify any trends.
Below, you can see that it’s possible to extract breadcrumb data as a series of values by using XPath, and setting this up as a custom field. This allows you to see the data as a separate field once a crawl is finished.
Evaluating your page templates
The typical page templates that you’d expect to see on an e-commerce site include:
Information pages (e.g. about us, delivery information, terms and conditions)
Navigational landing pages
Blogs / guides
Payment / cart pages
A large e-commerce website may have a significant number of product and category pages. These are the pages that generate the most conversions and transactions, so it is tremendously helpful to know how you can break these down into more manageable chunks.
For a website with millions of pages, it is practically impossible to crawl the whole site; your crawler will run out of memory and space, or it could take weeks to finish, and that’s just not feasible for most of us. This is where segmentation comes in. Segmenting your website also allows you to focus on one area of the site before moving on to another.
A common tactic for websites the size of Target or Tesco is to focus on one category per quarter, and then move on to another area of the site. It’s through segmentation that they’re able to do this.
Segmenting product pages
There are many different ways you can segment a website, and focusing on your products can help you start seeing improvements in revenue sooner than if you were to focus on other areas of the site.
With product pages, a good tactic is to look for URL patterns, such as those that end in .html or contain /product/.
It’s also possible to get additional dimensions from your product pages by segmenting your products by their stock status. Separating pages by whether or not a product item is in stock or not can help you determine:
How much traffic is going to out-of-stock products.
Whether availability and out-of-stock products are affecting product conversion rates.
Get a granular view of what page engagement metrics are affected by stock availability.
When scraping this data, you can look for specific on-page elements such as missing prices or an Unavailable / Out of Stock message on your pages.
One method of doing this would be to extract the product availability property from a site’s schema markup. If you’re using Screaming Frog, you can access the Custom Extraction feature in the Configuration dropdown under Custom > Extraction,and then set up your extraction rules.
Segmenting category pages
Segmenting category pages allows you to find any categories that have hundreds of products and could benefit from being split into subcategories.
Category pages don’t always have specific URL patterns, and they differ from one CMS to another, but you can look out for those that contain /category/ or /shop/. Another good option is to look for unique attributes, such as those with text showing X of Y results or pages with options for sorting product results.
Structured data markup
We saw earlier that you could scrape pages for instances of product data to identify product pages. But before we move on, we need to ensure we understand what structured data or schema markup is and how it can benefit e-commerce websites.
Product markup provides more information about your products directly in the SERPs when your audience searches for them. Product markup can also mean your products are more eligible for rich results, such as carousels, images, and other non-textual elements.
The product schema might look something like this:
Once added, product schema allows your audience to see valuable information about your products before they even land on your page, improving your CTR! We can see Walmart has added product schema to their products in the two examples below:
Star ratings in search results
The more positive reviews your products have, the more likely customers will be to visit your website and buy your products, especially when compared to your competitors.
Star ratings can be pulled in from your product markup through third-party tools such as Trustpilot or Reevoo, or from on-page customer reviews.
We see this when looking at these searches for Dell laptops. Realistically, which links are you more likely to click on as a customer: those with high star ratings or those with seemingly no rating at all?
Optimizing crawl budget for e-commerce
There will likely be pages on your website that are useful to existing customers, such as thank you pages after placing an order, logged-in account pages, etc. However, these pages won’t be the most important for new users looking to find you or your products on search.
It costs Google time and money to crawl our sites, so they need to budget accordingly. By managing this crawl budget, we guide search engines toward our most valuable and essential pages.
We don’t need to index every page on our websites.
It’s entirely acceptable to meta-noindex or disallow certain pages in the robots.txt file — in fact, it’s expected. This is because indexing everything could mean that Google might not crawl all of our pages, so they might not index all of our content. This would be a problem, as it could mean some of our high-value, top-converting pages might not rank organically.
That said, we shouldn’t be noindexing vast chunks of an e-commerce website without proper research. By noindexing huge chunks, we’re missing out on the ranking potential for key search behavior, e.g. locations, product sizing, etc.
Use of URL parameters
As users or owners of e-commerce websites, we’re likely familiar with URL parameters. Common areas that we see these parameters include:
Faceted navigation pages and product sorting options are typically blocked in robots.txt files, but it’s a good idea to find out how many of those pages Google is still serving to searchers. We can do this in our chosen crawling tool by selecting the option to ignore robots.txt rules. Alternatively, you can segment landing page session data in Google Analytics by URLs with parameters to see how many of those parameter pages are being served to users. Then, the session data will be used to show how many visits those pages are getting.
It may seem counterintuitive to do this, but these pages tend not to have unique on-page content, as they will have duplicated titles, headings, or body content, which means you could be missing out on other, more essential pages ranking for relevant keywords.
Measuring site speed across templates
With large e-commerce websites, it doesn’t make sense to simply test one or two pages and take that as a site speed reading across the entire website. Each page template is built differently. One type of page can load faster than another — even if all other test parameters are the same.
Testing site speed across multiple page templates
As discussed earlier, there are many different template types that can make up a successful website. Testing a selection of pages from each of these templates is recommended to get the best picture of the load time performance of your site.
An excellent way to do this is through using the PageSpeed Insights API and connecting it to Screaming Frog or using cloud tools such as OnCrawl or Site Bulb, which will test the speed of each page on your website as it crawls.
To do this in Screaming Frog, go to “Configuration”. In “API Access”, select “PageSpeed Insights”, and there you will see fields to include the API key.
Once done, in the “Metrics” section, you can select both the device that you want to track and the reports, metrics, etc., that you are interested in extracting page speed information. In the example below, we have selected Crux Data and TTFB (Time to First Byte) and LCP and FCP data. Although the crawl may take longer to complete, this information should now appear alongside the URLs in the final crawl.
Choosing your testing location
There are various tools you can use to test your site speed, such as PageSpeed Insights, WebPageTest, and GTmetrix, and most of these do allow you to set your testing location.
It’s important to test your e-commerce site from a location close to where your data centre is located (where your website is hosted), as well as one that is further away. Doing this lets you get an idea of how your real customers are experiencing your store.
If you have a CDN installed, such as Cloudflare, this is also useful, as it allows you to see how much of an impact the CDN is having on your website and how it helps your site load more quickly.
Wherever you decide to test from, remember to keep these locations the same each time you test so you can get accurate results.
Understanding caching and how it influences site speed
If your e-commerce website has caching installed, it’s even more important to test your pages more than once. This is because, on the first test, your page may not have loaded over the cache yet. Once it does, your results will likely be much faster than what you saw on your first test.
With or without caching installed, I would recommend testing each page template around three times for both mobile and desktop devices to get a good measurement and then calculate the average..
Common e-commerce website mistakes
Understanding the common problems that e-commerce websites make is valuable for learning how to avoid them on your own website, as the reasons some tactics remain underused come down to these errors.
Faceted navigation for e-commerce
Whatever your e-commerce site sells, it should be easy to navigate, with sensible menus and navigation options that clearly tell visitors what they will see when they click.
You can see this on the Boohoo website, a prominent fashion retailer in the UK. This image shows the women’s dresses navigation, but you can see how it is broken down by type of dresses, dresses by occasion, colour, how they fit, and even by current fashion trends. Users are able to navigate directly to the subcategories they need.
Good website architecture matters
The importance of good architecture cannot be underestimated and should be centered around the core actions you want people to complete. Ideally, it would be best if you attempted to set up a site with the homepage, followed by the subsequent categories, subcategories, and then the products underneath.
Boohoo has followed this same ideology with their architecture — as trends change and new lines of dresses are added, they can quickly expand and edit the architecture as needed.
Keeping it simple and scalable is the key to setting up good architecture. As your store grows, you will likely add more categories and products, so you need to be able to do this efficiently. You should attempt to keep important pages less than three clicks from the homepage and implement keyword research processes to create highly relevant page URLs and subdirectories.
You want people to buy your products, so don’t make it difficult for them. You can then have other areas on the site for content silos and blogs that link to the various categories and products around the site.
Creating effective product pages
The product page design shouldn’t detract from the shopping experience, and the product information should be as “friendly” and accessible as possible.
Try to use the product information you have available in your Product Information Management (PIM) system. Ensure that your sizes, measurements, colors, prices, and other details are easy to find, read, and understand. These details are even more vital if you happen to sell products that others also offer. If you’re not including any sizes, but your competitors are, you’re increasing your chances that potential customers can choose to buy from them instead. If you’re targeting multiple countries, consider whether you need to include your measurements in imperial, metric, or both. Information should be localized where relevant.
Some top ways to ensure you always include enough information and avoid thin content on your product pages are to:
Start with a 50-100 word introduction: Think about what the product does and who needs it? One way to do this can be seen in the example from Apple below.
List the critical features and technical specifications in bullet format.
Include a “deep dive” section: Write a detailed product description with use cases, relevant awards the product may have won, benefits of the product, images of the product in use, and any FAQs.
Make use of user-generated content such as customer photos and reviews.
End with a 50-100 word conclusion: Summarize the product and use a call to action to encourage your customers to make the purchase.
Including enough information can be the difference between whether or not you make the sale or whether a customer purchases from a competitor.
Utilizing FAQ content to sell more products
People undoubtedly have questions about your products. If customers can’t find the answers they need on your website, they’ll search elsewhere. They’re likely to buy from that website when they find the answers.
You can rectify this by having a general FAQ section on your website. This is where you would answer questions about website security, shipping and return policies, etc. When it comes to product-specific questions, these should be answered on the product pages themselves.
The need to monitor out-of-stock products
There can be many reasons why a product is out of stock, yet the page is still live on an e-commerce site, including:
Ultimately, out-of-stock products can lead to customer frustration. Unsatisfied customers and a poor user experience — on top of the SEO implications of so many unuseful pages — result in fewer purchases and, ultimately, a poor-performing e-commerce store.
There are many ways that the performance of an e-commerce website can be optimized and analyzed, and these are just a few. While they may be less common, they can allow you to get additional data, which, once acted upon accordingly, can help you to outperform others in your market.