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How to Build Trust with Ecommerce Buyers This Holiday Season

Consumer shopping behaviors have changed dramatically since the onset of the coronavirus pandemic, with ecommerce retailers seeing unprecedented growth in traffic and sales

While retail stores are slowly beginning to reopen, many consumers have made online shopping their new default. Some 71% of U.S. adults plan to do more than half of their holiday shopping digitally this year. 

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Customer centric

Like any popular business term, “customer centricity” is often abused by businesses that shoehorn it into their core values. Unsurprisingly, this doesn’t cut it. It’s actually better not to claim customer centricity if you can’t get people across your business to really care about your customers.

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Fire

As much as we’d like to think that we’re rational, the reality is, we make many of our decisions emotionally.

Clicks, shares, purchases, comments, engagement are all subject to emotional decision making.

So how can you use this fact to your advantage?

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Cognitive Biases

Persuading completely rational people to make a rational decision or take a rational action would be easy. Unfortunately, you’re stuck dealing with irrational thinking, fueled by cognitive biases and emotions.

So, how do you persuade effectively when people are so heavily influenced by subjective (and contextual) factors?

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Emotional Persuasion

You’d like to think that you’re a completely rational person making completely rational decisions, right? It’s nice to believe that you haven’t made major life decisions based on how you were feeling.

Well, you have. Many times.

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10 Useful Findings About How People View Websites

Eyetracking and other user research have studied how people look at websites. Here are 10 useful findings you can use.

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Online Manipulation: All The Ways You're Currently Being Deceived

There’s a fine line between online persuasion and manipulation.

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Password UX

Have you ever forgotten a password for a site? What about a security question?

Have you ever spent a ridiculous amount of time trying to think of a password you can remember, but also complies with a list of arbitrary requirements (e.g., seven uppercase letters, four special characters, etc.)?

When these UX problems pop up, they cause friction.

Friction that prevents new SaaS customers from signing up, friction that prevents loyal eCommerce customers from creating an account for next time, friction that prevents current customers from accessing their accounts.

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18 Scarcity Examples that Can Boost Sales

It’s a cultural trope to “want what you can’t have,” but it’s also a principle based in decades of psychological research. That principle, scarcity, is incredibly powerful in marketing, persuasion, and conversion optimization—when done right.

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8 Ways To Measure Satisfaction (and Improve UX)

A good user experience equals more money. But how do we measure user experience? How do we know if it’s getting better or worse?

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Enroll in the Conversion Research Sprint

Introducing our new done-with-you 6-week live interactive training program. In this program, you conduct actual conversion research for your business while we guide you through it.

Whether you attend alone or bring 10 colleagues, the price is the same.

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