We held a live Twitter chat with @UPS on Thursday Sept. 26th. Participating was Melanie Alavi, UPS Retail Marketing Manager. Here are some of the highlights from that event.
Only 30 more minutes until we share consumer insights with @YSmallBusiness and YOU! Follow along at #GoSMB pic.twitter.com/5Ifo6Z94wS
— UPS (@UPS) September 26, 2013
The chat took a basic Q&A format.
Q1) The holiday shopping season is just around the corner, so how can retailers make themselves more accessible? #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
A1: @YSmallBusiness Keeping consumers informed is a must! And offer plenty of delivery options. #GoSMB — UPS (@UPS) September 26, 2013
A1) Here are some tips for online retailers for the holiday season that we put together last year. http://t.co/sFpozuSsM3 #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
@YSmallBusiness #GoSMB a1 free shipping yes- comparatinve prices- great customer service- keep updated of delays — MOM4EVERANDEVER! (@MOM4EVEREVER) September 26, 2013
On to question 2…
Q2) Is mobile important for online retail? If so, how do I integrate it into my biz? #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
@YSmallBusiness Q2: yesyesyes! so many people shop online on their smartphones #gosmb — Jennifer (@redfuzzycow) September 26, 2013
Q2: @YSmallBusiness Absolutely! Get your app together 😉 #GoSMB
— UPS (@UPS) September 26, 2013
@YSmallBusiness According to our study with @comScore, 41% of consumers spend more on mobile websites than online. #GoSMB — UPS (@UPS) September 26, 2013
@YSmallBusiness [From study] Tablets are used more to aid smart shopping and 55% compare prices. #GoSMB
— UPS (@UPS) September 26, 2013
Q3) What causes shopping cart abandonment and how can merchants decrease it? #GoSMB — Yahoo Small Business (@YSmallBusiness) September 26, 2013
@YSmallBusiness They get distracted. Shoppers go away to find coupons or they add things to their cart they're just considering. #GoSMB
— Shopseen (@shopseen) September 26, 2013
Q3 @YSmallBusiness LOTS of things. Excessive shipping time is one of them. Retailers should offer a variety of delivery time options. #GoSMB — UPS (@UPS) September 26, 2013
A3) Customer care is one of the keys to keep your shoppers on site. here's an article about that. http://t.co/Ph3f82dPOH #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
a3) here's another set of tips for keeping your store successful – ten tips for a great online store. http://t.co/EQjnWxgATF #GoSMB — Yahoo Small Business (@YSmallBusiness) September 26, 2013
Q4) What improvements can be made in the post-purchase stage? #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
A4: @YSmallBusiness Have an easy to find and hassle-free returns policy. #GoSMB — UPS (@UPS) September 26, 2013
@YSmallBusiness #GoSMB I did leave items in a cart and business said via email hey you have stuff in your cart you left-offered discount
— MOM4EVERANDEVER! (@MOM4EVEREVER) September 26, 2013
@YSmallBusiness According to our study, 67% shop more with a retailer that has a hassle-free returns policy. #GoSMB — UPS (@UPS) September 26, 2013
@YSmallBusiness Q4 offering coupons for your next purchase or upgrading shipping on next order #GoSMB
— Yadira Juarez (@lucasjmom) September 26, 2013
@UPS re A4) GREAT answer about returns policy – here's more on a good returns policy. http://t.co/5F1wAfUdZG #GoSMB — Yahoo Small Business (@YSmallBusiness) September 26, 2013
Q5) Does offering FREE shipping really make a difference? #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
A5: @YSmallBusiness YES! 76% of online shoppers added items to their cart to qualify for free shipping, a 6% increase from last year. #GoSMB — UPS (@UPS) September 26, 2013
@YSmallBusiness Retailers should also test FREE shipping promos at different times of the year. #GoSMB
— UPS (@UPS) September 26, 2013
@UPS @YSmallBusiness That's a great idea! Especially around the holidays. They'll see huge rewards! #GoSMB — Shopseen (@shopseen) September 26, 2013
a5) here is an infographic on free shipping and whether a business should offer it. http://t.co/e17iO6Kc0b #GoSMB
— Yahoo Small Business (@YSmallBusiness) September 26, 2013
Q6) How do consumer expectations vary around the world? #GoSMB — Yahoo Small Business (@YSmallBusiness) September 26, 2013
A6: @YSmallBusiness We know consumers around the world want more convenience, but every region is different: http://t.co/OBFhOyakgT #GoSMB
— UPS (@UPS) September 26, 2013
@UPS @YSmallBusiness wow that's really interesting! #gosmb
— Jennifer (@redfuzzycow) September 26, 2013
Q7) We have a lot of merchants starting to sell in Asia. Any tips for making that a positive customer experience? #GoSMB — Yahoo Small Business (@YSmallBusiness) September 26, 2013
A7 @YSmallBusiness There's plenty of room for improvement. Through our study we found that only 50% of Asian consumers are satisfied. #GoSMB — UPS (@UPS) September 26, 2013
Q8) What advice do you have for managing returns across international borders? #GoSMB — Yahoo Small Business (@YSmallBusiness) September 26, 2013
A8: @YSmallBusiness Know your costs up front and have a plan in place because international returns are a reality! #GoSMB
— UPS (@UPS) September 26, 2013
Q8: con't Investigate & know options & best price 4 shipping & brokerage fee reduction 4 intern client Help them have best experience #GoSMB
— Cathy Thinking OutLd (@CantonCathy) September 26, 2013
A big thanks to @YSmallBusiness for hosting us for today's #GoSMB chat. Learn more about consumer trends: http://t.co/HM5pZmsS3l #GoSMB
— UPS (@UPS) September 26, 2013
