Request a Quote
Print this Page

Author Archive

5 Ways to Identify Gaps in Your Online Customer Experience

March 18th, 2016 by Paul Matker


Customer experience is the last source of sustainable differentiation and the new competitive battleground.Tiffani Bova, Gartner Vice President and Distinguished Analyst

Bova sums up the growing importance of delivering a world class customer experience in a nutshell. I think most business leaders would agree and are doing their best to meet or exceed customer expectations, but we still have a ways to go. According to the American Customer Satisfaction Index, in 2015 customer satisfaction with Internet Retailers dropped 2.4% in spite of an increased focus and investment in technology and resources to support e-commerce.

Why are so many still missing the mark? In my experience the number one reason for the gap is that too many businesses rely on personal preferences and internal opinions when it comes to designing the user interface.

The best way to close the gap and win the customer is to tap into the voice of the customer and use it to define your road map. Let’s take a quick look at five ways to identify gaps between your customer experience and consumer expectations.

Listen to the Voice of the Customer

  1. Check in with your customer care representatives and find out what customers are saying about each part of the experience. Have them track the number of calls that are related to the website, the mobile experience, and the store. Better yet, also sit down with one of them for an afternoon and listen in on some calls.
  2. Read inbound emails and live chat transcripts and identify common themes. Don’t forget to monitor social platforms
  3. Get out from behind the desk and visit the store. Watch, listen, and gain insights into shopper behavior. Pay special attention to how they interact with mobile devices while they’re shopping. Are they taking pictures of products, taking selfies next to mannequins, or asking a sales rep to help them locate a size or color that isn’t in the store?
  4. Conduct focus groups or usability studies that cover a wide variety of scenarios and take cross-channel/multiple-device shoppers into consideration.
  5. Gather feedback through product reviews and/or tools like ForSee to help you turn customer insights into an action plan.

Use this information along with traditional metrics such as traffic, bounce rate, time on site and pages per session to identify the gaps and develop your road map toward building a world class customer experience.

Author Archive

It’s Almost 2016! Happy New Year from Thanx Media!

December 31st, 2015 by Paul Matker

It’s New Year’s Eve and another year has flown by. Tonight at midnight, we’ll ring in 2016 and on Monday return to work with brand new 365 days ahead of us. I have a feeling that 2016 is going to be a huge year in e-commerce and both B2B and B2C businesses will be faced with a now-or-never choice: either modernize their digital platforms to deliver a truly omni-channel experience or fall permanently behind. Most, if not all, will opt for the former.

It’s an exciting time to be a part of the world of technology and we’re looking forward to rolling out new ideas and product updates that will help our customers win the e-commerce race and delight their users. It’s going to be a great year and we look forward to working with all of you to find and implement the best solutions and the tools you need to to grow your business in this rapidly changing landscape.

Wishing you and your families good health, happiness, and success in the new year.

Happy New Year from all of us here at Thanx Media!

Author Archive

Will Black Friday Become a Thing of the Past?

December 3rd, 2015 by Paul Matker

The Friday following Thanksgiving, Black Friday, has been regarded as the beginning of the holiday shopping season in the U.S. since at least the 1930’s. For many retailers it’s the busiest (and most important) day of the year. In recent years the shopping frenzy has started long before Thanksgiving and a larger percentage of that business is happening online rather than in the store.

Read the rest of this entry »

Author Archive

Happy Thanxgiving!

November 25th, 2015 by Paul Matker

As we head into the business of the holiday season, I want to take a moment to pause and express my gratitude for all of the blessings we’ve experienced over the past year.  2015 has been a whirlwind year and I am incredibly thankful for my team, our family of clients, and our rich network of partners.

You have all contributed to our success in so many ways. Enjoy your time with friends and family. Here’s wishing you a Happy Thanksgiving and a joyful holiday season.

I can’t wait to see what we accomplish together in 2016!

Happy Thanxgiving!


Author Archive

Thanx for Sharing: Conference Takeaways on Millennials

November 18th, 2015 by Paul Matker



We’ve had the exciting opportunity to enter into the Electrical Distribution e-commerce space with our Hawk Search and ROC Commerce platforms. E-commerce is increasingly important for distributors as consumers, especially millennials, continue to shift toward doing business online.

The National Association of Electrical Distributors (NAED) offers its members opportunities throughout the year for education, networking and booth sessions with industry leaders. Recently we had the opportunity to attend the Eastern Regional NAED Conference in Orlando, Florida. It was a great way to meet people within the industry, but more importantly learn about the challenges, opportunities and future trends facing distributors today and in the future.

Read the rest of this entry »

Author Archive

15 Minutes of Fame—Can Your Website Handle It?

November 12th, 2015 by Paul Matker

If you’ve ever watched the TV show Shark Tank, you know how important 15 minutes can be to the potential success (or failure) of a business. Hopeful entrepreneurs have 15 minutes to convince the “sharks in the tank” that their idea is worth investing in. The five titans of industry can be ruthless when it comes to giving feedback to a poorly prepared participant. What makes for juicy reality TV can help—or hurt—businesses. How ready are you to swim with the sharks?

Read the rest of this entry »

Author Archive

2015 Online Holiday Shopping Trends

October 8th, 2015 by Paul Matker

Experts are predicting the first slowdown in holiday spending since 2012 and another major shift in where the spending will take place. The National Retail Federation (NRF) recently predicted that holiday spending will increase 3.7% this year as compared to 4.1%. While this is lower than 2014, it’s still significantly higher than the 10-year average of 2.5%.

What’s really notable about the 2015 holiday predictions is the continued significant shift in consumer behavior from offline to online purchasing.

Read the rest of this entry »

Author Archive

Business Buyers Spend More Online

September 17th, 2015 by Paul Matker

There’s been a lot of discussion about the growing importance of digital for companies in the B2B space in order to meet the changing expectations of business buyers. If there’s any doubt remaining about the business value associated with upping your e-commerce game, Forrester’s latest report is sure to change your mind.

Read the rest of this entry »

Author Archive

The Hidden Cost of Delaying the Pursuit of B2B E-commerce

August 20th, 2015 by Paul Matker

close up of male hand holding burning dollar money

Many companies that have experienced success through traditional “feet on the street” approach to selling products and services to businesses are still not convinced of the need to invest in an e-commerce presence. Why? Because it can be expensive and often involves overcoming concerns from the sales force about channel conflict and the death of the sales person.

Read the rest of this entry »

Author Archive

Channel Shifting B2B Buyers Drive eCommerce Growth

July 16th, 2015 by Paul Matker


B2B buyers are shifting toward a digital-first approach to their research and purchasing behavior which is driving dramatic growth in the number of online transactions. Forrester estimates that US B2B eCommerce will reach $780 billion in 2015 and by 2020 online sales  are predicted to exceed $1.1 trillion.

Read the rest of this entry »

Keep In Touch

Feed Feed


Blogger Profiles

Paul Matker
Paul looks forward to discussing ways to develop your website into the ultimate sales channel, while also bringing you the latest Thanx Media news and announcements.
Marcel Munoz
Check out Marcel’s blogs for insight into developing a more technical approach for your website, as well as creative ways to generate more revenue.
Dan Bulauski
VP of Sales
Dan’s years of retail experience allow him to contribute helpful tips on how to capture greater metrics and carve out a larger market share.

Our Old Stuff