Last week I had the opportunity to attend Demandware XChange for the first time. After 3 days of meeting hundreds of ecommerce all-stars and learning how
Demandware is innovating on behalf of their clients, I can say with full confidence that this was time well spent. While many at Demandware spent the first day in training, the Invodo contingency spent a half day getting to know the Demandware LINK and eCommerce Strategists teams a bit better. The LINK program acts as an ecosystem of certified technology and solution partners that are true extensions of the Demandware platform, and Invodo is proud to be a Premier member of this exclusive family. The Demandware team does an excellent job of recognizing that one solution provider cannot do everything that is required to build and maintain world-class online commerce and marketing systems, so they partner with best-of-breed “specialists” in email marketing, web design, ecommerce video, social sharing, tablet experiences, mobile enablement, order fulfillment, customer support, and many more.
Day 2 was when the main conference really kicked into high gear. While I didn’t catch all of the opening session, I did hear a very motivational speech by Bert Jacobs, CEO (Chief Executive Optimist), of the Life is Good Company. Flying Frisbees and life perspective were on tap, and I would highly recommend that you jump at the chance to see Bert speak if you get the opportunity. The rest of the day was filled with breakout sessions geared towards educating and inspiring Demandware customers and partners in all things ecommerce. I won’t go into the details, but lets just say that if you attended, you got a solid smattering of information on everything from best practices in responsive web design to strategies for entering the Chinese ecommerce market. Heavy participation from the Demandware client base in these sessions showed the passion they have for their work and their willingness to share insights with colleagues, and even (in some cases) competitors. We capped the day with some fun and relaxation at Kings Back Bay, where I proceeded to put the other bowlers in my group to shame. I was quickly reminded, however, to keep my ego in check as Greg Moss of Resource Interactive made quick work of me on the lanes.
After two days of networking, indulging yourself with great food and drinks, and trying to keep up with the growing mountain of email in your inbox, the natural thing to do would be to take a break. No rest for the weary though. Invodo was determined to close out the conference strong, and I think we achieved that goal in a 60 second partner “speed dating” session in front of 500 Demandware clients, employees, and partners. You really had to be there to get the full force of what was said and shown, so I’m just going to go with the ‘ole saying “a picture is worth a thousand words” (and video is worth a million). Let’s just say it was titillating for everyone in attendance.
We want to thank the entire Demandware family for including us in this awesome event. Cameron Peek and I had an amazing time in Boston meeting the Demandware staff and clients, and we will surely be back again next year. What a “wicked smaht” group of people!
Cheers,
Keith
Retail Touchpoints recently honored our client The Step2 Company with a bronze Channel Innovation Award. The awards honor “retail leaders who are achieving cross-channel success in today’s challenging retail environment.” That describes Step2, the leading manufacturer of preschool and toddler toys, perfectly. They distribute through more than 70 retailers worldwide.
A couple of channel innovations from Step2 cinched them the award. First, they use video in selling directly on their site, www.step2.com. They found that shoppers who view video are 174% more likely to purchase than shoppers who do not. This conversion lift makes video a no-brainer for use in their direct channels.
But the majority of their sales are through channel partners. So Step2 developed posters featuring QR codes linked to the product videos, then deployed those posters throughout Toys R Us stores. Shoppers scanning the codes were taken directly to the product videos, letting them see the product demonstrated while they were in the store. That’s an ideal use of QR codes, in my opinion: helpful information in the shopper’s hand at the point of purchase.
Read more about Step2’s success, and learn who the other 8 winners were, here. Or, to see how Step2 uses video to connect with moms, watch the video below.
Congratulations to our friends at the Step2 Company!
Last week I had the pleasure of attending MarketLive’s 9th annual customer summit. Luckily for me the event was once again held at the Fairmont Sonoma Mission Inn- a great venue in beautiful California wine country. MarketLive could not have chosen a better location for sharing best practices and the latest strategies to drive results.

As a frequent attendee of eCommerce industry events, I found the MarketLive Summit to be a refreshing break from the norm. More than most conferences, attendees at the MarketLive Summit were deeply committed to openly sharing their best practices, going so far as to include the “secret sauce” of some of the most innovative sites. This brought about great discussions on how to create a cohesive strategy that attracts customers, increases conversion, deepens loyalty, and improves engagement across channels.
My key takeaways from the event are:
Amy Africa is a ROCK STAR
In her no holds barred presentation, the CEO of Eight by Eight entertained and educated a packed house with her “18 things every website must have.” My favorite of these research backed insights included:
1. Clear CTA’s are crucial for eCommerce. Use multiple Add to Cart buttons and have eternal carts at the top of every page
2. Mobile is a game changer. Start small with an entry page and some mobile friendly emails. Get it right and expand from there. Speed is EVERYTHING
3. Video helps buyers better understand your story. Keep your SEO strategy in mind at all times. Ask how to use video in intra-site search and to drive conversion
4. Spend 10% of your time experimenting with new strategies. Know that 6 out of 10 will fail – embrace this
You Can’t do Everything; Focus on the Fundamentals
Ken Burke, MarketLive Founder and Chairman, suited up (in a track suit) to deliver an energetic coaching session. The topic? A systematic approach to deciding where to focus your company’s limited time and resources. His “Decision Matrix” balanced nine activities/projects with the most important business objectives. The output was a numeric score to rank your priorities. If you ask nicely, I am sure he will share his methodology. One key takeaway- Pinterest does not matter if site experience is driving away customers who had a hard time finding you because of poorly executed SEO.
Do More, Spend Less
Peter Taylor, Director of Business Development and eCommerce at Sport Chalet, shared his best practices for dealing with the trend toward less resources and more demands. As bandwidth laden consumers demand richer content for their devices, Sport Chalet builds and leverages relationships with brand manufacturers to meet that demand. The demand leads to manufacturers being more willing to supply content for their most engaged sellers. Invodo has witnessed this trend first hand with more brands and manufacturers becoming interested in creating conversion driven video in addition to their traditional brand-focused content. Peter stressed the need to fully utilize the capabilities of your existing technologies echoing Ken Burke’s focus on fundamentals.
What “Path to Purchase”?
This insight from the MarketLive 2012 forecast highlights the growing complexity of how multiple channels effect how consumers find and interact with a brand. Capturing and correlating these interactions to form a single user identity can prove a daunting and expensive task. Focus on “simple” opportunities to track the origin of interactions. Examples include using different toll free numbers on web and social media sites to identify where a shopper’s question originated or using location/user specific QR codes.
I am already looking forward to next year’s conference and am excited to use what I learned from this year’s conference to help Invodo clients take advantage of the ever-expanding multi-channel opportunities out there. If you want to learn more about how video can be leveraged across all your channels or if you just want to chat about some more takeaways from MarketLive give us a call.
I’ve read several posts and articles lately about the impact of user-generated video content (UGC video for short). It can seem like a powerful tool, helping knock down two important barriers to launching a video program. First, it helps get around the challenge of producing by pushing the burden to your customers. Second, there’s an argument that consumers are more easily influenced by UGC video, because it comes from someone like them.
There’s some truth to the first argument if coverage is a bigger concern than ROI. The second argument has been soundly proven wrong by research conducted by the e-tailing group and released earlier this year. Retail Customer Experience summarized the findings here or download the full report, sponsored by Invodo, at this link.
And now Comscore has released a report that compares the impact of UGC video with professionally produced video. Like the e-tailing group research, it shows that professionally produced video has a higher impact on consumers than UGC video. (30% higher impact, in fact, based on a 24.7% lift for professionally produced video vs an 18.7% lift for UGC video). Here’s what adds credibility to the findings: the research is sponsored by EXPO, a platform for UGC video. That makes the findings a bit like Coke winning the Pepsi challenge. We can be pretty sure that this research isn’t biased.
The report also finds a higher impact when consumers view both professionally produced video and UGC video together. That leads Jack Loechner to make a case in MediaPost that a retailer or brand should deploy both to realize the full impact. As a guy who’s on the ground helping retailers and brands launch video programs, though, I have to disagree with his conclusion for two reasons.
First, only a minority of consumers will choose to view both videos. That means that the “synergy” the report suggests will, in reality, be realized only on a small percentage of transactions. The second consideration is the bigger one. Where you are in your video program? If you’ve covered all your key products with video, the recommendation to further increase lift by adding UGC video makes sense. If – like many retailers and brands – you still haven’t covered all your key products, the math based on Comscore’s numbers would say that there’s higher return in broadening that product coverage first.
Kudos to EXPO for sponsoring the research and adding to everyone’s knowledge about how video impacts business. User-generated video has a place in the market now, and that place may well grow as the market evolves and matures. For now, when I look at the data combined with an understanding of where retailers and brands are in adoption of video, I think businesses should start where they see the highest ROI. UGC is a consideration for the not too distant future – but it’s not where most retailers and brands should be focusing their video efforts.
Online retail started with product descriptions long before consumer ratings and reviews were added. And in the same way, professionally produced product videos will become table stakes long before UGC video attains similar status.
See it differently? Let me know in the comments.
Customer Service in the Cloud recently released a list of top companies using video for customer service. As they note in the article, video for customer service can reduce call volumes, decreasing costs while increasing customer satisfaction. It’s a win for the business as they save on call center costs, and a win for the customer as they avoid waiting on terminal hold.
We’d like to congratulate our client Verizon Wireless for making that list in the #4 spot, along with other marquee names such as Lands End and Starwood. Read the full article here, or see first-hand what they’re talking about by checking out the Verizon Wireless video gallery.
Last week, I had the pleasure of attending an innovative and enlightening mobile shopping event in Chicago, Remodista’s Bricks + Mobile: a Moximoré Collaboration. The event brought together traditional brick and mortar retailers, digital brands, and mobile developers and service providers to consider the implications of the mobile revolution in shopping.
Mobile technologies – from smartphones and tablets to Quick-Response (QR) Codes and location-based services – are transforming the shopping experience. The Acquity Group’s Tom Nawara provided the context for the day’s conversation in the form of some startling statistics:

Clearly, the mobile revolution in shopping is upon us. Less clear is what the revolution means to brick and mortar retailers. Will mobile devices transform physical stores into showrooms for online retailers like Amazon? What happens to customer service and customer loyalty? How are traditional retailers supposed to compete? The anxieties surrounding this new technological order are well-known, but the response offered by the participants at this event was refreshingly hopeful. Rather than lament the rise of the mobile shopper, the conversation on this day was dominated by a sense of opportunity.
Lesson 1: Mobile is not the Enemy
Actually, I like the way Molly Garris of Leo Burnett and Bryan Gailey of Arc Worldwide put it better: Mobile is the Frenemy. Done well, mobile can help retailers better connect with customers – before, during and after the shopping trip. In their hilarious presentation on the 8 Acts of Shopping, they highlighted several ways retailers have successfully harnessed mobile technology to better serve customers: Macy’s & Clinique provide iPads to help customers learn about products while waiting in line; Best Buy utilizes QR codes linked to extensive product information reach customers when sales staff are busy; and Sephora uses videos on tablets to demonstrate proper makeup application. Rather than viewing mobile devices as a threat to in-store sales, these crafty retailers have turned it into a powerful conversion tool.
Lesson 2: Mobile transforms Customer Relations
If there was a single, dominant theme, it was a desire among retailers to provide a more personalized, customized and engaging shopping experience for their customers. Several panelists pointed to mobile as a technology capable of delivering on the promise of a one-to-one relationship with customers. Jason Haefner, Director of Online Marketing for Dyson, noted that mobile devices allow the company to reach customers in retail stores, to provide a more immersive shopping experience, and more detailed information about their technologically complex products. Jeff Neville, COO of Digital Li-Ning, underscored the importance of genuine engagement, which means more than just pushing product. For Li-Ning, tablets and other mobile devices offer new modes of communication with customers, helping the company deliver helpful tips and tapping into communities of enthusiasts.
Lesson 3: Mobile isn’t monolithic
There are fundamental differences between different mobile technologies. As Molly Garris explained, mobile phones represent a “forward leaning” technology, designed for active searching and immediate results, whereas tablets are more of a “lean backward” technology, ideal for browsing and exploration. In order to make the most of mobile technologies, retailers need to design experience that play to the strengths of different devices. For in-store shoppers, that means providing access to detailed product information at the point-of-sale; for table shoppers at home on the couch, that may mean providing broad category education designed to reward reflective consideration.
Lesson 4: Mobile demands Innovative Design
Alexandra Wilkis Wilson, co-founder of Gilt Groupe, closed the event with the most important lesson of the afternoon. To be truly engaging, immersive, transformative, and personalized, mobile technology requires rich content. As Alexandra put it, Gilt Groupe’s success is predicated on transforming the shopping experience into entertainment and sport. In this new environment, content is best delivered through imagery, and the best way to deliver an aspiration shopping experience is to “romance the product.” Recognizing that text is passé after the mobile revolution, Alexandra noted, retailers must explore new ways to bring products to life for customers. Katie Kerrigan, eCommerce Manager for traditional regional furniture retailer The Room Place, echoed this sentiment, saying that the challenge is bridging the gap between the sensual experience of shopping in the showroom versus shopping online.
Mobile technology offers a chance to fundamentally rethink the way products are presented to consumers. If the technology revolution is accompanied by a content revolution, the future of shopping will be bright.
It seems that a day can’t go by in the eCommerce world without a mobile headline. And for good reason! The data has spoken and mobile commerce is no longer the future- it is here! With Nielson Wire reporting that the number of mobile subscribers owning smartphones is about equal to those owning feature phones, it is only natural to wonder what is driving this trend and how retailers and brands will react. 
You may be asking yourself- why is Invodo, a provider of video for business, talking about mobile? Well for starters mobile and video are not mutually exclusive and in fact they go hand in hand. Take for instance our consumer survey data which found strong adoption rates of product video among smartphone and tablet users.
Or check out these three recent articles on the important role of video in mobile:

All this publicity is sure to drive attendance at April’s mobile focused events- Bricks and Mobile in Chicago on April 18 and Mobile Shopping Spring in San Diego April 23-25. We will be sending a representative to report on Remodista’s Bricks and Mobile and promise to bring you back as many insights from the event as possible.
Will you be at Bricks and Mobile or just want to meet with Invodo to discuss how you can incorporate video into your mobile strategy? Reach us at (800) 280-4122 or send us an email support
invodo
com
A few short weeks ago we released Delivering Superior Shopping Experiences via Video, in conjunction with research firm the e-tailing group. We were excited to release it because it’s the first research of it’s kind; direct insights into how consumers interact with video in the shopping experience.
It generated quite a bit of coverage, which fell into two broad groups. The first group focused on the behavioral element, noting that the research demonstrates how videos boost consumers’ confidence in their purchase. Several years worth of quantitative data has shown that video at the point of purchase increases conversion and decreases returns. This survey data gives us the reason behind that conversion lift: consumers feel more confident in their purchases because they have had a clearer look at the product. Publications that covered that angle include:
The second group noted that the research has profound cross-channel implications, as the survey found that video was a preferred form of content for smartphone and tablet users. This is timely; as both the MediaPost and E-Commerce Times articles note, there are now as many smartphones in the marketplace as feature phones (or what I call “dumbphones”, i.e. non-smart phones). That means we’re entering a world where the majority of consumers have a video shopping tool at their fingertips – if businesses are willing supply the content. Those publications included:
OK, clearly I find the research interesting and so do the publications above. How about you? If you haven’t read it, download it here and let me know what you think in the comments.
After opening with a $152MM weekend ten days ago, “The Hunger Games” remains the top box-office draw in the US. It’s now up to $250MM, and there’s speculation that strong word-of-mouth from those who’ve seen the film could drive it to dominate the box office for a third weekend. Clearly the movie, based on Suzanne Collins’ teen novel about Katniss Everdeen, has both buzz and staying power.
The story’s intended to teach life lessons, but it It also has lessons for retailers, brands and other companies creating video for business. (When you enjoy your work as much as we do at Invodo, nearly everything relates to it). Here are five lessons I took away:
1. Question the accepted ways of doing things. In Panem, the dystopian setting for the story, the twelve Districts surrounding the Capitol once rebelled. As punishment, two teenage representatives from each District must compete in the annual Hunger Games, a televised battle to the death with only one winner.
It’s implied that this functions as some sort of social control by giving the populace just the right mix of hope and fear. This is a great setup for the story but doesn’t, when you think about it, make a lot of sense. (Unless you think that “Jersey Shore” and “Ice Road Truckers” are similar conspiracies to keep us in line). In order to enjoy the movie, you just have to accept it and move on with the story. Maybe it’ll make more sense when I finally read the book.
However, when you’re launching a video program, you’ll want to question things that don’t make sense. You’ll hear arguments that your videos have to be short, thirty seconds or less in some cases. And someone will probably make a claim that user-generated videos are inherently more credible. Question those assumptions, because they may not hold. In fact, recent research shows that consumers are willing to watch two minutes or longer for video that genuinely helps them with a purchase decision, and they find professionally generated content more trustworthy.
2. Show your audience what matters to them. Once the combatants (“tributes”) are selected and trained, they must demonstrate their skills to potential sponsors. This, Katniss’ mentor explains, is crucial. Sponsors provide supplies that can make the difference between life and death, so “make sure they remember you.” Katniss, an accomplished archer, takes his advice to heart and startles a bored crowd by putting an arrow through the apple in the mouth of the main course on the buffet table. It scares the heck out of them – and they remember her.
Like the sponsors in the movie, your potential customers are dealing with a great deal of noise and distraction. If you want their attention, you have to earn it by clearly showing something that matters to them. If they’re shopping for a product, cut to the chase and show them the features that matter. If it’s archery they’re after, take aim and let fly like Katniss did. Either way you’ll cut through the noise and get their attention.
3. Focus on what matters in the long term. Another bit of mentoring Katniss acts on is the advice to avoid getting drawn into the immediate battle for weapons and food when the tributes are first released in front of a “cornucopia” brimming with supplies. Instead, she focuses on what’s needed for survival – finding strategic high ground away from the others as well as a supply of water. By doing this she avoids the initial pitched battle over resources and is better positioned for long-term survival.
It can seem like there’s a cornucopia of shiny objects to distract you when you’re launching a video program. The prospect of going viral is only one of many shiny objects that will tempt you. If water is what really matters for survival, producing and deploying effective content across your site and product catalog is what really matters for a video program. Analytics are important, but look for ways to ensure that analytics and customer feedback are a seamless part of the production process. A fully integrated workflow that brings it all together provides a real advantage over a competitor more focused on the shiny objects.
4. Think and act strategically. Katniss may seem like an underdog, but she is a strategist throughout – whether evening the odds by purposely destroying a stockpile of weapons and food, or using a personal situation (I won’t give everything away) to manipulate the Gamemaster into changing the rules. Strategy can trump superior firepower and perhaps even allow a cunning combatant to take on the established power structure.
Strategy is a plan designed to achieve a vision. So your video strategy starts with the vision, and the vision leads to one or more goals. Perhaps it’s increased conversion, perhaps it’s SEO benefit, perhaps it’s customer experience. Once you’ve defined those goals, define the metrics that matter. It’s worth remembering that many video platforms excel at measuring what matters to publishers, yet can’t measure the single most important metric for a retailer or brand – conversion lift. By knowing what your objective is and what metrics tell you if you’re achieving it, you can ensure that your video program is deployed strategically rather than as a vanity or me-too project.
5. You can’t do it all yourself. Even in a winner-take-all game, Katniss bonds with a younger combatant named Rue and works with her to defeat an alliance of stronger enemies. And she ultimately pairs up with Peeta, also from District 12, to win the game by redefining the rules and facing down the Gamemaster.
A successful video program isn’t launched by one person. It delivers results to a team of stakeholders and it’s smart to involve them early to gain buy-in. Identifying stakeholders (ecommerce, brand, creative, merchandising) and bringing them to your side is crucial. Just as important is the selection of a video partner. Select a partner who is expert in the type of production you need, can deliver metrics to prove it, and is able to scale beyond the capabilities of an in-house program.
And as you go forward with your video program, may the odds be ever in your favor!
We knew when we engaged the e-tailing group to complete a study of over 1,000 consumers on how they use video in a business context that it would yield valuable insight. What we were unprepared for was just how groundbreaking this research would be. Frankly, we haven’t seen “voice of the consumer” data like this before. And we’ve been working hard with the e-tailing group’s President, Lauren Freedman, to package this information up in a way that’ll be helpful to all retailers and brands.
Excited yet? We are. Because today, we announce the official release of these findings in the whitepaper, Delivering Superior Shopping Experiences Via Video: Consumer Insights and Retail Execution. In this report, Freedman summarizes the results and draws game-changing insights from her research.
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