Searches with no results are the shopping list nobody reads
An empty search is the only place where the customer writes down what they wanted to buy and didn't find. Four causes explain almost all of them, and...
Out-of-stock products in an online store: hide, push down or show?
Hiding out-of-stock products looks like the obvious decision and is usually the wrong one. What shoppers do when they run into one, the three options compared, and why store search sometimes shows stock that is no longer there.
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An assistant that can't say "I don't know" is a problem
How we confined the answers to the catalogue and the store's own pages, and why we'd rather hand over to a person than risk a nice-sounding answer.
People who search buy more. That doesn't mean what it looks like
The correlation is real and it shows up in every store. The conclusion people draw from it is usually wrong, and it leads to optimising the metric ins...
Too many filters are a place where the sale dies
Twenty facets on a list of nine products. How to decide what to show, in what order, and when it's better to show no filters at all.
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