help shoppers feel more comfortable buying...
TRANSCRIPT
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Google Confidential and Proprietary
Help shoppers feel more comfortable buying online
Google Trusted Stores
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Google Confidential and Proprietary
1 Overview
2 How it works
3 Impact
4 Getting started
Agenda
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Google Confidential and Proprietary
The Google Trusted Store Badge Google Trusted Stores is a badging program that can improve your conversion rate and average order size by reassuring buyers that you offer a great shopping experience.
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Google Confidential and Proprietary
AdWords Ad Extension
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The Google Trusted Store logo can also appear within your AdWords ads on Google.com.
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Google Confidential and Proprietary
Google Shopping
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The Google Trusted Store logo can now also appear next to your product listings on Google Shopping.
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Google Confidential and Proprietary
Product Listing Ads
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We have started integrating the Google Trusted Store logo in Product Listing Ads.
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Google Confidential and Proprietary
How Badge Metrics Are Calculated
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1. Retailer sends estimated ship date through conversion pixel
2. Retailer submits data feed with shipment tracking numbers
3. Google verifies shipping date with the carrier
4. Google calculates metrics
Shipping Metrics
1. Only when customers escalate unresolved problems to Google
2. Google gives Retailer opportunity to resolve the issue
3. Google calculates speed to resolution and frequency of escalation
Customer Service Metrics
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Google Confidential and Proprietary
Impact
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Retailers participating in the Google Trusted Stores program have observed increases in website conversion rate and average order size.
Store Conversion
Rate Order Size Total Impact In their own words
+1.4% +0.9% +2.3%
“We think anything that helps customers get comfort with
online retailers they may not know, will be a big driver for
the growth of ecommerce. The performance of Google
Trusted Stores has shown an ability to do this.”
Niraj Shah, Co-Founder and CEO
+2.9% +0.2% +3.1%
”Timbuk2 continually strives for *beyond your wildest
dreams* customer service and we're proud of what we
deliver. We look to a trusted source and brand like
Google to help keep us honest and share with our
customers and potential customers an unbiased
scorecard of our performance.”
Vivian Tsai, Director of Ecommerce and Retail
+3.1% +5.5% +8.6%
“It’s a win-win situation: consumers get the assurance of
seeing our performance grades based on the actual
experience of customers, while Beau-coup enjoys the
higher sales that come with that buyer confidence.”
Tom Cole, CEO
View more success stories at www.google.com/trustedstores/merchants
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Google Confidential and Proprietary
IT’S FREE
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Google Confidential and Proprietary
How to get started?
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With the Magento plugin for Google Trusted Stores, getting started is simple…
What you have to do:
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Google Confidential and Proprietary
Typical Lifecycle
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Retailer demonstrates reliable shipping and excellent customer service
Badge is awarded & appears on retailer’s site
Customer sees the badge and recognizes an excellent merchant
After purchasing, customer opts into purchase protection (free)
(Rare) Customer asks for help, retailer resolves the issue
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Google Confidential and Proprietary
How Do Customers ‘Opt In’?
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Javascript light box on the order confirmation page. Closes when customer clicks Yes/No or [x].
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Google Confidential and Proprietary
Resolving Issues
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If an issue arises, Google encourages the customer to contact the retailer first.
If customer requests Google’s help, Google automatically forwards the escalation to retailer, allowing 4 business days to resolve the issue directly.
If the issue remains unresolved beyond 4 business days, Google will help arbitrate a solution.
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Google Confidential and Proprietary
Additional Resources
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Google Trusted Stores page in Magento Connect: http://www.magentocommerce.com/magento-connect/google-trusted-stores.html
Step-by-step instructions:http://info.magento.com/rs/magentocommerce/images/GoogleTrustedStoresSetupinMagento.pdf
Google Trusted Stores Sign-Up: http://www.google.com/trustedstores/merchants/
Questions around the program:
http://support.google.com/trustedstoresmerchant/?hl=en