Gartner Blog Network


The quest for a new helmet and website capabilities.

by Gene Alvarez  |  February 19, 2014  |  Comments Off on The quest for a new helmet and website capabilities.

My son took up skiing this year, which is great, but now I needed a new helmet since he was now using mine. We’ll my helmet is a XXL which turns out to be a hard size to find. So after trying a skis shop I thought that the web is the easier way to fine this rare item. Little did I know that it would take me on the road to research and site evaluations.

My first attempt was to Google a local skis shop chain and hit their site’s helmet section. Once there I found I could look for helmets by brand and price but not by sizes in stock. That left me with going helmet by helmet only to find none and abandon the site.

Next I tried the “ski helmet” Google search and that took me to a few sites. One site’s helmet link took me to bike helmets mixed with ski helmets. So I had to wade through sorting helmet types and look a teach one to see if they had my size. Another site had a link for helmets and goggles that served me up helmets and goggles so it was the same as the other site and I could still not look by size and in stock.

So back to Google, this time I tried “XXL Ski helmets” and found a site that promised to have helmets in L-XXL only to find that they didn’t have any on the site in XXL.

On my last site this site was like the others no search by size availability, only by brand and price but I managed to find a helmets in my size with a stock availability of 2 and a warning to buy quickly. So I selected my color and size and hit the add to cart button. Thinking my adventure was getting to a close. I then went to my cart to checkout only to find that the helmet was not in the cart. I tried adding it to the cart again and then a third time and then a forth (Please sell me this helmet – Pretty Please) we’ll no success. Now I went to Amazon and put in “XXL Ski Helmet” the look a head type came up with “XXL Ski Helmet in sports & outdoors” and “XXL Ski Helmet men in sports & outdoors”. Once on the helmet page I had options such as selecting by color, brand, helmet size, customer reviews, international shipping, condition, price, discount and seller. Well let just say that Amazon impressed me by making my search easy enough that next time I would just start there. That is how organizations get on the road to customer loyalty.

Now after reading this are you wondering about your organizations web experience? Are you wondering if their are people like me that want to buy something for personal or business reasons that can’t get to products and services your organization sells? Because if you aren’t then you should be, because bad site experiences never get the customer relationship started and you can lose them to those who provide a better online experience.

Ever have an adventure like this? If so tell us about it.

Additional Resources

View Free, Relevant Gartner Research

Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence.

Read Free Gartner Research

Category: crm  e-commerce  web-and-crm  

Tags: customer-experience  digital-commerce  e-commerce-e-commerce  ecommerce  

Gene Alvarez
Research VP
11 years at Gartner
28 years IT industry

Gene Alvarez is a VP in the Gartner CRM Research organization. Mr. Alvarez has more than 30 years of IT experience in business impact assessment, vendor management, project management, software development and delivery of complex...Read Full Bio




Comments are closed

Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.