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Retargeting Emails - Do E-commerce customers like or loathe them? March 10th, 2011Leave a commentGo to comments By Charles Nicolls, SeeWhy At SeeWhy, when we first launched our remarketing service in 2009, Randy Stross wrote a piece about email remarketing in The New York Times suggesting that while remarketing might be a great idea for ecommerce websites, it's not a great idea for consumers. He likened emails following up on abandoned shopping carts to a salesman chasing you down the street if you didn't buy from his store. There are major differences, of course. We've long argued that remarketing emails, when done well, not only drive conversions but also build brand trust. They can deliver great service and provide customers with the confidence to return to buy-either online, by phone or in store. If Randy was right and customers universally resented the intrusion, then these emails wouldn't work. In aiming to answer the question more substantively, I turned to data, and specifically email marketing benchmarks. The key metrics to look at to determine whether customers like or loathe remarketing emails are: the recovery rate the open rate the clickthrough rate the unsubscribe rate Frankly, the evidence is overwhelming: Remarketing, when done well, is appreciated by customers. Here's the evidence: (1) The recovery rate The recovery rate is the percentage of visitors that abandon shopping carts, and remarketed visitors thatthen return and purchase following remarketing. At SeeWhy, we measure recovery rates across all our customers, and currently the average is 20 percent. So, one in five shopping cart abandoners come back and buy, having being remarketed. In some cases, the recovery rate is as high as 50 percent. Moreover, when remarketed customers buy, they spend on average 55 percent more than customers who didn't abandon their shopping carts. (2) The open rate The average email open rate for remarketing emails is currently 46 percent, m

I'm giving away free copies of my book Your Customer Creation Equation: Unexpected Website Formulas of The Conversion Scientist. There are no strings attached.

Starting December 15 and running through December 19th, my book will be completely free in the Amazon Kindle Store. Just click on "One Click Buy" during the promo dates, and it'll be delivered right to your Kindle free of charge.

Don't have a Kindle? Never fear. You can read it on the Amazon Cloud Reader on your computer, or through the free Kindle App available for your Smartphone or iPad.  

  So what is this book I am offering for free? It's called The Customer Creation Equation: Unexpected Website Formulas of The Conversion Scientist™. It gives readers the foolproof formulas to creating a website that not only gets the right traffic, but converts that traffic to customers, returning customers and advocates.  

Some of the great things you'll learn in this book:

- Identify the unique customer creation formula for your site. - Set up your own digital conversion lab to measure your progress. - Develop landing pages for your site that actually deliver. - Charge your marketing "batteries" to reduce your advertising expenditures. - Communicate authoritatively with designers, developers, and executives.

So please, do not buy this book.  

Go over to the Kindle Store and get your copy absolutely free. Your website will thank you for it.

"Enclose" the checkout process.

This means to create a distraction-free bubble when your visitor has decided to take that bold step and buy your product.

The psychological thing you're working against here is that, when asked to let go of something of value -- like our money -- we are more than happy to delay that decision.

Maybe we'll just shop a bit more. Maybe we'll check one other place for the right price.

That is why any distraction in your checkout process can be an out for a buyer, an out that they may never return from. I've seen checkout processes that have social media icons in them.

Really? Is this the right time to remind someone that they need to check Facebook?

Go buy something on your site and just look for all of the distractions you find. You might feel a bit embarrassed.

"People don't buy from Web sites, they buy from people." Dr. Flint McGlaughlin, perhaps the best Webbinar guy in conversion.

@SeeWhy provided one of the most mind-changing ideas to come out of last week's Conversion Conference in New York:

Shopping Cart Abandonment Isn't Necessarily Bad

Some shoppers must abandon once or twice before they can buy.

But when it's time to close the deal, you don't want your shopping cart to choke. This infographic is a fantastic summary of the best practices to keep someone in the buying process, and getting them back if they need to abandon. 

 "57% of customers will abandon a web page if it takes more than 3 seconds to load." This is just one of the interesting factoids found in this heartbreaking infographic.

You'll learn the eight primary factors that cause potential customer to abandon your site.

What is the impact of reviews on the purchase decision? It's in there.

Finally, discover what website factors make buyers buy more.

Then, have a conversation with us to find out how to harvest more revenue from your site. Your first call is free.

 "57% of customers will abandon a web page if it takes more than 3 seconds to load." This is just one of the interesting factoids found in this heartbreaking infographic.

You'll learn the eight primary factors that cause potential customer to abandon your site.

What is the impact of reviews on the purchase decision? It's in there.

Finally, discover what website factors make buyers buy more.

Then, have a conversation with us to find out how to harvest more revenue from your site. Your first call is free.

 @copyblogger Here are the five most persuasive words we can use. Indivdually, each of these words appeals to a certain kind of person. If we use the Eisenberg Modes of Persuasion as a guide, we can assign each to a different mode.

"You" - Humanists are relationship oriented. When your voice shifts from "We" and "our company" and you speak to them in the first person, it feels more human -- and more Humanistic.

"Free" - This word appeals to the Spontaneous reader. These visitors are just looking for an excuse to take action.

"Because" - Methodicals want to understand the details. They make decisions deliberately and logically. Credible proof is important.

"Instantly" - This also appeals to our Spontaneous reader, who wants immmediate gratification.

"New" - This appeals to the Competitive, who wants to know what will make them better. New technologies, new versions, new looks get their attention.

So, two of the words are very Spontaneous, and we tend to act spontaneously when we've decided to buy something. "Free" and "Instantly" are bottom of the funnel words.

Read the research in this excellent post.

Bryan Eisenberg is a great teacher and is one of the fathers of conversion science. In this post, he asks his audience to make recommendations on pricing tables, those pages that ostensibly help us to choose the right product for us.

Here are my suggestions.

The main purpose of a page like this is "Help me choose." Choice, as it turns out, is a conversion killer, so these pages can be very helpful. This page needs to tell me which is "The best value." A badge would be helpful, probably on the most expensive item.

The little "signal bars" are unique and may be helpful, but don't really tell me at a glance what I want to know.

The copy is unhelpful. Instead of "Essential productivity..." how about "Great system for a tight budget." Instead of "Yield better results..." how about "Good value ready for your network." Instead of "2nd Generation Processor..." how about "This system has the power to do heavy number crunching, video editing and graphics."

There are too many prices here -- four to be exact. I say, pick two: Savings and total price. Crossing out "Starting price" is a proven way to communicate value.

Finally, put the coupon code near the "Customize & Buy" buttons to give those transactional shoppers an extra push.

What do you find frustrating about this page?

@101babich When we isolate the visitors to a website that use site search, we often find a significantly higher conversion rate and average order value. Searchers are great customers.

This does not imply cause and effect.

However, after running tests that improve the visibility of search, we have found that we can increase the number of searchers, and that these new searchers are more likely to buy.

It doesn't work every time, but it is certainly worth a try.

The lesson? Follow Nick's advice here.

In my new book I liken abandonment to cholesterol: there is good abandonment and bad abandonment. SeeWhy.com CEO Charles Nichols was the person who helped me realize this, and his article shows you how to support your visitors natural need to abandon before they buy.

 @PeepLaja Pricing is hard for online services. Part of the reason is that the kind of thinking that makes for great online services don't work well when applied to the psychology of buying. However, there are some things that are true for both apps and pricing schemes: keeping it simple, helping people choose the next step, limiting choices, and adding playfulness. Peep covers these and more with some great examples. These principles apply to other kinds of businesses as well, especially online publications and ecommerce sites. 

I've put forth in my new book that adding social media icons to a landing page is a bad idea. I get a lot of pushback on this. Here's some support for my position. Simplicity sells. "Engagement" doesn't. This article highlights three components that consumers need to make it easier to buy. They need to trust the information they receive.They need to learn effectively without distraction.They need to be able to weigh options confidently. Help your visitors choose and choose confidently. Worry about your social media strategy after the sale.

 @KISSMetrics - You don't have to be a psychologist to create good messages and strategies for your business, but it really helps to know the subtle things that make people more comfortable taking action. This article summarizes some of my favorite research on buyer psychology.

If you offer a trial of your product, use email to deliver "mints" of helpful information. This will increase the likelihood that they will buy. See #4.

Design your pricing in clusters around your most profitable offering. See #5.

Be specific in your calls to action. See #3.

Community involvement and social proof are also covered. See #1 and #2.

I hope you enjoy this as much as I do.

When considering how much to invest in social networks, the important question is not "Are my customers using social media?" They are.

A better question to ask is "Are my customers using social media to make decisions about my product?" Odds are, they aren't.

This paradox is most evident in the "fastest growing" segment of social media: those over 55 years of age. This segment is large, but it does not generally make buying decisions using social media. That's an important distinction.

While this article focuses on urgency and social proof, take a look at the way this Ruby Lane product page is designed.

Price is prominently displayedAdd to Cart button is high on the pageShipping is handled before entering checkoutThe product description is near the hero shot (and well written)Several high-quality photos are provided.All are above the fold or close to it. Are you working this hard to help your visitors buy?

I recently went to a website to buy a new keyboard for a laptop. I found the site with the right price and delivery and put the keyboard in my cart.

When I went to checkout, the first question on the billing form was Gender.

Gender?

Why does an electronics part manufacturer need to know if I'm a man or woman?

It introduced enough doubt in my process that I left -- I abandoned my order.

The unfortunate statistic is that 86% of visitors abandon forms of all kinds. It's doubly heartbreaking when they do so in thei cart, because that costs you ready buyers.

The eleven recommendations made here will set you on a path to reduce your abandonment rates. My favorites are: 5. Use a title that explains why the user needs to sign up 6. Show them their password (who said invisible passwords was a good idea?) 12. Put errors in an obvious place and make them visible. Happy Converting!

@peeplaja offers a great post on shopping cart abandonment

In my book I say that abandonment is like cholesterol: There is a good kind and a bad kind. For each there is a strategy for reducing the impact of abandonment on your business.

Good abandoners leave because they aren't done with their shopping process. The challenge is to get them to come back and buy when they are done. There are several strategies here for retargeting the visitor who abandons using email and ads.

Bad abandoners leave because you surprised them or didn't provide the information they were looking for. This kind of abandonment can be treated by improving the checkout process and by using pricing and shipping strategies.

Abandonment is the most heartbreaking of conversion killers. it is also a fertile place to increase the performance of your website.

"The Internet isn't passive. When you search online, you plan to do something:  buy, learn, play, find.  As soon as you go to Google, Yahoo or Bing, you're on the hunt."

There are those among us who have a true command of words and their use. I marvel at them. It is a power that is critical to persuasion, conversion and selling. Gabriella Sannino clearly sees it as a power to help people solve their problems. What better brand experience can you deliver than to help someone find answers to their questions?

In my new book -- see preview on Facebook -- I isolate five conversion signatures, one of which is right for your website. One is the Site as a Service signature, and the first conversion strategy is "Turn Visitors into Tryers."

This case study bears out the importance of that strategy. SaaS sites have an advantage over ecommerce sites in that their visitors can try the product right there on site. Why not offer a trial? Find out the other strategies in a free video introducing the book's core concepts.

We believe that mobile traffic is every bit as important as desktop traffic. Many businesses walk away from their mobile traffic because it doesn't convert well. This is a mistake.

Two points found in this article drive the point home:
App and Mobile Functionality (sucks)Mobile Represents a Different Type of userSpend some time on your mobile site. Don't just create a responsive version of your desktop website.