Your e-commerce business can prioritize search engine optimization (SEO) and marketing all day long but, ultimately, a positive customer experience is critical to accomplishing success. These happy customers will leave positive reviews and influence other shoppers to purchase your products. The customer experience is vital regarding customer retention, as it costs more to gain new customers than to keep current ones. One sure way to enhance your customer experience is through personalization on your website. These tips can help you create the quality experience your customers desire.
Upsell, Cross-Sell, and Downsell at Checkout
With site personalization, you may increase customer loyalty, sales, and conversions. There are three prevalent strategies to increase your e-commerce sales:
- Upselling is a strategy that recommends more expensive goods than what your shopper has bought or placed in their cart.
- Regarding pricing, cross-selling suggests products similar in price to what customers have purchased or interacted with.
- Downselling suggests less expensive items than what a shopper has bought or placed in their cart.
When you introduce these three strategies near their checkout, consumers get excited about their purchase and are likely to add more products to their order. By making it simple to add products to the shoppers’ orders and when they are ready to purchase, your online store will see an increase in how much your customers spend.
Send Cart Abandonment Texts or Emails
Just because your customer abandoned their cart doesn’t mean you cannot follow up with them. To decrease cart abandonment, your brand can maximize the customer’s checkout experience. One way to do this is by sending cart abandonment emails and SMS text messages. These messages are designed to re-engage shoppers after they have abandoned their carts. While SMS text message reminders are less prevalent, they are becoming more popular since consumers have easy access to their phones. Here is how you can manifest cart abandonment emails and texts in various forms:
- A cart reminder – this occurs several hours after the cart abandonment
- Follow-up email days later
- Discount email on abandoned items a few days after message two
Create Discounts Based on User Experience
When users interact with your online store by browsing items, you learn plenty about their likes and dislikes. For instance, learn more about your shoppers by viewing customer purchase history, the most popular posts and pages visited, and posts and pages with high conversion rates. With e-commerce website personalization, your shopper’s behavior increases the offers and products you show them. Overall, this effectively engages shoppers, demonstrates your attention to their personal preferences and interests, and increases conversions and brand loyalty.
Personalization requires a lot of effort and optimization to get right. At the end of the day, it can make or break your e-commerce sales and conversions. Working with an experienced eCommerce web design company such as Adventure Web Interactive can help your customers feel like your business takes notice of their individual preferences and product interests.
Craig Kahl is the President and CEO of Adventure Web Interactive. AWI has been recognized as Baltimore’s Top Web Design Firm by The Daily Record and named one of Silicon Review Magazine’s Top 50 Most Admired Companies in the country. Before founding Adventure Web Interactive in 1997, he was VP of Operations for Campus Concepts, Inc., and the youngest division head in history for Pitney Bowes at age 24. He has a Bachelor of Science in Management Information Systems from the University of Maryland and a Master of Business Administration in Finance from Loyola University. Craig is a member of the International CEO Club and Rolling Road Golf Club and loves spending time outdoors with his wife and son.
