4 Wins to Recover 30% in lost eCom Sales

Funnel Abandonment, your #1 killer for long-term eCommerce success.

Are you losing sales that you know could be customers?
This means your sales funnel is confusing.

Confusion = chaos.
Confused visitors = $0

Funnel abandonment is a major problem for DTC eCommerce brands, but it doesn't have to be. Treat every stage of your funnel like an investment, because it is.

Browsing your site, filling up the product cart, going through your checkout, etc.
You can lose customers at every stage of the funnel.

With the right strategies, you will:

• Improve conversions,

• Grow your revenue, and

• Take Customer Lifetime to new heights.

Here’s 4 ‘hacks’ to implement for customer retention:
The Candidate at stake: Marcel’s Green Soap.

#1 How to keep visitors on my site?

Browse abandonment is about what we talked before. Confused visitors that don’t buy.

Do you want to boost conversions and keep customers on your store?

Redesign your customer journey.

1. Navigation: Make it easy for customers to find what they’re looking for.

   Even if they don’t know exactly what they want:

   1. Include a search system,

   2. Organize your collection pages,

   3. Implement an easy “add-to-cart”

   For Marcel: Where is your overall shop page?

2. Product Info: Provide all your relevant information and details.
   This is where you convince customers to buy, think about their decision process:

   1. Size,

   2. Weight,

   3. Ingredients,

   4. Land of origin,

   5. Shipping details.

   For Marcel: Add a concise product description!

   

3. Personalization: Use browse and purchase info to personalize recommendations.
   This increases your trust and helps build a better relationship with the customer. It will boost sales as well.

These are your first on-site steps to improving website journey and customer experience.

Let’s look at our last 3 stages.

#2 Why is my Cart Abandoned?

70% of your carts are being abandoned.
In other words, you’re losing lots of money.

These 3 tips can plug that hole:

1. Cart Abandonment Emails:
   A tricky one but highly effective.

   Catch your visitor’s email with a pop-up or promotion, so you can send emails to customers who leave items in their cart. It’s just a gentle reminder…
   “Hey, complete your order and use this special discount!”

2. Special Discounts & Promo:
   Make it easy to buy by removing friction.
   One of the main issues customers face is indecision. Help them get there, suddenly offer free shipping, a discount, or a free product.

3. Seamless Journey and Order process:
   Again, make it easy to buy from your site.
   Reduce the amount of links on your cart page. Be specific in your up and x-sells, don’t include loads of information. Your visitor just wants to buy!

   

   For Marcel: Try to reduce links steering away from the cart.

This will improve your cart experience, and get more visitors to checkout!

#3 Next up… Abandoned Checkout!

Worse than an abandoned cart… a left checkout.

Let’s face it, will happen. But you can also reduce friction here:

1. Seamless and Secure Checkout:
   Buying is all about building trust.
   Add a secure checkout, easy navigation, and clear cart overview.
   To be honest, Shopify does this very well:

   

2. Multiple Payment Options:
   Look at the example above, there’s enough options to complete the purchase with card and PayPal.
   Think for the user, what do they use in their country?

3. Less steps is more:
   Less clicks = less drop-offs.
   The fewer the steps, the less opportunities to abandon checkout.
   Make the process as simple and straightforward as possible.

   

   For Marcel: upselling in the checkout is good, but these links take your customer out off the process! Change for 1-click upsells and easy to add/remove accordingly.

Marcel, we are very curious to know how will conversion improve based on these! Maybe if you sees this… let us know the impact!

Until then, we continue with post-purchase flows.

#4 The Killer: One-time orders…

We call this, post-purchase abandonment. The big monster to kill.

Unsatisfied customers won’t come back to your store.

You need to make sure customers are happy with your products. Then, you need to make them love your brand. After that, you need to make them buy again and recommend all of their friends they do it too.

Use customer retention flows to accomplish this, flows with ~7 emails are the norm.
If you’re ready for the next level, use WhatsApp Marketing.

Building strong customer relationships is the future of eCommerce.

Here’s 3 ways to build them:

1. Use a customer feedback flow to gather real reviews and feedback on your products, services and business.

2. Setup a customer satisfaction flow (or survey) to ensure customer success with your products and to build trust by proactively reaching out to ensure they are satisfied and address any issues they may have.

3. Add a soft up-sell flow to boost retention, and mainly nurture your existing relationship. Offer new discounts, special VIP deals and other events to have them return to your website.

By focusing on customer satisfaction, you can improve retention and increase the lifetime value of your customers.

For Marcel: I would love to show the English flow, but only the Dutch was triggered. I appreciate the 10% off, but does the other not work?

How to Grow Revenue 30% in 4 steps?

In short, plug these holes in your funnel.

• Browse Abandonment

• Abandoned Cart

• Abandoned Checkout

• Avoid 1-time Orders

People abandon your process because it is too confusing or has too much friction.
So, always remember:

• Easy website navigation & customer journey

• Seamless journey to cart and secure checkout process

• Implementing personalized product recommendations

• Build your relationship far after their purchase with email flows

• Minimizing the number of steps required to complete a purchase

• Customer retention comes from trust and real customer satisfaction

• Providing enough product details to reduce customer decision-making

• Sending cart abandonment emails with special discounts or promotions

Implement these strategies today.

Watch your conversions skyrocket tomorrow🚀

Cheers,

-Niels

If you’re a DTC eCommerce brand looking to plug holes in your funnel and improve conversion, book your 1-1 Free Call to talk growth with me.
You can also follow me on LinkedIn.

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