December 13, 2013 Leave a Comment
As the short holiday season hits the halfway mark, the news is encouraging for specialty and niche merchants. According to weekly data from the MarketLive Performance Index, Cyber Monday and the week that followed continued the Thanksgiving weekend trend of increased traffic and improved performance metrics, driving overall revenues 32% higher compared with the same week last year.
Furthermore, the data suggests that even amidst heavy discounting, merchants are making strong gains. For one, while traffic for December 2 – December 9 grew by 17%, revenue grew even more substantially, suggesting that individual buyers are purchasing more than last year. The conversion rate increased by 2.4%. Meantime, the average order size compared with last year held steady, suggesting merchants are successfully wooing shoppers without necessarily discounting steeply.
The only performance challenge merchants face is with the add-to-cart rate, which plummeted nearly a full percentage point, by more than 8%, compared with the prior week. With offers flying fast and furious, shoppers are comparison shopping and waiting for the right deal to entice them to finalize purchases. While overall the add-to-cart rate for the season is up by 11.3%, merchants should redouble their efforts to convert shoppers to buyers. Among the quick tactics to try:
Promote limited-time offers beyond the obvious spots. Merchants should include notices about free shipping offers or price discounts in the cart, whether via a global banner or a promotional fill slot. But even before shoppers reach that milestone on the path to purchase, merchants should flag promotions and direct shoppers to relevant information. Locations to consider include:
The drop-down global cart. As we’ve noted previously, graphics or images in motion are more likely to capture our attention than static site content, so including promotions in this automated display stand a better chance of being seen.
In secondary navigation. When used, a left-hand column usually exposes the depth of products on offer, whether via a detailed sub-category list or by using a guided-navigation-style list of attributes shoppers can access to resolve problems. But it’s also an opportunity to reiterate the latest promotion and its end date, so that shoppers can access details from wherever on the site they roam.
- On product pages. With consumers increasingly accessing eCommerce sites via interior pages after being directed there from search engines, it’s crucial for merchants to feature deals right alongside product content.MarketLive merchant Armani Exchange highlights current discounts in red on the product page, calling out the free shipping thresholds and “deal of the week” merchandise.
Fine-tune triggered emails. As we’ve reported previously, nearly three-quarters of merchants don’t yet have a triggered email program in place to attempt to recapture sales after consumers leave the site. While it’s too late to institute such a program from scratch right now, merchants with existing abandoned-cart triggered emails should consider revamping them slightly. The messages should include:
Plenty of product content. Merchants should incorporate more than just the image of the product the shopper left in the cart, but should take the opportunity to provide a longer product story. A comprehensive description, paired with how-to videos demonstrating usage and even a buying guide matching the product category, can win over hesitant shoppers by helping them envision how the product might fit or feel.
Abundant customer service links. Merchants should put contact information front and center in cart-recovery messages, with links to product guarantees and delivery timelines that help shoppers what they need.
- Social connectors. The ability to connect to communities of followers on social outposts may help shoppers find lifestyle content that convinces them to commit to a purchase from the brand.
Clothier French Connection puts it all together in its cart abandonment email. In addition to displaying a picture of the abandoned item and the means to link directly to checkout, the message includes a sizable section describing customer service and displaying contact information. A series of links at the bottom of the message directs shoppers to connect via social media.
What tactics are you using to drive continued engagement through the holiday season?