email remarketing cart browse abandonment webtrends uk silverpop
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Webtrends European Client SummitLondonNovember 2013
Email Remarketing – Cart Abandonment and Beyond
Are you leveraging Web site and purchase behavior?
Are you marketing in real time?
Are you speaking to customers and prospects at a 1 to 1 level?
Are you incorporating content, education, personality and white space?
Let’s take it up a level.
Webtrends StreamsUsing our Webtrends Behaviors you can now capture your visitor’s individual web, purchase and shopping cart behaviors and send appropriate follow up messages that drive higher conversions.
• Real Time Cart Abandonment• Site Visits Behavior• Search Behavior
Definition & Opportunity
Email Remarketing
2.0Q & A
Agenda
Remarketing: Definition and Opportunity
Today’s Definition: Email Remarketing
1. Customer or prospect behavior demonstrates some level of purchase intent or interest.
2. Marketer responds with an email or series encouraging purchase or movement to the next
buyer stage.
To know a person … watch what they do, not what
they say.
Danny Santagato
Basket
Browse
Calculator
Form
Process
Site Search
Email Remarketing
Examples
Shopping Cart – Close to jumping in …
17
— Multiple Sources
“60–70%”
Basket abandonment is a HUGE challenge
Up to 70% of Shopping Carts are Abandoned before Checkout
up to 50% conversion.
Following up with abandoners by email yields
Relative VolumeAbandon Cart
Emails0.3%
Promotional Emails99.7%
Sample: Basket vs Broadcast Emails
Relative Sales
Abandon Cart Emails18.6%
Promotional Emails81.4%
High % of sales relative to volume
Revenue as a % is 62 X volume
Browse, Form, Process – Sniffing Around
Browse Retargeting Program
Browse Retargeting Program
Browse Retargeting Email
2.2% conv. rate vs 1.6% for Broadcast emails
Browse Retargeting EmailsUncommonGoods now has 8 of these - Kids …and Office
Email Remarketing: A Huge Revenue Opportunity
Conversion
Cart Abandonment- Low volume- High conversion
Browse & Process Abandonment- High volume
- Lower conversion
Email Remarketing 2.0:Key Elements
Remarketing 2.0
Speed – Real-time
Series
Product Info/ Recommendations
/ ReviewsContent
Segmentation
Other Remarketing Triggers
1. Speed / Real Time
Speed matters. The longer you wait, the greater chance the prospect has purchased
from a competitor.
Webtrends Streams beta clientsaw 55% conversion increase moving real-time from 1 hour after abandonment.
Results –Phase 1 (24 Hrs) and 2 (real-time)
Phase 1 Phase 2 Lift
Open Rate 17.50% 20.25% 16%
Click-through Rate 9.02% 12.80% 42%
Conversion Rate 12.65% 15.31% 21%
Some potential exceptions …
Travel – pricing changes
B2B Ecommerce – Purchase Orders
Financial Services - Culture
2. Develop a series
DEMCO Cart Remarketing Series
Cart Email ADay 1
Cart Email BDay 3
Cart Email CDay 5 AVERAGE
Open Rate 40% 39% 32% 37%
Click-to-Open 44% 47% 28% 41%
Click-thru-Rate 18% 18% 9% 15%
Conversion Rate 22% 15% 24% 20%
Sales/email $8.60 $8.40 $5.04 $7.46
3. Add recommendations, reviews
The results:
• 38.5% open rate
• 10.15% CTR
• 50% conversion rate
• $4.80 revenue/emailDynamic product
recommendations
Recommendations
Reviews
4. Humanize and test content
• Aaron - Real person• Service tone• 50% conversion rate
“Human” Cart abandonment
Contextual – Know your customer
Helpful Content for Browse Remarketing
Use offers and incentives carefully
Use later in seriesTest impact/need Think beyond discounts
Deadline/Sense of Urgency
Just a reminder – while you were doing your holiday Shopping Bag. You left a few things in your Shopping Bag. We know it is a busy time of year, so why not check out a few more gifts off you list and complete your order now?
Add holiday theme and content.
• Shipping options• Return policies
• Gift cards
5. Segmentation
Customers who purchased less
than X£Customers with a
lifetime value greater than X£
Sample remarketing segmentation
6. Other Remarketing Triggers
Abandon Wishlist
+ Encourage subscribers to update their SmartPak wish list and/or share with friends
+ 36% Open rate+ 2% CTR+ $0.73 Rev/Email
Thank You!
Wizard / Calculator Abandonment
Supplement Wizard – Abandoned, Finished Process
• Sent when a customer receives their results but does not add items to cart or checkout
• 40.17% Open Rate
• 4.18% CTR• $0.38
Rev/Email
Get creative – think beyond “recency”
“Only 100 items left”
“Price is going up”
“Sold out … recommend..”
“Cart is about to expire …”
Don’t try to be perfect …
Focus on “starting” – not “Best” practices
Remarketing is HUGE!
About LorenLoren McDonaldVP, Industry RelationsSilverpop
Role: Educate clients and prospects on best practices and emerging trends in email marketing and marketing automation.
Experience: 29 years of experience in marketing, consulting and strategic planning. • Written more than 500 articles and blog posts• Speaker/presenter at more than 200 conferences &
Webinars
Previous Employers: Lyris, Inc., EmailLabs, USWeb/CKS, NetStruxr and Arthur Andersen.
Awards: eec 2011 Marketer of the Year; 2005 Stevie (American Business Awards) Marketer of the Year
@LorenMcDonaldG+: Loren McDonald
Email Insider columnist
THE ENGAGE PLATFORM
Interested In Learning More?
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