Simple UX tweaks to keep ’em coming back
We’ve all been there before. You launch a great product, build an online store, and get people to come to your site. Your sales start off great but start to tank…along with your traffic. No one’s coming back!
Why?! Most customers treat you like takeout from that seedy little Chinese place on Lamar. You are there to fulfill an immediate need, but they don’t want to “love you long time.” Brand loyalty does not exist yet so they will not return to your site unless they get another guilty hankering for orange chicken and egg rolls.
Increasing repeat sales to one-time buyers dramatically increases your profits (how does a 95 percent increase sound?). For e-commerce sites, it’s often the simple fix of being intentional about your customer user experience before, during, and after the purchase.
Use dynamic content to increase both average order value and customer frequency
I’ve got 3 words for you: Amazon. Related. Products.
It’s why they are so successful and it is why I’m so broke. Amazon has mastered the art of not only helping you find what you came for, but also finding everything under the sun related to that product.
There are great ways you can customize the UX around what your customer is looking for: Homepages, product pages, category pages, search results, and the shopping cart page. The awesome part is you don’t have to have the massive size of Amazon to take advantage of this.
- Dyno lets you customize your copy to fit the traffic source.
- Unbounce helps you customize personalized landing pages while running A/B variation tests to deliver a tailored experience.
- Boomtrain powers your dynamic feeds and helps you harvest and apply machine learning data.
Even if your customer doesn’t buy the related product on their first visit, it lets them know that you have what they need. It implants a trigger that says, “Remember that place you got X? Those folks have this other product you need as well.”
Optimize your checkout process
How is this for a juicy tidbit? 66 percent of your hard-won shoppers…who have said “YES!” to your product… are going to abandon their cart. The average customer who comes to you is extremely impatient. They want an easy experience and if they do not get it from you, they will move on to someone else *cough*Amazon-one-click-checkout*cough*.
Check out how your traffic works its way down your conversion funnel. If you find where most customers bounce then you have found where your UX sucks.
Your conversion funnel
- Do you have products that are easy to find and select?
- Is it easy for your customers to find variations on a product?
- How hard is it to add products to the shopping cart?
- Does your customer receive a notification that their product has been added to the cart?
- Are there unneeded barriers in your checkout process?
- Do you require customers to create an account?
- Do you cookie customers to auto-populate their information?
- Do you have a one-click checkout option?
- Is it easy for your customer to checkout?
- Are there any steps you can remove?
- Do any of the above answers change for your mobile traffic?
Making the checkout process streamlined and easy will pay off exponentially you will both increase your first-visit customer conversion rate as well as the likelihood that the customer will return.
Maximize your invoice/receipt/shipping confirmation e-mails.
Your customer’s inbox can be a powerful and personal tool that brings back a customer. Deliver a friendly, personalized, customer-centric personality to your customers.
- Offer discount codes with an expiration date that brings them back to the site.
- Start or promote your referral program.
- Show them products related to the one they purchase.
- Help them discover completely new products.
- Make sure that they know that your company is here to take care of them.
Avoid being spammy at all cost. However, if you play your cards right, follow-up e-mails can be a powerful method of building your company personality and driving customers back to your site. STAND OUT! Everyone sends digital receipts. Make yours provide value and engage the customer.
Improve your customer UX
It costs far less to keep a customer than to go find a new one. Improving your Customer UX is a fantastic way to increase your retention and activation rates. Create a relationship with your customer and treat them right.
Restaurants: Going digital is simple with these tools
(BUSINESS ENTREPRENEUR) In 2020, restaurants going digital is critical. Luckily, it’s also easy, safe, and may even save you money.
So, you own or manage a restaurant and you have yet to “digitize” your menu for COVID-era safe ordering? No problem! Transitioning your menu and service to the virtual realm has never been easier. There are a ton of options for restaurants to choose from to keep your customers feeling at-ease, your front-of-house staff happy, and the whole service experience streamlined for all parties involved.
A free app with over 500 restaurant partners and 5k+ active users, AAHI is a user-friendly platform that uses QR codes to share menus and NFC for contactless payments. AAHI boasts a 25% order increase for participating restaurants and who can say no to that, especially during these tough times. Additionally, you’ll be cutting down on operational costs by around 30% (better tech equals less need for servers!), and your laid-off staff will be able to collect unemployment if they need to.
Another free (up to 200 views a month) app with an emphasis on curbside pick-up is Orderlina. Customers scan a QR code, which takes them to the same menu they would see if they were going to eat in, making it an integrated experience. A bonus is that the app links your menu to your social channels. I always say, free marketing is never a bad thing! Plus, you’ll be more likely to gain followers and receive micro-content from satisfied customers. Win-win!
Especially with winter right around the corner and outdoor seating becoming an increasingly limited option (especially depending on where you live), everyone in the industry is eventually going to have to make the shift to digital – the question is when. Physical menus have become a thing of the past. Not only are they potential vessels for spreading COVID-19, but if you are using disposable paper ones, you’re undoubtedly creating unneeded waste. Same goes for the exchange of cash, or card payments that require contact. Good riddance!
The common goal across the entire industry right now is to stay open and bring in capital in whatever capacity possible, while also maintaining a healthy staff and a pleasurable, safe experience for patrons. That’s going to require some adjustment and creativity compared to service pre-COVID. By converting to digital, you are putting your best foot forward into the uncertain future for the restaurant industry.
Scientifically check your risk for burnout with this free quiz
(BUSINESS ENTREPRENEUR) This new tool lets you take a free self-assessed, science-based burnout test to give you an idea of how much self-care you need.
Concerns of keeping self-care and mental health in a positive spot – specifically in relation to burnout – have been a hot topic of discussion. While COVID-19 has exacerbated these concerns and stress levels, the issue of burnout has been around for quite some time.
Work burnout is often discussed within terms of work-life balance. Simple ways to avoid that crash are enforcing a hard stop on reading or responding to emails at a certain time of evening, or to continuously clean your workspace. Easier said than done, but it is critical.
But sometimes you have to look at the nitty gritty. Sometimes you have to ask difficult questions about your job and your personality in order to understand how burnout is impacting you. This can now be done with Global IT Burnout Index, a free, science-based assessment to tackle your stressors before it’s too late.
This is geared towards people working in tech (as the website reads, “burnout in tech is high and real”), but is useful for any industry.
To begin, you simply start the quiz and answer a few questions about yourself and your job (e.g. “I find it difficult to relax after a day of work” and then you answer based on how strongly you agree or disagree).
There are 10 total questions, and no personal information is asked (no name or email). It is open data, meaning it will help people on the other side better understand burnout; but, it’s totally anonymous.
The quiz takes no longer than 2 minutes. At the end, it will give you a number out of 6 measuring your burnout rate. The higher the number, the more likely you are to experience burnout.
Burnout has the ability to manifest physically and mentally, and can take a toll on your body and mind. Knowing if you’re experiencing high amounts of activity that can lead to burnout can help you know if you need to take precautions to change things in your life or job.
For those of us working from home, the situation is a Catch-22. You aren’t currently forced into a stressful commute. But it’s harder to pull yourself away when 5pm (or whatever your end time is) rolls around.
For people in the office or on site, it’s the same thing. You get to socialize (safely, obvi) with your coworkers, but there’s those on-site pressures.
No situation is perfect, but understanding if you’re in a situation where you could use a change or some help is incredibly important – especially these days.
Is COVID proving that efficiency is overrated?
(BUSINESS ENTREPRENEUR) Forget about maximizing profits. Don’t decrease friction – increase it. Oh, and efficiency? Overrated. Wait… what?
When COVID-19 took off in the U.S., shortages of toilet paper, cleaning supplies, and blow-up pools had many of us thinking the American manufacturing supply chain must be inefficient. How was it even possible that we didn’t – and still don’t – have enough PPE for healthcare workers?
But what if the problem is that the supply chain is too efficient? That’s what Barry Schwartzis, a professor of psychology at UC-Berkeley and author of “The Paradox of Choice,” argues. Streamlined supply chains, just-in-time deliveries, and little slack in the workforce are all part of the gospel of efficiency. But maybe all that efficiency isn’t really working out for us.
Storing huge supplies of masks in warehouses is, arguably, an inefficient use of money and space. But we sure could have used a stockpile when the pandemic hit.
When businesses run lean, there’s little room to hedge against potential disasters. Schwartzis suggests we focus less on efficiency and more on being prepared for all potential scenarios the uncertain could bring.
It’s all about “satisficing.” (Anyone else now have Elvis in your head singing, “All this aggravation ain’t satisfactionin’ me”? No? Carry on.)
Satisficing = satisfaction + sufficing. It’s aiming for the adequate, not the optimal. Schwartzis calls it insurance against “financial meltdowns, global pandemics, nasty bosses, boring teachers and crappy roommates.” Sign. Us. Up.
He goes farther and takes that lesson to our personal lives. Don’t try to blow the return on your IRA out of the water. Set a goal that works for good and bad financial times. Don’t search for the best of all possible jobs. Find a job you’ll like doing even if you have the manager from hell. In short, look for the “good enough.”
Sound familiar to those of you who are parents? Amid all the talk of the Tiger Mom and the Helicopter Parent, there’s also been discussion of the Good-Enough Parent. You might want the coffee mug that says “Best Mom Ever,” but you don’t actually have to be the Best Mom Ever. Ditching “best” for “good enough” is like a magic elixir for de-stressing yourself and your kids.
Still, the idea that we can increase efficiency in our personal lives is so seductive. We all want to spend less time doing the things we don’t enjoy so we can spend more time on things that bring happiness and, yes, more money. You’ve read the books, listened to the podcasts, seen the lists: Structure your schedule. Time your tasks. Organize all the things.
Being able to always find your keys certainly could reduce the amount of cursing in your home. We can’t just toss out the Holy Grail of efficiency.
So Schwartzis has another word for you: Friction. Slow down. Don’t move too fast.
“Building friction into our lives, as individuals and as a society, is building resilience into the system,” Schwartzis says. It’s like tapping the brakes.
For business, friction could come from companies seeing themselves as caretakers of their communities rather than just profit centers. Could that kind of corporate responsibility lead to fewer jobs eliminated in the name of efficiency?
For homeowners, friction could be in the form of kids, pets, neighbors or the community – making you see the property as more than just a big investment. Could that prevent skyrocketing housing prices by reducing speculation based purely on profit?
Sure, maybe that’s a stretch, but it’s an interesting take on issues we’re thinking more about amid the disruption of 2020’s pandemic.
“To be better prepared next time,” Schwartzis says, “We need to learn to live less ‘efficiently’ in the here and now.”
That could be one of the more important lessons we’re learning now.
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