Customer reviews are important to build trust with new customers. Often times it might appear easier to use a 3rd party review website to collect and show reviews. They might even promise increased traffic due to their marketplace or the like. 3rd party review websites are a trap. The list...
Customer loyalty is the customer's trust in your company. Like anything else trust-based, it can take a long time to build up and only moments to destroy. The big killer of loyalty is bad customer service. Usually by the time customer service is contacted, something is wrong or the customer...
Every year I see stores starting their Black Friday earlier and earlier in the month, or even in October. A tactic that might work better in the long-term is to offer early access as a perk to your loyal customers. Instead of just discounting everything early, you give your most...
Sorting and grouping your customer data is nice, but the real power from Repeat Customer Insights comes from the insights it gives you. Ideally it could read your customers' minds and tell you exact how to market to them. But until there's an API for that, you can use the...
With a little over two weeks left before the holiday season starts, it's time to get all of your promotions wrapped up and tested. Hopefully you're using your successful ones from prior years and experimenting with a handful of new ones. This is also a good time to use customer...
A few weeks ago I bought from a new-to-me store. Within that same week they emailed me three times about other products they have and a kickstarter they were starting. 100% sales messages. Basically, I got dumped into their main newsletter without any preamble and right in the middle of...
Last month we had a contractor replace and re-plumb our water heater, giving it a much needed upgrade. This contractor was one we've used before to replace our heating/AC, electrical wiring, and a few other projects. We've spent a decent sum over the years but not a whole lot. During...
With October wrapping up today, it's a good time to take stock of where your customer base is before the holiday season. With Repeat Customer Insights your customers are analyzed using time-tested models and automatically segmented. The system will even keep track of how your store performs over-time. That'll let...
Over the years I've been collecting a various studies and reports on industry metrics for ecommerce and retails stores. More recently I've begun to organize them and start incorporating them into the advice in Repeat Customer Insights. One thing that keeps coming up again and again every year is the...
Analyzing subscription customers with RFM can make customer segmenting quite easy. For awhile now I've been using RFM to analyze the stores using Repeat Customer Insights. e.g. how recently they've paid a subscription invoice, how long they've been subscribed, how much they've spent. There's definitely a clear group of long-term...
Each tip includes a way to improve your store: customer analysis, analytics, customer acquisition, CRO... plus plenty of puns and amazing alliterations.