The other day I had a pleasant customer service experience from a large company. These are so rare these days that it stuck with me so I wanted to share it in hopes you get an idea or two on how you could do something similar. I use Walgreens to...
Ah Valentine's Day, one of the starting retail holidays of the new year. For some stores, it's a big one too. Easily in the top five sales-wise outside the winter holidays. It's probably too late to plan a big campaign around it this year if you haven't started yet. Though...
Roy was comparing his repeat customer metrics in Shopify, Google Analytics, and Repeat Customer Insights and noticed they were all different: How do you define "repeat purchaser"? Your numbers are way different from the numbers I get from Shopify and Google analytics. Each system defines "repeats" differently. In Google Analytics...
Last week our internet contract ended so I setup a new one with Comcast. Same address. Same billing. Same account. Then yesterday I received a letter from them asking us to take their service with them on our move. Our move. Yeah for some reason, renewing a contract with Comcast...
While reading about what's new in Google's Search Console I heard that their (buggy) Rich Cards report has finally been retired. For years that report would include the wrong data and was confusing everyone by mixing up Rich Cards and Rich Snippets. (Rich Snippets are better looking results, Rich Cards...
With Shopify releasing their 2018 Black Friday to Cyber Monday stats recently, I wanted to compare them to last years. The first one I'm interested in is the conversion rate by source. Conversion rate is such a key metric for your business that it's an important one to watch. The...
Technology can advance fast. Even if you avoid the cutting edge stuff, things get outdated quickly. Especially online. I don't think you should always be chasing the new thing but you should be aware of general trends so they surprise you. For example right now those "spin a wheel and...
Maximizing your Average Order Value (AOV) is some very popular advice given to ecommerce stores. Even I've written about that a few times. But like any metric, there's some subtleties involved. If you pursue maximizing your Average Order Value too much, you can end up losing money. That's because AOV...
Combining and comparing metrics can shed additional light on how your store works in a way that's impossible to get from a single metric. One of my favorite combinations is to compare your Repeat Purchase Rate with your Repeat Sales Percentage. They are both percentages and similar but how they...
A simple tip for you today. Now that the holiday rush is over, take the time to start conversations with your top... say, 10 customers. Not a Conversation with a capital C, but a conversation with a lowercase c. Person to person. Send each one a short personal email. Ask...
Each tip includes a way to improve your store: customer analysis, analytics, customer acquisition, CRO... plus plenty of puns and amazing alliterations.