Would you like some chai with your sugar?

I’m not a coffee drinker.

I’m more of a chai and tea drinker.

I’ve got a routine down where I make a cup of chai each morning. Warm days it’s a cold drink (not iced), cool days it’s a warm one.

Some days I’ll have a second cup in the afternoon but usually only a small one then.

The problem is that my routine involves adding a specific amount of sugar. If I’m not paying attention, I’ll add a morning-sized spoon of sugar to a smaller-than-morning-sized cup.

Which really throws off the taste.

Like my-tongue-is-now-coated-in-sugar thrown off.

This is an example of my automatic behavior messing things up.

Your customers will have a lot of these behaviors. Some you might be able to steer in your favor.

For example, say they always forget to order until the last minute. You could setup a subscription product with an auto-replenishment or have an email reminder service.

Or if your products are sized or sold in packs, add a little hint to your product pages for those customers who are logged in. e.g. “Last March you ordered the 18-pack”, “Last time you ordered Green in Large”. That can save them time searching for their previous order or ordering the wrong size.

There are lots of these little behaviors you can look at if you know where to look.

Repeat Customer Insights analyzes some of the bigger and long-term ones for you. Things like rebuying timing, order size changes, and customer retention.

(And yes, while writing this I did make one of these too-much-sugar-chais and now I need to water it down a bit..)

Eric Davis

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