Category: Articles

Throwing out the baby with the bath water

Sometimes you just have to break things. Incremental change is less risky and usually a more successful strategy. Content optimizations. Copy tweaks. Website rescues. A/B tests. But in rare times it might be worthwhile throwing what you have out and breaking it all. Just don’t mix up “the desire to start over” with the actual …

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Communities can be a sharp knife, both useful and dangerous

Some industries foster communities. If you sell surfboards, blenders, or crafting tools, you already know your customers talk to each other. In these communities they share ideas, help each other, and recommend products and services. They also report on bad products and experiences. More and more communities are forming now as there is no technical …

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The importance of sending emails at the right time

Yesterday at 9am our time was the US Presidential Inauguration, a pretty big deal in the US. (Don’t worry, there’s no politics here). At 9:47am I received an email from Hulu letting me know I can watch the event live. The event started at 9am… 45 minutes ago… Hulu sent the email at 9:14am (already …

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Dig your holes before the trees arrive

Over the next two weeks we’re going to start having a bunch of trees, shrubs, and other plants delivered. Many will be bareroots so they’ll need to be planted immediately or as soon as possible when they arrive. But we have no control over when they’ll be shipped or delivered. To speed things along we …

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Find out which marketing campaigns are your keepers

With the holiday rush and any post-holiday orders over, now’s a good time to dig into your results. Ideally you tracked your traffic and orders which will make things easier (e.g. Google’s UTM codes). Even if you didn’t, you might be able to look at the timing of orders to see which campaigns where active. (And …

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A simple rule of thumb for repeat customers

A lot of customer retention and analysis can get complex and confusing fast. But there’s one rule of thumb you can use to tell if you’re doing a good job keeping customers coming back: At least 1 of every 4 customers should be a repeat customer. If that’s not happening, you’re going to want to …

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Too busy for customer retention

I heard from a Shopify store that they are too busy for customer retention because all their time is focused on customer acquisition. They didn’t realize that they were the ones creating the problem with their business. When you ignore customer retention, customers will leave. Some might stick around but those will be the minority. …

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New old normals

While the current pandemic and strife has changed the business landscape quite a bit, a lot of the “new normals” that pop up have been around forever. People want to feel safe. Customers buy according to their values. Customers don’t like being tricked or lied to. Splitting people into opposing groups causes tension and then …

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Using product education to attract new and retain repeat customers

A couple of months back I happened across a native flower that only grows in our area. It’s also the main source of food for various butterflies, including an endangered one. The store I learned about it from wasn’t selling it any longer but they did list their supplier in their product description. Their supplier, …

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