Once you have built your store, the next thing that pops into your mind is how to grow your shopify store. A very important thing to remember is that connecting with your potential customers and maintaining a relationship with your existing ones is key to growing your store. In this post, we discuss 3 tips that will help you get more sales on your Shopify store.
Building and maintaining an email list of potential customers is a very efficient way of growing your Shopify store. But how do you get people to sign up to your list? A good method is to provide your visitors something of value in exchange for their email address. People love free stuff!
What are good examples of free stuff your store visitors can benefit from?
For every $1 spent, email marketing generates $44 in ROI
Here are some good ways to collect emails:
The most common spots for newsletter signup forms are your home page, the footer of your website or pop-ups.
Don't forget to clearly mention your offering. Another tip that can increase sign-ups is to create a sense of urgency, e.g. "Sign up to our newsletter and receive a $10 coupon code. Offer expires in 2 days!"
If you have a contact form in your store, you can add a way for your visitors to opt-in to your newsletter. As with pop-ups, it is important to include your offering close to the opt-in checkbox in order to provide incentive.
If you have both a physical store and an e-shop, you can build an email list out of the customers of your physical store. When they are checking out, explain your offering and mention the benefits of subscribing to your email list.
Building an email list takes time and effort. Because of that, you may be tempted to use some "quick and easy" ways. Specifically, scraping emails from other pages or purchasing email lists. Both of those methods are inefficient and, admit it, a bit shady. In terms of efficiency, both ways perform poorly, because the leads you get are almost always irrelevant.
Tip: If your store does business with EU customers as well, don't forget to have their consent for sending them marketing emails.
If you are interested in learning more about email list building, here are some useful articles:
New customer acquisition can be 5 times more expensive than retaining existing customers. We're sure you know it from your own experience and research confirms that, too.
Re-engaging your customers is, thus, a great way to grow your shopify store. Email is a cheap and efficient way to communicate with your customers and there are a lot of tools that help you build, send and measure your email marketing campaigns.
A good way to keep in touch with your customers is to contact them regularly. There are lots of suggestions about the right frequency of newsletters, but this also depends on your industry. A good rule of thumb though is sending out a newsletter every 1-2 weeks, as long as you have some valuable content to share with your customers.
Some ideas of content that qualifies for a newsletter:
80% of business professionals believe that email marketing increases customer retention.
Apart from regularly contacting your customers, re-engaging inactive customers is really important, as it can reveal potential issues with your store. First of all, it is important to define what an inactive customer is for your store. For example, if you are selling perfumes you might expect that customers use 6 bottles of perfume every year, so a customer should purchase a new perfume every 2 months. In that case, inactive customers will be the ones that placed an order on your store more than 2 months ago.
A good strategy is to be proactive and contact the customers that are about to become inactive with a periodic email campaign that reminds them that it's about time to place a new order to avoid running out of your product.
Nevertheless, customers might remain inactive despite your efforts to re-engage them. In that case, it is crucial to identify potential issues, whether it be customer support, pricing or anything relevant to their experience on your shopify store.
A great way to get feedback from your customers are customer satisfaction surveys. A popular kind of surveys are NPS® surveys. An NPS® survey consists of one question: "How likely are you to recommend our store to a friend or colleague?", with an optional reason for the rating.
Simply, extract a list of your inactive customers, send them your survey via email and wait until you get enough results to draw conclusions.
Alternatively, you can be proactive and send your survey to your paying customers: schedule an automated email X days/weeks after a customer places an order in your store. This process enables early discovery of potential issues (See Bonus Tip below for details).
There are some tools in the Shopify app store that simplify the process of sending NPS® surveys. Our app AskBeat Customer Feedback allows you to easily send both manual and automated surveys and analyze the results in a meaningful way.
Here are some nice resources about email marketing:
Every store, and shopify stores are no exception to that, has lots of incomplete checkouts. Most studies show that over 50% of the visitors of stores abandon their cart!
Given these facts, it goes without saying that dealing with abandoned carts can really help you get more sales on your Shopify store. Before contacting all those customers, though, it is really critical to understand why people abandon their cart. There are several reasons that may lead to cart abandonment. Let's see some of the most important ones.
Visitors browse through several product categories, view photos and descriptions of each product they like and add the ones they like to their cart. Hooray!
Completing an order is the last step in a long process. You should try to make it dead simple. Sometimes people don't like having to create an account in order to complete their purchase.
Consider making the account creation step optional. You can ask your customers later (perhaps in the order confirmation email) to setup an account, mentioning the benefits (e.g. no need to fill-in their address and contact info again etc).
Everyone thinks if the store they're on is secure before entering their credit card details. This is why everything on your store should make people feel safe.
First of all, make sure the payment form details are transfered securely. Noticed the little lock next to the address bar of the browser? This indicates that the connection to the website is secure. Your store should have that, too. It is important to have a valid SSL certificate from a trusted authority.
Second, consider using several payment methods apart from asking for credit card information. For some security conscious visitors, not having PayPal as a payment option is a no go. The good news is shopify makes it really easy to setup PayPal.
In many cases, stores do not provide shipping costs or information early in the checkout process. This can lead to abandoned carts, as the shipping methods or costs might not be what your customers expect. It is a good idea to have your shipping information in a prominent spot, so that it is available to your visitors even before starting the checkout process.
Also, a good idea is to have a calculator for the shipping cost of the order based on the address / location of the customer quite early in the checkout process. This makes the whole process more transparent and customers don't feel like there might be hidden costs down the road.
Another important piece of information that helps your customers check out are returns and refunds policies. As with shipping costs, these policies should be readily available to your visitors. Also, in many countries there are laws about consumer rights regarding returns and refunds, so make sure your policies are not violating these rules. As a side benefit, having clear and easily available terms and policies will make your store look more professional, too.
In 2019, the average cart abandonment rate was 77%
If you are confident that you have handled all issues mentioned above, another way to uncover more potential issues is to survey your customers. Use AskBeat Customer Feedback Shopify app to manually or automatically email NPS® surveys to your customers with abandoned checkouts and investigate why they didn't complete their order in your store.
If you prefer to send a custom survey to your customers with abandoned checkouts, there are several survey tools that can help you build and send out a survey. Popular options are SurveyMonkey, Typeform, Zoho Survey and Google Forms. A quick tip: keep your survey short. 3-5 questions should be enough.
Once you have identified and handled all of the reasons that lead to cart abandonment, it's time to contact your customers!
Use one of the apps available in the Shopify app store to send them browser notifications, WhatsApp messages or email reminders about their abandoned carts.
Find out more about abandoned carts:
In many cases, a transaction with a customer ends when the customer receives their order. This shouldn’t be the case though. It is of great importance to always follow up with your customers and ask them for their feedback in relation to their experience with your Shopify store.
Customers, like you and me, appreciate it when their opinion matters and when they feel that it’s not all about getting the sale and their money.
What’s more, customers are very used to receiving post-purchase surveys. And in many cases, they will provide you with their review, either because they acknowledge the importance for other customers seeking reviews or they want to tell you how great you are or they want to let you know that they are unhappy with you.
In any case, customer feedback is your only asset for knowing your strengths and weaknesses and thus, improving and enhancing their customer experience with your Shopify store.
Simply put, with customer feedback you will measure customer satisfaction, one of the most important metrics of retention, loyalty, and growth.
The happier your customers, the more chances they will come back to your store to shop again. The happier your customers, the more chances they will not look around for the same product you sell. The happier your customers, the more sales will finally end up in your store.
Increasing customer retention rates by 5% increases profits by 25% to 95%
Furthermore, feedback from happy customers is one of the most valuable "materials" of yours that you can use for testimonials. Showcase your happy customers. Their voice can help you build trust with potential customers.
Feedback from unhappy customers, on the other hand, will help you improve and try to win the customer back. By promptly replying to unsatisfied customers and working with them in good faith to resolve their issue amicably, you might end up with more happy customers after all.
It costs 5x as much to attract a new customer, than to keep an existing one
NPS® is one of the most commonly used and tested metrics, currently employed by millions of companies, for measuring customer satisfaction. NPS® stands for Net Promoter Score and is often referred to as the gold standard metric for customer experience. It will provide you with a score on how likely your customers would recommend your store to others, as well as insightful and actionable data arising from their commentary.
Use AskBeat Customer Feedback Shopify app to easily email NPS® surveys to your Shopify store customers:
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Growth is strongly associated with communicating with your customers throughout their customer journey, which starts even before they visit your store. Build your email list and send them an email campaign to let them know of your news; contact them for their abandoned carts and uncover the issues that hold them back from completing their order; and always ask for their feedback once their order is completed and increase customer retention and loyalty.
Note: NPS®, Net Promoter System®, Net Promoter Score® and Net Promoter®, are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.