We

Email

BEYOND BASIC ABANDONMENT:
WAYS TO REMARKET SMARTER
With
Smarter
Remarketer
TWEET!

Follow us on Twitter!
@WhatCounts
@timbrechlin
Tweet about this webinar using #WCRemarketer

2
TODAY’S HOSTS
STEVE SNEATH
Director, Partnerships
Email
ssneath@SmarterHQ.com
Twitter @SmarterHQ

KARA HOLTHAUS
Senior Acc...
AGENDA

About Smarter Remarketer
Purchase Abandonment Best Practices
Going Beyond Basic Purchase
Abandonment
Take the Next...
ABOUT SMARTER
REMARKETER
5
ABOUT SMARTER REMARKETER
Smarter Remarketer is a customer intelligence fueled omnichannel
marketing solution that is capab...
WHAT IS ABANDONMENT?

SR Definition of Abandonment:
Any visitor on the site that
does not complete a
transaction.

7
WHAT IS A PURCHASE ABANDONMENT CAMPAIGN?

Re-engagement with visitors adding at least
one item to the shopping cart and le...
WHY DOES IT MATTER

SR clients see a range of 70%-88% of visitors
who add items to their cart abandon their
purchase
20% i...
ABANDONMENT
CAMPAIGN
BEST PRACTICES
10
WHEN DO YOU SEND?

Initial re-engagement email communication sent in real-time (within an hour
of purchase abandonment)
Ti...
HOW OFTEN?

Create a drip campaign to follow up with
customers who haven’t purchased.
Drip 2 – Sent 2-days post-abandon

D...
WHAT DO I INCLUDE?

Include information and imagery for the products each visitor added to cart
within the email creative....
OPTIMIZE

Optimizing email creative for best conversion
Heavy site navigation or product recommendations within email crea...
LET’S GO BEYOND

15
BEYOND BASIC

Going Beyond Basic Purchase Abandonment
Leverage the following advanced refinement
capabilities to take your...
CAUSALITY
Determine the cause of abandonment and send customized
messaging/offers based on this cause. Abandonment causali...
CAUSALITY

Shipping Abandonment

Payment Abandonment

Cart Abandonment

18
WHO’S YOUR SHOPPER?

Identify what types of shoppers are abandoning so you can
send customized messaging based on each sho...
TYPE OF PRODUCT
Re-engage with visitors who abandon specific brands or category
of product with custom messaging, like a u...
SUCCESS STORIES

21
FREQUENCY CAP

Avoid “pavlovian abandoners” by capping the
frequency a visitor can receive a purchase
abandonment email.
B...
PRIORITIZE

Avoid oversaturation of emails by prioritizing behavioral
campaigns and general marketing campaigns
Base prior...
BEYOND THE CART?

24
WHAT’S BEYOND THE CART

There’s more to the visitor shopping experience
than cart abandonment
What about those abandoning ...
GO FROM ALL ANGLES

How visitors are getting to your site
–

Paid traffic, search traffic, affiliates, etc.

Customer brow...
UP-FUNNEL

Re-engage with visitors
browsing specific
categories/products but not
adding items to the cart.
–

Custom email...
WHOLE FUNNEL IMPACT

Purchase Abandonment
ONLY
On average, 3% site
wide revenue increase
expected

Overall Site
Abandonmen...
Thank you!
SmarterRemarketer.com

// @ SmarterHQ

//

LearnMore@SmarterHQ.com
REACH OUT TO US

WhatCounts
3630 Peachtree Road, NE
Suite 900
Atlanta, GA 30326
1-866-804-0076
www.whatcounts.com
Twitter:...
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Three Ways to Re-Market Smarter webinar slides

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The average shopping cart abandonment rate is over 65 percent. The average value of an online order is $116.58.
With these numbers staring you in the face, there’s no way you can ignore customers who fill their online carts and then walk away. Getting these subscribers to come back to your website and follow through on their orders is a must.
Email is the answer: It allows you to target your abandoned customers and better engage potential buyers.
In this webinar we’re co-hosting with our partner Smarter Remarketer, we’ll describe and show several real-world case studies exploring various strategies and tactics for optimal shopping cart abandonment email campaigns. Register for the webinar now!

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  • Teaser: how skymall had almost a 50% revenue lift during Cyber Week
  • Speak to what they should look at to determine the cadence
  • Speak to – so many options you can go with, these are just some suggestions to take to the next level. How to leverage causality, these points, etc…
  • Speak to: its as if we’re comparing our user base against each other – if someone is clicking in an array of fields a certain amount of times, then we identify them as having a problem.
    Take to a new level – smarter models
  • Speak to – what kind of shopper is abandoning, messaging, what the results/why you need it
  • Speak to what SkyMall is doing – full case study available on our website
  • Speak to: Some clients don’t mind training their shoppers (they just want the conversion) – for some who don’t want them to get their offer every single time…
  • Mention additional suppression list capabilities
    Some clients running hundreds of campaigns at one time. Being able to easily manage something like that is important.
    If using a separate platform for abandonment, consider suppressing that list from your normal marketing sends.
    Mention costs of over emailing:
    - Sending targeted, customized emails lowers the number of email sends, and increases ROI
    - Low deliverability rates
    - Risk of higher unsubscribes, blacklisting
    - Inbox competition
  • Speak to: This is why our definition of abandonment includes anyone who came to the site but didn’t purchase. Regardless of where they are in the funnel, you are going to see great results when you combine them all together.
  • Three Ways to Re-Market Smarter webinar slides

    1. 1. We Email BEYOND BASIC ABANDONMENT: WAYS TO REMARKET SMARTER With Smarter Remarketer
    2. 2. TWEET! Follow us on Twitter! @WhatCounts @timbrechlin Tweet about this webinar using #WCRemarketer 2
    3. 3. TODAY’S HOSTS STEVE SNEATH Director, Partnerships Email ssneath@SmarterHQ.com Twitter @SmarterHQ KARA HOLTHAUS Senior Account Manager Email kholthaus@SmarterHQ.com Twitter @SmarterHQ Tim Brechlin Inbound Marketing Manager, WhatCounts Email tbrechlin@whatcounts.com Twitter @timbrechlin 3
    4. 4. AGENDA About Smarter Remarketer Purchase Abandonment Best Practices Going Beyond Basic Purchase Abandonment Take the Next Step: Up-Funnel Campaigns Q+A 4
    5. 5. ABOUT SMARTER REMARKETER 5
    6. 6. ABOUT SMARTER REMARKETER Smarter Remarketer is a customer intelligence fueled omnichannel marketing solution that is capable of automating hundreds of discrete campaigns based on visitor experiences on your website, mobile site or mobile app. Product/Category Browse Abandonment Intelligent Purchase Abandonment And much more… 6
    7. 7. WHAT IS ABANDONMENT? SR Definition of Abandonment: Any visitor on the site that does not complete a transaction. 7
    8. 8. WHAT IS A PURCHASE ABANDONMENT CAMPAIGN? Re-engagement with visitors adding at least one item to the shopping cart and leaving the site without purchasing. 8
    9. 9. WHY DOES IT MATTER SR clients see a range of 70%-88% of visitors who add items to their cart abandon their purchase 20% is the typical conversion rate for Smarter Remarketer Clients running a cart abandonment campaign Has led to 50% revenue lift in cart abandonment campaigns in some cases 9
    10. 10. ABANDONMENT CAMPAIGN BEST PRACTICES 10
    11. 11. WHEN DO YOU SEND? Initial re-engagement email communication sent in real-time (within an hour of purchase abandonment) Timing of additional drips varies based on visitor behavior +1 Day Email 1 Send near realtime; reminder message Email 2 Send 24 hours later; create sense of urgency +6 Days Email 3 Send six days later; include offer 11
    12. 12. HOW OFTEN? Create a drip campaign to follow up with customers who haven’t purchased. Drip 2 – Sent 2-days post-abandon Drip 1 – Sent 1hr post-abandon 12
    13. 13. WHAT DO I INCLUDE? Include information and imagery for the products each visitor added to cart within the email creative. 13
    14. 14. OPTIMIZE Optimizing email creative for best conversion Heavy site navigation or product recommendations within email creative can be a liability. Goal: Re-engage visitors in the buying process, not shopping process 14
    15. 15. LET’S GO BEYOND 15
    16. 16. BEYOND BASIC Going Beyond Basic Purchase Abandonment Leverage the following advanced refinement capabilities to take your abandonment campaign beyond basic: Abandonment Causality Shopper Type Product/Category Added to Cart Frequency Capping Campaign Prioritization 16
    17. 17. CAUSALITY Determine the cause of abandonment and send customized messaging/offers based on this cause. Abandonment causality recognition is key to getting more visitors to convert. Cart Abandonment Checkout Abandonment Shipping Abandonment Payment Abandonment 17
    18. 18. CAUSALITY Shipping Abandonment Payment Abandonment Cart Abandonment 18
    19. 19. WHO’S YOUR SHOPPER? Identify what types of shoppers are abandoning so you can send customized messaging based on each shopper type. Highly engaged non-purchaser New/returning visitors Paid traffic shopper Predicted to purchase 19
    20. 20. TYPE OF PRODUCT Re-engage with visitors who abandon specific brands or category of product with custom messaging, like a unique subject line and hero image. Product education/nurture Product category Product price and/or margin Premium brands & co-ops 20
    21. 21. SUCCESS STORIES 21
    22. 22. FREQUENCY CAP Avoid “pavlovian abandoners” by capping the frequency a visitor can receive a purchase abandonment email. Best practice: Typically between 30-60 days. The Smarter Remarketer tool makes it easy and simple to frequency cap based on each behavioral campaign. 22
    23. 23. PRIORITIZE Avoid oversaturation of emails by prioritizing behavioral campaigns and general marketing campaigns Base priority of emails on: – Highest conversion rates – Highest click through rates – Relevance (batch & blast emails last) Emails with highest ROI and customer engagement should be highest priority 23
    24. 24. BEYOND THE CART? 24
    25. 25. WHAT’S BEYOND THE CART There’s more to the visitor shopping experience than cart abandonment What about those abandoning your website throughout the shopping funnel? – One-time Browsers – Repeat Browsers – New visitors – Acquisition/Traffic Sources 25
    26. 26. GO FROM ALL ANGLES How visitors are getting to your site – Paid traffic, search traffic, affiliates, etc. Customer browsing activity once on your site – Content engaged with, products viewed, etc. Marketing email opt-ins – Optimize your welcome email series based on visitor behavior 26
    27. 27. UP-FUNNEL Re-engage with visitors browsing specific categories/products but not adding items to the cart. – Custom email subject line and/or hero image based on category browsed – Display browsed products – Merchandise like-products 27
    28. 28. WHOLE FUNNEL IMPACT Purchase Abandonment ONLY On average, 3% site wide revenue increase expected Overall Site Abandonment On average, 6% site wide revenue increase expected Up-funnel campaigns can have the same impact, if not more, as cart/checkout abandonment campaigns 28
    29. 29. Thank you! SmarterRemarketer.com // @ SmarterHQ // LearnMore@SmarterHQ.com
    30. 30. REACH OUT TO US WhatCounts 3630 Peachtree Road, NE Suite 900 Atlanta, GA 30326 1-866-804-0076 www.whatcounts.com Twitter: @whatcounts sales@whatcounts.com 30
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