Why isn't my Shopify store growing? How should I drive more sales?
Shopify store owners struggle to find the right solution that answers these questions. Ecommerce shops are springing up like mushrooms.
One mistake can let your competition leave you behind in such cut-throat competition. And finding success in growing your eCommerce business has become tougher than you think.
But don't lose hope; the word tough isn't equivalent to impossible.
Growing your Shopify store doesn't have to be challenging. With little tenacity, clever marketing, and unique customer retention strategies you, too, can have your Shopify store's name among other successful.
In this article, we will take you across the 7 mistakes you should avoid growing your Shopify store.
1. Bad customer service
2. Poor Customer Experience.
3. Lack of social proof
4. Complicated checkout
5. Subpar SEO
6. Not concentrating on abandoned carts
7. Undervaluing repeat customers
Even the tiniest eCommerce blunders can negatively impact critical metrics like customer satisfaction and sales growth. In addition, it can hurt your brand's reputation by lowering your position among competitors.
Here's a video on all seven mistakes mentioned below -
Mistake #1: Bad Customer Service
Customers can— and will — switch to another company if they are dissatisfied with your service. According to studies, 59% of customers will switch to a different company to receive better customer service.
As a Shopify store owner, the best way to avoid this is to ask yourself the following questions:
- Is customer service quick to respond?
- Is the customer service representative friendly and helpful?
- Is customer support available 24/7?
- Is it possible for customers to contact you via all social media channels?
If you responded "no" to any of the questions above, it's time to address the elephant.
Customers expect seamless communication across all touchpoints. So, engage with them whenever they reach for help. Be on every channel and try to assist them whenever required.
If a chatbot cannot answer a query, immediately direct your customer to a live agent.
Could you not make them wait at any cost? MyAlice can be a savior in this regard, allowing your customer support team to manage all the customer conversations from a single dashboard! MyAlice is completely free to sign up and if you are an eCommerce store owner searching for a robust and responsive customer communications platform then MyAlice is definitely worth a look.
Mistake #2: Poor Customer Experience
Ever gone down the horror of losing one-third of your consumers in a single day? Losing them forever?
That is precisely what can happen following a single bad customer experience with your brand.
This explains why each staff member at Ritz-Carlton Hotels can spend up to $2,000 to rectify a negative guest experience.
Rob Kendall, who is a Shopify development expert says – Customer experience is everything. Take a look at Apple, he added. When you buy something there, you feel like you're product specialist is personally attending to you.
Everything is simple, clear, and laid out in a logistic fashion that promotes a smooth and speedy process from 'buy now' to checkout and beyond."
A fantastic customer experience, on the contrary, results in concrete benefits. Consumers who feel valued are willing to spend 16% more.
While most companies assume that investing resources in cutting-edge technology will amaze customers, these aren't as crucial to the experience equation. So what can you do to minimize this expectation gap?
- Understand that customers want user-friendly websites and mobile apps
- Automate conversations but do not ignore the human element of CX entirely
- Ascertain that the employees are knowledgeable and understand consumer needs
Mistake #3: Lack of Social Proof
Let's assume Joe is a consumer interested in purchasing a high-end product from your store. However, he is hesitant about the purchase because there is no prior customer feedback. Thus you run the risk of customer turnover.
Facebook ads can't get you the sales that customer referrals can. 81% of consumers trust recommendations from friends and family rather than the business itself. The more willing your customers are to promote your brand, the faster your flywheel spins and the more revenue you generate.
So, without being overbearing, encourage your customers to submit a review. Offer them incentives, like gift cards, reward points, if necessary.
Reviews should not be limited to certain products; rather, they should be all-out. Aside from reviews and ratings, other social proofs for your Shopify store may include:
Influencer endorsement: Social media influencers with a built-in audience of ardent followers can help your business gain traction.
Social proof: User-generated content can provide the additional reassurance customers need to get from "maybe I need it" to "must have it."
Social Media counts: You may illustrate your existing credibility by displaying numbers like social media reach, engagement rate, etc.
Mistake #4: Complicated checkout
You've put in a lot of effort to get people to visit your eCommerce site. However, 1 out of every 5 customers is likely to abandon their purchases due to a complex checkout process.
Your potential customer Joe finally decided to take the plunge and is about to make the expensive purchase. However, there are other factors that is preventing the transaction from being completed:
- Mandatory account creation before checkout
- Shuffling customers from one window to another
- Limited payment options
- Hidden or extra costs
- Non-mobile-friendly checkout
One-page checkout is, without a doubt, the best option for clients. However, you can take it a step further with an in-chat checkout solution. If you wish to implement a similar service, MyAlice can be the right option to go for.
Mistake #5: Disregarding abandoned carts
If Joe abandons his cart, it is unwise for you to sit on the sidelines.
"Site owners need to pay attention to customer purchase drop-offs and abandoned baskets. Some of this is natural wastage, but if you're getting regular drop-offs, then maybe there's an error, or some other UI/UX roadblock that's causing people to leave and shop elsewhere. " - Rob Kendal, Shopify Development Expert.
Around 75% of individuals who abandon their carts are willing to return. In other words, the cost of retrieving an abandoned cart is much lower than the cost of acquiring a new customer.
Sending cart recovery emails has shown to be quite effective in recouping lost revenue. Studies show that 45% of people open these emails, 21% click-through, and 11% purchase. The email checklist includes:
- A concise but striking subject line
- Appealing images of the products in the cart
- The total price of the product, without any hidden cost
- Free shipping or loyalty program incentives
- A detailed return-refund policy
- Social proof like ratings, reviews, or customer testimonials
- A prominent CTA button that directs to the shopping cart
Mistake #6: Undervaluing repeat customers
As a business owner, you must recognize your repeat customers - they are the cornerstone of a prosperous firm.
Companies derive 25% to 40% of their total income from returning clients.
Hence businesses strive to provide them with the maximum value possible. In the early days, its referral program made Uber so appealing. The company paid up to $20 to both a referrer and a new rider.
Here we present 3 tried-and-tested ways of extracting value from your repeat customers:
Incentives and discounts: Limited-time deals always drive quick purchases. You may offer discounts to your returning customers when they hit a certain purchasing threshold, such as 15% off their next purchase if they spend $100.
A BOGO (buy one, get one free) promotion is also a proven technique for boosting short-term repeat purchases.
However, if utilized too often, customers may begin to doubt your product quality. You can also collaborate with a neighboring company to offer reciprocal discounts from time to time.
Loyalty programs: One of the most treasured aspects of the retail purchasing experience is 'earning rewards,' according to 60% of online users.
Consider the punching card provided by Starbucks. Customers are enticed to consume more coffee in anticipation of the free cup of coffee they would receive once their card has been punched all the way through.
"People that buy and use gift cards points have a higher LTV than those that don't" - Lorenzo Carreri, CRO expert.
Companies with innovative loyalty programs experience 2.5x revenue growth as compared to competitors. Such programs thus help to retain high-end customers.
Here's the catch: Customer acquisition can be a costly affair. But with the right loyalty program and advocacy system in place, increasing your customer base has never been more affordable.
Just like Uber, you may reward your consumers who refer new shoppers.
Mistake#7: Subpar SEO
Consumers now conduct up to 70% of their research online before purchasing any product.
But who do you think will be more responsive to your marketing: Someone who sees a paid ad or someone who comes across a list of tips you published online?
Well, you guessed it right - it's the latter. According to HubSpot, almost 80% of people ignore pay-per-click ads.
So, make sure you have the right SEO strategy in place. If you can get on the first page of Google, you can capture 71.33% of all clicks. In contrast, if your store is pushed to the second page, only 0.78% of Google surfers will click on it.
"Store owners focus on quick wins. A site tested a popup design that increased conversions by 85% while removing one element from checkout increased conversions by 17%.
These lifts are mirages. Real conversion optimization is about refining your sales pitch and making it more surgical. That's what Shopify site owners need to focus on." - Rishi Rawat, Ecommerce Product Page Expert.
You want your target customers to land on your website and say, "This is exactly what I have been looking for!"
While SEO is keyword-driven, it takes more than simply dusting keywords throughout your content to improve ranking. So, how do you ensure that your website appears on the first SERP?
- Create a simple SEO-friendly site
- Optimize product pages
- Publish long-form blog posts (with the right keywords, of course)
- Create custom research reports
- Build links to your store
Shopify's Winning Formula
Between 2016 and 2019, Shopify businesses contributed $319 billion to the global economy. Some of the most successful eCommerce brands, like Kylie Cosmetics ($630 million) and GymShark ($223 million), are built using Shopify.
So, how did these shops draw in consumers and turn a profit?
In this section, we'll examine the traits shared by the finest Shopify stores so that you get some ideas on how to make your Ecommerce site stand out.
Great products: A successful Shopify store sells products in a niche market. For example- Beardbrand targets not just men but men with beards. Being unique can help with word-of-mouth and social media distribution. For
Striking product descriptions: Great product descriptions, like that of Rocky Mountain Soap Co, can enhance conversion rates and SEO ranking. So, describe your products in ways that appeal to and address the pain points of your target audience.
Good product photography: Since buyers cannot touch or feel the products, a Shopify store's visual attractiveness is critical. ColourPop stands out among thousands of other cosmetic businesses because of its gorgeous design and lively colors.
Well-designed and mobile-friendly site: A well-designed online store makes it simple and quick for your site visitors to find what they're looking for. Consider the case of WP Standard. Their product pages have very few navigation buttons and plenty of white space.
Great customer experience: You'll discover the best-in-class customer experience in any profitable Shopify site. These stores provide the best browsing experience, product availability, checkout process, and customer support.
Strong social proof: As user-generated content influences purchasing decisions, it is an obvious approach to increasing your revenue. When you look at Gymshark's Instagram, you'll see that many of their posts are user-generated content of delighted consumers showcasing their Gymshark items.
Simplified checkout: When it comes to checking out, leading retailers take proactive steps to lower cart abandonment rates. For example- offering multiple payment methods and one-page checkout, allowing guest checkout, charging no hidden cost, etc.
Guilty as charged?
As stated before, achieving success in the realm of eCommerce is not quite as simple as it may appear. While you may be an experienced eCommerce store owner, this does not exempt you from making mistakes.
If your organization suffers from poor customer service, consider combining AI chatbots and human customer support personnel.
If your store's credibility and SEO score are weak, include as much social proof, blog posts, and customer reviews as possible.
Recognize your repeat customers and incentivize them enough to reap the highest customer LTV.
Don't take cart abandonment lightly. Follow up with cart recovery emails.
Stay mindful of the mistakes, and you'll be well on your way to joining the ranks of Shopify's successful merchants!