Tweet

Letting Your Customers Off Too Easy

Written by: Jennifer Horowitz

Article Overview: There is great opportunity on your website that is often overlooked by site owners. The opportunity lies on the oft-ignored Thank You Page.

Letting Your Customers Off Too Easy

There is great opportunity on your website that is often overlooked by site owners. The opportunity lies on the oft-ignored Thank You Page.

When people are in "buying mode" it is the perfect opportunity to pull out the big guns and really show them what you have to offer. After someone has added one of your products to their cart, you have the following options:

Let them check out with just that product and be happy with the sale.

Offer a selection of best selling or other related products within your shopping cart before they
check out, so you create an opportunity to get more revenue and the customer is exposed to
more products they may be interested in.

Let them complete the first transaction with no other offers and once they are transferred to
the "thank you" page, offer them a special offer or other related products.

The thank you page is something people really pay attention to – after they have placed their order they want to see any important details regarding their order. So you have a captive audience that is in buying mode. It’s the perfect opportunity for you to increase the value of that customer (get more money out of them!)

Implementing a thank you page offer doesn’t have to be complex, but here are a couple things to think about.

You should create a sense of urgency, so make it a time sensitive special offer.

You should also include customer reviews/testimonials of the products, to help increase the trust factor.

Don't let your customers off too easy, most customers will tolerate (and often welcome if the product is well chosen) a couple of up-sell / cross-sells within their transaction.

If you don’t have any other products you can up-sell consider promoting products you are an affiliate of that are related to their initial purchase.

Can you sell a warranty, or support plan? Can you sell something related to the maintenance or up-keep of the initial product they bought? Is the product something they will consume and need to replace again in a certain time period? Sell them multiple items now – offer them a savings for buying 3 or more all at once. Is your product or service related to something seasonal – if so you could remind them to stock up now while the product is available and in demand.

As always, I would offer the disclaimer that you should always test. If you find your sales are declining or shopping cart abandonment is increasing, you may want to pull back a bit.

Put some thought into what products it makes sense to offer and point out the connection for a more positive reception to the offer.

Related Articles
  Let Your Light Shine
  The Power of Letting Go
  The Easy Side of Going Green
  Explore Easy Ways To Get Publicity
  Enhancing Customer Relationships

Article Tags: big guns, captive audience, customer reviews, first transaction, initial product, initial purchase, money, other related products, promoting products, sense of urgency, shopping cart, special offer, testimonials, warranty



Related Forum Posts
Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Re: e-Commerce and e-Payment providers - When I came back to Japan in 1999 I sometimes used to ask my students if they would buy anything on the Internet and at that time most thought it was too risky. I'd encourage them to try by using well known sites such as Amazon.co.jp and also pointed out that using a credit card on a reputable site was safer than using it at a restaurant. I can't remember the last time I had that discussion or when the "tipping point" occurred in Japan. To answer your other question, I use Paypal for several reasons: 1. Brand familiarity 2. Easy to use 3. Free to withdraw 50,000yen+ to my Japanese bank account - a huge benefit (but maybe other systems also offer that...?) 4. Easy to cancel subscriptions On the down side, their transaction fees are quite costly, they are difficult to contact and when disputes arise you can sometimes lose even when you can prove via your tracking service that the disputed item was "delivered" to the customer's address!
Re: Domain name sugestion - Hi Anelly, Support-Box.com sounds very good to me. Easy and catchy.
How to Do Great Marketing with (Amost) No Money - I've given this presentation to CEOs many times. Now i can share it with you. But I cannot because I do not yet have 20 posts. Jeff Ogden, President Find New Customers
Delegating - Good info and interesting list. Easy to see how the authority or power is slowly passed to the person - the secret would be knowing WHEN to move to the next step. I like to avoid people who are stuck at the #1 level. Chris


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Tweet

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Ways to Improve Your Landing Page Conversions

Convening a focus group for a niche product

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.