Level the game up

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In this newsletter you will find:

⬆️ It’s level-up time

🔥Smokin trending

🛍Product of the week

If you’re new to ScaleUP then a hearty welcome to you, you’ve reached the right place along with 5k+ CEOs, CMO, and marketers.😉 Let’s get into it, shall we? Oh! Before you forget, if someone forwarded this newsletter to you then don't forget to subscribe to our newsletter so you never miss out!

IT’S LEVEL-UP TIME

Who are your customers? Where are they located? How was their shopping experience in your store? How do they use your products? (Damn, that’s a lot of questions🥲)

Discovering this kind of information about your customers can help you improve their experience🥰. But how do you get this information effectively without spamming your mailing lists with constant surveys?

The simple answer is with post-purchase (also known as post-sale) surveys😪. Let’s take a more in-depth look at what they are, the benefits they can bring to your business, and how to set one up.

Let’s dive into some of the best practices to keep in mind when it comes to post-purchase surveys!

⬆️ KEEP IT SHORT AND SWEET

People aren’t generally time-rich and won’t want to enter into the drawn-out discourse around their interaction with your brand (especially if it just wasn’t that memorable!)⏰.

Make your survey short and easy to respond to. Multiple-choice questions are a good place to start.

Multiple-choice questions offer users a way to rapidly input their feedback without taking up too much of their time. It should take users a minute or less to answer 5 closed-ended questions🧐.

⬆️ ASK OPEN-ENDED QUESTIONS

Once someone has vented their feelings via multiple-choice questions, give them the option to describe why they feel this way. Or, better still, ask them how you could improve. You may get unexpected answers which are always useful 🛠.

Asking open-ended questions is a great way to draw out new information and discover new aspects of your business you’d never considered 📄.

If you received a negative review, you could ask: “What did you dislike about our purchase process?”🤔

Then follow up with: “You told us you’re unhappy with our service. If there’s one thing we could do to improve your shopping experience with us, what would it be?” 🤔🤔

Or, if you received a positive response, you could ask: “What did you particularly like about purchasing with us today?” or “Which other products would you consider buying from us?”

You get the idea.🧠

⬆️ BE APPROACHABLE IN YOUR TONE

Personality is key. In your survey, talk to your customers in a friendly, conversational manner 🗣. Make sure your questions are easy to read and understand. Rather than asking whether they were "highly satisfied" with a product, ask "Do you love your purchase?" 🥰

A conversational tone like this will make it less boring and the customers will not feel they’re talking to a screen 📺 . The tone of voice also matters because you need to establish a connection with the customer 🤝

⬆️ EMPHASIZE HOW MUCH YOU VALUE CUSTOMER FEEDBACK

What are the customers getting out of these surveys? How does it concern them? Well, it will concern them if you convince them that their feedback will be taken seriously😤

They need the reassurance that the 2 minutes they take out to fill the post-purchase survey will benefit them greatly by making sure to implement all the changes they’ve demanded ⏰.

⬆️ DIFFERENT POST-PURCHASE SURVEYS FOR DIFFERENT COHORTS

Nothing gets you more customer brownie points than personalization. Consider targeting different segments of your customer base with different surveys.

Repeat customers will get bored of receiving the identical post-purchase survey every time they buy from you 😴. They’ll simply ignore it or find it irritating—maybe so irritating that they’ll start avoiding your site.😤

For repeat purchasers, be creative and ask relevant questions. Address them by referring to this status and acknowledging how much you value their custom.☺️

For example, you could start a message with "As you’re one of our most valued customers," before reiterating that their continued feedback is invaluable to your business 😊.

Bonus Tip: it is very important to provide the customer with some perks like discount coupons, membership, freebies/ giveaways, and free shipping on the next order 🛍. These little perks will attract the customer and they will want to give feedback to acquire these perks🤩.

Customer feedback is an essential part of the marketing process. Sending out regular customer polls, then, should be an integral part of your strategy. Customers want to feel connected, they want to be heard and they want their questions answered! And, you know the answer to it - Post-purchase surveys🤭

SMOKIN TRENDING

WHY THE RIGHT DIGITAL STRATEGY LEADS TO SUCCESSFUL DTC CONSUMER

The Covid-19 pandemic has forced more and more people to turn to digital channels for our shopping fix, making this a great time to be an online retailer💻🛍. The consumer barriers to discovering new brands that exist online.

But with the recent rise of direct-to-consumer (DTC) internet brands, what is the best strategy for “setting up shop” online?

👩‍💻 LOW OR NO-CODE OPTIONS

For brands looking to cater to a larger market quickly, Amazon or Etsy marketplaces are the easiest paths for a new company that’s ready to sell its products🛍. The sheer amount of traffic on these platforms makes them highly attractive to potential sellers, but the DTC brand will have virtually no control over its customer experience🚦.

(Haha not in this case 😉)

If the priority is higher margins, then selling on a platform like Amazon or Etsy which requires little to no technology intervention might be the best solution. Given the no-code nature of these products, a new company taking this path would not have to invest in expensive technical resources🧠.

Another no-code option, Instagram, has offered shopping features since 2017 that make it particularly easy to go from creator to seller. 

Setting up shop on this platform would most benefit a DTC that is interested in maintaining a close connection with its customers and building a community online around its brand 🏘💻.

Instagram’s ability to keep a large number of daily active users highly engaged on its platform, as indicated by their daily active usage metrics, makes the platform an ideal place to optimize for discovery📈. The platform takes care to streamline many parts of the purchase funnel, making it a very attractive option to sell products online💻.

👩‍💻 FULLY CUSTOM TECHNOLOGY STACK

If a DTC brand prioritizes customer connections and better experiences, then the benefits of a marketplace or a low-code option won’t outweigh the need to provide unique experiences.

A part of the successful beauty startup Glossier’s mission, for example, is that they believe in the power of the individual and see beauty as an incredible conduit for connection 🤝.

For that reason, Glossier has positioned itself as a technology company by investing in the team and resources needed to build the best customer experiences.😮

Their tech stack is fully custom, with some exceptions, to control the customer experience and build those rich connections with their community. (wow🥺)

By driving customers to their owned and operated site from social channels like Instagram instead of transacting on Instagram or another marketplace, they have elevated their product to something unique and special that can only be found in one place😌.

There are pros and cons to all of these options, but the bottom line is that understanding your mission and then planning a tech stack around the desired customer experience is the best approach to building a successful DTC brand💪.

PRODUCT OF THE WEEK IS…

CARRO

Want to increase sales but do not want to spend a fortune on acquisition costs? Don’t worry, Carro is here to help you out!

Carro is your companion which helps you to increase sales by supplying or retailing with other top Shopify brands🤝. Now, you can acquire new customers without expensive acquisition costs with the help of cross-selling.

In addition, virtual inventory empowers you to try new products and ideas without any risk (Bye-bye warehouse space🤭)

Carro is also an influencer marketing platform that discovers all the influencers, press, and media that already love your brand💅. Whether they’re your brand’s customers, email subscribers, or fans, Carro will reveal all the influential people with a connection to your brand😮. From there, Carro makes it easy to collaborate with your brand’s most influential fans and customers at scale. Their mission is transparent influencer marketing that’s always on🔛.

No more scrolling through Instagram or maintaining long excel sheets! Your savior Carro is here, What’re you waiting for? Book a free demo now🎬

NEWS UP

📲 Twitter acquires mobile engagement platform OpenBack to enhance push notifications.

🎙 Spotify brings live audio shows to its main app

🚀 TikTok launches its AR development platform, Effect House

☁️ Adobe brings its frame.io acquisition to its creative cloud

🗳 Instagram upgrades its DM box

QUICK BITES

🤖 Google isn’t interested in AI-generated SEO content

📄 How to optimize an E-commerce product page for SEO

📈 40+ TikTok stats, digital marketers need to know

We'd love to hear your thoughts and feedback on this newsletter🤗. If you have any suggestions, please reply to this email, and we will see you on Friday✨

Have a great week and see you soon👋

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