July 31, 2015
The approach is based on a lower pricing strategy, combined with fast delivery. It’s a major, gutsy play for Jet.com’s founder and CEO, Marc Lore. No one has seriously tried to beat Amazon on price – until now. But if anyone can do it, the founder of Diapers.com, Wag.com and Soap.com can. After successfully building these powerful brands, defined by amazing branding, customer experience and convenience (personalization- reminding me that it’s time to reorder, and making it easy to do so; free 2 day shipping, even on a 40lb bag of dogfood), Lore sold Quidsi brands to Amazon for over $500 million.
So it’s just a little bit epic that he’s going after Amazon now.
The key differentiator for Jet.com is that Lore creates beautiful and engaging customer experiences that create a devoted customer base with loyalty and an emotional connection to his brands. And from that perspective, Jet doesn’t disappoint. The site has a powerful brand identity and a great customer experience. The search is powerful, the sort features are what’s needed, and the selection seems robust. The homepage promises ‘club price savings’, which alludes to Costco as well as Amazon’s prime pantry. Jet is going directly after Amazon on price, showing comparative pricing against Amazon on every item, to demonstrate the savings.
How is Jet.com doing it? They’re sourcing wide and far- and instantly serving up the prices that are lowest based on your location and things that are cheaper to ship together. Jet will show ‘smart savings’ on items that work well together. every time you add to cart, an animated calculator comes up to show you how many items are now cheaper on the site- it has a little bit of a slot machine effect, of making you feel like there’s a reward with every transaction.
There’s a ways to go- Jet is operating at a huge loss currently, as it gets the infrastructure in place to do this efficiently. From a customer perspective, there’s work yet to be done- product descriptions at the thumbnail level don’t always make it clear what the quantity is for the price, so it can be a little confusing. In the shopping cart, I see how much I’ve saved per item, but no subtotal for line items I’ve ordered in multiples. They need to add a quick-view feature to the search display- something Amazon doesn’t have, so could be yet another differentiator.
In the shopping cart, you can save even more if you select certain payment methods, or to waive the ability to have free return shipping. More incentive to checkout. On my $50 purchase, I saved over $9- not bad.
The biggest obstacle for Jet in driving repeat purchases, is that their creative sourcing means that an order ends up shipping in many multiple packages: My order of 8 items will arrive in 5 separate shipments. I’m not paying the added cost- Jet is absorbing that. But as a customer, I don’t like the inconvenience and waste associated with receiving that many packages and keeping track of whether everything has arrived.
Will Jet give Amazon and Walmart a serious run for their money? Maybe. I hope so, because the competition is good- and I love a site that takes the time and effort to make the customer experience feel like a wonderful place to be. It’s a differentiator that matters- Amazon has never tried to go there, and Walmart failed when they tried- their customer associates a certain over-crowded messiness with savings. It could be the differentiator, combined with price- that makes Jet.com a serious contender.
July 25, 2015
Gilt has made shopping online even easier.
Online retailers are always looking for ways to make shopping online faster, easier and more streamlined. The best practices are just that, because they work- customers like to shop in an expected way, in an expected order, leading up to the cart and checkout, where the decision is really made. Customers like consistency. Except when there’s something even better.
Quick View is one of those things- it enables shoppers to browse lots of products without bouncing back and forth to the product page. Most retailers have implemented Quick View and have found it successfully increased engagement and even the customer’s propensity to buy.
Now, Gilt is making shopping even easier at the category level by building Quick View directly into the rollover. No need to click to see a ‘Quick View’. No window opening up with item details. Instead, on rollover- they show available size and color info, and an Add to Cart button. Beautiful!
This isn’t for everyone. Some customers may need more info- and they can still easily click through to get it. But for power shoppers- in particular, Gilt Groupe’s shopper, this is ideal. Now they can shop in a flash and be on their way. This is a perfect example of a retailer understanding their customer and finding ways to make the experience better.
July 17, 2015
Great copy can do amazing things. It stops you, even if you weren’t interested in stopping. It elicits an emotional response. Gets your attention. Draws you in. And can close the sale. Here, 3 key principles for creating effective copy online: what to do, and what not to do.
1. Get them in the door.
Copy is critical to communicate your message and to engage people with your brand. When it’s effective, it drives action- clicks, sign-ups, and ultimately, purchases. It will get them in the door.Brevity is key. The goal is to get your customer to the next step, not to tell them everything they’d ever need to know. You have to prioritize your message. Keep it simple and uncluttered, if you want your message to resonate.
- Good copy: FREE SHIPPING on orders over $50
- Bad copy: FREE SHIPPING ON BOOKS IN THIS CATEGORY + SHOES BY THIS DESIGNER + OTHER STUFF SO EXTENSIVE AND LONG-WINDED THAT I DON’T CARE OR BELIEVE YOUR MESSAGE ANYMORE.
It’s tempting to include lots of things to try to hit the right trigger points for everyone. Don’t. You’ll end up saying nothing to anyone. Too many messages become noise.
2. Explain and engage
It’s all about contextual information. Pacing is key. Providing the right information in the right places along the journey, to keep your customer engaged- and on a path towards what you want them to do. On each page, think about what you want your customer to know (and what he or she will want to know), to reinforce your brand, your product, or your offer.
- Do provide social proof. What are your customers or media saying about it?
- Do make it clear how to get there or what to do next.
3. Deliver on it
Tell the truth. Don’t over promise and under deliver. If you say FREE SHIPPING on the homepage, but don’t show it on the cart and checkout, your customers will feel duped. If it’s only FREE with a myriad of exclusions or conditions, and comes via pony and takes a year and a day to get there, your customers will feel duped. You might get the sale today- but they’ll think twice next time (if there is a next time).
Amazon claimed Prime Day would be the biggest sale event since Black Friday- and has declared it a success, but customers disagree. Disappointed Prime shoppers were all over twitter complaining that it was impossible to shop and that it was only the drek on sale. The Kindle was on sale- but only the base version- not the Paperwhite or the Voyage. It wasn’t the ‘good stuff’. See “It’s not living up to the hype” on CNN Money.
- Don’t over promise. If it truly is the biggest sale ever, say so. Then prove it. If it’s not- think of something else to say that reflects your reality. It doesn’t have to say, ‘BIG SALE: all the stuff left over that’s not selling and we need to get rid of’– it just has to be true.
- Do make it fun. Anthropology has a clever way to make further markdowns compelling- they’ve said, “Our sale is on sale”. That’s tempting. It doesn’t yell or scream, or promise rainbows and unicorns, but it does get my attention if I care about getting a great price, without sounding bargain-basement. Moo.com is having a sale- the homepage says only “SALE”, with a little 25% off dot whack and a fun little animated confetti gif. Simple- but effective.
It’s tempting for your writers to overstate to make something sound great- but it’s only great if you can deliver on it. You may get people in the door with a hyperbolic message, but if you’ve over promised, they’ll be less likely to respond to it next time.
The lesson in all of this? Put yourselves in the shoes of your shopper. How will the message make them feel? Are you telling them what they need to know to make a decision? Are you delivering on the promise? How will they feel after they experience it? Emotions drive action- whether they come back to you, or not. It’s up to you.