Why?
A basket abandonment campaign is one of many triggered emails you could be sending. Triggered emails are personalised messages that get triggered by specific actions the customer takes online. Hyper relevant and timely they are designed to nudge the customer to take the next best action. The reason why they perform better than usual BAU newsletters is because the consumer is actively engaged with your brand. Engagement is coupled with intent, they are browsing your site and adding to a basket, with an intent to purchase – you just need to give them an extra push to make that purchase now. Often triggers are designed on mass and based on the behaviour, however they are even more powerful when the content is designed to be different according to the product and persona. Done well they can increase site revenue buy over 10% – the ROI can be huge with many brands seeing over 1000%!4 steps to planning your email triggers:-
- Before you start curating it is important to scope the use case. What do you want to achieve, document what you want the consumer to do next.
- The next step is to define your KPIs. What does success look like for these particular triggers? This enables you to measure effectively and optimise the campaigns to deliver better results.
- Once you have defined these you need to define the different journeys with the appropriate content
- Remember that in some systems (like the Pure360 Marketing Platform) the integration is front end, relying on your website – this makes life much easier!
The 3 basket abandonment email journeys
In this scenario we are using the example of a bike specialist business.Journey 1 – The anonymous
What do we know? We don’t know the user, however we know they abandoned a bike from the website
Journey 2 – The fanatic
What do we know? A male customer, he abandons a high value trail bicycle from the website
Journey 3 – The Eco Traveller
What do we know? A female customer has just abandoned a mid tier electronic bike that is positioned to replace unnecessary car journeys.
Testing
It’s important that you test different scenarios to ensure your campaign is designed to deliver the best results for your business. Here are the some of the elements you could be testing:- Timing
- Subject lines
- Content
- Imagery
- Offer