Kevin Hillstrom: MineThatData
Helping CEOs Understand How Customers Interact With Advertising, Products, Brands, and Channels
November 20, 2024
Story Time - About Analysts
November 19, 2024
What Reactivation Looks Like by Visit Segment
If you looked at, for instance, 13-18 month 1x buyers (one purchase, last purchase 13-18 months ago), you might find that in the next month this cohort has a 1.1% chance of buying again. That's a percentage that is generally too low to impact your business, consequently, you don't pay much attention here ... other than offering this segment 40% off or 50% off or 60% off ... then you'll tell me that you are being "strategic" by offering discounts.
If you break the data down based on "what" a customer did in the past month, you see a different story.
Turns out that, in this example, thirteen (13) percent of this lapsed segment wasn't actually lapsed at all ... they're interacting with your brand.
Your web analytics package already captures the non-Community information above ... if you hosted a community forum on your platform, you'd see the 2,026 people who also interacted with your brand. If you have an email address for these customers (which you'd likely have because you'd require these customers to log into your platform with an email address), you'd look at "what" the customer did last month and then send email marketing content that is relevant to the products the customer likely wants to purchase based on community interaction.
It's not hard to do, it's stuff that retailers were doing in the mid-2000s.
So go do something with this information ... right? Get busy!
November 18, 2024
Why Are You Generally Against Reactivation Via Community?
Maybe you aren't against it, but my metrics suggest you are.
Last week I wrote about Wool& (click here). As you might surmise, when I talk about various topics I put links into the post, and then (unsurprisingly) I measure how often you click on links. For instance, here the Velocity Sellers spend fifty-four minutes telling you how to "crush it on Cyber Monday". Several hundred of you will click on that link, and then a small piece of my soul will turn to omnichannel dust. Thank you.
A total of fourteen (14) of you (quite possibly seven people clicking twice each) clicked on the community links in the Wool& post above.
Knowing that a customer who hasn't purchased from you in anywhere between 3 months and 48 months is suddenly interacting with your brand is ... really, really important. When I measure this stuff via logistic regression response models, an interaction with your brand can vary between a 1.5x increase in reactivation (community) to a 3.5x increase in reactivation (email click through) to a 5x+ increase in reactivation (shopping cart). All you have to do is record this stuff as an attribute in your database - that's it. And then act upon it.
And yet, when I speak of using community as a reactivation tool, you could care less.
Is it the hard work required to perform this work at a functional level?
Is it because your technology team could care less about it and therefore you have no chance to do anything innovative and fun?
Is it because you think I'm just plain wrong?
Send me an email and tell me why you don't do this stuff? (kevinh@minethatdata.com)
November 17, 2024
eBay
When I worked at Nordstrom, there was an eager and bright professional who worked for one of the catalog co-ops. In modern terms, she'd be called a "Thought Leader". She always had ideas, and she always insinuated that my team and I were ... not smart ... let's leave it at that.
After an hour where she continued to suggest that she was smart and we were just dumb retail employees, I asked her a question.
Kevin: "Have you ever worked in retail? Brick 'n Mortar?"
Co-Op Professional: "No"
Kevin: "Then how could you possibly know how to navigate more than ten thousand employees to get your ideas implemented, and how could you possibly know the intricacies of retail to know if your ideas will actually work or not?"
Yes, there was silence.
From there, I'd use the query often with angry thought leaders who had all the ideas but none of the experience to know if their ideas mattered.
This brings me to eBay.
You already know I enjoy headphones, both open-backed headphones and iems. I've maintained a limit ... six in my collection. When I get to seven, one has to go. I sell the seventh pair on eBay.
eBay is a fabulous place to learn about copywriting, imagery, pricing, and customer service. On eBay, I have a competitor ... as best I can tell when somebody returns a Truthear Nova to Amazon or another brand, that brand sends the returned unit to this guy, who then sells it as an "open box" item on eBay. I've bought a couple of headphones from this guy.
So this guy "sets the market". Maybe the Truthear Nova sells new for $159. If he's selling an open-box version for $95, that's it, that's the ceiling of the market. I've tested selling above his price ... crickets. I've tested selling below his price, and it has to be 20% below ... you list 10% below to 20% below. If you price 20% below you charge shipping. If you price 10% below you absolutely need to offer free shipping.
I take pictures of the headphone or iem, of all of the tips, the box it came in, possibly the new headphone cable that I put on the iem that the buyer will get for free (to set the item apart from other units with stock cables). Pictures matter. They matter more than keywords matter, that's what I've learned.
Good reviews matter. How do I get a good review?
- I put a handwritten note in most outgoing packages.
- I sometimes offer headphone amp recommendations so the user knows what to buy next.
- In the case of the iPad I recently sold, I put a series of connectors (and an Apple Pen) in the box that didn't need to be sent to the buyer. I later learned that a woman bought the iPad for her Dad, and he liked having the bonus items to get started.
November 14, 2024
Small Apparel Brands Bucking Trends
I talked earlier this week about the feedback many of you provided to me recently ... "apparel is dying". I responded by suggesting this is part of a natural rhythm in business ... brands eventually commoditize an industry (Amazon, Walmart, Target) leaving low prices mega brands and fashion / high priced brands.
Then the middle fills back in with brands that "add something" to make mid-priced merchandise amenable to the customer. I asked you to forward me examples of apparel brands that are smaller, that "add something" to support mid-priced merchandise.
I'll list a few of your recommendations here (there weren't a lot of submissions), then do a deeper dive on one sent in by a reader from a client I've had a relationship with for fifteen years.
- Fair Indigo: Sustainable, Fairly Made.
- 80s Tees: Gen-X Pop Culture.
- Lascana
- Creation L
- 32 Bar Blues
- "Wear one of their dresses for 100 days straight and Wool& will give you a $100 gift certificate".
- The challenge proves that wool is a performance fabric.
- The challenge proves that wool is remarkably odor-resistant.
November 13, 2024
You Reacted!
Talk about catalog marketing dying and you'll get feedback, pro and con.
Talk about apparel dying? Overwhelmingly positive feedback, and plenty of it! As much as I've received from a post in a decade.
One of our readers offered an interesting thesis ... "There is a proliferation of $5 million to $10 million apparel brands online ... There is no one place to
see them like ... Amazon".
Let's test this thesis. Send me an email (kevinh@minethatdata.com), listing a small apparel brand you shop from. You are also required to tell me what the marketing hook is that they use to give you a reason to purchase from them. If I get enough responses, I'll share your perspectives.
So, please, overwhelm my mailbox with the small apparel brands you are buying from and the "hook" they use to cause you to avoid luxury apparel or commodity apparel. Go!
November 12, 2024
Apparel (Not All of It) is Dying
Many of my clients sell apparel ... often Women's Apparel.
And many of you are telling me that Apparel is dying.
Some of you don't say it specifically ... you tell me things like "Our sporting goods business is solid but apparel just keeps losing ground". There is some synergy between apparel losing ground and catalog marketing now in a free fall ... both interact with each other in a negative feedback loop.
A decade ago I consulted with a business that ended selling casual apparel (which was a reasonable percentage of the business), favoring outdoor apparel instead. Lots of internal strife ... "this is the end of the brand".
- Narrator: "It was not the end of the brand."
- Amazon / Target / Walmart: They commoditized apparel. Why should I pay $79 for something from Under Armour or Nike when I can get something that is 85% as good from Amazon for $19 and if it fails I can get two more and still have $20 in my pocket?
- Fashion: Meanwhile, some brands think they can get you to spend $149 on a dress. They can. A "comparable" item might cost $25 on Amazon ... it's not comparable, but it is comparable enough that most traffic heads to $25 while a small fraction spend $149. But it is the "right" traffic for that brand. They are competing on a very different level, and they have to pay for that, don't they? But they made a choice.
- You have luxury beers.
- You have quirky beers ... the "Summer Shandy's" of the world.
- You have commoditized beers.
Story Time - About Analysts
Let me tell you a story. This one is from Lands' End, nearly thirty (30) years ago. I'm 29 years ago and dumb as a box of hammers. O...
-
It is time to find a few smart individuals in the world of e-mail analytics and data mining! And honestly, what follows is a dataset that y...
-
It's the story of 2015 among catalogers. "Our housefile performance is reasonable, but our co-op customer acquisition efforts ar...
-
Yes, Gliebers Dresses is a fictional series designed to get us to think about things ... if business fiction is not your cup of tea, why no...