- 3.5 purchases last year, the majority happening in-store.
- 9 website visits last year, one every six weeks.
When you segment customers appropriately, when you add retail purchases to the mix, and when you measure conversion over time, you get a different story - a far different story - than your typical web analytics package measures.
For this retail business, the customer buys something every two-and-a-half months. When the customer buys something, the customer visits the website 2.6 times before buying, then purchases something, 2/3 of the time in-store.
Since the behavior is consistent and repeatable (and usually happens in-store), do we really need to hound this customer with retargeting efforts, cart abandonment programs, discounts, promotions, and other margin-eroding nonsense? Or do we simply let the natural rhythm of this segment's behavior generate $60 of gross margin on a $100 purchase?
Merchants love gross margin.
CFOs love gross margin.
Gross margin allows you to keep your job.
Try taking a longitudinal view of customer behavior, not a conversion-centric view of customer behavior. You'll find that, often, you're giving margin dollars away to drive behaviors that are going to happen anyway. What a shame.
Contact me (firstname.lastname@example.org) for your own, customized online / retail dynamics project.