Episode Title: Increasing Customer Retention and Average Order Value – with Ruth Even Haim

Guest: Ruth Even Haim, Co-Founder of StilyoApps

In this episode of the eCommerce Marketing Podcast, host Arlen Robinson interviews Ruth Even Haim, the co-founder of StilyoApps. Ruth shares her journey from being a Shopify merchant to developing apps that help merchants automate processes and increase revenue. She discusses strategies for increasing customer retention and improving average order value, focusing on the post-purchase experience and the optimization of the thank you page.

Key Takeaways:

• Ruth’s Background and Journey to StilyoApps (00:01:09):
  • Started as a Shopify merchant, identified gaps, and moved into app development.
  • Focused on creating tools to help merchants optimize their stores and increase sales.
• Importance of Customer Retention and Average Order Value (00:03:37):
  • Repeat customers spend up to five times more than new customers.
  • Retaining customers and encouraging repeat purchases are crucial for long-term business success.
• Effective Post-Purchase Upsell Strategies (00:06:20):
  • Offer exclusive discounts that are higher than general promotions.
  • Limit the number of upsell offers to avoid overwhelming customers (1-3 upsells recommended).
  • Use pop-ups with timers to create urgency and encourage immediate action.
• Design and Layout of Upsells on the Thank You Page (00:09:04):
  • Spread out upsell offers across the page to avoid clutter.
  • Use pop-ups that appear a few seconds after the thank you page loads to catch attention.
• Making Customer Communication Personal (00:11:51):
  • Communicate on platforms where customers are most active (email, SMS, Facebook Messenger, etc.).
  • Collect customer data (e.g., birthdays, preferences) through surveys and forms to personalize communication.
• Utilizing the Thank You Page (00:16:29):
  • Add elements that enhance the customer relationship (e.g., videos, brand story).
  • Encourage social media sharing and follow-ups to increase engagement.
• Statistics on the Effectiveness of Thank You Page Optimization (00:19:31):
  • The thank you page is viewed on average 2.5 times per order.
  • Optimized thank you pages can have conversion rates between 1-7%, with some exceptional cases reaching up to 15%.
  • Stores using optimized thank you pages can see revenue increases between 5-15%.

Guest Information:

• Name: Ruth Even Haim
• Position: Co-Founder of StilyoApps
• Website: StilyoApps
• Social Media: Reconvert App on Instagram