The Ecommerce Evangelist Blog Powered by VeriSign The Ecommerce Evangelist Blog is about creating an online experience that makes your customers smile, driving more customers to your online store and increasing conversions to sales. Merchants, entrepreneurs, internet marketers, and everyone who sells products and services and makes money online…this blog is for you.

Bob Angus is a Product Marketing Manager in VeriSign’s SSL business unit with a 20+ year career in selling and promoting internet and software products. Carrying the flag for the ecommerce revolution, Bob loves innovative technology, effective marketing, and scouring the earth for unusual baseball memorabilia. Contact Bob.

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February 1, 2010

Online shopping is the top channel this Valentine's Day

The average person plans to spend $103.00 on traditional Valentine's Day merchandise this year, according to NRF's 2010 Valentine's Day Consumer Intentions and Actions Survey. As the economy remains difficult for many consumers, this planned is similar to last year's $102.50 and leads to an estimated total of $14.1 billion this Valentine's Day.

"The economy has forced consumers to rethink their gift giving practices," said Phil Rist, Executive Vice President, Strategic Initiatives, BIGresearch. "Personal and unique gifts will speak volumes this Valentine's Day as consumers dig deep into their hearts and not their wallets."
However, flat over all spending masks the key area of growth, namely online shopping.
The shop.org blog highlighted some additional metrics of interest in their Valentine's Day - Online Shoppers Look Promising post. The number that jumped out at me was almost 70% higher average spend of $171.81 for those shopping online versus the $103 spent across all channels.

The higher average spend this Valentine's Day is the continuation of the larger trend to online purchasing as consumer shopping behavior fundamentally changes when times are tough. Consumers want discounts and feel that they can best find these on the Internet. I imagine that this trend will continue throughout the rest of 2010.

December 17, 2009

The Trusted Way to Shop for Holiday Travel Deals

Airplane by KossyatFINEDAYS.jpg

Many deal-seekers are shopping online for last-minute holiday travel deals right now. If you are an online travel providers (or any ecommerce site offering ship it now specials), you need to make sure that you are maximizing your conversions by giving visitors assurance that their private information and credit card info is secure.

How? The best way to build trust, increase transactions and standout from the competition is to use extended validation SSL. VeriSign has several case studies with travel sites, like CRS Hotels who boosted bookings 30% and iperbooking who lifted conversions 14.8%. The list goes on. In fact, VeriSign just launched a press release in Europe with several leading UK travel websites - Quickrooms, Opodo, and directline holidays. Download the press release here.

VeriSign EV SSL Holiday Travel Press Release 15122009.pdf

Happy travels!

Photo by Kossy@FINEDAYS


December 15, 2009

E-Commerce Times Discusses Recognizing Trust Marks

The E-Commerce Times just posted an informative article about differences in SSL and how online shoppers recognize trust marks. SSL Certificates: Safety, Nuisance, or Both? by Mike Pearson.

The discussion centers around the fact that consumers are now expect to see trust marks like the VeriSign Secured Seal or other security indicators like the padlock, https and the green address bar. But how easy is it for the bad guys to spoof those? Fortunately, it is not easy, especially for the most trusted brands like VeriSign.

VeriSign SSL blogger and VP Tim Callan was quoted in the piece. He reminds ecommerce merchants of the extra safety measures that VeriSign takes in protecting the value of the VeriSign Secured Seal by enforcing against spoofs. Additionally, the basic differences of SSL certificate authentication methods (domain validated, organizational validated, and extended validation) is highlighted in the context of industry standards and the total security promise of SSL.

The bottom line - ecommerce merchants need to establish trust and secure their customers' confidential data with the best. The good news is that your SSL investment usually pays of with a bump in sales and loyal customers.

August 10, 2009

Visit VeriSign at HostingCon 2009

HostingCon 2009 (August 10-12) is the biggest trade show for the web hosting industry. This year web hosts, domain registrars, and online service providers are converging on Washington DC starting today. VeriSign and the team from the VeriSign Partner Program are going to be there in force.

On Tuesday August 11th at 2pm, I am speaking on "Selling Premium Services to Cost-Conscious Customers". How to effectively sell value-added products in the face of the current downbeat economy is a hot topic. In fact, I discussed that in a pre-event interview with David Hamilton from Web Hosting Industry Review.

If you cannot make the presentation, make sure to come by the VeriSign booth (#416) and say hello!

300x250 Hosting Con 2009 Speaker

July 15, 2009

Checkout Page is Top Priority - Shop.org Research

Shop.org just released the The State of Retailing Online 2009: Merchandising Report. The report highlights that ecommerce sites are focused on optimizing the basics to boost sales, not adding whiz-bang features. In particular, optimizing the checkout page is the top priority.

Here at VeriSign, we could not agree more. When it comes to how people buy online, trust at the point of purchase and throughout the checkout process is critical. It is great to see that ecommerce websites are addressing how the online shopping experience ends as much as how it begins.

According to Shop.org's research (which was conducted by Forrester Research), online retailers this year have the following priorities for their websites:

  • Checkout process redesign - 79%
  • Improved content on product detail pages - 73%
  • Site search and browse results - 71%
  • Home page - 60%
  • Redesigned help section / FAQs - 35%
Click here for the press release.

July 6, 2009

Upcoming Webinars and Trade Shows (with Discounts)

The VeriSign SSL team is very busy this summer with webinars and trade show events. Here are 4 events that I am involved in the next month that I highly recommend. Plus, VeriSign can offer you special discount codes so that you can attend.

Webinar with theWHIR

theWHIR.gif

Register now for a webinar that I will be doing in conjunction Web Hosting Industry Review (aka theWHIR) on Thursday, July 16 at 11am EDT. The topic is "Boost Margins and Retain Valuable Customers with Security and Trust". This 1 hour session is perfect for web hosting and domain registrar companies who are looking to improve their financial results or anyone interested in the VeriSign Partner Program. Sign up today for this free webinar.

Handling Sales Objection Webinar

It is a fact that to successfully sell any product, including SSL certificates, you need to effectively overcome objections. On Thursday, July 23 at 12pm EDT, I am presenting "Get the Sale: Overcoming 4 Common Objections when Selling SSL" with the help of sales guru Bill Golder from Miller Heiman. These tips will help you increase your conversions, crush your sales target, and get that huge bonus. Click here to register.

eTail East in Baltimore

Today is the last day of the $100 discount special for eTail 2009. VeriSign is a lead sponsor and is exhibiting at the East coast edition of this pre-eminent ecommerce trade show on August 3-6 in Baltimore. Also, make sure to see Tim Callan at his session "How To Improve Sales By Maximizing Consumer Confidence". Register by July 6th to save $100.

HostingCon 2009 in DC

HostingCon 2009 is the biggest trade show for the web hosting industry. This year HostingCon is in Washington DC on August 10-12. VeriSign is going to be there in force. Not only will I be speaking on "Selling Premium Services to Cost-Conscious Customers", but if you register by July 13th you save $60 off on a full conference pass. Make sure to use our code VERISIGN2009 when registering.

300x250 Hosting Con 2009 Speaker

June 15, 2009

TheFind Displays VeriSign in Search Results

At Internet Retailer 2009 in Boston, TheFind announced that it is integrating the VeriSign Secured Seal into their search results. TheFind - who delivers a comprehensive shopping search engine with over 350 million products from more than 500,000 stores - is the first search engine to address online shoppers' need to trust merchants by incorporating the VeriSign seal directly into its search results.

thefindlogo_frontpage.gif

Or as Fran Rosch, senior VP of Authentication Products at VeriSign, says...

"As the Web's most trusted security provider, VeriSign is pleased to provide TheFind's fast-growing audience with the security and peace-of-mind that comes from seeing the VeriSign Secured™ Seal within search results. Gaining the trust of online shoppers is vital for the success of e-commerce. TheFind is providing a great benefit to VeriSign Secured merchants and their customers by making the VeriSign Secured Seal an integral part of the search experience."

Displaying the VeriSign seal in search results is not only an indicator that shoppers can more easily identify trusted merchants. It is an incredible opportunity for merchants to stand out and drive more traffic and sales through shopping comparison engines, like TheFind. This is great news for everyone!

Click here for the press release.

Here is a screenshot of the search results for "Sony 52" HDTV" and the subsequent information for Amazon:

TheFind Screenshot.JPG

Big VeriSign Contests at Internet Retailer

Visit VeriSign (booth #1043) at Internet Retailer 2009 this week for your chance at winning several big contests. Of course, you will also want to get the scoop on why 90% of the 2008 Internet Retailer 500 trust VeriSign to secure their sites and how those leading online retailers are increasing transactions as a result.

Now about those contests...

Everybody wins - Take the Phish or No Phish Challenge at the booth. You will get to test your knowledge of phishing scams in a fun interactive game and you receive a "Trust This" t-shirt. Here's an online version of the Phish or No Phish Challenge to hone your skills in advance.

VeriSign is also partnering with Ratepoint to give away a new Vespa LX50 scooter. Pick up a passport at the VeriSign booth, get a special sticker from us, then go to the Ratepoint booth (#1016 - just steps away) for their sticker, and then submit the completed passport for a chance to win.

Finally, we are a participating sponsoring for 2 big Internet Retailer contest. Check your tote bag that you receive at registration for the two contest forms and directions on how to enter. One drawing is for a 6 day/5 night trip to Napa and the other drawing is for a 2010 Lexus hybrid... sweet.

See you at the show!

June 12, 2009

Free Shipping Series #2: Do the Math for Profitable Free Shipping

The second post in the Free Shipping Series focuses on the simple math calculation that you should do to make sure you are profitable when running free shipping deals. We know that free shipping is important to customers, but the key is to leverage this tactic without losing money. As an ecommerce site your fundamental goal is to be profitable, right?

Breakeven Analysis

The calculation that you want to perform is a breakeven analysis. I've adopted this analysis based on the excellent post and spreadsheet model provided by Troy Brown of Timberland. As Troy says:

A. How much does it cost me to give free shipping to everyone (including those that would have purchased anyway without the free shipping offer)?
versus
B. What percent of my orders have to be truly incremental to drive to break-even on a bottomline VARIABLE PROFIT basis (after COGS and volume-driven, variable OPEX for shipping expense, fulfillment, other marketing, technology, payment processing, customer service, etc. is removed).

Or to translate... Does running a free shipping offer lead to incrementally more profits than if no free shipping promotion was run?

Gather Your Metrics

Here are the key numbers that you are going to plug into the breakeven model:

  • Number of Orders - How many unique orders do estimate you will receive for the given promotion or period of time?
  • Average Order Size - What is the average dollars spent in an individual order for just the product/service (excluding shipping and handling, taxes, extended warranties, etc.)?
  • Gross Margin - Estimate the % profit contribution of an order after paying for fixed Cost of Goods Sold. Here's the math...
    (Revenue-Cost of Goods Sold)/Revenue.
  • Operating Expense - Estimate the variable expense component of the order, like shipping, fulfillment, marketing and media costs, and technology costs of hosting and bandwidth. This metric is also a % of order revenue or...
    (Revenue-Variable Expenses)/Revenue.
  • Free Shipping Promotion Cost - What would you normally charge for shipping for this order?
I highly recommend that you also play with several alternative values (high, medium, low) for each factor. This allows you to develop several different scenarios and take into account seasonality, length of the promotion, product categories, customer segments, and any other variable factor that would influence your estimates.

Crunch the Numbers

I have attached a spreadsheet so that you do not have to build your own. Again, thanks to Troy Brown whose spreadsheet was the foundation for this model.

When you plug in the key metrics, the model calculates the variable contribution of an order, the number of orders to just breakeven, and the percentage of customers that need to be incremental. Use these numbers to make the decision whether you should run a free shipping deal.

For example, if the model says you need 30% incremental customers to breakeven (the line you have to cross to for this promotion to make financial sense), ask yourself... will more than 3 out of 10 customers simply walk away from your site because of a lack of free shipping? If the answer is a confident "Yes!", then go for it.

Now, time to crunch the numbers. Plug in the metrics for your online business. Develop several different scenarios. Then develop some free shipping offers that will boost your profitability, not give it away.

Did you like this post on the math behind profitable free shipping offers? Check out the other posts in the Free Shipping Series:

Free Shipping #1: Consumers Love Free Shipping, do online retailers?
Free Shipping #2: Do the Math for Profitable Free Shipping

June 8, 2009

Free Shipping Series #1: Consumers love free shipping, do online retailers?

Online shoppers are on the hunt for deals. One of the favorite ways consumers like to save on their online purchases is by searching for free shipping offers. How important is free shipping to consumers? Incredibly important. Check out the recent research:

As you can imagine, this data is not lost on the marketers at ecommerce sites. The National Retail Federation's Shop.org, says eight out of 10 online retailers offered free shipping during the past two holiday seasons, up from about 60% back in 2004.

Free Shipping Deals Can Cut Both Ways

So consumers love their free shipping and retailers are obliging. However, ecommerce websites should not offer free shipping deals without careful consideration. Sure the offers are attractive and help conversions, but free shipping can quickly destroy already paper thin margins and may even erode key value propositions.
The margin equation is simple. An ecommerce site's shipping costs are usually a fixed cost. Eliminating the offset charge by giving free shipping directly reduces profit margins. Or as Troy Brown of Timberland said in a post on shop.org:
Finally, keep in mind that a $1 of lost shipping income is 100% pure bottomline USDA Grade A profit.  There are no "offsets" to $1 of shipping income, unlike $1 of product sales when COGS and any volume-driven variable operating expense must be deducted.  You might be left with .20-.30 of every $1 of product sales to cover fixed costs and provide an acceptable profit.  But if you lose $1 of shipping income, you lose $1 of bottomline profit.  Don't squander it.

Free Shipping is a Tactic, Not a Strategy

The other major risk for online retailers is that free shipping becomes their value proposition to their customers. Free shipping is a tactic, not a strategy or your value. Look to drive a certain behavior with a tactical offer, like increasing conversions, boosting average order size, promoting more profitable products, or countering an aggressive competitive campaign.

If free shipping becomes more than an offer and evolves into an expectation or the primary value, an online retailer has put itself in a precarious position. In most cases, the financial pressure of lost margins is not sustainable and competitors can easily respond and counter this tactic.

Worst of all, online shoppers who are hooked on free shipping are likely to simply go away if the offer is removed. In a November, 2008 comScore study, 72% of consumers said that if an ecommerce site eliminated free shipping, they would use another ecommerce site that did offer free shipping. Reversing that level of expectation is difficult to overcome once it is set. So if you dare to make free shipping your strategy, and not a tactic, you have to commit and be able to sustain the financial pressures of lower margins.

Over the next few weeks, I am going to writing posts related the impact of free shipping offers to your online sales and how to effectively maintain your valuable margins. Here are links to all the Free Shipping Series posts:

Free Shipping #1: Consumers Love Free Shipping, do online retailers?
Free Shipping #2: Do the Math for Profitable Free Shipping

June 5, 2009

Prime Angus Cuts: Links of the Week 6-5-2009

This week's edition of Prime Angus Cuts offers up some great articles about understanding customer lifecycles and how to effectively harness that understanding into bigger sales. Make sure to save these articles. You'll want to reference them in the future.

Building Advocacy Before the Purchase

Doug at Retail Contrarian is explains that many retailers only think about building raving fans after someone has become a customer. That's totally wrong. You want advocates for your brand and products as part of the pre-purchase part of the customer lifecycle.

How can personalization help shorten a multiple-visit sales cycle?

Dan from Sitebrand's Persuasive E-marketing blog discusses how luxury online retailers and those with longer sales cycles can increase conversions... and shorten the sales cycle. Sure a discount offer helps a customer push the "Buy Now" button. For non-impulse purchases, customers who experience some personal attention will move to purchase faster. Even something as simple as a newsletter can help.

How Many Potential Buyers Are Visiting Your Website?

"On a typical website, 3% of visitors are Buyers and the other 97% are either the Potential Buyers and Disqualified traffic." Bryan at Future Now's GrokDotCom recommends that you chat with your web analyst, because they can help you boost sales by:
  • segmenting and understanding that 97% of non-buying traffic better
  • bringing in less bad traffic and finding more quality prospects or potential buyers
  • and of course what can turn those potential buyers into paying customers.

Increase Conversion Rates by Identifying Funnels and Goals

Now that we understand something about our traffic and customers, Michael at Practical Ecommerce provides some landing page and exit page advice. Use your analytics data and help your customers get exactly what they want by personalizing their experience.

Have a great weekend!

June 2, 2009

Father's Day Shopping - Ecommerce Leads the Way

Retailers are banking on every holiday in the midst of the current economic downturn. The good news is that Father's Day on June 21 is projected to deliver a nice spike - especially for online retailers. NRF and Shop.org just posted the results of their annual Father's Day survey conducted in early May 2009 by BIGresearch.

Here are some of the highlights:

  • 75.4% of US consumers plan to celebrate Father's Day this year with average spending estimated at $90.89.
  • While that average is down slightly from last year ($94.54 in 2008), those consumers who shop online are expected to spend over 50% higher at $136.31! Yet another indicator that ecommerce is carrying the way during this recession.

What items are hot for Dad among online shoppers?

  • Books and CDs - 40.5% (nearly the double the number as consumers overall)
  • Clothing - 38.2%
  • Gift certificates - 36.3%
  • consumer electronics - 29.1%
  • Plus online buyers appear more likely to buy personal care items, sporting goods, tools or appliances, home improvement or gardening tools, and automotive goods than offline-only shoppers.
Personally, I am looking forward to showing off a new pair of socks and buying my Dad a good book for his new Amazon Kindle 2.