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Whether you’re B2B or B2C orientated, digital upselling and cross-selling are two major influencers of customer loyalty — and in turn, net growth. It should come as no surprise that brands will do everything possible to ensure the success of each technique… Apply these 3 revenue-boosting, profit-driving upsell and cross-sell methods to impress modern customers throughout their journey, while simultaneously improving your retention rate and average order value (AOV).

  • DG

    Dana Gore

    7 months ago #

    Yep, this is definitely something I have heard for years. It doesn't matter what business you're in either.
    It IS easier to sell to your existing customers...and of course, when someone has purchased a new product, it does make sense to suggest something that compliments it.
    Like...if I were to get a tablet, I'd immediately want a case, etc. For a phone, I'd want a case and a screen protector.
    Great post

    • SH

      Sam Hurley

      7 months ago #

      Thanks Dana! You know the score...

      Websites that aren't utilizing the tech we now have to hand, are missing a trick. I can't count the amount of times I've added items to my cart as a result of these techniques and personalized offers!

      I'm sure the case will be exactly the same for everybody else here, too. :)

      Of course, the clever tools allow this stuff at scale. #MuchNeeded

      Cheers for reading!
      -Sam-

      • EE

        Erik Emanuelli

        7 months ago #

        It's amazing the things you can do with online tools, Sam.
        There are countless opportunities of marketing for eCommerce.

    • EE

      Erik Emanuelli

      7 months ago #

      Amazon is indeed the perfect examples of these marketing principles.
      I remember countless times to have bought something else, complementary to the first item purchased, offered by Amazon AI. Same for the number of items purchased, sometimes 2, or 3, just because the price and discount were very interesting.

      • SH

        Sam Hurley

        7 months ago #

        And again, the great thing is Erik ... We have the AI tools to hand that today *almost* provide an Amazon-like experience! :)

  • BP

    Brenda Pace

    7 months ago #

    Hi Erik,

    Great read by Sam! Amazon and their marketing techniques never cease to amaze me. The methods used in this article are spot on! Don't ya love it when you're checking out online and the company throws a few more zingers at ya? I mean, they entice you with a few more products similar to what you just purchased and you impulsively add them to your cart as well! Gotta love it, right? Marketing at it's highest intelligence. I'm simply amazed! Thank you for sharing this. Now a lot of this makes sense, that is, cross-selling and upselling. I get it now. :)

    B

    • SH

      Sam Hurley

      7 months ago #

      Bren! Thanks for another wonderful comment of praise (+ smiles) — "Throws a few more zingers..." LOL! xD

      Spot on!!! There are prime places to hit the customer with products / services that they will love, and all website owners should take note for more $$$$$.

      Definitely intelligent, and certainly lucrative for both profit and loyalty in today's hyper-digital (+ impulsive) age...

      Glad you loved this one, Brenda!!! #Appreciated :)))
      -Sam-

      • EE

        Erik Emanuelli

        7 months ago #

        I did it again, Sam.
        Yesterday evening, sitting on the sofa in front of tv.
        Shopping online for my partner, on Amazon.
        A perfect example of cross-selling. Purchased at first one item, then decided to try buying something else, similar and in addition to the first one. At the end, the budget was doubled!

    • EE

      Erik Emanuelli

      7 months ago #

      I need to erase the Amazon app from my smartphone and tablet, Bren.
      I do way too much shopping online! :))

  • LS

    Lisa Sicard

    7 months ago #

    Sam I love how you demonstrated the difference between upselling and cross selling with the burger and the fries and the burger and bigger burger. Easy to understand!
    I know how hard it is to generate new business vs. selling more to the current base. You just have to keep adding value to the ones you sell to - in time that will aid you in upselling them for the future. (Or cross selling them too!)
    I sometimes get turned off when I keep getting offers after I have purchased things from a company, Vistaprint comes to mind for me. You have to keep on clicking on and on to finish the process. A little too much for me!
    Does the same work for services as it does for products Sam?

    • EE

      Erik Emanuelli

      7 months ago #

      I had the same feelings when reading it, Lisa.
      Complicate concepts, but easy to digest, in the well-written article.

    • SH

      Sam Hurley

      7 months ago #

      Thanks Lisa! I loved those examples, too ... So easy to grasp in a second! :)))

      "You just have to keep adding value to the ones you sell to..."

      #BOOM

      Funnily enough, you're not the first person I've heard complain about Vistaprint! Not cool ... Very interruptive and in-your-face. It must work for them else they wouldn't still be doing it ... Although imagine what sales *could* be like if they followed in Amazon's footsteps!

      Indeed, all these techniques can be used across products and services — SaaS is a great example, ref. the three screenshots in the piece (one that shows InfusionSoft, the other TSOHost, and the final one = GoDaddy).

      Thanks again, Lisa! :D

  • JH

    Joy Healey

    7 months ago #

    Haha Sam,

    Thanks for reminding me that last night I went on Amazon to buy ONE book - and somehow came away with THREE!
    One extra was a discount if you bought two, and the other extra was a "Customers also bought....".
    All provoked by a daily email based on a daily deal email that I opted into - and it's probably one of the only opt-in emails I actually read.
    Oh to emulate Amazon!

    I agree with Lisa, some offers AFTER purchase are annoying and make you feel that the original purchase is somehow lacking - particularly for services.

    Great share Erik, thanks

    • EE

      Erik Emanuelli

      7 months ago #

      I hear you, Joy. Buying more than you planned.
      It happens to me too! :)

    • SH

      Sam Hurley

      7 months ago #

      Hey Joy,

      PERFECT example right there! :D So, Amazon just potentially tripled their cart value from 1 customer in a single transaction ... I wonder just how many other times this has happened?!

      The power of personalization — "It's probably one of the only opt-in emails I actually read...."

      Nothing more needs to be said!

      Great point about value in your second-from-last line; better off simply to not offer ANYTHING if it's going to diminish value from the original purchase. This just leaves customers with a sour taste!

      Speak to you soon, Joy! :-D
      -Sam-

  • LR

    Lorraine Reguly

    7 months ago #

    You're right. It's never a bad idea to follow what Amazon is doing! LOL

    Nice tips, Sam. I agree, too, that it is easier to sell to existing customers than it is to new ones.

    That's why I always offer a sample edit to potential clients. By demonstrating that I know "my stuff," I am more likely to get them to hire me!

    • SH

      Sam Hurley

      7 months ago #

      Haha! Amazon's revenue is pretty eye-opening, right Lorraine?! :-O

      You know the score ... One client can end up bringing more revenue than 15 customers combined, if they are treated right — and their experience highly-personalized!

    • EE

      Erik Emanuelli

      7 months ago #

      I won't be surpised to see Amazon in subjects at school in future.

      • SH

        Sam Hurley

        7 months ago #

        I'm not too sure, Erik. Education seems to be MASSIVELY lagging behind the real world ... Entrepreneurship, social skills, debt management, family skills ... Never taught specifically. WHY?

  • CR

    Cori Ramos

    7 months ago #

    Hi Sam,

    Thanks for sharing Erik's post! These techniques were very familiar to me since I was trained big-time on these sales techniques when I worked at AT&T...having major flashbacks. :)

    The good thing is, these techniques work for any size business as Erik points out in his article. And I liked that he gave us examples to see it in action like Method #3. That is a very clever way to put an upsell offer. I would never have thought about that.

    I'm so glad he also listed intelligent tools we can check out. I would have not known where to start looking. :)

    Thanks for the share. Hope all is well! :)

    Cori

    • SH

      Sam Hurley

      7 months ago #

      Cheers Cori! :D

      So happy you found it helpful with some new ideas to implement! That's a bonus coming from a lady with rich experience in sales!

      Digital upselling + cross-selling is especially lucrative — using the right tools, it's a very sharp and personalized way to not only attract more sales (and ultimately, profit), but add value to the entire customer experience.

      THAT is powerful!!!

      Thanks so much for reading and commenting here,
      Sam :))))

    • EE

      Erik Emanuelli

      7 months ago #

      If I think about my personal experience, Amazon gained a nice customer with me.
      The items I'm buying are increasing year by year, since my first purchase.
      And I notice a strong personalization in my dashboard.
      As Sam stated, there's plenty of marketing techniques to learn from the eCommerce Giant.

  • RC

    Ravi Chahar

    7 months ago #

    Hey Erik,

    Showing the related product or sending something better at a better price can encourage the user to buy a new product. The graph mentioned in the post can really encourage the e-commerce website owner to try these things.
    Thanks for sharing.
    ~Ravi

  • TC

    Tad Chef

    7 months ago #

    Yeah, retention is much more important these days than acquisition yet most businesses neglect it. Frantically trying to get new customers by paying Google or Facebook is wasting money compared to serving existing ones.

    For global players like Amazon there are not many more people they can acquire. On saturated markets like the US almost everybody knows or already buys from them.

    • SH

      Sam Hurley

      7 months ago #

      Great point, Tad (& thanks for reading)!

      Amazon's opportunity is to continally innovate (as they have with Alexa etc) in order to attract each newer wave of generation. With ~$23Billion spent on R&D last year, it's a done deal I'd say!

      -Sam-

  • SH

    Sam Hurley

    7 months ago #

    Appreciate you posting here, @erikemanuelli! :o)

    Hopefully tons of selling techniques + tools to keep anybody busy for a while? :D

    The Amazon growth (once again) really drives it home ... If you're not upselling / cross-selling, you're missing out. Big time!!!

    Thanks so much for reading,
    Sam :)

    • EE

      Erik Emanuelli

      7 months ago #

      Loved the concepts, Sam.
      A very well-written article, with easy to digest marketin concepts.
      Kudos! :)

      • SH

        Sam Hurley

        7 months ago #

        Kudos well received (and appreciated). Sending big respect right back atchya, Erik! :)

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