The BIG, commerce Podcast

Mastering e-commerce personalisation during BFCM, with Dilyar Askar from Justuno

October 17, 2023 Calashock Commerce
The BIG, commerce Podcast
Mastering e-commerce personalisation during BFCM, with Dilyar Askar from Justuno
Show Notes Transcript Chapter Markers

Boost your online conversions and make your e-commerce store stand out from the crowd this Black Friday/Cyber Monday with insights from Dilyar Askar of Justuno, a leading conversion rate optimisation platform.

We dive deep into the world of data capture and behavioural targeting, revealing how merchants can create a unique online shopping experience that mirrors the personal touch of a brick-and-mortar store.

Our discussion takes us through the maze of maximising Q4 sales, with Dilyar offering expert tips on strategies like employing gamification techniques, running experimental offers, and creating captivating videos.

We also discuss the importance of understanding your industry's benchmark numbers and meticulously studying visitor behaviour. You won't want to miss Dilyar's insights on the role of data triggers, the power of personalisation, and the value of implementing unique incentives for customers.

We round off with a look at hidden opportunities for business improvement.

Dilyar highlights the value of data-driven personalisation in e-commerce and the benefits it offers, including increased conversions, effective data capture, and successful product upselling.

We also explore the significance of back-in-stock notifications and the impact of location, industry, and messaging type on conversion rates.

If you're an e-commerce manager or anyone looking to master the art of personalisation, this episode is a must-listen! Tune in for an informative and engaging conversation packed with valuable insights and actionable strategies.

Speaker 1:

Hi, welcome to the Big Commerce podcast. Hello, welcome to a brand new episode of the Big Commerce podcast. I'm your host, luigi, and in today's episode I'm joined by Delia Askar from Justuno. Justuno is a conversion rate optimization platform with on-site messaging, behavioral targeting and segmentation. Enjoy the episode, hey, delia. Welcome to the podcast.

Speaker 2:

Hey Luigi, Thank you so so much, Super stoked for this.

Speaker 3:

I'm really excited to have you on the. I love your energy first and foremost, so I know this is going to be a good episode. But also you're from one of my one of my favorite partners, justuno.

Speaker 2:

Yeah, I love hearing that We've been around for a while. And yeah, thank you so much for the long-term love there and the shout out. We try our best to give a lot of love back.

Speaker 3:

Yeah, it's massively appreciated. So for those who haven't heard of Justuno or you, delia, why don't you introduce firstly yourself and then the company you work for?

Speaker 2:

Yeah, absolutely. Hey everyone, my name is Delia and I've been in the e-commerce industry for a little over about four years or so and dabbled a little bit into it for almost a decade. Before I used to mainly focus in kind of growth hacking and sales and just kind of was platform and industry agnostic with what I did on a day-to-day basis. But yeah, in recent years really fell in love with e-commerce and I joined Justuno a little more than a year ago, initially kind of helping head our agency efforts, working with brilliant, brilliant service partners like Calisoc and everybody else, and then I moved into kind of head of community and evangelism role where basically I'm spreading the great gospel of what we're doing and helping improve our company and, yeah, getting spreading the great word of conversion, cro, conversion rate optimization.

Speaker 2:

Justuno is one of the leading on-site personalization automation platforms. So, in a nutshell, what we do is data capture, zero-first-party data capture via different forms, on-site messaging and then taking all that data and ensuring that your messaging is consistent throughout your visitor's experience, on the website as well as off the website, like on their emails and other communication channels as well that we plug into. So that's what we do. We've been around for over a decade. We say one of the leading, because we have the most reviews, thousands of reviews, five stars on Shopify and other review platforms and, yeah, we've been recognized as such. So that's us and myself.

Speaker 3:

One thing that I really like about Justuno and you kind of get you're one of these handful partners that get referred to like all clients is that you make it so easy for merchants to improve the conversion rate and to optimize their conversion rate because you're at the box solutions. First of all, just make it easy so merchants can be up and running in like 15 minutes, half an hour with some form of a solution. But out of everything that you offer, there's just. If a merchant was to try and implement that on their own back, it would just take him forever, like they'd have to pull together different systems. That's about to sneeze there. Pull together different systems. But it went. Pull together different systems, you know integrations or whatever, like you say, because it's all fundamentally powered by data.

Speaker 3:

You're not just saying, right, will we give you you know, like a pop up and there you go. You're really actually starting to segment the and understand the visitor behavior, which is where you really come into your to your own. So let's, let's kind of scale it back. Marketing is all about tailoring the message and segmenting. You know your messaging to your target, to your target market, and I guess you in some respects do that as well, because you, depending on the user behavior, you are able to target them based on what the merchant is set up with the messaging that you want them to see or the merchant wants them to see. Is that right?

Speaker 2:

Yeah, absolutely the easiest way for anybody to really understand this is think about how you're. Think about the last time you went into a physical brick and mortar store, right? How were you greeted? What messaging did you see? What sale did you see? What prompted you to go into the store? Right, we want to be able to replicate that experience, but online, right? Another really cool example of you know what a powerful solution like Just New can do is, you know, providing that friendly, warm face right Saying hey, what's your name? What are you looking for? What color of X are you looking for? Is there a reason that you're purchasing this? Whatever it may be, you want to be able to have those type of similar conversations and information extraction online as well, so that you can speak to them and speak to their soul and compel them to take action on your site. So I think that's a really good way to visualize for a lot of people.

Speaker 3:

When, as we were talking just before, I'm in the US at the moment doing a discovery with a merchant. During all the discoveries, one of the things that always comes up saying how can we try and mirror an offline experience online? Because it's obviously very easy if you're in a brick and mortar store to see someone walking through the door and you know they're looking at trousers or blouses or shirts or socks or whatever it is, and obviously the person that greets them can, you know, target their approach, depending on what they see. How do you and when we're trying to do that online, it's not just about you know, kind of saying well, the product information, but you know, being able to give somebody the ability to kind of as close as possible to feel a product or just, you know, get a sense of what this product will be. You know you can take a shirt off, you know a clothes rail and look at it and feel it and turn it around.

Speaker 3:

We've got to try and do that with the website as well, and so that's one part of kind of bringing the offline to the online, but the other one, like you said is, is trying to kind of you know, target the messaging and all that has to be data-driven, because you have to understand what that customer is doing, like you said, if they're looking for a particular Type of product or a particular color, or so on. So how do you how does just do you know? Analyze the customer behavior on the website?

Speaker 2:

Yeah, great question. So first, we want to mention that you know. First thing you need to understand is what you want to know about everybody that's coming to your website, right? You have two main categories those people that you have identified, or that, those people that you know of, and those people that you Don't know, so strangers right? And once you understand those two buckets, then you're able to create different what we call audience personas or different type of Audiences, and then you have to create different type of strategies that will speak best to those audiences, right?

Speaker 2:

So, when collecting data so I'm just to know, let's start with the unidentified, right? When you welcome them, you have to first understand how they came to your store. Did they come from an influencer? Did they come from a paper-cluck advertising? Do they come from a blog? Once you understand that, for example, it was a Kim Kardashian shout out, you have to say, hey, kim family, thanks for coming. You know, because you're a Kim fam, you get free shipping when you order a hundred dollars plus, right? You'll be able to speak to that.

Speaker 2:

Whatever you understand with whatever you want to understand about them, whatever you already know about them, you have to leverage those data points and with a solution like just. You know, we have dozens and dozens of different data points that you can Leverage to create this bespoke experience for them. Not only that, but from there you're able to then Taylor, have Tailored experience right on the website. For example, right, if they came from again, as for a sake, example, kim Kardashian shout out. Right, maybe you have a collection of pink because pink is Kim Kardashian's favorite color.

Speaker 2:

You can have product recommendations based on these behaviors or these channels that they came from. Maybe they bought a lot of you know pencils from you last time and this time Maybe it's a good time for them to buy some notebooks from you. If you're selling school supplies, right, you'll be able to create these product recommendations based on what you knew of them previously as well. So Don't want to get too Overwhelming, but at a high level overview, you have all these different type of data points, whatever you want to understand about them, and you can leverage that data point to then speak to them on a bespoke level. Hopefully that helps.

Speaker 3:

So, like I said, if your solution just wasn't available, how somebody could put all that together where they have to leverage data and leverage the messaging and and all these things. You just Make it so easy for merchants to be able to Market their, their products, to different, to different audiences, to different segments. So for merchants that look into kind of into let's maybe use a kind of live, live examples what are some of the Attributes that you can pick up from from a customer visit.

Speaker 2:

Yeah, so a ton. So the there's two main difference Different type of data's. One is the ones that you ask for and the ones that you already understand, right, the other ones that you already understand would be things like Geo location, right, where they visit your website. We just know that by their, the website browser data that we pull from, we can know Not only where they came from, which traffic channels, their location, but you can also understand things like the time of day or the device type, right, those things matter. Is it for a holiday shopping? Is that for a Specific location or area or region?

Speaker 2:

You are doing a drop of your, a new merge to those things. Those type of data's, and then the ones that are collected can be literally anything that, from their names to their specific preferences, to oh, oh, my goodness, like their birthdays, if they are, because if they have, you know purchase from you before or not. And then when you're integrated with a platform like big commerce, then, or or one of our A platform partners like big commerce, you have a lot more data to work with, like their purchase history. You know how much have they bought from you, when was the last time they bought from you? Are they more compelled for a one category versus another one? You know you have all these different data points to work with as well, and you could also take a look at what products they might be interested in and and and recommend them similar Accordingly.

Speaker 2:

We also have behavioral based on the targeting as well. So, when you can target them right, when they're about to leave your website, say, hey, whoa, whoa one, wait a minute before you look at, wait a minute before you leave. Did you know you're you're able to get free shipping? You know, since you're located in X area? Or, hey, did you know? If they're, let's say, about to leave their, their cart and they're about to go browse somewhere else, you're about say, hey, wait one, a second. If you add this item right now, we can add you a bonus item or we can get you expedited shipping. Whatever incentive will speak to your audience, you'll be to do that. But yeah, in terms of data triggers, trigger points, we literally have dozens and yeah, there's, there's a lot. You definitely have to just go in and take a look at the platform and play around, but those are the most common ones.

Speaker 3:

I think just you know it's one of those platforms where you you can do so much, but it is Drinking from the fire hose if you try to achieve that all in day. One like you need to go in With a fairly modest approach and say, out of everything I can achieve. I'm just gonna drill down on these Three or four or five things. So one of the things I really like from just you know is you know the kind of free shipping. You know spend X more to get free shipping and you can segment that by you know Understanding with that visitor, as maybe in the lower 48 states of the US they get, you know, free ground shipping and if they're in Hawaii and Alaska they don't but it. You don't have to make any Changes to the actual front end of the website.

Speaker 2:

Yeah, absolutely, sir. I don't know why I was blanking for a second here. I just pulled up our what we call enrollment triggers. But yeah, just to your point. Here, luigi, we have things like hey, do we know their phone number? Do we know their email address? Maybe we know their email address, but we want to know their SMS. So what if we just upsold them, say, hey, luigi, welcome back to the site. Did you know you can get text notifications and get our exclusive VIP offers? Right, that kind of messaging.

Speaker 2:

Are they outside of a specific region? Do they come from Google versus Instagram or TikTok? Last time they came, did they leave something in the cart? Right? Encourage them to finish that checkout. And how, in terms of interacting on the website, you know, did they scroll all the way down to the website and taking took no action? Right, you can take a look at that today. Spend five minutes on your website just window shopping? Right, maybe. Show them a review. If they're doing that, right, maybe they're not believing in your product or they don't understand how to use your product. If it is something that does take a Little bit of consumer education towards, right, show them great reviews. Maybe they are buying things in their cart and they're taking things out because they can't afford it. Maybe that's a really good time to offer them buy now, pay later solution right, one of those solutions that we integrate with, for example. So those are additional few triggers that are also very popular with us.

Speaker 3:

That's all powered by data which, like I've said it can be overwhelming sometimes, but how can then merchants measure the success of all of the campaigns that they're running within Justina?

Speaker 2:

Yeah, so we make that very easy as well through our advanced analytics and different dashboards that you can create. So let's just know the top kind of benchmarks that you're looking for are things like AOV, average order value, email and SMS list growth Since you joined Justina. How much more email and SMS are you capturing through different strategies that we provided you, different templates and playbooks that you've leveraged within Justina? Without going crazy, we can influence things like time on the website. As you know, that's really important for SEO. Are they just coming to your website and leaving, or are you enticing them to stick around? Go to multiple pages?

Speaker 2:

Justina helps with that metric as well. How many times do they engage with your website or with your interrupted message before they took action? Cart-browse abandonment saved. So how much revenue are you saving from being lost with Justina? Those metrics are all examples of what we track and we present within our dashboard, and then you can then compare that with your historical data as well. You can also take a look at your other tech stack solutions that you've integrated with, like constant contact, mailchimp, whatever email SMS solution you might be using or other tech solutions, to see the additional data that you capture with Justina and push to those channels so that you can make more out of those other solutions as well. What we like to say here at Justina is we supercharge your tech stack because we are able to take a lot of data and help you make more informed decisions.

Speaker 3:

So yeah, so which systems do you integrate with? Obviously, you said Shopify, you said BigCommerce on the Econ platform.

Speaker 2:

Yeah, so we integrate with our reviews platforms as well, so for being able to show reviews at the right time email, sms platforms we already mentioned Google Analytics and Google Ads, as well as MetaAds, to ensure that the data you're collecting about your audience is synced with those ad platforms so that you can lower your cost per acquisition by targeting people you already know, or retargeting them, or targeting them with the in-rush data that you are able to collect.

Speaker 2:

We also have integrations with Wordpress as well, so the leading website builder platform, so if you're running a blog or whatever substereit kind of domain you may have, you can run with that as well. But, yeah, those are some of our top integrations that we leverage, and in Justino, we have a dedicated partners page where our partners have showcased their different playbooks that they have built within Justino, for example. Some of the other integrations that are coming soon to Justino would be things like Malomo, so post-purchase Smarter. We have Loyalty, lion, pretty Damn Quick Trust, pilot, tapkart, sezzle and so forth, and Gatsby. Those are also coming for different type of use cases that we can get into.

Speaker 3:

If we talk about some of the messaging that Justino offers its merchants. So we're coming into Q4 now, we've got Cyber 5 around the corner and everyone's just going to be vying for eyeballs. Everyone's going to want those virtual tills ringing, maximize conversions, and so on. What are some of the things that you're seeing when you're speaking to either partners or merchants that you're kind of recommending at the moment or you're seeing merchants implement to try and get the Cyber 5 sales over the line, or even the holiday sales.

Speaker 2:

So I feel hot tips on that. So number one personalization is key. You want to treat everybody individually and speak to what will make them take action. That's been the name of the game, this whole entire conversation, like I mentioned earlier. So how do you accomplish that? So first take a look at who has purchased from you before and take a look at audience and see what can you do to get them to purchase from you again or gift one of your items to somebody that they know. Maybe you want to run some experimental offers for them. See who's interacting with your emails or your messages, so that you can offer them exclusive, maybe offers before the holidays. Tell them to beat the rush, beat the shipping delays, and get them to order ahead of time so that you have a little bit of pre-sales. Then you can see. Okay, you know what this product seems to be most trending. Maybe this year our most affordable product is more attractive to people, maybe because they have less disposable income. So maybe I should push that product more. You'll be able to understand these buying behaviors ahead of the holiday using that strategy.

Speaker 2:

Second, don't be afraid to stand out. Depending on your brand or product. You can try things like gamification. That's something that Justino is also really known for, which is hey, spin this fun wheel that you see in front of you and unlock this exclusive offer. Or hey, tap to reveal a mystery prize. Those things are really fun ways of engaging with a website. Maybe another way to stand out is actually having a video Right before they leave the website. Literally record a video of yourself saying whoa, whoa, whoa, wait a second. We noticed that you visit us from TikTok. You must love our videos. This is us. We're friendly, family owned business. Enter your phone number and we'll send you this epic thing X offer before the holidays, type of thing.

Speaker 2:

So, again, generating buzz ahead of the time and not being afraid to stand out tends to provide above average metrics as well. Speaking of metrics, we're really heavy on numbers. We have our clients come to us and say, hey, compared to the industry average, how am I doing? And we're able to provide that data set and say, hey, this is your industry, this is the type of promotion you're using. You should be seeing X conversion rate 5%, 30%, whatever it may be and you'll be able to compare yourself.

Speaker 2:

So definitely make sure you know your numbers and industry and standard benchmarks and see how you can A B test to prevail from those numbers as well. And lastly, also on a monthly basis, really review your visitor's behavior. Are they buying less than usual? Are they between the age of a student? Are they in a university or college? Know things like? Hey, in America, for example, you have to start paying student loans back now the program's over, so maybe they have less disposable income. You have to know these type of buying signals to really understand your purchases and visitors so you can tailor their experience accordingly. That's all that it comes down to. Ahead of the holidays, having that strong understanding, a B testing, experiment with different campaigns and just fully blasting whatever is working.

Speaker 3:

I think one of those points about reviewing every month and possibly at this time of the year maybe even more often just to be able to make those quick, agile changes to the, to the marketing message. But you have to review what you're doing. You have to review your numbers, your data and be able to implement that, because otherwise, if you're doing the same thing and you're leaving it two or three months before you go in, you've left money on a table and you've wasted money because you haven't really made the most of the platform that you're paying for.

Speaker 2:

Exactly so a solution like just know our goals always to try and help you at least see 5x, plus ROI as well. It shouldn't be that hard, especially with ours. We have a lot of holiday ready templates pre-made as well, where you guys can just go in and just plug and play and launch under an hour kind of thing. So experiment with different ideas, see what others are doing. But biggest takeaway for y'all if you would just take away one thing from this entire conversation is don't be afraid to be different and make sure you understand every bit of your audience that you want to convert and make sure you tailor the experience to them accordingly. Yeah, yeah.

Speaker 3:

That's a really good point, because not only has e-commerce become super crowded, but Q4 e-commerce just becomes overcrowded, and so you have to stand out the best of times, let alone when everyone is trying to sell to the same person. And again going back to my point about making things easy, you just make it really easy for people to be able to achieve some of their masking objectives, whether it is targeted, segmented or behaviour-based messaging to customers. A minute, it's out of the box, so absolutely being able to stand out and it's not always about promotions and offers, though, is it? Because that's obviously one thing, but anyone can compete on price.

Speaker 2:

Yeah, absolutely. I think it's really about making them feel welcome and appreciated and speaking to their pain point, or even also inspiring them as well. And one thing I want to also have everyone to keep in mind is that traditionally, pop-ups have been seen as something of a nuisance, something that's really annoying. And that was the case because pop-ups before were very basic and straightforward and it wasn't that advanced where, as soon as you land on a website, it says hey, hey, give me your email. Hey, hey, here's a discount. Sales 101, y'all. You can't just drop your pants and say, hey, please, this is everything I have. Please buy from me. You cannot be desperate because that does not look good.

Speaker 2:

So you have to make sure that when you're offering an incentive, that it is warranted, that it is with merit and that they understand that you have a strong justification for that. And when you're testing your interrupted messages, really see how you feel about them. Put yourself in their shoes. Is the messaging come off too quickly? Is it showing that you don't understand them? Are they clicking away really quickly? Take a look at those metrics as well and, once you have that data collected, also make sure that you are really integrating that with your other tech solutions, like, for example, your email SMS sending platform. Take the data, make sure that you port their name, port their birthday, whatever data that they gave you, so that you can email them say, hey, happy birthday, here's X percentage off, and make sure that the messaging is consistent throughout their entire journey.

Speaker 3:

Have you just to give some context, I guess, to people? What kind of conversions have some of your successful clients seen? What kind of ROI have they seen when implementing Justuna?

Speaker 2:

Oh, yeah, the numbers are bonkers. They're all on our website case study page. But to share some benchmarks for you all, on average, our clients see over 20% an increased conversion rate from email flows. Two times more engagement in the lists overall, once they actually are getting targeted. We have at least over 5% to 10% increased opt-in rate on mobile devices as well. That is very undertapped rate and in addition to that, I can also pull up industry benchmarks for those who are listening if they want to do a quick comparison before they go ahead and start hunting for these metrics.

Speaker 2:

Let me share some benchmarks for you guys. What we saw from the last Black Friday, cyber Monday, here, here we go. So, for example, if you have, let's say, a countdown timer for creating a sense of urgency, you should be seeing at least around 19% engagement rate, with that Spent to wins 15%, top to text 13%. And for product recommendation, you should see around at least 35% of the people engaging with that module where they're saying, hey, there's a product that I might like. Wow, let me click into that.

Speaker 2:

In terms of by location, your top banners should be seeing around 9%. Center pop-ups or flyouts should see around 16%, and so forth. In terms of industry fashion and peril, your conversion rate should be around 5%, engagement should be around 10%, collectibles, hobbies, toys around 4% and conversion rate beauty, cosmetics 6%, food and beverage 5%, jewelry 6.8% and hospitality around 5% as well. So, yeah, write down those numbers, take a look at your data and see how you're doing and if you're short shy of those, definitely reach out to Kala Shock and just to know to see how we can work together to help your brand out.

Speaker 3:

And I think again, being able to be fed that data from a single source of truth I either just do no dashboard to be told these are the metrics that we're giving you is really, really important, because you make it easy for the customer, for the merchants, to be able to make a decision and say right, what do we need to do to increase conversion? Well, we made that slight change and the conversion rate went up, or the engagement rate went up, or whatever it is that you're tracking. And this is why, at this time and I'm not a fan of urgency messaging, if I'm being completely honest with you, but I think during Q4, that that's fine, because there's so many offers, everyone's going out buying. It's more of a service to say, look, this is going to sell out, this is going to disappear, it may come back in stock in January when we get a flood of returns, but otherwise it's going to go. And so we're doing your favor here by just giving you a nudge and saying X amount left or how much time left for this offer.

Speaker 2:

Yeah, that's another thing we can do. Actually, that's a great reminder is we can say hey, enter your email and we'll notify you when this item is back in stock. Back in stock notifications are very popular in said solutions like claveodigital and so forth as well.

Speaker 3:

Yeah, well, I get them implemented into every single website that I work on, because you can't leave it to the customer to kind of keep coming back every now and again to see if that product is in stock. Last few months, maybe a year, ai has obviously been the hot topic, and I speak into a couple of people. There's AI and there's machine learning and they're two different things, but some fudged the lines. But how does it play in with? Just do know.

Speaker 2:

Yeah. So AI I mean, this is like a buzzword now, right, Fancy word, but this is exactly what solutions like just have been doing for a long time now for many years, right? The most popular way we leverage AI is definitely through our what we call product recommendation engine. It's exactly like, again, from whenever a visitor visits your website, with just to know enabled, we create a profile on that person so we understand whenever they come back, we know exactly who is coming back, right, and then you start populating different properties that you want to know about them. But what our product recommendation engine does is you'll be able to create an algorithm very basic, right? An upselling algorithm or a cross selling algorithm, whatever algorithm you want to create. We have different algorithms preset and you can tweak them.

Speaker 2:

Where it's leveraging the data that you already know about them to recommend the right product at the right time at the right place. So, for example, they land on your website, they're looking through different products, they're not seeing anything interested, but they add. They finally add something to the to their cart, right, right before a checkout. Maybe you say, hey, maybe you'll also like these. This outfit goes really well with this. During this season, right, during this fall season. This will match really nicely with it. Hey, we recommend you get this matching outfit at this size. Like, whatever it may be, our AI is able to understand, based on what we know of them, to recommend items that would be best suited for them. And obviously you can tweak this AI to think a little bit differently as well, because ultimately, you should know your visitor's best. But yeah, I just know that's how AI is leveraged.

Speaker 3:

I had another question for you, but I've forgotten.

Speaker 2:

Take your time. That's a lot of information. That's a busy day. That's what I was going to say it wasn't a question.

Speaker 3:

It was more of a statement, just the kind of evidence of how easy it is now for merchants to get such an in-depth product on their website so quickly. Could you imagine someone coming to you and saying I want you to develop a system that can do this messaging? With this algorithm? You're looking at building out just an incredibly complicated, if not impossible, system. News make it so easy because customers can sign up. They can choose an off-the-shelf template and off-the-shelf integration, get the flow going, or they can obviously start customizing them once they've got their feet in the ground and they understand that the system works. What would be your recommendations for somebody looking, let's say, for an SMB, an e-commerce manager, an e-commerce director or even a marketing manager looking to implement? Just how should they approach it? What are the kind of one or two top tips that you'd give somebody that's saying let's give this a shot and get this going?

Speaker 2:

Honestly, just go in, get your hand dirty, have fun. Message me, I'll give you extended trial. Whatever trial, long trial you need to give it a shot and just have fun with it. Honestly, this should be fun. It shouldn't be stressful. That's the biggest take where I could give for these people.

Speaker 2:

In your day-to-day, you're looking for those hidden gems, those opportunities, new inspiration to see what else different you could do to improve your KPIs. Justina helps with most of many of your KPIs that you may be going through Going crazy about every day. This isn't a silver bullet that will instantly solve your problem, but it will help you take the right steps towards that Eureka moment. It's like oh my goodness, I didn't know that I could save so many people from leaving their cart. Oh my goodness, I didn't know that I could increase the average order value by 20% by upselling them with this product recommendation engine. Oh my goodness, I didn't know that I could save people from leaving my website so quickly by showing them reviews or by showing them a video from our co-founder or our founder, whatever it may be.

Speaker 2:

You'll be able to have these light bulb moments, but you won't have them unless you go in and actually experiment, since we are platform and industry agnostic. There are countless examples that we could provide. The best thing for you to do is just go in, get your hands dirty and have fun. Message, call the shock and us. We can also even provide a complimentary audit for you and give you the right inspiration to actually jump in and try things out as well.

Speaker 3:

I'd seriously take advantage of that because, like you said, you don't know what you don't know. I think if you're able to show a merchant through an audit, then there's nothing for them to lose. I know that if I was a merchant looking at trying to stand out, trying to increase conversions, trying to Because they've worked so hard to acquire those Well, not even that They've worked so hard to acquire those visitors you have to do everything possible to capture their data and to capture their order and keep them coming back.

Speaker 2:

It's not just about Make the most out of that opportunity. Right, you have nothing to lose. They're going to leave anyway.

Speaker 3:

Exactly. If they're going to leave, get their SMS or email address. If they've ordered from you, get them coming back. If they have returned to your website, get them converting again. It's not given that if they come back to your website, they're going to place an order, like you touched on at the beginning, kind of around personalization, if you can make the customer feel like this experience is for them. Hypothetically, if you're a fashion website, a clothes website, and I'm on there, I don't want to be seeing women's dresses and women's shoes. If I'm buying jeans or trousers or whatever it is, or shoes for me, don't make me have to work to find the product that I want. Conversely, if I am looking for dresses or whatever, make that easy for me as well.

Speaker 3:

Especially as a guy looking to buy dresses, maybe for my wife, need as much help as possible.

Speaker 2:

Exactly. Keep in mind, y'all, it's easy to make more money from someone that has a pirate interest in you than convincing someone totally new to engage with you. The beauty of what we do is we help you better understand those people that are interested in what you do, so that you can then communicate with them better and then encourage them to take action with you time after time after time, like you said. Conversely, yes, you're always buying men's shoes and men's this and that.

Speaker 2:

What if a message came up like, hey, luigi, out of curiosity, is there special someone in your life that you like to buy gifts for? And you click yes. The next question could be like a quizzing, right? Oh, how old are they? Or what's their age, whatever the question might be? Then, once you have the information live on the website, we can show them dresses and other outfits without needing to wait a couple of business days or on their next visit. Justineau is really beautiful in the sense that with our quizzing function, we'll be able to show them the relevant information and data and products immediately, rather than coming back to it later on.

Speaker 3:

Hopefully you've heard now why I'm such a fan of Justineau, because it's such a deep platform. There's so much functionality. If implemented correctly, which is not too difficult to do from the outset, you will see a positive ROI from the get go. I'm sure of it. Like I said at the beginning as well, I really enjoy your energy and your knowledge. I'm really grateful that I've been able to spend this time with you. Likewise, we always like to end the podcast asking because I think this can help merchants as well If there's a book or a book you've read or a podcast that you're listening to that you like to share with our listeners.

Speaker 2:

Yeah, absolutely. I'm sorry if this comes off ignorant, luigi. Do you know the entrepreneur, stephen Bartlett? Yeah, founder of Social Chain. Yeah, exactly. Yeah, I've been listening to his podcast for a while now Diary of a CEO. I absolutely love his format, love the way he thinks, love the guests.

Speaker 2:

He recently released a book called the Diary of a CEO the 33 Laws of Business and Life. I think that's a really cool recap, or a summary of the most important rules that you may want to actively practice in both your personal life and in business. I'm someone who's huge on mindset, who's huge on habits and who's huge on taking these important lessons applying on a daily basis, so I've been lacking more than I should to apply them, but we're human. So I definitely recommend you not only read the book, but really study it, take a jot down the key learnings and see how you can apply it to your life. Some people may say, hey, these lessons are things that people in their 20s or 30s may find valuable. It's someone who's more versed in life or business doesn't need this. But honestly, keep in mind there's a difference between knowing something and actually practicing something, and I feel like this book helps you take that one step towards actually actively, proactively, practicing these teachings. So shout out to him.

Speaker 3:

We are all creatures of habit, exactly so we need to try and focus on the good ones. But I'm again massively into mindset. It's a really important thing for me, you know, to get through the day to help me. You know, kind of grow the business, everything, and we all have the same 24 hours a day, 365 days a year. Nothing changes, you know. We can be more productive, we can be more positive about these things, we can be more grateful, and so I really respect Steve Barlett as well and a fan of his podcast as well. Yeah, we'll put a link in the show.

Speaker 2:

We're from the UK, by the way. I legit have it yeah.

Speaker 3:

Well, I mean, the reason why I kind of really respect him as well is his story. I mean kind of, you know, grew up, you know, really fun in a household that struggled financially. His mum had been you know kind of a failed entrepreneur. Went to uni, dropped out and, just you know, he got his life together, he got his mindset together and, if you listen, made mistakes but managed to grow business that went public and he managed itself for a lot of money. So Success leaves clues, as tony robin says, and I'll, you know, glad to listen to anything that steam Bartlett puts out.

Speaker 2:

So yeah, you be you know, the more I learn about. Another quick shout out that I actually love is a startup story. I don't know if you follow them as well, but start up stories is Also really cool series and they just talk about a lot of different entrepreneurs and backgrounds and you know how they made it. But the biggest thing I realize is that so many people have a lot of potential is just their mindset, where they just fail to realize or something happens in their life and they get rid of a different path, but so many of us have so much potential, especially in this day and age.

Speaker 2:

We have so many amazing tools that are so affordable. Like I don't want to give us a shout out, but like just you know To apply to, you know to really make magic happen, and so it's really on you to take action and and and just invest the time and believe in yourself and don't let these outside noise really affect you and intercept from you achieving your dream. Right, you have AI now these days, where you can very easily digest information. You have free website, but I think even like you know platforms like Shopify. I'm not sure if big commerce is doing the same thing, but they're giving away their platform for a dollar for three months, kind of thing. Right, you have all these different type of opportunities. Big commerce is very affordable as well for what they're doing. Right, you have all these opportunities at hand. It's just for you to take, right? So don't let yourself, don't limit yourself and never, never, give up seriously.

Speaker 3:

We're going to do another episode deal that's going to be less e-commerce to more kind of personal. I'm going to put that together. You, dave Mulder, is going to be. It's going to be awesome. We've got to call it time on this particular episode, but I really enjoyed talking to you. Every time I chat with you, I love your energy, I love your, your just your expertise and I think you know you just you genuinely want to help people as well, which is which is so fantastic. So grateful for your time, for joining on the podcast, and I'll put into the show notes the links to your LinkedIn, your email as well, and obviously, darius CEO podcast book and start up stories as well. Brilliant, and yeah, thank you very much for your time, did you?

Speaker 2:

Thank you so much, luigi, and the team you are the best really appreciate you and keep crushing it out there. Y'all really appreciate what you're doing for brands day in and out, and the fact that you're flying out for a discovery call my gosh, who does that these days? That's, that's absolutely epic and I love that so much because it just shows how much you genuinely care. You know, even if, let's say, you may not be the perfect vendor for this client you're working with, be their friend, be friend for them, right. Maybe you'll engage with them at some capacity, or maybe just be a friend, be their friend at some capacity, or maybe down the road you'll work together right myself. Quick fun fact might this is very cringy and so if you don't like cringy things, leave the podcast now.

Speaker 2:

But my name Dill Yard Dill Yard means heart friend or genuine friend in multiple languages around the Silk Road in Central Asia and like Hindi far see the language is and so I actually tried to like really since a young age I tried to live up to this name and I have to really credit a lot of my growth and my success to really living up, to being genuine friends with people that I interact with and and building value, because you know that comes back, man. You know if you believe in karma or not. You know you do good things for others and that comes back. So definitely, you know.

Speaker 3:

Continue to practice that as well 100%, and I've said this on a podcast many times before we just we owe it to help each other, to help other people. You know it's it's not about ego, it's not about money, it's just, it's about helping people. And so, as I said, I'm grateful to be able to spend this time with you and I. You're full of energy and it makes you know you're living up to your name, so Appreciate it much love.

Speaker 2:

Thank you so much everybody. Thank you so much Luigi.

Speaker 3:

Thank you very much to your good day. Thank you for listening to the big commerce podcast. If you've enjoyed today's episode, please leave us a review on your favorite podcast platform and make sure you're following us on social media, on Instagram and on LinkedIn. If you've got ideas or suggestions for future episodes, please send us an email info at the big commerce podcast dot com or on our social media you.

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