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Last updated: June 2018
In this article, we’ll show you how to increase your win rate by doing some diligent research. Plus, we’ll show you the results of two interesting tests from an ecommerce conversion optimization project.
Ecommerce sites have a particular challenge when it comes to conversion optimization: Implementation can require significant technical resources.
Because of this, it’s important that ecommerce marketers change only things that are likely to work. They don’t have the luxury of being able to “throw stuff against the wall to see what sticks.”
No one can win every test, of course, but you can increase your win rate. At Conversion Rate Experts, we have the advantage of having worked on many ecommerce stores, but even if you don’t have the benefit of experience, there are simple things you can do to radically improve your ability to design pages that increase profits.
This article describes the work we’ve been doing with Latin America’s largest network of florists. daFlores was the first to offer online flower delivery to South America, and now it delivers flowers worldwide. Its visitors speak many different languages, and come from an even greater number of countries. daFlores asked us whether we could help it to grow its already-successful business.
On this page, we reveal how we did it, so you can apply the same techniques to your business.
Note that, throughout this article, “we” refers to a team effort between Conversion Rate Experts (with our proven system and expertise) and daFlores (with its high-quality, pioneering service and dynamic team).
As you can imagine, daFlores’ visitors had a wide range of objections. Each objection is a potential conversion killer, so we sought to identify them all, using the following techniques:
If you’d like to discover more tools for understanding your visitors, see this report.
The research revealed a huge amount of detail about daFlores’ visitors. For example, we identified that visitors from certain countries were having particular problems with the checkout and payment process. If you have distinct categories of visitors—for example, customers from different countries—remember that it might make sense to conduct user research separately for each category.
Though it’s not glamorous work, the time that we spent understanding the visitors paid off many times over when it came to making improvements to the site. The research gave us a clear understanding of daFlores’ users’ objections, which made designing winning tests much easier. In fact, 83% of our tests have resulted in winners.
Rather than describing all of the improvements we made—many of which will be relevant only to daFlores’ business—we’ll now describe two of those tests. They are interesting because each of them involved a very small change to the site that had a disproportionately large impact on profits.
They also involve two principles—urgency and credibility—that are most likely relevant to your business.
People often send flowers for important events—birthdays, anniversaries, etc.—so customers, particularly those who are ordering at last minute, need punctual delivery. Our research revealed that many visitors
There are a lot of ways of communicating urgency. In this case, we added to the category pages an image of a clock with the message: “Order in the next n hours for delivery today.” The number, n, was updated as the deadline approached.
This killed two birds with one stone: It made visitors aware of the same-day delivery service, and also created a feeling of urgency to order:
As always, we split-tested the original page (the control) against our design (the challenger), to verify that our recommendation had significantly grown the business.
Result: The test revealed that the clock and message gave a 27% uplift in orders.
Some new visitors voiced concern that they had never heard of daFlores before. We needed to find a concise way of showing how popular daFlores is, and how happy its customers are. Our research revealed an impressive fact: No other flower delivery service had more Facebook “Likes” than daFlores. Split-testing revealed that mentioning this in the header—as shown in the image below—increased the conversion rate by a further 44%.
It’s possible that a Facebook logo could boost the credibility of your business even if you don’t have the most Facebook “Likes,” as long as the number is not unimpressive.
No competent doctor would prescribe medication without diagnosing the patient’s symptoms first. But the world of web design is still rife with people telling you to add supposedly miraculous page elements to your site, in ignorance of what your visitors actually want.
Yes, adding a clock and a Facebook graphic may work on your business, as it did for daFlores, but it’s important to understand why. For daFlores, they worked because they concisely overcame specific objections in visitors’ minds—objections that our research had uncovered.
A countdown timer may work on your site—but only if your website’s visitors would be persuaded by urgency.
Likewise, a Facebook graphic may work for you—if your visitors are concerned about your credibility.
If you want to get true breakthrough results, though, a comprehensive understanding of persuasion elements is not enough. You need to adopt a diagnosis-and-prescription approach.
And that’s the real secret to growing the conversion rate of ecommerce businesses.
It is an absolute pleasure to be part of the daFlores team. We’d like to thank them for having confidence in Conversion Rate Experts, for trusting in our CRE Methodology, and for being so enthusiastic and relentlessly action-oriented.
If you would like to see more of our clients’ results, you can find a long list at our “Clients and Results” page.
1. If you’d like us to work on your website—to dramatically improve your conversion rate and profits (like we did for all these companies), then claim your FREE website strategy session. On this free phone consultation, one of our experts will discuss your conversion goals and suggest strategies to double your sales.
2. If you’d like to learn conversion for free, go to our “Learning Zone” page, where you can download templates of million-dollar winning pages. Or, if you’d like us to build your company’s in-house capabilities (not for free), then contact us and we’ll discuss your requirements.
3. If you’d like to work for us—or see why our team members love working for us—then see our “Careers” pages.
All of our articles are subject to our Testimonial Protocol, which is described here.
So far, we have helped to grow clients in 37 countries in 11 languages.
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Phone: 0800 043 2650 or
+44 (0)203 368 6212
Fax: 0870 838 1135
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