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Vin65 Blog

Welcome to the Vin65 blog.  We are using this space to try and convey our little piece of insight into winery websites, POS systems, and best practices to sell more wine.

Andrew Kamphuis
 
December 15, 2009 | Andrew Kamphuis

How to guide your customers to a purchase?

Your customer is on your winery website, has found the wine he wants, has placed his purchases in the shopping cart and is now ready to checkout.

Which of the following two shopping cart pages triggers the behavior you want your customer to take?

 

vs

 

All buttons are not equal. One of the 3 tenets of the Fogg Behavior Model is that you need to trigger the behavior you want customers to take.

Once an item is placed in a cart, you want the the path to checkout to be very clear. Yes you still need buttons to change the quantity, check their shipping, etc but the largest most contrasting button is the button most often clicked and this should be the checkout button as illustrated in design #2.

Time Posted: Dec 15, 2009 at 9:00 AM
Andrew Kamphuis
 
December 4, 2009 | Andrew Kamphuis

Where's My Order?

Paul Mabray, Chief Strategy Officer at VinTank was lamenting on twitter about how he ordered wine from 6 different wineries via the web and no one followed up with him. Brent and I tried the experiment ourselves a year ago with 20 Canadian wineries - unfortunately almost every website underperformed.

This past week I ordered wine (as a first time customer) from a couple different winery websites. I'm still waiting for my tracking information (even though some of the packages  have already arrived).

At a bare minimum a website should:

  1. Send an email order confirmation immediately after the order was placed.
  2. Send tracking information as soon as the order has been shipped.
  3. Provide a mechanism for customer feedback. Make it easy for customers to respond, ask questions, or even complain.
Time Posted: Dec 4, 2009 at 10:00 AM
Andrew Kamphuis
 
December 2, 2009 | Andrew Kamphuis

The Most Important Time in a Customer Relationship.

The most important time in a customer relationship is the three months following their first purchase.

That statement may or may not be true for you... but it's true for Kevin Hillstrom. Do you know what percentage of your first time customers will purchase again? And do you know within what time frame they will place their subsequent orders?

We spend a lot of time tweaking the customer experience on winery websites so that visitors will make the first purchase.  We also know that repeat customers are the best customers to have. What happens between the first purchase and a customer becoming a repeat purchaser?

There are some really great comments in Kevin's blog:

  1. First time buyers are in a 'honeymoon' period.
  2. First time buyers generate a lot of buzz (positive and negative) - maybe more buzz than loyal customers.
  3. First time buyers should be given an incentive for their second order. 

Consider the following scenarios:

First Time Purchaser in the Tasting Room
A visitor from out-of-town makes their first purchase in your tasting room. Converting them to a repeat purchaser becomes a lot easier if your POS and website talk with each other. We would recommend that they receive a 'Thank You' for visiting email, followed by an email asking them to rate the wines they bought, and a coupon to entice them to make their second purchase online. 

First Time Purchaser on the Web
For most wineries this consumer may be a little more rare. They heard about your wine from a friend or at a restaurant, and now they come to your website and order a bottle. Do you treat them the same as any other customer?  Wouldn't it be better to treat them special with a customized message and coupon for their second purchase?

Time Posted: Dec 2, 2009 at 10:00 AM
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