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Product returns are the bane of every ecommerce manager’s existence. If your online business is struggling with a higher than average return rate, this Insight will provide you with a variety of tactics you can utilize to remedy that problem.

Ecommerce returns are an ongoing problem that nearly every online business deals with.

It’s estimated that there will be 2.05 billion global online shoppers in 2020, and nearly a third of all products purchased online end up being returned to the retailer.

That equates to an estimated 600+ million products being sent back to merchants in this year alone.

And…


Employed strategically, discounted pricing can give sales a healthy boost; handled incorrectly, it can devalue and detract from the bottom line.

Many ecommerce businesses lean heavily on discount pricing to help carry their brand through difficult economic times or to drive conversions.

Take the coronavirus pandemic, for example. According to a recent McKinsey & Co survey, 40% of consumers are more mindful of where they spend their money, and 32% say they are moving to less expensive brands and products to save money.

Competing with low-priced products is hard, which is why plenty of retailers turn to discounts. On the…


While research shows that CRO is a high priority for many, some decision makers still haven’t taken the next step. We study why that is and provide some resources to help you make the case.

Are you convinced your company would benefit from an increased focus on conversion rate optimization (CRO), but the decision-maker at your brand somehow can’t see what you see?

We can help.

These figures are from the Conversion Rate Optimization (CRO) Report by Econsultancy:

  • 90% of those who responded say CRO is ‘crucial’ or ‘important’ to digital marketing strategy
  • 82% believe that concern about CRO within…


A step-by-step process to DIY a CRO audit on the homepage, category page, and product page of your ecommerce website; and 15 reasons you should start today.

I’m willing to bet that you look at your ecommerce site almost every day — and you’re probably making updates, additions, or changes on a regular basis as you work towards your business goals.

When you work on something every day, it’s easy to lose sight of what the cumulative effect of all those small changes is on your broader customer experience.

Here’s an example:

Have you ever seen a picture of someone…


Most brands think conversion rate optimization ends when the customer makes a purchase. But the post-purchase experience is an opportunity so big, you can’t afford to ignore it.

Special Note: This article was inspired by an episode of our podcast, Drive & Convert. We go into much more detail here than we did on the show, but you might enjoy listening to the original conversation and subscribing to receive future episodes.

When elite marathoners cross the finish line, they don’t high-five the best sign holder (“Remember, you paid for this!”), wipe their brow, and chug a self-congratulatory beer.

Astoundingly, many…


Site search is one of the most important yet most overlooked functions of any ecommerce site. Test these twelve design best practices to help improve your on-site conversions.

It is rare to find a website manager who fully appreciates the importance of ecommerce site search to sales.

If you’ve been treating onsite search as a necessary function, rather than as one of the most powerful revenue-generating tools in your arsenal, I have three words for you:

Please stop that.

Your customers and prospective customers turn to search because they need something that the current page isn’t showing them, or they…


When it comes to the marketing budget, there’s only so much funding to go around. Everyone on the team wants a big piece of the pie, but there’s not enough pie to please them all.

Ecommerce VPs often tell us their budget planning often turns into a power struggle. When all’s said and done, a few people are happy, but others are in despair, thinking “How can we get the work done without the money to afford it?”

Morale can bottom out, and optimism can turn into focusing on the impossible.

Marketing leaders need insight into how to manage their…


Channel conflict can be lethal to your sales, but these tactics and real-life examples show you how to overcome it.

Some of the most well-known and purchased brands out there leverage multiple distribution channels. Nike, for example, balances selling direct-to-consumer through their ecommerce store with selling through retailers (such as Amazon, Nordstrom, and Foot Locker).

This is no small feat. Multiple channels increase the chances that manufacturers, buyers, retailers, and your brand conflict.

Nike manages it…but most brands aren’t Nike.

So, how can fast-growing brands, with less brand recognition and tighter margins, introduce channels without also introducing loads of conflict?


Special Note: This article was inspired by an episode of our podcast, Drive & Convert. We go into much more detail here than we did on the show, but you might enjoy listening to the original conversation and subscribing to receive future episodes.

In high school and college, it was relatively easy to figure out where you stood.

You were either in the cool crowd, the sports clubs, or…one to those other ones (me). You were either at the top of your class, master of the Bs, or praying for a passing grade.

Then we all graduated or left. And…


Special Note: This article was inspired by an episode of our podcast, Drive & Convert . We go into much more detail here than we did on the show, but you might enjoy listening to the original conversation and subscribing to receive future episodes.

I recently tried a large do-it-yourself (DIY) renovation. It involved stripping and refinishing an 8-person dining room table, painting and sealing chairs, and, oh yes, a bit of reupholstery. The Pinterest posts said it would take “just a few steps” and I could “even do it during naptime.”

One month, $250, a pile of second-hand tools…

The Good

Our mission is to remove all the bad digital experiences until only the good remain, so ecommerce companies can realize their full potential.

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