Add Page Browse Abandonment to Your Digital Marketing Toolbox

By Lauren Eisenhauer, Listrak technical writer

Browse Abandonment is a powerful behavior-based solution that allows you to connect with customers who've shown interest in your brand by visiting your website. In a typical Browse Abandonment campaign, you send friendly and helpful messages to customers after they've visited a specific product page, most likely featuring that product in the email.

But, what about the people that browse your site and never land on a specific product page? By leveraging page Browse Abandonment, you can potentially reach thousands or even millions of additional contacts. The important point to remember is that these people are already engaged with your brand.

How to Capitalize on Page Browse

1. Find out how many people you’re missing out on

Using Listrak, it’s easy to see the exact number of contacts who browsed your site but never landed on a product page. You can select any date range you'd like, because the purpose of this exercise is simply to compare page browse abandons to product browse abandons. However, we recommend you look at least a one-month time period.

As you can see in the above example, 2.67 million contacts have visited the website within the selected timeframe and are not being marketed to because they never reached a product page.
Are your product pages buried?

But, why are so many people leaving before they reach a product page? The answer varies, but oftentimes it's because the website contains a lot of pages to navigate through before reaching a product page. In other words, your products may be buried. Whatever the case, the good news is that you can reach these contacts.

TEST: Visit your homepage and count the number of clicks it takes to get to a product detail page. More than three? You may need to consider pulling your product pages closer to the surface to let your customers access them quickly. With the structure Home Page > Category Page > Product Page, you can do it in two clicks.

2. Get the right messaging

Keeping in mind that you are essentially targeting "everyone" by reaching out to page browse abandoners, it's best to keep your messages relatively general. Some ideas for crafting your first page Browse Abandonment email include:

The Customer Service Approach: This type of email might start out with a subject line or heading"How can we help you?" Remaining friendly and inviting is key to success with this approach.

Suggest Top Products: Since at this point you don't know what these customers were looking for, you can take the opportunity to suggest your best sellers, again remaining friendly and inviting.

3. Target specific audiences

You can do very well with a general page Browse Abandonment campaign, but using Listrak, you can create filters and target messages more specifically based all sorts of criteria such as category, sub-category, brand and most other attributes in your products file. You can also offer more info to those contacts who perhaps last browsed the customer service or warranty.

Below are a few examples that target specific audiences based on page browse. You can even combine them so that all of the filters exist in the same conversation (as shown below).

Category Page: Send these contacts a message about your best-selling sweaters if they last browsed
the sweaters page.

Brand Page: Send these contacts a message about your new Nike arrivals if they last browsed the Nike Women’s page.

Customer Service Page: Send these contacts your contact information, tell them about your Live Chat feature or simply ask if you can help them.

Warranty Page: Send these contacts FAQs or highlights about your product warranties.

Get started today

Already a Listrak client? Talk to your Account Manager about leveraging page Browse Abandonment. You can also find the articles Leveraging Page Browse for Browse Abandonment Campaigns and Targeting Specific Audiences Using Page Browse Abandonment in our Knowledge Base.

New to Listrak? Visit our Contact Listrak page to ask a question or schedule a demo with a Solutions Consultant.

Explaining the Email/SEO Relationship

By Listrak Web Specialist Kelcey Hurst and Digital Campaign Manager Collette Lazor

We get a lot of questions about the relationship between SEO and email. In essence, they both have the same goal; to get users to your site and, ultimately, to purchase from you. Retailers put a lot of time, effort and resources into both strategies, and each can be valuable if executed well.

There’s no denying it, though, SEO is tough! The ever-changing landscape has a reputation for being hard to navigate and complicated to follow. In the last two years alone, Google made nine major algorithm updates that affected search results in significant ways. The SEO freight train is barreling forward, and we’re hiding somewhere in the back trying to hold on for dear life!

Even if your keywords and text ads do succeed in leading people to your site, that’s only half the battle. Retailers know that almost 50% of their site traffic bounces, and from the remaining browsers, approximately 70% abandon shopping carts. Only 2% or less actually convert.

Despite all that, retailers pay by far the most on SEO/SEM of any digital marketing channel. On average, it made up 51% of the total Digital Marketing Spend for merchants in 2015.

 All of that time and investment can produce a return, but it’s a good time to bring up the old adage “Work smarter, not harder.” Retailers who focus more on email acquisition tactics and strategic email marketing solutions are able to continue to market and remarket to those visitors and get the maximum revenue in return for their spend.

With almost double the revenue per dollar spent, it’s clear that devoting more time and money to email marketing helps merchants reach their revenue goals.

We’re not saying to dial back on SEO efforts, but if you focus on building a robust email list, the possibilities are endless.  Once customer email addresses are acquired, you can start to engage those new subscribers with a unique welcome series and other personalized communications.  

When they return to your website and start browsing products, you can leverage that behavioral data to send out personalized emails with their browse history or shopping cart items if no purchase has been made. This type of personalization and nurturing is something you can’t do with SEO, but it makes all the difference in turning a browser into a buyer and a buyer into a loyal customer. It’s a smart way to make your investment work harder for you!

There are ways that SEO and email can complement each other from a holistic creative and content perspective. Here are a few recommendations:
  •  Analyze search queries and high ROAS keywords and phrases to create more relevant email content that converts faster.
  • Utilize Recurring Automated Campaigns featuring best sellers and new products to provide consistent traffic to important pages, increasing their online relevancy.
  • Segment your list for each campaign to put the most relevant content in front of users that will click through and stay on your website, decreasing bounce rate and increasing time on site. 

Take a look at your past ROAS (Return on Advertising Spend) and see if boosting your email marketing efforts makes sense for you.

If you are a Listrak client, you can access additional articles about the relationship between SEO and email in the Listrak Knowledge Base, written by Lauren Eisenhauer and Leah Leahy from Listrak's Learning and Development Department: A Guide to Email Marketing for SEOCrafting Email Content for SEO and Protecting Your Online Reputation.

Related Resources:

3 Highly Effective Facebook Audience Targeting Strategies

by Matt Vollmer, Listrak Product Manager. Reach out and say hi to Matt on LinkedIn.

In the U.S., we spend an average of 50-60 minutes daily on Facebook. That’s a lot of time, and oftentimes we’re in a state-of-mind to be influenced by effective and relevant marketing.

As Facebook users, we can probably recall the last few Sponsored Ads and Posts that absolutely resonated with us. As Facebook marketers, however, it can sometimes be challenging to build the perfect audiences that will be positively influenced by our ads and content. With so many targeting capabilities available to us, we can sometimes experience paralysis through analysis.

If we take it back to the basics, however, and build upon fundamentals, we can efficiently target audiences in a way that drives a positive response without breaking the bank. Here are a few audiences we can explore to jumpstart our Facebook marketing strategies.

1. Retargeting Website Visitors

A staple of most Facebook marketing strategies is retargeting users who visited our websites, because it works! In an era when we’re paying a premium in paid search and site optimizations to attract qualified visitors, we need to put as many strategies in place to re-engage those mid-to-high funnel visitors who don’t convert during their first visit.

This tactic is highly effective for emerging retailers and established retailers alike. And, not only is retargeting website visitors effective, it’s also incredibly easy. Simply install your Facebook Pixel on all pages of your website and allow Facebook at least a week to build your audience of website visitors. You’ve now unlocked the opportunity to reach a very specific audience with many types of Facebook ads. If you’ve already taken this step, but it has been a while since you’ve looked at your Facebook Pixel code, we recommend making sure you’re using the most current version. A few older Facebook tracking features will be discontinued this Fall.

While you are likely familiar with this audience type, here are a few key things to consider:
  • Regardless of how much traffic your site receives, this audience is limited in size.
    Set your lifetime or weekly budgets too high and you may exhaust this audience rather quickly. Watch Relevance Score, Conversion Rate and Frequency to ensure you’re not over-delivering your ads to this audience.
  • Think through your visitors’ journey before retargeting all website visitors.
    We’ve all seen ads for products or services we already purchased. Even the best technologies and processes won’t stop this from happening in every scenario; however, we can definitely limit those experiences. For example, if you’re running a Facebook Lead Ad to acquire email addresses of anonymous visitors, then don’t forget to exclude your current subscriber list when building your Custom Audience.
  • Reach this audience with dynamic content.
    The dawn of Dynamic Ads, formerly Dynamic Product Ads, showed us how easy it was to be highly relevant to visitors who abandoned their shopping cart or product page. With Dynamic Ads, you can retarget users with the last product they viewed as well as additional recommendations driven by Facebook. This ad type does require additional website integrations and a product catalog, so it’s not as plug-and-play as regular retargeting, but the payoffs are worth it. Shameless plug #1: We’re working on some cool products and features to make these additional website integrations a breeze for Listrak customers. More to come in the future.

2. Cart/Browse Abandoners and Past Purchasers Not on Your Marketing List

Second to website retargeting, this is one of the lowest hanging fruits for us to grab. Our goal here is to use our first-party lists to move identified users to an opted-in status or drive a purchase. This group comprises visitors who expressed a very high level of purchase intent by adding items to their cart or abandoning without subscribing. This group also comprises purchasers who may not have subscribed at the time of purchase. Reaching this audience with a small offer on Facebook is a great way to re-engage them and convert them into purchasers and/or subscribers. This tactic nicely complements your existing Shopping Cart Abandonment and Browse Abandonment email campaigns.

Some retailers we’ve tested Facebook Lead Ads with have seen costs as low as $.40 per acquisition. This is a small price to pay for such a valuable subscriber’s consent. Now we can reach these subscribers within our ad channels as well as our most efficient channel, email.

These are three tips to remember when targeting this audience:
  • Babysit your high budget campaigns.
    While it may be tempting to throw a large budget at this audience, don’t forget it is also limited in size. Be timely and relevant with this audience, but don’t over-deliver. If you do wish to run this campaign with a hefty budget, be prepared to watch its performance and hit the kill switch when the audience shows indications of exhaustion. Again, watch your Frequency and Negative Feedback signals within Facebook Ads Manager. Alternatively, set a more conservative budget and allow the campaign to run for a longer period with a lower daily reachable rate.
  • Always update your Custom Audiences.
    This is possibly the biggest time suck for us marketers. Do your best to add and remove contacts from your Custom Audience as frequently as possible. Think about how often you’re acquiring email addresses of reachable cart abandoners, browse abandoners and purchasers. No one enjoys manual processes, but this will ensure that you’re being relevant to the right people. Shameless plug #2: We’ve got your back. We know this process is a pain and we’re developing ways of automating these updates so that you can strike this from your morning to-do list.
  • Are you a Listrak customer? Here’s an easy way to build these lists.
    Did you know that you can easily see which contacts are on your Automated Campaign lists but are not on your Master Marketing list? For example, go to your Shopping Cart Abandonment list, then navigate to Contacts > View… > Subscribed Contacts. From here you can add a list filter using the System Field “List Subscription Status”.

3. Detailed Targeting Based on Purchase Behaviors and Life Events

This is one of the best kept secrets in Facebook’s Ads Manager. While Facebook power-advertisers likely already leverage this targeting feature, this capability might be a surprise to novice advertisers. For good reason, too, because this less-obvious feature can be easily overlooked during the Ad Set creation process. Most of us know that we can target audiences by Interests, Job Titles and Employers but did you know that the Behaviors category is based on propensity to purchase from any given product category? This is an excellent way to narrow down a very broad audience, for example a lookalike audience based on your best repeat purchasers.

The other best kept secret of Detailed Targeting is Life Events. You’ve most likely seen Life Events show up in your news feed when friends’ relationship status changes or when their employment changes. Normally, as Facebook users, we see these Life Events as an opportunity to share a quick “congrats”, but when we put on our Facebook marketer hat, we should do our best to leverage these Life Events in a way that benefits our audience.

A real-world example of this is when I began seeing highly targeted mobile ads that focused on my upcoming one-year wedding anniversary (whew, thanks for the reminder). While I didn’t purchase from this advertiser, it wasn’t due to lack of ad relevancy. It was an effective series of ads that I’ve remembered for years.

Here are two ideas to keep in mind when you use Facebook’s Detailed Targeting:
  • Include and Exclude audiences.
    Years ago, one of the biggest gripes from Facebook marketers was that we couldn’t exclude audiences. Now we can! Don’t overlook this easy-to-use feature because it will enable you to really dial in who you’re targeting. When targeting Interests and Behaviors it’s very easy to end up with a bloated audience, sometimes nearing the hundreds of millions. Exclude some obvious or not-so-obvious audiences from this larger audience to positively affect your Result Rates and CPM.
  • Remember to look for your competition in Detailed Targeting.
    Many brands and retailers have enough influence on Facebook to have their own Interests category. Including (or excluding) audiences who have interest in these large brands and retailers is a handy way to help us break through the noise on Facebook. Depending on how creative we get with our ads, we really have the opportunity to make a big brand impression on these audiences.
The key takeaway here is that our imagination is our only limit when it comes to targeting audiences on Facebook. These are three common audience targeting tactics that have proven to be successful for many Facebook advertisers, but there are countless more.

As always, test these ideas and your own to see if they work for you. Keep a close eye on Relevance Score of ads on the ad-level. After an ad reaches 500 impressions, it will be assigned a Relevance Score that is based on positive and negative signals from the Facebook community. This is often an early indicator of how effective your audience/ad combination will be. More on that another day.

If you found this helpful or have other ideas to share, let us know.