eCommerce Conversion Rate Optimisation

An eCommerce Conversion Rate Optimisation (CRO) process backed by 25 years of data, science and client successes

99% of all eCommerce websites (Retail and B2B) are underperforming. So, what is the issue?

There is an absence of an empathetic digital salesperson designed to engage with people who have online buying needs.

If you have a "gut feeling" that you can convert more traffic into sales, trust your instincts! Any conversion rate under 5% is unacceptable.

This is where the eCommerce Conversion Rate Optimisation service plays a key role.

Greg Randall offers a 100% guarantee on this CRO service. Why? Because his methodology, perfected from 25 years of "doing", is bulletproof.

Retailers and B2B's have benefited from substantial conversion rate increases. And once these changes are in place, they continue to add value long after the CRO service is completed!

You have permanently improved your digital salesperson.

Contact Greg now to see what an eCommerce Conversion Rate Optimisation process can look like for your business. Email: greg@commaconsulting.com.au or Call: 0477 723 474.

Defining eCommerce Conversion Rate Optimisation (CRO)

eCommerce conversion rate optimisation (CRO) is the process of increasing the percentage of website visitors to complete an online transaction. And this process is designed to achieve a higher volume of online purchases with the same traffic types and volumes.

This increases the eCommerce channel's profitability and supercharges the Marketing function.

eCommerce conversion rate optimisation is designed to improve online experiences by reducing the digital barriers you are creating for people.

This process diagnoses the end-to-end journeys AND the Checkout experiences.

This process comprises the following...

1. Diagnosing the issues

2. The creation of solutions to remove experience issues

3. The implementation of the changes to the right standard

4. The analysis of data to confirm performance increases

Below is a high-level summary of the steps needed to drive this CRO process to a high standard....

Step 1 - Analysing Behavioural (Quantitative) Data

We become great listeners by analysing customer-centric data. Every business has access to raw data that will have these answers.

Behavioural or quantitative data is the trending data that analyses people's behaviours when they are engaging with you. People vote with their actions!

And we can analyse these actions to define the friction points preventing conversion rates.

Step 2 - Analysing Customer Centric (Qualitative) Data - secret sauce

Customer-centric or qualitative data is the information that comes from people asking you questions when they are trying to engage with your eCommerce website.

People reach out to you because the website is causing them pain. The last thing people want to do is stop their digital buying journey and speak to an employee. So this form of data becomes a crucial source.

Examples of this type of data are..

Incoming emails/phone calls
Live chat conversations/social interactions
Frontline employee interviews (they deal with customer pain every day)

This data explains WHY the friction points are an issue from the consumer's perspective.

Step 3 - Remove buying barriers

The next challenge comes in: HOW do you make the right changes to digital experiences to remove buying barriers?

A precise scope of change is created to activate a series of high-impact changes designed to activate immediate ROI.

The decisions made in this step comprise the following data sources...

Customer-centric data (see above)
Business strategy
eCommerce best practices
Greg's 25 years of CRO experiences

Step 4 - Implementating the change

Greg Randall rolls up his sleeves and collaborates with technical teams to bring these changes to life.

It's one thing to document the changes, but it's an entirely separate challenge to activate the changes effectively to remove the buying barriers.

This implementation process is another part of the secret sauce to success. There is a right and wrong way to bring change to life. Greg's experience in executing plans is a key reason why he continues to produce success for his CRO clients.

See some of the testimonials below as proof.

Contact Greg now...Email: greg@commaconsulting.com.au or Call: 0477 723 474.

Embedding Behavioural Sciences - secret sauce

The eCommerce Conversion Rate Optimisation process reaches new levels of success when the behavioural sciences are embedded throughout.

There is a comprehensive set of behavioural sciences that come together and can be leveraged digitally to nurture consumer behaviour.

Greg Randall wrote a research paper on how this works (click here to read).

Harvard has proven that 95% of all online buying decision-making takes place in the subconscious mind! The challenge is to construct online journeys to empower the subconscious mind of every consumer who engages with you online.

That is how the behavioural sciences come into play in this conversion rate optimisation process! And it's also why this is another nuance of secret sauce to Greg Randall's process for his clients.

CRO Testimonials

"Greg's expertise in digital strategy and executing change is the reason why we are growing."

Greg’s ability to execute his strategic plan sets him apart from all other consultants. His comprehensive understanding of eCommerce and how eCommerce technology must operate to create amazing online experiences is why the execution of the change project is considered to be a huge success.The performance of our online channel is performing beyond expectations and well ahead of industry standards. This could not have been achieved without Greg.

Bridget Harding
Head of eCommerce Bed Bath & Beyond

"Greg researches issues, articulates a plan and executes with efficiency, making him in a class of his own"

Greg is the ultimate superhero when it comes to understanding the world of e-commerce. His rigorous ability to research the issue, articulate a plan and execute with timeless efficiency makes him in a class of his own.Greg's detailed strategic review empowered the business to implement quick wins and determine a priority list to take our offering to the next level. His professionalism and global experience backed by the data, allowed us to set realistic goals measurable by a solid ROI.

Jeremy Krause
Chief Innovation and Disruption Officer Global Retail Brands

"Greg's data-led approach, references best practice and resulted in a an actionable and comprehensive review"

Greg’s approach to coaching was enhanced by his depth of knowledge in eCommerce. His skill set covers not only frontend applications but also technical functionality. His approach is data-led, references best practice and resulted for our business in an in-depth and comprehensive review, that was highly actionable.

Catherine Scheider
Omni Executive Levi's