DO PEOPLE ACTUALLY BUY WHAT THEY ADD TO THEIR SHOPPING

CART?

Charu AgarwalSouthern New Hampshire University

INTERESTING TO FIND: WHO, HOW, WHY?

Who are these abandoners ? Can we identify them ?

How serious is shopping cart abandonment ?

Can we figure out why shoppers leave without paying ?

How this can be avoided ?

How to approach shoppers when they leave without paying ?

IDENTIFYING ABANDONERS AND HOW SERIOUS IS IT?

On average 68.07% of online shopping carts are abandoned every day

Abandoners spend 19% more each year, compared to visitors who don't abandon

Female shoppers are most likely to abandon compared to male shoppers

Shoppers who stay on website longer are more likely to abandon cart

Many shoppers shop online only if they get free shipping

Websites with no free return, and price match; face more cart abandon

Websites with option to apply coupon face more cart abandon

WHY SHOPPERS LEAVE WITHOUT PAYING AND HOW TO AVOID IT?

Why Shoppers leave?• Cost issues• User experience issues• Customer Behavioral issues• Technical issues

How to Avoid It?• Offer Free

Shipping• Offer Free Return and Price Match

• Easy Checkout Process

• Secure Website with Multiple Payment options

• Build Trust • Make User Friendly Website

WHAT SHOULD BE DONE POST ABANDONMENT?

Email Follow-up Shoppers expect email as reminder to complete purchase Many shoppers expect email with additional coupon / discount More likely to complete checkout if free shipping offered

Ad Retargeting 98% of recovery is achieved by Ad retargeting

THANK YOU