Sunday, August 8, 2010

:: converting traffic to sales: a plea ::


[ the lemonade stand, by a sense of place photography. for sale on etsy. ]

i want to come to you tonight with a lovely blog post. something inspiring, perhaps. something cheeky? ooh, maybe something useful. but every single ounce of ingenuity i have is being put to other use tonight, namely to the task of trying to stand back and objectively judge my e-commerce site.

last week i did a little self audit and discovered that 35% of my income comes from etsy, 32% from wedding clients, 30% from custom graphic design clients, and only 4% from my own e-commerce site even though i get a lot of traffic there.

and spend a significant chunk of my advertising budget (read: 100% of my advertising budget) on bringing people to the site.

needless to say i am insert-trite-adjective-describing-my-deflated-state-here.

my first reaction was to throw up my hands and say go screw, own e-comm site. who needs you and your ad-budget-sucking-powers, anyway? and just delete the whole thing and stop promoting it, redirecting people to my etsy site instead.

my next reaction was to throw up my hands and say maybe instead of attending the national stationery show next may, i should spent all of my remaining business budget to have someone build a custom e-commerce solution in the hopes that maybe-just-maybe building it will indeed make them come. but that's, um, stupid. (not that we say stupid in our house, mind you, because it's not e very nice word to say. and yes, i am now thinking of my three year old son who will not in fact be reading this blog post until he is old enough to fully understand that we do say stupid in this house sometimes.)

my third reaction was to sit here for an hour and a half and stare at my site and look around at my favorite stores and try to be objective about how to improve my own site without spending mega mucho.

so now i turn it over to you. i need your honest feedback. why do you think that visits aren't converting to sales in my shop when the same exact products are converting to sales on etsy. i'm getting traffic. i'm using the same images and descriptions. my custom site has features like drop-down options for each product, unlike etsy. but not many sales.

help a girl out?

Comments (19)

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Okay, Julie, I'm really of no help. I just visited the site and thought it looked and functions great. I can say that sometimes when I visit somebody's site I'm usually just checking it out. Whereas if I am on Etsy, I am going there to shop... even if I say I'm going to just browse, I know there is a really strong possibility I'll end up browsing long enough to convince myself into a buy.
1 reply · active 762 weeks ago
that's a good point. that and i really don't have any way to tell if someone bookmarked my site to come back later to buy. at least, i don't think i do. anybody know if there's an analytics prog. that can tell me that?
I agree with the above comment about visiting etsy to shop. I also think that many people are just more familiar with etsy and perhaps feel more secure about buying from there rather than another site they aren't very familiar with.
One nice thing about etsy is that it gives you the shipping info on the same page as the item.
Personally, I love your "other" site - it's easy to navigate and view and I prefer the pictures. So I'm not much help, either!
If you are shopping with a new individual, etsy provides some sort of safety net. I don't think there is anything wrong with your site at all. It's more a comment on consumers' e-purchasing habits.
1 reply · active less than 1 minute ago
I guess that's probably true. It's amazing what I learn about people running this business. : )
Here's my opinion... do with it what you will. =)

I love your design aesthetic, which is why I started following your blog on my reader. So really, this is only maybe the second or third time I've actually been to your actual website.

First impression I get is I love the airiness of it. I love the font you chose. It feels very modern and clean and I love that. Once I get how the menus work, I find it easy to navigate.

But therein lies the rub - the menus make it hard for me to tell what exactly the function of this site is once I'm in the meat and potatoes of it. On the main directory page it's fine - I see your brand, and a horizontal menu telling me the many places I can go on your site.

However, when I transition to the rest of the site, that lovely horizontal menu becomes vertical down the right hand side, while on every page I also have a vertical menu on the left with shop categories. This is confusing to me, especially if I'm getting directed to your site by some link other than just www.upupcreative.com.

I think this momentary confusion might just be enough to send a casual viewer away. Or make them question the security of entering payment info here. I think if you had your main menu items horizontal on the top of the page, it might solve that issue.

Another possibility would be to only have the shop categories on the shop pages, though you'd still probably want to move the main menu into the horizontal just to make sure there's a distinct hierarchy.

It also feels a little strange to spend money on a site that feels and operates like a blog. I think that if I were actively looking to purchase your work I'd probably go to etsy because I know the way etsy works, whereas a shop operating from a blog feels kind of bizarre to me. I might be way off base there, but I'm thinking that things I find minorly confusing could be enough to turn away someone who is looking for a way to rule you out of their line up of possible designers, you know?

Anyways, I hope that helps. I think that if you wanted feedback but didn't want to go all out with the website, maybe you could introduce a form onto your website (I used that on my blogspot hosted wedding site to have a RSVP form) soliciting feedback from your visitors; not sure how much response you'd get, but even if you got one or two questionnaires filled out you could get incredibly valuable information from your target market as you're looking to improve your site.
1 reply · active less than 1 minute ago
This is really really really helpful, Dana. Even though some part of me knows and believes that the other comments folks have left are true, part of me also needs to believe that there must be something I can actually DO to convince people it's okay to buy from my shop - that I'm a regular old online retailer with a safe interface, etc. I think you raise a number of good issues and point to some things I can definitely work on.

Thanks!
I think people are just more familiar with Etsy and more comfortable using it. If they like your shop, they've already saved it as a favorite and it's easy to access. There's no mystery behind it, no wondering if your credit card/paypal information is safe, etc. Especially since you're still giving people the option to shop at both. If you want people to just shop at the private site, then why not get rid of your Etsy shop?
1 reply · active less than 1 minute ago
the point about favorites is an excellent one. it's true that my favorites are the first place i head when i'm in shopping mode.

as for leaving etsy, i couldn't ever do that. it's a great community and it does drive a lot of traffic (twice the traffic to my own e-comm site so far) my way. plus like you say there's a whole etsy generation out there. but there are lots of reasons to want to move beyond etsy, as pawlingprintstudio comments below.
we've been struggling with the same thing. i'm not sure that a higher rate of sales on etsy means that you're doing something wrong on your own website. and even if sales are slow on your own website, i think it's important to maintain for professional reasons. i think it makes it clear that you are serious about your own business to wholesale accounts, bloggers, magazines, and even buyers. yes, there are a huge number of people on etsy, but i have plenty of older family and friends who just don't "get it" and for them, having to sign up for an etsy account is a huge barrier to purchasing.

but etsy is a community and comes with built-in foot traffic. and i think one of the most underrated things about it is the ability to favorite items and shops. it's such a great way to bookmark ideas for future purchases, that people tend to look there first when they're ready to buy, even if they are aware of your separate shop. also, i think if someone purchased something from you through etsy in the past, they will always think to buy from you in the same way.

i would love to hear what other people think too. this is just how i've been explaining it to myself and i'm really glad you started this discussion.
1 reply · active less than 1 minute ago
i totally and completely agree, trisha and or janet. with every single thing you've said. i could never give up etsy because it IS a community and it DOES drive a lot of traffic my way. but at the same time, there's a whole wide world beyond etsy and most people in my life don't really get etsy, so it's important to me to develop both.

plus agents and reps and all... they like to know you've got your shit together enough to have your own shop, eh?
For some reason regardless of one's site design and function, if I see that there is an Etsy shop I will go there. Are people going to Etsy from your shop?

Do you offer anything unique on your shop that isn't available on Etsy? You could emphasize the exclusive products available only on your site as a little test.
I think your on the right track and your store is great. Looking at sites your think work well and seeing how you can apply their strengths to your own store is such a good place to start. I think tweeking your existing site is a better idea that starting the ball rolling on whole new site at this stage :)

i pretty much agree with everything that been said...i wouldn't have any worries about buying through the bigcartel store vs etsy but etsy usually wins because its familiar, comfortable, my details are stored and the bookmarks features means if i saw something I liked a year ago im still reminded of you every time i browse my favourites...

I think its important to have your own store as a professional front for your business but if Etsy is working for you then your presence their is obviously equally important. I have noticed a couple of shops (http://www.etsy.com/shop/simplesongdesigns is one of them ) that are driving traffic from Etsy to their own site by announcing they have moved and not restocking the etsy store. This could be something to think about if you want people buying from your store as they can still find you via their Etsy bookmarks but purchases will be make at your .com. If someone had moved their store but I had found them on etsy i wouldnt mind being redirected to the new store to make my purchase...

You could also think about dividing the business which ive seen done so a selection of products or one area of your business is available on Etsy but you make it known that you do custom work or X Y Z at upupcreative.com if they are interested

Hope somewhere in that ramble there was something useful! Alex x
1 reply · active less than 1 minute ago
plenty of useful stuff here, alex. thanks!

Julie Green
Up Up Creative

my shop :: <a href="http://shop.upupcreative.com
http://shop.upupcreative.com<br />my blog :: http://upupcreative.blogspot.com
My personal shop and my etsy shop are about balanced in sales. I'd like to strengthen both, so because I am in the same boat, I can't offer any huge suggestions. I love the friendly, fun tone of your profile on the etsy page. I didn't see the same on the big cartel shop.

One thing I'm curious about through what everyone said - how does etsy plus paypal offer a more secure purchase than just paypal? Is it just because etsy is so big that big businesses feel safer?
2 replies · active 761 weeks ago
I do think that the etsy name is part of it, and probably also the feedback system. I know that when I recently bought handmade leather sandals, I read through the seller's feedback to see if people had been happy with their purchases...
that's a very good point! At the same time, going through Etsy always adds a few extra layers as a buyer when you're checking out - and that can get tedious and slow. So if I find someone has two shops, I prefer to buy from their non-etsy.
I'm brand new to you and your site - found you through A Practical Wedding about 2 hours ago - but I'm definitely going to buy some address labels when I get home from work. And I'm planning to buy them from Etsy, even though I found them through your e-comm site, for 2 reasons.

1) As so many others mentioned, I both trust and am familiar with the Etsy framework. I need to choose a custom color, and I know how to do that through the convo system. I can see feedback so I know this seller is reputable and well-liked. Even though PayPal is PayPal, with Etsy I know what every step of the transaction is going to look like, whereas a random e-comm site is a complete unknown, and may or may not be a big hassle to use (I just don't know until I'm halfway through the ordering process and it objects to the way I've formatted my phone number).

2) Lots of people talked about favorites in Etsy, but for me what's almost more important is my history. If I want more labels later, I don't have to bookmark your website and hope I can find it later. I can just check out my Etsy history and know exactly what I bought from you and when. I can even see my own feedback from previous transactions. This is very valuable to me.

I hope this is helpful. I wouldn't beat yourself up over your e-commerce site. People just really like Etsy.
etsy allows me to quickly identify how much my order will cost me in my currency and how much the p&p will cost sending it outside the USA. hope this helps!

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