What you need to know about cross-sell emails

Once you’ve acquired a customer and built up the relationship,
you open up the opportunity to sell them related items or
features.

Today we’re exploring cross-sell emails so that you’ll be
ready to forge a new (and profitable) path in your email marketing
and automation efforts.

What is a cross-sell email

A cross-sell email is a message that encourages customers to buy
complementary products to what they already have, or are about to
buy. The most common analogy you’ll come across for cross-selling
is: “Would you like fries with that?”

Sometimes, cross-selling gets lumped together with upselling,
but they’re actually two distinct strategies.

Here’s how they play out within email.

A cross-sell email, like the one below from
Dollar Shave Club
, presents inexpensive items that customers
can use alongside their main purchase. For a razor, a cross-sell is
a shave butter. Cross-sells are portrayed as a smaller commitment,
as signaled by the headline “toss more in?”�

A cross-sell for a SaaS company could be adding a standalone
feature to complement your current suite, or integrating with a
third-party tool. 

dollar shave club cross sell emails

Upsell emails, on the other hand, present an item that’s
more expensive than the main purchase. Dollar Shave Club
attempts to
upsell
a customer with a $25 “first-class travel bag,â€
instead of the $6 shave butter. An upsell for a SaaS company would
be upgrading your plan to a higher tier with more features. 

dollar shave club upsell email example

Why you should add cross-selling emails to your
lineup

Any scalable marketing tactic that leads to higher sales is an
obvious win, so here are three cross-selling email benefits we
think you’ll be happy with. 

Increase average order value

Adding a single $6 shave butter to a Dollar Shave Club order
isn’t going to change the price that a customer pays drastically.
However, you need to think about cross-selling at scale. Even a
small lift in average order value multiplied by your customer base
could represent serious cash flow. 

Forrester Research found a
10% higher AOV
on purchases where a recommendation was clicked
on. While these cross-sell tactics sometimes play out on a
company’s website, the potential for a higher AOV is reason to
explore it in email, too. 

Boost customer lifetime value

A cross-sell isn’t just good for the average order value, but
it also increases customer lifetime
value
over the long run.
49% of customers
say they have purchased an item they didn’t
intend to initially, because of a personalized recommendation.

If that happens a few times over the customer lifetime, you’re
bound to see the boost in revenue and engagement. A higher CLTV
also gives you more wiggle room to experiment with your acquisition
budget.

Improve retention with data-driven
recommendations 

The more value you can add to a customer’s life, the higher
the retention
rate
. By learning which cross-sells perform with each customer
segment, you can improve marketing for future customers.

Since
52% of customers
would share personal data in exchange for
product recommendations, you can use personalization
to deliver relevant marketing at scale. 

4 cross-sell email examples to learn from 

Rather than reinventing the wheel, you can look to what others
have done for inspiration. These are four cross-sell email
templates to use as guiding lights. 

Shopify

Software companies, like Shopify, can cross-sell opportunities
that mirror a customer’s growth. For example, a Shopify customer
may start selling their goods online, and then grow to fulfill
their dream of having a storefront. As the customer progresses on
their journey, Shopify helps with their point of sale hardware and
app. 

Shopify cross sell email example

Shopify’s
cross-sell email
is short and to the point. They catch the
target audience’s attention with the subject line “Everything
you need to sell in-person.†The body copy then explores why they
should care (accept payments on any device) and what to do next
(download the app). 

Casper

As we’ve mentioned already and will explore below, cross-sells
should be less expensive than what a customer has already
purchased. In
Casper’s case
, the perfect cross-sell to their mattress is
their “fluffiest pillow yet.â€

Casper cross sell email example

The email begins with a simple description of the pillow, and
then explores details further down, such as sourcing and
materials.

Since Casper already positions itself on comfort and high
environmental standards, the three key points listed for the pillow
will resonate with customers.

Mailchimp

While
Mailchimp’s cross-selling
is technically free, it’s still a
great way to make users more “sticky.†As customers use more
and more of your services and build a deeper involvement with your
company, they are more likely to stick around.

Therefore, this cross-sell promotion may still boost retention
in the long run. In the future, they may run this campaign as a
standard cross-sell and offer the custom domain at a price.

Mailchimp cross sell email example

This Mailchimp email is also a bit of a two-for-one, since they
ask readers to tell their friends “how they can get online
quickly and easily with a free custom domain.†By giving existing
customers something for free, they entice them to refer their
friends to Mailchimp. 

P.S. Want to learn more about referral emails? We’ve got a
complete guide here

Chewy

If you have past orders and behavioral data from customers, you
can send personalized emails like Chewy. Based
on previous order frequency, Chewy can predict when a customer
might be ready for another purchase.

The email acts as a useful reminder, but also as a cross-sell
for related products.

Chewy cross sell email example

Using data about user preferences or past purchases lets you
suggest products they’re more likely to be interested in. A
suggestion for a product that the customer will actually use, is
more likely to convert than a random selection from your
lineup. 

How to create a cross-sell email strategy

You’ve seen the best cross-sell email examples and templates
to spark ideas, and now it’s time to create a strategy of your
own. There are four steps to planning your cross-sell
promotions. 

Identify cross-sell opportunities

First, you need to map all of your products and features to find
opportunities. To be a strong candidate for cross-selling, an item
should be:

  • Less expensive than the original item
  • Be in a similar category or use case
  • Well-reviewed and useful (after all, you want someone to be
    happy with the purchase)

Another example of a cross-sell item comes from WooCommerce and
stroller company, Veer.
The company’s primary product is a $599 stroller, so a perfect
cross-sell is a $49 retractable canopy.

The add-on is less expensive but adds value to the customer’s
experience.

Choose target personas

After you’ve established some product links that are
cross-sell opportunities, you need to decide which customers to
target. To do this, familiarize yourself with your buyer personas
and any
psychographic segmentation
data you have. Are there any
segments that will benefit the most from a cross-sell?

You should also look at which items are typically purchased
together, and by whom. Selling a complimentary product will be
easier when you have data to show that segments are already making
those decisions. 

Establish the customer journey

In the first two steps, you determined the “what†and the
“who.†Now, let’s decide when to introduce a cross-sell.
Using the analytics on purchase behavior you referenced in the
previous step, is there a particular time that your two items are
often purchased together?

Some points in the customer journey that could be ideal for
cross-selling include after a customer has:

  • Made a purchase and left a positive review
  • Purchased something in a new category, indicating a shift in
    interest
  • Passed their typical buying frequency period

The customer journey map below shows how cross-selling and
upselling are ongoing
efforts
that you use to expand your customer relationship. 

Determine your messaging and positioning

The final piece of the puzzle focuses on how you’ll present
the cross-sell. Ask yourself what the benefit of the add-on product
is on its own, and also in combination with the main item. Why are
these a good match?

Are there use cases or benefits of the products that are
particularly intriguing to specific customer personas?

Another way to boost the positioning of your cross-sell is with
social proof. For example,
Brandless
includes a customer quote about a cross-sell
product.

Brandless cross sell email example

How to set up a cross-sell email automation in
Vero

After creating your strategy, it’s time to get to work setting
up your cross-sell marketing automation and you can do it easily in
Vero.

With Vero, you’ll be able to: 

Design your cross-sell email with the Drag and Drop
editor

While your email will fall flat without the right copy, your
offer may never get the attention it deserves without an
eye-catching design. If you already have templates and code
snippets to work from, you can upload them to Vero to mix, match,
and reuse whenever you need them with the drag and drop
editor
.

Vero drag and drop editor

Set up event triggers for your cross-sell emails

Vero’s “Workflows†are like a visual canvas that gives you
the tools to craft effective customer messaging experiences, which
in this case are cross-sell emails.

With added visibility of all the logic, action steps, and email
content, email marketers can choose from various logic and actions
to build cross-sell email sequences – while selecting email
messages and mobile push notifications.

All in one workflow. Read
more about it here!

Create dynamic content with Liquid

Personalization is essential to cross-sell email creation, and
Liquid offers a huge amount of flexibility when customizing
messages. Liquid is an open-source language, made by Shopify, that
allows dynamic content to be displayed on websites, emails, and
mobile push notifications.

With Liquid, users won’t have to sync additional data to their
email platforms, which helps them create engaging and relevant
content much faster.

The post What you
need to know about cross-sell emails
appeared first on Vero.

Source: FS – Email Marketing Blogs!
What you need to know about cross-sell emails