You know when you buy a snack and also buy fries or a milkshake? This is a cross-selling technique widely used by companies of all sectors and sizes. And it works very well.
This marketing strategy is essential to increase sales, revenue and also customer satisfaction, who purchases a complementary product or service, experiencing a better experience with the brand.
Although all professionals have already experienced cross-selling situations, as they are routine practices in the corporate world, they do not always have this perspective when selling their products or services.
And this is where we come in: in this text we explain what cross-selling is, its difference from upselling and its importance for companies, in addition to providing practical examples and strategies to focus on scalable business growth.
Everything marketing professionals need to understand the potential to increase their sales and know what to offer as cross-sell to hook the customer and increase the average purchase price. Follow along!
What is cross-selling?
Cross-selling or cross-selling is a marketing strategy used to offer one or more complementary products/services to the original purchase. However, for it to work, it must be based on the consumer’s interest or preference, in addition to the type of merchandise purchased.
Therefore, the purpose of applying this technique in the company is to maximize the purchase value by offering cross-sell/complementary items . If a customer buys a bicycle, they may be interested in a helmet or suitable shoes for cycling.
What is the difference between upsell and cross-sell?
You may have also come across the term upsell, which is also a marketing strategy to increase revenue. However, in a different way.
The upselling technique is based on offering the customer a more complete and modern product or service, which is consequently more expensive. It is as if you were going to buy a cell phone and the seller offered a newer version of the chosen model.
Therefore, the biggest difference between upselling and cross-selling is the focus of the albania phone number library product and service offering. While the former offers an item that the customer already wants, the latter encourages an additional purchase, that is, one that the consumer was not expecting but that could be a good deal.
What are the advantages of applying cross-selling?
Cross-selling offers direct benefits to all types of businesses, such as improving the consumer experience and journey; increasing sales and revenue; ensuring greater customer satisfaction and loyalty; accelerating company growth; and increasing Lifetime Value and the average ticket.
Adding cross-selling to a sales and marketing strategy is essential analysis of wordpress website’s dependence on server cpu resources to strengthen the relationship with the customer , after all, they will use another product/service from your brand.
See examples of cross-selling
In the online world, it is common to find product recommendations that may come as “ other customers also bought/viewed… ”, “ you might also like… ” or “people who bought this product also took… ” in e-commerce and apps.
See, for example, Amazon’s cross-sell recommendations when searching for a Playstation game controller on its e-commerce site.
And, in addition, Amazon also includes the upsell strategy, by showing other more expensive models.
And, when these suggestions are personalized , made based on the type of product, profile and interest of the customer, the chances of making a cross-sale increase.
Sales strategies for applying cross-selling
Remember that for cross-selling strategies to work in e-commerce and apps, the key is to have a good engagement and retention platform, such as CleverTap. It allows you to collect, integrate and analyze various data about customers, including their browsing habits, interests and preferences.
With the stored information, CleverTap’s AI (artificial intelligence) suggests products/services based on consumer habits and behavior.
And what omnichannel strategies can be used with the support aero leads of technology? Check out some of them to explore all the brand’s contact channels!
Sending emails, push notifications and in-app messages after the sale : recommending products/services that complement the one already purchased. It is possible to offer discounts in these situations to encourage purchases.
Sending emails
push notifications and in-app messaging on the favorites list : based on the list assembled by the customer, it is possible to offer cross-products.
Include a cross-sell section in e-commerce and apps : do you know the Amazon example? It should be applied to all e-commerce sites and apps to encourage the purchase of other items.
Recommend cross-selling at checkout: When completing the purchase, offer the customer the chance to add additional items to their cart.
Suggest products/services based on purchase history : the brand’s contact channels can also send offers and recommendations based on products/services previously purchased.
To put these actions into practice, don’t forget to study customer behavior and the products/services that are generally purchased together or that complement each other.
More tips for cross-selling
Focus on customer success : Prepare your company to deliver an incredible end-to-end experience, ensuring that customers use the items they purchase correctly. This improves customer satisfaction and loyalty.
Collect rich and useful customer data : in addition to using a smart marketing platform, invest in satisfaction surveys, landing pages and social networks to obtain more quality information about your consumer.
Beware of cross-selling : prohibited by law, cross-selling is when the customer needs to buy another product in order to benefit from the original purchase. Cross-selling is just a suggestion to complement the experience of the item, but it is not mandatory.
Invest in hyper-personalization of marketing actions : Use CleverTap to personalize the customer experience in real time and improve consumer segmentation with messages based on demographic data and attributes, such as loyalty status, language or behavioral data that accelerate purchases.
So, did you enjoy learning more about cross-selling? Use it regularly to boost your results and turn your customer into a true partner of your brand!
