Friday Q&As

Author

Crys A.
June 28, 2024

🗣 Running a B2B and want to reach 43,143 DTC Brands? Start here…


Hey guys,

"Our greatest weakness lies in giving up. The most certain way to succeed is always to try just one more time"

- Thomas Edison

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Q&A’s WITH IBRAHIM

Heyyy!

I’m excited today as I’ll be travelling to Goa for my bachelors trip (oh yeah, I’m getting married next month!!). It’s a mix of Las Vegas + Florida, but based in India—so if you ever happen to come down to India, you should definitely visit Goa at least once—the place is a vibe!

Alright, it’s Friday, so let’s answer some Q&As..

Question from Ellen Lewis (Owner): I have a Shopify store, a brick and mortar store, and a membership on Kajabi. I am signed up for HubSpot Pro, which I use for landing pages, email capture, and sending emails. My HubSpot is connected to my Shopify store, but I know I’m not using HubSpot to its fullest potential. Can you give me some tips on how to optimize my investment in this platform.

My Response: I’ve personally never used HubSpot for any of these purposes, as I use different tools for these things, but you can check out this free HubSpot eCommerce Planning Kit

Question from Thiago (CEO): Como aumentar o acesso ao meu site com ROAS acima de 5?

Translation: How to increase traffic to my website with a ROAS above 5?

My Response: The honest truth is, I myself haven’t been able to achieve a ROAS of 5, especially while scaling, so I don’t think I can help you attain a ROAS of 5, but if you’ve been reading our newsletters, working on the fundamentals such as creatives, landing pages, etc., you can at least try to acquire a customer profitably or at a break even.

One more thing I’d like to add here is, just looking at the ROAS doesn’t exact tell you the whole picture. You can read this issue I wrote on Monday, where I talk about 6 important metrics to look at.

Question from Uchenna (COO & Creative Director): So recently suffered a huge windfall in sales ($100k) due to shifts in the Tiktok algorithm. What can one do to prevent this from happening? Have you heard of anyone experiencing challenges with Tiktok ads or organic Tiktok content?

My Response: I’d say, the first thing to understand here is, there are primarily 2 things: 1/ Things we can control, 2/ Things that are out of our control. And TikTok’s Algorithm falls under the second option, but it doesn’t mean we do nothing about it.

A few things I’d recommend:

  • Firstly, when you know a channel isn’t consistent and not entirely dependable, you should diversify, and a good second option would obviously be Meta/Instagram. Like they say, don’t put all your eggs in a single basket.

  • You make sure your TikTok score is good, and that happens with timely shipping, etc.

  • Experiment with influencer whitelisting when it comes to paid ads

  • Instagram content shouldn’t be used for TikTok, at least not all of them. Whatever content you create for TikTok needs to feel native, like it’s meant for TikTok

  • Focus on great customer experience overall, respond to all the engagements such as comments, DMs, etc. and be quick with it

  • Join communities and forums where such changes are discussed. Here’s one example of a post in Reddit.

I’ve personally experienced the highs and lows of these algorithms and have seen others facing this problem too, so you know you’re not alone. That said, I’m going to do a deep dive on TikTok coming Wednesday—stay tuned!

Question from Mark (Director of Retention): What strategies can DTC brands implement to improve their customer retention rates?

My response: Start by delivering exceptional customer service—respond promptly and effectively to customer inquiries and issues. Personalize the shopping experience by using data to recommend products based on past purchases. Implement a loyalty program to reward repeat customers. Regularly engage with your audience through personalized emails and social media interactions. Make sure all the email and SMS flows are set up. Lastly, seek feedback and act on it; showing customers that you value their input can go a long way in building loyalty and trust.

May be I’ll dedicate a deep dive soon to some of the advance strategies that can be implemented to retain customers.

Alright folks, that’s it for today. Have a great weekend ahead!

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