Join host Norman Farrar on the Lunch with Norm Podcast as he welcomes Matt Stafford, CEO and managing partner of Build Grow Scale, an industry leader renowned for transforming eCommerce websites into powerful revenue generators. In this episode, Matt unveils his proven strategies for optimizing your website, uncovering hidden conversion leaks, and maximizing profitability through data-driven decision-making. With decades of entrepreneurial success and extensive expertise mentoring thousands of eCommerce store owners, Matt offers invaluable insights for businesses aiming to significantly boost their online performance.

Key Takeaways:

Simplify to Boost Sales:
Matt emphasizes the importance of simplifying website navigation. Instead of overwhelming customers, he advises using streamlined menus and clear, intuitive pathways, significantly reducing user frustration and improving conversions.

Search and Filters Drive Revenue:
Matt reveals the immense impact search functionality and filters have on conversion rates, highlighting how a strategically implemented search bar can dramatically increase revenue, as it allows customers to quickly find exactly what they’re looking for.

Optimizing Checkout Experience:
Small yet impactful optimizations such as specifying “email required for order confirmation” and “phone required for shipping notification” can dramatically decrease checkout errors and improve abandoned cart recovery rates, directly contributing to increased profitability.

Using Negative Reviews to Your Advantage:
Contrary to popular belief, Matt explains that addressing negative reviews openly and constructively significantly boosts customer trust. Properly handled negative feedback demonstrates accountability and authenticity, increasing conversions more effectively than exclusively showcasing positive reviews.

Focusing on Revenue per User:
Matt advises tracking revenue per user, rather than just conversion rate or average order value, as it provides a clearer measure of website effectiveness, enabling more strategic optimizations that directly affect bottom-line results.

Notable Quotes:

Nine times out of ten, the reason someone visits your site and doesn’t buy is either lack of trust or unanswered questions. Solve those, and conversions skyrocket.
Your website is a conversation you don’t get to have in person. Make sure every page clearly addresses the questions your customer has at that moment.