exit popups with a coupon code

[gomer]

We operate a retail site. A competitor of ours uses exit popups with a coupon code as a way of luring back visitors leaving the site.

Does anyone have any experience with this sort of thing? Thoughts?

Thanks.
Gomer

[CarlaR]

I personally don't have that feature on my site, but I've thought about it. Whenever I see popups of any kind on other sites, I immediate hit the X box no matter what it is or what it says...

[mellowmayhem]

Honestly, I think it feels tacky and spammy. I imagine it would cause more harm than good, but I could be wrong.

Sounds like the thinking behind it is "well, they are leaving my site anyway, so I got nothing to lose". But if they plan to come back, spammy pop ups might turn them away for good. But maybe not. But maybe. Or not.

What about visitors who place an order without a coupon, and then leave and... "damn! I wish they gave me that coupon before I paid."

[CarlaR]

I actually offer a coupon on my site if they sign up for email updates. And I offer another coupon after they place an order (it comes with the confirmation).

[gomer]

Thank you all for the responses and thoughts.

I agree that there are pros and cons, the con being tacky and spammy potentially.

mellowmayhem, it would be setup so that if they go through checkout, they would not get an exit popup.

Carla, a coupon with the order confirmation, that is interesting and something to keep in mind.

[CarlaR]

Gomer - just a little something to keep them coming back for more (besides great customer service)

[smartwork]

What about visitors who place an order without a coupon, and then leave and... "damn! I wish they gave me that coupon before I paid."

Like the customers who go searching for coupon codes AFTER they place the order and then want to apply the code to their already-placed order... or they'll cancel and then place a new order; either of which possibly costing you another transaction fee to credit them back or run a new transaction.

I think supplying them with a code for their next purchase can work, but requires careful tactic and delivery to avoid cancellation & re-order. Some b&m stores have programs where they provide incentives for your next purchase, but put a starting date (which is usually a week or so from the time you earned it). Not that you want to delay their shopping, but it may be a worthy preventative measure.

[jsinger]

"Carla, a coupon with the order confirmation"

We include a coupon in the package along with a sheet showing some of our best selling products. Coupon is good for discount on next purchase. Get fair response from it.

Exit popup with lower price would be tacky. Reminds me of X10 from web's early days. (the spy camera people)

[CarlaR]

Jsinger - that sounds like a better idea than what I do! Thanks for the tip!

[mellowmayhem]

Like the customers who go searching for coupon codes AFTER they place the order and then want to apply the code to their already-placed order... or they'll cancel and then place a new order; either of which possibly costing you another transaction fee to credit them back or run a new transaction.

Transaction fee? Are you using Shopify or something? Not to mention the cost of spending 15 minutes replying to their emails and fixing the order.

I think supplying them with a code for their next purchase can work, but requires careful tactic and delivery to avoid cancellation & re-order. Some b&m stores have programs where they provide incentives for your next purchase, but put a starting date (which is usually a week or so from the time you earned it). Not that you want to delay their shopping, but it may be a worthy preventative measure.

Or just send them the coupons in the "Order Shipped" email. They cannot cancel at that point.

Or put a paper coupon in the package with your URL.

[RhinoFish]

If you use AdWords PPC, know that exit popups are specifically indicated as a bad experience (ie lower your PPC Quality Score, raising your PPC costs - and possibly stopping your PPC altogether).

[smartwork]

Transaction fee? Are you using Shopify or something?

No, only dedictated merchant accounts.

Or just send them the coupons in the "Order Shipped" email. They cannot cancel at that point. Or put a paper coupon in the package with your URL.

Both excellent timings.

[akmac]

Offering discounts is fine, but trying to snag someone with a discount as they're leaving seems desperate. Especially considering that many people don't complete the transaction on their first visit-you'd be needlessly discounting sales that you would've otherwise had at full price.

BUT WAIT, there's more! Meh.