Showing posts with label retailers. Show all posts
Showing posts with label retailers. Show all posts

Monday, February 2, 2015

Failed Entrepreneurs Find More Success the Second Time


Failed Entrepreneurs Find More Success the Second Time
Photograph by Phil Augustavo

Given the slight chances of success, it’s a marvel anyone ever starts a business at all. One-third of new ventures close within two years, half within five years, and so on: only one in four is still around 15 years after opening day. But all that failure may offer its own reward, according to new research from a pair of economists from Stanford and the University of Michigan. They found that failed entrepreneurs are far more likely to be successful in their second go-around, provided they try again.

The entrepreneurship studies that grab headlines tend to focus on investor-backed, technology startups. Those types of firms aren’t the norm. Most new businesses are still small, local retailers. To understand how these enterprises fare, Francine Lafontaine and Kathryn Shaw studied the successes and failures of retail entrepreneurs in Texas from 1990 to 2011. Over the 21-year-period, 2.4 million retail businesses opened and 2.2 million closed. Three out of every four were founded by first-time business owners.

Lafontaine and Shaw found that the Texas retailers were less successful than the national average for small businesses: One in four closed after a year; half after two. What happened next was telling. Of the first-time entrepreneurs whose businesses closed quickly, the overwhelming majority—71 percent—didn’t bother to try again. But the tenacious 29 percent who did were more likely to be successful the second, third, and even tenth time around. Somewhat paradoxically, their success rate increased with their number of past failures.


The researchers argue that experience, even when it’s not positive, is invaluable—that entrepreneurs learn effectively from mistakes as well as from successes. They even found that serial entrepreneurs are successful in new types of businesses. Experience owning a hair salon translates into more success at running a clothing store. (There’s one important exception: First-time-restaurant owners, no matter their business background, tend to fail; serial restaurateurs are more successful.)

This paints a different picture from previous research, which suggested that failed entrepreneurs are more likely to fail in subsequent attempts. Writing in the Harvard Business Review, a trio of researchers presented findings that, among 576 entrepreneurs in the U.K., those who take on one project after another are less capable of learning from failure compared to entrepreneurs who pursue multiple businesses at the same time. They wrote:
Serial entrepreneurs’ greater propensity to remain overoptimistic may be due in part to the deep pain, even trauma, they feel when their projects fail—pain that is especially acute precisely because they involve themselves in only one business at a time. Psychological research suggests that strong emotions often prompt people to blame others or external events rather than themselves so that they can maintain some semblance of self-esteem and a sense of control. This ‘attributional bias’ appears to make serial entrepreneurs less capable of learning from failure.
Looking at a different population, over a different time period, in a country with different regulatory structures, the Texas research concluded that serial entrepreneurs were in fact quite able to learn from past mistakes. Among people who are willing to try again, the odds of success rise. Don’t count the failures out quite yet.

is an economist and writer in New York City. 

Thursday, May 16, 2013

Four No-Regret Moves to Convert Your E-Commerce Site Into a Big Seller


 

E-commerce sites convert about 5% of their visitors to buyers. In comparison, many retailers achieve conversion rates in excess of 60% (depending on the format). There are plenty of reasons why offline shopping conversion rates would be higher (e.g. shoppers have already shown commitment by walking into the store) but you don’t have to spend too much time with the data to see there is a massive opportunity for websites to improve their e-commerce sales. Even a 200 or 300 basis point improvement in the current average online conversion rates would be a massive boost. And it’s a reasonable goal.

Recently I was honored to speak to dozens of e-commerce leaders on the McKinsey Chief Marketing & Sales Officer network with a colleague of mine, Stephan Zimmermann, about this topic. We shared a systematic approach to understand and close gaps in conversion performance. Here are a set of 4 no regret moves we shared that you can put in place today:

1. Fix comparison engine entries. Most companies devote attention to getting SEO and SEM right, but one of the most overlooked traffic sources for true "down-funnel" purchasers are comparison shopping engines. I'm amazed at how often the data linkages to comparison engines are either inaccurate or the price is so much higher than competitors that the results are well below the fold or worse on a second page. I encourage my clients to try a simple experiment. Take 15 products that you sell and look them up on one of the popular comparison shopping engines - if your company isn't listed in the top 5, forget about attracting or converting the customers most ready to buy. Fix the entries right away.

2. Understand and address exit points. In retail stores, we often conduct exit interviews in the store parking lot. We stop people with and without shopping bags to understand why their customer journey. For every 100 people that surf a site, on average, 95 leave without buying anything. If you ran a store where you had that type of throughput, you would be out of business.
In our experience, companies need to ask the "five whys" on the highest traffic exit pages.
Systematically attack the root cause of exit pages (e.g. product, price, availability, description) and put in actions to fix them. At one company, they leadership team established a "war room" to fix broken pages and within weeks results started to improve.

3. Boost average order value. Many companies use computer-driven algorithms to drive product recommendations and next-product-to-buy options to increase average order value. These can be very helpful, but as I've written in the past (see: One Big Mistake Retailers Are Making: Not Thinking Like Their Customers), a more nuanced and deeper understanding of customer preferences can be lost in the data shuffle. Many companies will put hours of energy to putting this great technology in place but very little time on maintaining and optimizing it. You need to constantly tune recommendation engines with human intervention from merchants and adjust the technology based on what you learn. If you don't have a periodic human rhythm in place to evaluate and refine the right recommendations for additional products to buy you are missing out on valuable sales.

4. Get smart about loyalty. Not all customers are created equal. A bad customer is worse than no customer at all, especially when you’re spending money trying to keep him or her loyal. It’s critical to do a “recency-frequency” analysis of your customers to spot the opportunities and line up communications to the customer life stage. Identify your new customers, and figure out how to expand their shopping with you so they remain loyal but frequent shopper. Encourage repeat purchases with follow-up emails and next-product-to-buy offers. Keep your frequent and active shoppers loyal; they’re gold to you. Find out who are your customers who were once loyal but no longer are. They might be easy wins to get them back. Most importantly, improve your algorithms to detect customers at risk and take early intervention to keep them.

We've seen this work. I’ve found time and again when you ask follow up questions and the "five why's", the opportunities abound. Follow these four steps and find the opportunities. Because, believe me, there are lots of them. 

Posted by:Josh Leibowitz