EP 20: The Secret to Higher AOV: Cross-Selling and Upselling with Email & SMS in eCommerce
Send It! · with Jimmy Kim & Chase Dimond · March 4, 2025 · 48 min
Summary
This episode reveals how strategic cross-selling and upselling through email and SMS can significantly boost Average Order Value (AOV) and customer lifetime value. It emphasizes moving beyond basic segmentation to personalized product recommendations that genuinely meet customer needs, turning one-time buyers into loyal, repeat customers. Ecommerce operators will learn practical methods to implement these strategies for measurable revenue growth.
Key takeaways
Implement personalized product recommendations in email and SMS flows based on past purchases and browsing behavior rather than generic product categories.
Utilize post-purchase email and SMS sequences to suggest complementary products that enhance the customer's initial purchase.
Leverage browse abandonment and abandoned cart flows to dynamically recommend upsell or cross-sell opportunities before the customer leaves the conversion funnel.
A/B test different cross-sell and upsell offers and messaging in your email and SMS campaigns to optimize for higher conversion rates and AOV.
Focus on delighting customers with relevant offers that add value, rather than simply pushing more products, to build long-term relationships and increase LTV.
Customer acquisition costs have risen 60% in the last five years—which means squeezing more revenue out of each purchase is more important than ever. One of the best ways to do that? Boosting your Average Order Value (AOV). Higher AOV means more revenue per customer—without injecting more into your marketing budget. And one of the best ways to boost AOV? Cross-selling and upselling through email and SMS.In this episode, hosts Jimmy Kim and Chase Dimond are giving you a masterclass in using cross-sells and upsells to increase AOV. They’ll walk through the exact strategies, timing, and automations you need to seamlessly integrate these tactics into your retention marketing.EP 20: The Secret to Higher AOV: Cross-Selling and Upselling with Email & SMS in eCommerceHere's what we're diving into:- Why AOV is crucial for profitable growth- The difference between cross-selling & upselling—and when to use each- The two key trigger points for automating these strategies (post-purchase & lifecycle)- How to structure email and SMS flows for maximum conversions- Building a cross-sell/upsell content calendar to stay consistent- Balancing evergreen vs. time-sensitive offersThank you our friends at Omnisend, Nacelle, and eCom Email Certified for sponsoring the podcast!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Nacelle’s AI-powered personalization suite helps merchants create tailored marketing campaigns, smart product recommendations and dynamic landing pages that speak directly to its customers. https://go.nacelle.com/early-access/product-recommendations?utm_source=ecomemailmarketer&utm_medium=linkedin&utm_campaign=personalizat
Implement personalized product recommendations in email and SMS flows based on past purchases and browsing behavior rather than generic product categories.
What does this episode say about customer retention?
Utilize post-purchase email and SMS sequences to suggest complementary products that enhance the customer's initial purchase.
What does this episode say about conversion & cro?
Leverage browse abandonment and abandoned cart flows to dynamically recommend upsell or cross-sell opportunities before the customer leaves the conversion funnel.
What does this episode say about email & sms?
A/B test different cross-sell and upsell offers and messaging in your email and SMS campaigns to optimize for higher conversion rates and AOV.
What does this episode say about email & sms?
Focus on delighting customers with relevant offers that add value, rather than simply pushing more products, to build long-term relationships and increase LTV.
