| How To Use The Science Of Influence To Design Your Online Sales Strategy
Psychology is an essential element of modern selling. Understanding
what triggers people to buy makes the difference between a sale and a
failure. A desire to buy involves more than logic - it involves emotion
as well as deep human psychology.
According to master copywriter Joe Sugarman, 95% of buying decisions
are subconscious and "knowing the subconscious reasons why people buy
and using this information in a fair and constructive way, will trigger
greater sales response - often far beyond what you could imagine."
Much of the knowledge in this tactic comes from two experts in the
science of psychological persuasion. The first is Robert B. Cialdini, a
Professor of Psychology at Arizona State University. Cialdini's book, Influence: Science and Practice is perhaps the single most important book on business one could read.
The second expert is Joseph Sugarman, the best-selling author and
top copywriter who achieved legendary fame in direct marketing and ran
a highly successful mail-order company in the 1980s, JS&A (the
forerunner of The Sharper Image).
Joe learned on a mass scale which ad approaches worked, and which
ones didn’t. He studied the ads that achieved a high degree of success,
and discovered that they were clearly successful because of certain underlying
psychological triggers. He identified 30 of these triggers that
activate psychological forces buried deep within the subconscious
brain, and cause people to buy. His book "Triggers" is also highly recommended.
Before we build or launch any new website we analyze our business
concept to see how well our idea will sell. Our framework for this
discussion is based much on the works of Cialdini and Sugarman.
In this tactic, we'll share with you how we think about products and
how to design websites that convert based on the understanding of human
psychology. How powerful can these factors be?
In the words of Joe Sugarman:
"I recall a time when I applied one of these subconscious devices by changing just one word of an ad, and response doubled.
I refer to these subconscious devices as psychological "triggers." A
psychological trigger is the strongest motivational factor any
salesperson or copywriter can use to evoke a sale."
The Six Factors of Influence
When designing a new site and business model we develop our site
around 6 elements of influence identified by Cialdini. These are
psychological factors that help make a product desirable and push
people to want it.
Is it unethical to use these factors?
It depends on what you're selling. If your product is flaky and
useless and you refuse to honor guarantees and refunds, then you're
being unethical.
But if you sell a product that's of high quality, you provide a fair
way for consumers to return the product if they are not satisfied and
only make claims that you can meet - then you're being fair.
These 6 factors however, can be manipulated. When you read about
these tactics and understand how they work, you'll also help make
yourself immune to unethical businesses that chose to use them to
unfairly sway buyer behavior.
Here are the six factors of influence. As you read this, we want you
to think about how each of these factors can be used to enhance your
site, product or service.
- Commitment and Consistency
- Reciprocity
- Social Proof
- Liking
- Authority
- Scarcity
We'll discuss each factor in detail in this tactic and show you how
to use them to boost your sales. Let's start with Commitment and
Consistency.
1. Commitment and Consistency
The principle of Commitment and Consistency implies that people
rarely go back on their word. It means that when you say you're going
to do something, you generally do it.
Here's a powerful example of this principle at work: Psychologist
Steven J. Sherman called a sample of residents in Bloomington, Indiana,
and asked them what they would say if they were asked to volunteer 3
hours of their time to collect money for the American Cancer Society.
Of course, not wanting to seem uncharitable, many of the survey
takers said that they would agree to donate the time. The consequence
of this subtle commitment was a 700% increase in volunteer rates a few
days later when members of the American Cancer Society came knocking on
doors asking for volunteers.
Companies such as Toys-R-Us use this same principle in marketing.
Toys-R-Us ran a competition for children, asking them to complete the
slogan "I Like Toys-R-Us because __________."
Winners would get a 3 minute all-you-can-grab shopping spree at a
local branch. Of course, given the rewards, many parents eagerly jumped
in to help their children complete the slogan (or to write slogans
themselves and then say these came from their 12 year old). But
Toys-R-Us did not seem to mind - because it gained huge sales from this
marketing experiment.
Toys-R-Us not only received hundreds of customer testimonials from
parents and children alike - but it psychologically got these children
and parents to commit to shopping at their local Toys-R-Us branch.
After all - they had written down why they loved the store. Why shop
anywhere else?
You'll notice many brand name companies running such competitions.
Why? Because they work wonders in helping people commit to a brand
psychologically - whether they intend to or not.
Commitment and Consistency in Ecommerce
Here are some examples of how various websites use the commitment and consistency principle.
The Upsell
Many ecommerce sites use checkout systems that offer upsells. You
buy a product advertised and just before checking out you get a message
"If you liked Product X, why not add Product Y to your Cart for only
30% more?"
These types of upsells can have high acceptance rates. The customer
has already committed to making a purchase. Once they do, it's easier
to get the customer to commit to adding more items to their shopping
basket.
Free Courses followed by Promotional Emails
You sign up for a free course or download a demo software. After
several days you get an email asking you if you liked the course or
software. The email goes on to suggest that if you liked the product
you might want to upgrade to a full version.
We've seen this type of strategy boost sales by 96%!
Soliciting Testimonials
At the end of a free course or software trial period the customer
gets an email from the site not asking for a sale, but asking for the
customer to respond with feedback on the product. These feedback emails
are then read and if the customer says anything positive, a customer
support agent sends them a pre-written email thanking them for their
endorsement and offering them 10% off if they make a purchase
immediately.
Because the customer has already typed out an email message stating
they liked the product, a very high percentage actually act on the
thank you offer. After all, if they do not act, they would be going
against their own word.
2. Reciprocity
The principle of reciprocity implies that people dislike feeling
indebted to someone else and have a strong desire to repay this debt.
The rule requires us to repay in kind what another person has given us.
Businesses sometimes use this rule with stunning efficiency. A good
example is Amway Corp. Amway sells households products and grew from a
basement operation to a behemoth worth $1.5 billion. Part of its sales
strategy involved a device called a BUG - which was nothing more than a
basket containing free samples of various Amway household products.
A confidential Amway Career Manual instructs its salespeople to
leave the BUG with prospective customers "for 24, 48 or 72 hours with
no obligation to her. Just tell her you would like her to try the
product...that's an offer no one can refuse."
At the end of the trial period the Amway representative is to pick
up the BUG and take orders on the items the customer wishes to
purchase. Since few customers use up the entire contents of the BUG,
the rep can then pass the BUG to the next customer down the line or
across the street.
Of course, when the customer receives the BUG and starts to use the
free products they get trapped in the reciprocity rule. Orders soared.
The bug created sensational sales growth for Amway with one distributor
calling it "the most fantastic retail idea we've ever had. On
average the customers purchase half the total contents of the BUG when
it is picked up....in one word, tremendous!"
The reciprocity rule is deeply powerful and influences us in many
way. A variation of it is the "Reciprocal Concession" sales tactic.
Let's use an example from the hit TV Show South Park to illustrate.
The character Cartman and his friends are knocking on doors to offer
snow-shoveling services. Cartman asks his first prospective customer
"Ma'am, would you like us to shovel your yard? It's only $15,000." The
kind lady replied, "I'm not sure I'd pay $15,000 for a shoveling
service."
Cartman replied, "Well, would you pay $15 then?" and the lady
agrees. $15 is a lot more than shoveling services usually charge and
Cartman, delighted, turns to his friends and says "See, I told you it
would work."
Cartman just applied the old "reciprocal concession" sales strategy.
This works on the principle of reciprocity. By conceding to come down
from $15,000 to $15, Cartman made the lady feel like he had done her a
favor.
This in turn compels her to return the favor by taking him up on his lower, yet still significantly overpriced offer.
Reciprocity in Ecommerce
Free Downloads
Giving away free training courses or free software downloads works
wonders partly because of this rule. Giving a visitor a few free
chapters of an ebook can make the customer desire to repay you by
purchasing your book at a later date.
Many ebook sellers on the internet employ this tactic.
Reciprocal Concession in Ecommerce
Many websites, knowingly or unknowingly, use this rule in email
marketing. Often, when you subscribe for an online email course, you
will be sent an email at the end of the course suggesting that if you
liked the free course, you might want to invest in the full product.
This email employs the principle of reciprocity and the principle of
commitment and consistency. The next step of the sales tactic is the
reciprocal concessions tactic.
If the subscriber does not buy, they get an email a few weeks later
with the subject line "John, What went wrong?" The email goes on to ask
why the subscriber did not take the site up on its first offer. The
merchant then offers to lower the price, provide a bonus gift or offer
a payment plan. This type of email usually generates further sales -
often a boost of up to 20% or more.
3. Social Proof
Social Proof states that we view something as being correct to the
degree at which we see others doing it. In other words, people decide
if something is good or bad in a given situation by observing what
others are doing.
The principle of social proof can be used to influence someone to
act on something by showing them that others are also doing so.
Social Proof is strengthened under two conditions. The first is
ambiguity - if people are uncertain about something, they are more
likely to look to others for guidance. The second is similarity. People
tend to follow others who are similar.
One common example of social proof in action is television laugh
tracks. TV studios add fake laughter to many sitcoms because they know
that the audience at home will find the scene funnier than it should be - simply because of the canned laughter.
You'll also notice this principle in many ads where the manufacturer
states that their product is the 'fastest-growing' or 'best-selling.'
They do not need to speak about features - often just the idea that
others are clamoring for the product makes the ad viewer desire it more.
Social Proof in Ecommerce
Testimonials on Websites
One of the best examples of this rule in action on the web is the
prolific use of testimonials on ecommerce websites. The testimonials
let a visitor know that the product is in demand and that others are
desiring it too. They do wonders for increasing sales.
Online Community
Another use of this rule is on ecommerce sites that have large
online communities. The site owners let the new visitor know about the
size of their communities - this is another indicator that others are
using the service or product. If you have a large online community
discussing your product or service - announce this fact on your site.
Announcing Numbers
Many sites make announcements such as "20,000 downloads in the last
month" or "250,000 subscribers since 2003." These too, help convince
new visitors to make a purchase or subscribe by relying on the power of
the principle of social proof.
4. Liking
We are influenced to do things for people we like. It sounds simple
and obvious, but this principle has profound effects on how companies
sell their products.
Individuals are more likely to say 'yes' to people they know, they
like and they see a similarity with. Many companies use this principle
and increase their overall attractiveness and likeability to induce
more sales.
One of the biggest examples of using the liking factor to generate
sales is the Tupperware company. Tupperware was selling $2.5 million
dollars a day of their plastic food storage containers through an
ingenious scheme called 'Tupperware parties.'
Tupperware would encourage women to host Tupperware parties during
which the host would invite a few friends over and a Tupperware
representative would demonstrate the features of the Tupperware
products. The environment is usually friendly and food and drinks are
served. The guests know full well that the host benefits by gaining a
commission on all sales of Tupperware products that occur at the party.
Cialdini mentions the frustration that some of the guests go through. One guest commented:
"It's gotten to a point now where I hate to be invited to
Tupperware parties. I've got all the containers I need, and if I wanted
more I could buy another brand cheaper in the store. But when a friend
calls up, I feel like I have to go. And when I get there I feel like I
have to buy something. What can I do? It's for one of my friends."
The Tupperware company likes to boast about their air-tight seal
that bonds the lid and container on their products. But it isn't the
seal that drives their sales - it's the bond between the guests and the
host of the Tupperware party. This is the factor of 'liking' used in
its purest form to influence sales. The guests buy because they know
and like the host.
The liking factor can also be observed in restaurants when it comes
to tipping. Studies show that a waiter can get a larger tip out of a
customer by simply including a mint or sweet on the tray when they
bring the bill. This seemingly small gesture can bring huge dividends
by making the waiter more likeable - and by inducing the principle of
reciprocity.
The principle of liking extends to association. A company can create
a positive association with their brand and use this principle of
likeability to influence consumer behavior.
A good example is Google - their feel good environment and "don't be
evil" motto gained them a lot of loyal followers and helped them drive
their market capitalization to a giddy $100 billion.
The principle is also used very effectively by credit card companies.
Have you ever wondered why credit card companies insist on
plastering their logos almost everywhere? Consumer researcher Richard
Feinberg did a study to see if the presence of credit card logos
induced people to spend more. What he found was highly disturbing.
First he discovered that restaurant patrons tended to tip more when
paying by credit card rather than cash. In a second study he found that
students were willing to spend up to 29% more on items in a mail-order
catalogue when they examined the same items in a room that contained
some MasterCard insignias.
Yet another study shows that when diners were presented with bill
trays that contained credit card logos, they paid significantly more in
tips - even when paying in cash. What's going on?
It seems that merely seeing a credit card logo can induce consumers
to spend more. Could this be a reason why so many websites insist on
plastering credit card logos all over the checkout process?
The Principle of Liking in Ecommerce
Offering Free Gifts, Lessons or Software Downloads
In addition to employing the principle of reciprocity, this tactic
also uses the principle of liking. If you're giving something away for
free you make yourself more likeably in the eyes of the consumer.
The About Us Section
We discuss this in detail in the tactic on Creating Trust. Kate
Schoeffel runs a successful site called Family-Pets.com that sells
Australian dogs. On Kate's "About Kate"
page she not only sums up her qualifications as a dog breeder, she also
includes pictures of her husband, children and pets. Seeing someone
share their family photos like this builds a lot of trust.
In addition, by showing pictures of her family and pets she makes
herself more similar to her target audience - people who love dogs and
are looking for a safe family pet like a Labradoodle. One of the things
that make the principle of liking work best is when the person who is
the object of our liking is similar to us.
You can use this principle on your site if your product or service
caters to a small niche. Let your target audience know why you're
similar to them. For example, if you sell horseback riding books,
mention your passion for horses on your site and make your personal
profile relate to your audience of equestrian enthusiasts.
Using a Personal and Chatty Style in Web Copy
You'll notice many good websites keep their copy personal and
chatty. They avoid business-speak and boring corporate terms. Corporate
lingo does not reflect a personality - but personalized chatty writing
helps you come across as a human being and makes you more likeable.
You'll notice many top ecommerce gurus doing this. One good example
is Stephen Pierce. You can see an example of his writing style on: http://www.secretsofcreatingwealth.com.
Credit Card Logos on Site Checkout Pages
Adding credit card logos to your checkout page encourages people to spend more.
Friendly Customer Support
When you receive a fast and personal response from an actual person
regarding a question or purchase order, you are immediately more
inclined to like the person and website that stand behind it.
5. Authority
We have a natural tendency to respect and follow people of authority
such as politicians, religious leaders and doctors and to sometimes
consider the advice and knowledge of these people as unquestionable. In
his book Influence, Cialdini offers a number of stunning examples.
A researcher studying the influence of authority on the decision
making process of hospital nurses pretended to be a doctor and called
22 separate nurses stations in various wards of a hospital. He
identified himself as a doctor and ordered the nurses to give 20
milligrams of a drug (Astrogen) to specific ward patients.
There were a number of reasons the nurses should have questioned this advice from the so-called 'doctor.'
- The prescr i ption was transmitted by phone in direct violation of hospital policy.
- The medicine itself was unauthorized and not cleared for use or placed on the ward stock list.
- The
prescribed dosage was dangerously excessive - the medication containers
clearly stated that 10 milligrams was the maximum daily dosage.
- The directions were given by a man the nurses had never met, seen or talked to before.
Yet in 95% of the cases, the nurses went straight to the ward to
secure the prescribed dosage and then proceeded to the patients room to
administer it before they were stopped by an observer who explained the
nature of the experiment.
The results are frightening indeed. The mere illusion of a directive
coming from authority can get people to do seemingly stupid and
dangerous things. In fact anything that we associate with authority can
trigger this type of response.
For example:
1. We tend to associate dressing with authority. In one study
conducted in Texas a researcher arranged for a 31 year old man to
jaywalk across a road in violation of traffic lights on a number of
occasions. In half the occasions he was dressed in a freshly pressed
business suit. In the other half he wore work shirt and trousers. The
researchers found that 3 and half times as many people would follow the
man across the street when he was dressed in a business suit!
2. A study in San Francisco showed that when a luxury car stopped at
a green light and refused to move, motorists behind the car would often
wait patiently without touching their horns. Motorists had little
patience with an economy-model car - nearly all sounded their horns.
But when a luxury car made the same mistake nearly 50% of motorists
stood by patiently without touching their horns.
It seems that human beings have a natural tendency to follow
authority - or anyone we think has authority based on their title,
clothing, cars or position.
This finding has strong implications in sales. Products can be made
to be more appealing and attractive by simply getting a well-known
public figure to provide an endorsement. Remember the George Foreman
grill that sold millions of units?
The Principle of Authority in Ecommerce
Testimonials from Experts
Testimonials are one of the best ways to generate sales. Many
ecommerce experts share testimonials across their sites. You'll notice
the same people providing testimonials to one another all over the
ecommerce training and software industry. It's done because it works.
If you're selling anything at all - a testimonial from an expert or
a person with authority can create a significant boost in your sales.
Go and seek out these endorsements.
Associating Yourself with Name Brands
Many software websites add logos from respected companies like
Microsoft or Google to their site. For example, a Microsoft logo with
the text 'Microsoft Certified Reseller.' Associating yourself with a
well-liked company and brand helps make you look more established.
Self-Proclaimed Experts
You will also see websites where people will give themselves titles
such as "Affiliate Marketing Master" or "Acclaimed Internet Marketing
Genius." This is another case where the author of the site wants to
appeal to the customer looking for a sense of authority.
6. Scarcity
The scarcity principle implies that we are attracted to that which
is hard to get. Opportunities seem more attractive to us when they are
less readily available.
We see evidence of this human tendency in many places. Dating for one. Ever heard of the term playing hard to get?
We also see it in the market for rare toys and collectibles: parents
go nuts fighting over Furbies, Cabbage Patch Kids and other toys that
go into short supply during the Christman season.
It applies to censorship too. When a government tries to ban
something they inadvertently make it more desirable and people find
ways to overcome the ban. Think Prohibition in the 1920s.
Here's how some unscrupulous salespeople use this principle to sell
products. A buyer walks into a store and inquires about a particular
type of appliance - say a particular model of a mobile phone. The
salesperson tells the buyer that the phone is completely sold out. This
immediately activates the scarcity principle and makes that particular
phone far more attractive and desirable in the eyes of the buyer.
The salesperson then tells the buyer that if he's willing to commit
to the phone right now, he could check with his manager and see if they
have any stock in the backroom.
Many do commit, given that at this particular time the phone is rare
and desirable. The salesperson disappears and reappears a few minutes
later with the model of phone - which mysteriously found its way into
the stock supply. The buyer, now feels a compulsion to buy as they had
previously committed to it (in line with the principle of commitment
and consistency).
The Principle of Scarcity in Ecommerce
Timed Promotions
This much used technique works very well. Simply create an excuse to
do a timed promotion. It could be a special offer for New Years, the
summer, back-to-school or someone's birthday. Anything at all. And then
let your visitors and subscribers know that for this period only,
you're offering a special offer or limited bonus gift.
Amazon.com does this using their 'Goldbox.' If you have an account
on Amazon.com, you'll see a special gold chest on the top right of the
navigation menu. Each day you'll see 20 items in the chest - each with
high discounts such as 20 - 40% off. But the catch is, the items are
only valid at the discounted rate for one day only. If you do not buy
today you lose the items and will see only new items tomorrow.
Limited Numbers
Subscribers receive an email notifying them that for whatever
reason, the merchant has a limited number of product X available and if
they act now they can grab one of these products. One of the most
common excuses is "my warehouse experienced a leak and some of the
copies of my book got soaked. We're selling these at 40% off - but we
only have 80 copies to sell - act now!" Of course the entire excuse is
a ruse. We've seen at least 3 merchants use this same over-used
strategy.
Limited Seats
Seminar sellers often do this. They state they're limiting the
number of seats on their seminar to the first 100. This tends to
generate more interest than just leaving the seminar seat number
open-ended. A variation of this tactic is to do an online tele-seminar
by phone and video and still limit it to a few hundred participants.
There is little need to limit a tele-seminar: but it's done anyway
because the illusion of scarcity boosts sales.
A Case Study
These 6 triggers can be used to transform a business and turn a poor-selling product into a wildly successful one.
Here's a true story of a small business that did just that. The
product name, industry type and business name have been changed
slightly to protect the owner's privacy and competitive edge but the
rest of the story is true.
How a Stagnant Online Business Used these Triggers to Transform Its Business Model and Reach $20 million in Annual Revenue
Derek
came up with a great idea for his web business. People fear getting
their cars fixed. Auto mechanics are hard to trust and you never know
if you're getting a good deal or if you are being ripped off.
So
he decided to create a website that would allow people to post a
mechanical issue with their car, and see offers from various mechanics
in their local area who could read their posting online and provide a
rough estimate.
Along with the estimate, the consumer could
also see other consumers' ratings of each mechanic - a very useful way
to ensure that the consumer was picking the right service provider, and
someone who was qualified and trustworthy.
Derek's business
model was to get mechanics to pay an annual fee to be listed on his
service and to receive offers from consumers. The consumers in turn
would get to use the service for free. Consumers were sought through
online advertising on Google and Yahoo! and ads on websites related to
cars.
But there was one problem...getting car mechanics to
commit to a technology is tough. Especially one that's based on a new
idea such as his.
Derek's business model stalled for a few
years. He tried to get mechanics to sign up for free for one year
hoping that they would fall in love with the service. But this required
him to give away his technology for free. And without revenue he could
not advertise to attract users to his site. The mechanics on the site
received few offers and lost interest.
Derek however caught a
lucky break. A friend who was fluent in sales offered to help him
jumpstart his business model in exchange for equity in the company.
Derek's friend John was an accomplished salesperson.
The
first thing John did was to put a cap on the number of mechanics their
site would allow in each geographic area. So in their home town of Ann
Arbor, Michigan, they limited the number of mechanics to 3. They knew
that they were getting only 20 requests a year from people located near
Ann Arbor. 3 mechanics should be enough to give these customers
sufficient choice. Indirectly - they created a scarcity principle
within their business.
Next, John cold called several
mechanics in the area and explained their business to them. He
mentioned he had a handful of clients coming in yearly and he wanted 3
mechanics on board. The mechanics would need to pay an annual fee of
$800 each - but John guaranteed result. If they did not make back their
$800 within a year, John would issue them a full refund.
John
knew that this $800 would go far. Using Google advertising, he could
geo-target advertising in the Ann Arbor area and attract more customers
to use his service. This would raise the number of requests coming from
Ann Arbor and increase the odds that his mechanics would be happy.
On
the phone with the mechanics John used the scarcity principle. He
emphasized that he was only bringing in 3 mechanics and he wanted the
best ones in the business. He also said that if the mechanic wanted in
- he would have to pass a qualification test.
The
qualification test was another aspect of the business model that used
the scarcity principle. By making it harder for the mechanic to get
into the program - John raised the perceived value of the program. Now
mechanics felt a competitive need to apply to join Derek's and John's
referral system.
John helped close the sale by employing the
principles of liking. He got to know the mechanics and their business
and discussed with them his interest in mechanics. He did anything he
could to create a bond or similarity between him and the mechanic. In
short - he tried to appear as likeable as possible.
He then
promised the mechanics a favor. If they would apply and sign now, he
would personally put in a good word for them in the qualification
review. He would also deliberately hold off on finding additional
mechanics for a month so that this first mechanic would get a chance to
dominate the market for that one month.
This is the principle
of reciprocity. By offering to do the mechanic a 'favor' he could
increase the odds of the mechanic returning the favor by signing and
putting in the application.
The combination of guarantee,
qualification exam and limited spots made it easier for John to recruit
his first mechanic. His use of the principles of likeability and
reciprocity helped him close the sale.
Next he employed the
principle of commitment and consistency. Rather than ask for $800
upfront - which might scare off the prospect - John requested that the
mechanic fill out an application form, sign at the bottom of the form
and include a check for $100 to cover the expenses of taking the
qualification exam.
Do you see what happened here?
By making the mechanic sign a form and put up $100 he triggered the
commitment and consistency principle. The mechanic was more likely to
follow through and go ahead and pay the $800 after he passed the
qualification exam.
John would then repeat this process with a mechanic in another town.
He also worked to recruit sales people and teach them the same sales
philosophy he used.
As Derek and John recruited more mechanics they started earning
money in the form of annual fees. This cash could be put into
advertising to gain more customers for these mechanics.
They used the principles of social proof and expert recommendation
to help them attract more customers. They actively solicited
testimonials from happy users and mechanics and put this on the site.
They also demonstrated their new consumer-friendly business model to
consumer groups, automotive groups and mechanic unions and sought
endorsements and testimonials that they could add to their site.
The result: in a period of 2 years, John and Derek created a company with $20 million in sales and 75 employees.
Summary
Commitment and consistency, reciprocity, social proof, liking,
authority and scarcity all work to make your visitors do what you want
them to do. Used ethically, these 6 psychological triggers can be
highly effective in boosting your sales.
Use this tactic as a framework for designing your marketing and
sales strategy. When designing promotions, free courses or bonuses
these six psychological triggers come in very handy.
You could have the best product in the industry at the cheapest
price but if your competitors know how to trigger these 6 factors and
you don't, you're in for some unpleasant surprises. Make sure to
positively influence your visitors and your bottom line will thank you
for it.
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