𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗮𝘁𝗶𝗼𝗻 𝗼𝗿 𝘂𝗻𝗲𝘅𝗽𝗲𝗰𝘁𝗲𝗱 𝗲𝘀𝘀𝗲𝗻𝘁𝗶𝗮𝗹𝘀?

I was buying groceries this morning and got offered Japanese whisky and aloe vera lubrication as a cross sell. Despite being somewhat impressed that I am thought of as that kind of guy 😎 , this is a tone deaf offer and waste of valuable real estate. I’m not sure where these recommendations come from. I don’t drink and haven’t bought lubrication from this grocer, so it’s strange that it’s recommending them to me.

Is it a rainy weekend package for the Cape Town playboy? Does it go well with the mandarins I ordered?

My experience with cross sells is:
– it’s great if they’re personalised (recently viewed for apparel, previously purchased and not in my cart for groceries)
– Relevance aids conversion
– Urgency (e.g. offers) can be good, but nothing trumps helping people complete their journey