Brick and Mortar Sales

From Retail to e-Tail: How to Launch an Ecommerce Website for Your Brick-and-Mortar

/ 17 min read
brick and mortar

Are you ready to bring your brick-and-mortar store into the world of online shopping?

Building a virtual storefront from the ground up can feel like an overwhelming experience.

You’ve probably noticed that there are dozens of SaaS products on the market claiming to ease your transition into ecommerce.

But how do you navigate this experience and maximize your resources? How do you find the right tools and deploy them for maximum efficiency?

There are 3 major pieces to this approach:

  • Laying the groundwork with pre-launch preparation.
  • Optimizing your store.
  • Marketing your store.

In this guide, we’ll look at each of these parts in detail, and you’ll learn how to transform your existing physical store into an online shop—all while exploring various marketing strategies that keep customers coming back again and again.

We’ll look at how three ecommerce professionals were able to transition from brick-and-mortar to online shopping.

Those three experts are:

Best of all: You’ll learn how to do most of this without relying heavily on SaaS tools and marketing agencies.

Let’s get started.

Lay the groundwork with some pre-launch preparation

1. Determine your primary customers.

There’s a lot of planning that goes into building a successful ecommerce website, which is why you shouldn’t rush into building your virtual storefront without doing first doing some strategic planning.

Before anything else, you need to answer the following questions:

  1. Who are your primary customers?
  2. How will they find your website?

For Tahnee Elliott, identifying and servicing her primary market was especially easy.

Tahnee Elliott

“Being in a college town, we have a lot of transient customers who go home during the summers and holidays,” she said

“The primary objective of launching the online store was to give these customers a chance to buy our clothing while they were away from school for the summer.”

Generally speaking, primary customers are going to be the ones who’ve already been consistently shopping at a brand’s brick-and-mortar store.

This existing customer base is a major advantage, as businesses can get a running start with an audience that’s already interested in the brand.

2. Choose your domain name.

The next challenge is determining how to redirect focus to your online presence—and to do this, you need to pick a domain name where people can find you in the digital environment.

There are two ways you can go about picking your domain name:

  1. Choose a catchy, SEO-friendly name that will resonate with your audience.
  2. Stick with your current brand name.

Both approaches have their advantages.

An SEO-driven domain name gives you a chance to:

  • Rebrand your store.
  • Create an online marketplace that’s optimized for organic ranking and traffic.

The downside of choosing a new domain name is that you won’t be able to capitalize on the brand awareness you’ve developed with your brick-and-mortar business.

With that said, choosing the right SEO-friendly domain name can make it easier for your company to reach a larger audience—especially when combined with a site that’s been optimized for text and voice search.

When BigCommerce designer Tommy Ekstrand helped his father come up with an online marketplace for their brick-and-mortar paint store, they decided to go with a new domain name that was appealing to a wider audience.

Tommy Ekstrand

“We ended up with an SEO-friendly version: US Paint Supply. We’ve owned the family name website since 1998, but that site is purely informational.

The decision to go with a more SEO-friendly domain was to find something more universal across our selling area (U.S. target audience).”

Ultimately, if your online marketplace depends on organic traffic, you might want to drop your brick-and-mortar name in exchange for something more SEO-friendly.

While it can be more work in the beginning stages as you create more awareness around your digital brand, it can help your brand in the long run as your organic SEO ranking increases more quickly.

3. Select initial products to place online.

Ideally, your inventory or services should be strategically chosen to appeal to a broader audience—especially when you’re just starting out.

If you’ve got a wide selection of products to choose from in your brick-and-mortar store, we recommend narrowing your inventory down to approximately 100 of the best-selling items for your online marketplace.

Tahnee Elliott

“We started with offering tops, bottoms, shoes, dresses, and rompers,” said Tahnee.

“Of course, we added more as needed and reorganized so our list of categories and subcategories evolved based on demand and trends.”

When choosing products to carry online, make sure to choose items which are:

  • Top sellers in your brick-and-mortar store.
  • Items you receive special requests or calls for 2-3x per month.

The latter is especially important, as many customers have a hard time finding special inventory on ecommerce sites.

Another great way to optimize your online inventory is by stocking it with products that are nationally popular.

That way, you’re able to start out with an appeal to a wider audience (rather than only targeting specific segments of the market.)

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4. Learn what your competition is doing.

To ensure that you’re offering a fair and competitive price for your products, you’ll want to look at what similar online retailers are charging.

Don’t just look at the price retailers are charging for their products, look at the total cost as well (tax + shipping charges + service fees).

When conducting market research for US Paint Supply, Tommy noticed that these additional charges made up a significant portion of the total cost.

Tommy Ekstrand

“Shipping is often a big thing for online retailers as almost everyone was charging an arm and a leg for shipping due to heavy products. Most of the product itself was priced moderately.

On Amazon, though, product prices were extremely high because of their marketplace fees for someone to sell. Many of the products we sell that also sell on Amazon are nearly 2x the price over there.”

5. Write custom page titles and meta descriptions.

When you’re trying to get your store launched ASAP, you won’t have time to write product descriptions for 100 or more items in your catalog.

Besides, full-length descriptions aren’t something you exactly want to rush through.

Fortunately, you can quickly come up with a collection of meta descriptions and page titles to get your online marketplace operational in the meantime.

Here’s how:

  1. Compile all your products and product data into a CSV file.
  2. Use the following format for titles and meta descriptions:{Product Name} is a {type of product or category} used in/for {primary uses}.

If your product happens to come in various sizes and colors, or if it’s important that your buyer knows its dimensions, add those details in the meta description.

Remember: Your page titles and meta descriptions aren’t supposed to be in-depth.

You just want to get something custom on the page that highlights what you’re selling. You can always revisit and refine your descriptions over time, expanding them after the site is up and running.

6. Take pictures of your inventory.

Did you know that using original photos rather than stock pictures can give you a much-needed SEO boost?

If you have a basic camera or smartphone, you can take professional-grade product photography for your store. All you need is a piece of white paper to use as a background.

Tommy Ekstrand

“Original images and image descriptions helped us to rank far above other retailers using stock photos. Having alt tags on all images is absolutely necessary.” Tommyy commented.

“Most of the time it’s just the product name and maybe “- Front” or “- Back” or “- Side.” Since I sell paint, some examples are ‘C2 LUXE Gallon in Satin’ and ‘C2 LUXE Quart in Eggshell.’”

If you’re working in an industry like fashion or design, you’ll need to schedule extra time to taking quality product pictures—especially if your website involves models.

For Tahnee, who worked in an aesthetically-driven industry, taking pictures of inventory was one of the more time-consuming processes.

Tahnee Elliott

“Next step was taking quality product pictures, which required investing in quality equipment and sourcing: a camera, tripod, professional lights, professional background, models, learning how to edit pictures, and training an employee to help.

Since we’re a clothing boutique, we’re heavy into visual aesthetics, which needed to reflect our branding.

Of course, I thought I had a great game plan but soon found out I needed a lot more training and equipment. Studying at night about photography, lighting, and modeling poses became a six-month undertaking.”

Also, regardless of your industry, you may want to consider purchasing photo editing software like Photoshop and Lightroom.

Combined with a good quality camera, these tools are essential for creating attention-grabbing, lucid images that help your website stand out.

7. Determine your shipping costs.

The last thing your customers want is to watch their total cost skyrocket at the end of checkout.

Consumers don’t like unexpected fees, which is something you want to be mindful of when setting your shipping costs and other fees.

We recommend going with a flat rate on shipping, as well as offering free or discounted shipping for customers who spend a certain amount of money.

In the case of Tommy and his father, they offered free shipping on orders over $100.

Tommy Ekstrand

“This helps our conversion rate by setting up total cost expectations right away and removing surprise costs during checkout.

It also helps with organic advertising in SERPs (search engine results page) as a quick callout to “Free Shipping.” Consider a meta description that says ‘Free Shipping over $100’ at the end of it.”

Research shows online shoppers are often deterred by additional costs that pop up during checkout.

This method helped boost sales by giving the customer a clear idea of how much they’ll pay throughout the entire purchasing journey.

Here are some ways you can use shipping costs to drive sales and reduce abandoned carts on your website:

  • Display shipping fees (as well as other expenses like taxes and processing fees) in a table on your website and/or item pages where customers can see.
  • Offer free or discounted shipping for customers who spend above a certain amount.
  • Add a line into your metadata to include the following in your item description: Free/DiscountedShipping on orders over ___ to encourage customers to spend more, and increase your AOV.

8. Choose your payment methods.

There are two things you should keep in mind when choosing your payment methods:

  1. What’s the easiest payment method to set up?
  2. How can you accommodate a wider audience?

When it comes to maximizing convenience, PayPal is a must. It can be integrated into your digital marketplace in a couple of minutes and opens you up to a wide range of payment options, including:

  • PayPal/PayPal Credit.
  • Apple Pay.
  • Most major credit and debit cards.

Moreover, according to PayPal, ecommerce sites can gain as much as an 82% improvement on their checkout conversion just by offering PayPal Checkout.

Tahnee Elliott

“Payments were first accepted via PayPal which was the easiest to set up,” noted Tahnee. “Gradually, I started using Authorize.net which had great rates.”

With that said, you don’t want to put all your eggs in one basket. Not everyone prefers paying with PayPal, which is why you should consider offering another payment method alongside it.

  • Stripe: Another popular payment-processing gateway, makes it easy for ecommerce brands to credit and debit card payments.
  • Braintree: Braintree accepted credit/debit cards, PayPal, Venmo, Apple Pay, Google Pay, and more—including ACH Direct Debit.
  • Square Payments: Like Stripe, Square accepts all major credit and debit cards as payment. Great for brands that run an active brick-and-mortar shop, Square can be used to turn iPads and similar devices into point-of-sale systems when coupled with a card reader.

For Tommy, accommodating the largest amount of customers was the motivating factor behind US Paint Supply’s accepted payment methods.

Tommy Ekstrand

“We ended up with both PayPal Express and Stripe as a credit card processor. This enables us to capture the widest variety of customers by making them feel comfortable with different payment methods.”

9. Take care of your security and tax details.

Taxes and security are two things you want to make sure you have sorted before launching your store. Otherwise, you’ll run into issues later that could inhibit your growth and revenue.

The good news is that tax compliance has never been easier with the help of programs like:

  • Avalara: Designed to help ecommerce businesses of all sizes, Avalara automates calculations, exemptions, and filings to ensure that your company is tax compliant from day one. Also, its platform comes ready to integrate with more than 600 ecommerce and ERP applications.
  • TaxJar: Like Avalara, TaxJar automates filings, reporting, and sales tax calculations to ensure that your business doesn’t make any unnecessary compliance slip-ups. Moreover, TaxJar is trusted by more than 10,000 organizations, including Coca-Cola, Dell, and the American Cancer Society.

You also want to make sure that your customers’ information is protected from data breaches.

This can be done by adding an SSL certificate to your website. BigCommerce offers free SSL certificates to all digital stores regardless of service plan and can easily walk you through the process of securing your digital marketplace.

Tommy Ekstrand

“This is when I got into the other details of setting up an online store, including taxes – we use Avalara – importing products, and installing an SSL,” said Tommy.

“This is all standard stuff and the Bigcommerce backend walks you through these.”

10. Come up with an ironclad shipping and refund policy.

Unless your brick-and-mortar store is already a nationally recognized brand, you’re going to need to spend time building relationships with your customers.

One way to build trust between you and your shoppers is by being upfront about your shipping and refund policies.

  • Create a webpage highlighting your shipping and return policies, as well as any other important information the customer should know.
  • Provide links to frequently asked questions (FAQs) in your emails to customers.

When asked about ways to improve customer service and work more efficiently, Tommy mentioned the importance of linking to shipping and refund-related FAQs in his emails.

Tommy Ekstrand

“By providing links in emails, we were able to prevent additional contacts through our customer support channels.

Typical questions were ‘What does this status mean’ or ‘When is my order going to ship’ or ‘I need to return this,’ so making sure that those things are right up front in their emails they receive helps to deflect that stuff. It saves us time and cuts service costs in the long-run.”

  • Make it easy for customers to return their products. Give shoppers a generous timeframe to return their items—we recommend a 20-day return window.

For many customers, returning online purchases can feel like a hassle.

Coming up with a refund policy that makes returns more efficient is an important step towards building customer loyalty and increasing conversion rates.

BigCommerce offers a Return Request feature, which gives customers a return shipping label when they complete a return request online.

When asked about her return policy at T.C. Elli’s, Tahnee had this to say:

Tahnee Elliott

“We wanted our brick and mortar return policy to be reflected online as well. BigCommerce offered a Return Request option which worked great for us!

Customers would need to complete a return request in order to receive a return shipping label from us. This way, we could confirm the item wasn’t past the 20-day return window.”

Another way to make shipping more convenient is to use reusable boxes.

Eco-friendly packaging company, Ecoenclose, has solved this problem by creating resealable boxes. This lets customers return their purchases in the same box they received.

Taking a more practical approach, Rohan Moore believes that good shipping starts with inventory management.

Rohan Moore

“For most retail products, warehouses are best organised with stacks of picking bins that can be numbered and labelled, so you know what’s where when fulfilling orders.

I’d recommend adopting these principles early, even if your ‘warehouse’ is a cupboard under the stairs.”

11. Build organic SEO content.

Have you uploaded your products, written your meta descriptions, and put a checkout system in place?

If so, your store is ready to go live.

That means it’s time to focus on building organic SEO content that attracts visitors to your website.

In the beginning, focus on inbound marketing techniques:

  • Build content.
  • Engage with customers on social media.
  • Write SEO-driven product descriptions.

Don’t worry too much about how your website looks as long as it’s functional. We’ll get to aesthetics later—for now, focus on basic SEO.

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Optimizing your ecommerce store

After your website is up and running, it’s time to build upon the framework you created in the days leading up to your store launch.

This is where you’ll start to focus on the aesthetics of your site, as well as continue the ongoing process of building good SEO content.

1. Choose a design for your website.

Unless you’re in a field like design or fashion, you don’t need to have an overly flashy website.

Most customers prefer functionality over creativity.

With that said, you don’t want to neglect your website design completely—it still needs to look professional.

BigCommerce offers a number of different themes and templates that make it easy for you to design a site that looks both professional and aesthetically pleasing.

But what you really need to focus on is mobile responsiveness.

In today’s market, it’s absolutely essential for your ecommerce site to be mobile responsive. If not, you run the risk of turning away new and returning customers.

2. Boost conversion rates by enhancing your design.

Look at ways you can improve your website’s design and improve user experience (UX).

Customers buy online for convenience, so it’s only natural that your website should be designed to make the shopping experience as convenient as possible.

A good customer service policy doubles as an effective conversion strategy.

For this reason, Rohan recommends launching your website with a ticketing system in place.

Rohan Moore

“Similarly with customer services, you’ll get in a mess with customer queries over orders and returns without a formal ticketing system. Integrate one from the outset — don’t believe that an organised inbox will suffice.”

Here are some other ways you can increase conversions through design optimization:

  • Reduce the number of clicks on checkout by defaulting to guest checkout or pre-selecting shipping methods.
  • Organize your inventory into categories and subcategories based on demand or market trends.
  • Arrange your menu items into easy-to-understand categories.
  • Include trust seals like: SSL certificates, accepted credit cards, payment gateway.

3. Don’t spend too much time tweaking your homepage.

There’s a good chance that most of your traffic will come from people searching for products or traffic being directed through your landing pages.

While your homepage is important, your product pages are where you want to devote most of your time perfecting your design.

Tommy Ekstrand

“Very few people search for our brand or store by name,” admitted Tommy .

“They’re searching for the products we carry and therefore landing directly on those product pages”

4. Start working on your product descriptions.

Now that all the heavy work is out of the way, it’s time to start writing product descriptions.

While your meta descriptions did a fine job directing traffic to your website, there’s nothing more effective than a rich product description that captures the visitor’s attention to increase organic traffic—especially when the right keywords are used.

Tahnee Elliott

“Product descriptions were fairly straightforward and simple until we discovered that keyword-rich descriptions benefited the customer in their buying journey,” suggested Tahnee.

“It decreased the number of customer service phone calls and emails, which were few and far between at first but gradually ramped up in 2014 and 2015”

But there’s more to effective product descriptions than good SEO.

You also want to summarize your products in a way that connects with your customers.

Here’s how:

  • Be consistent with your style.
  • Use well-written headlines that capture the reader’s attention.
  • Use bullet points to summarize important information and product specifications.

5. Continue writing SEO content.

As the saying goes, “Content is king.”

Developing SEO-driven content isn’t something you do once off—it’s an ongoing process.

A large part of what makes ecommerce websites successful is the content. You want to always have fresh, meaningful content that benefits your readers in one way or another.

Here are some ways you can create content that adds value to your site:

  • Add content onto your brand pages using banners so that your products remain above the fold.
  • Include short descriptions in your category pages—be brief enough to keep products above the fold.
  • Create an FAQ page to drive traffic from people searching Google for similar questions.

Also, if you ever get any questions related to a specific product, consider adding the question and answer in your FAQ page or as part of a product description.

This will help direct more traffic to your site from people looking for specific products.

Marketing your ecommerce website

While a solid business strategy and optimized website are important for converting leads, you still need a good marketing plan to get your ecommerce business off the ground.

If you’re a smaller company, we recommend doing your own digital marketing rather than outsourcing it to an agency.

That way, you’ll get a better idea of your customers’ needs and expectations as you interact with them on social media.

Rohan Moore

“If you’re a small player, tackling the technical and strategic challenges of digital marketing directly — with an overwhelming focus in the social media space — will educate you more about your customers,” suggested Rohan.

“And which products and content they relate with, than any market research or agency insights.”

By running your own marketing campaign, you’ll be able to see firsthand which type of content engages your audience the most.

Next, let’s take a deeper look at how you can create a digital marketing strategy that takes your business to the next level.

1. Improve your website’s performance with Google Search Console.

Google Search Console (GSC) lets you compare a list of keywords on your site with a list of keywords users commonly search for, as well as see just how many impressions your keywords are getting.

To do this, simply:

  • Go to the Search feature and turn on all data times (CTR, clicks, impressions, position)
  • Sort your keywords and phrases by impression, making note of which words and phrases are the highest ranking

From there, you’ll be presented with a ranked list of keywords and phrases which helps you see how well your keywords are performing.

When asked about increasing keywords impressions, Tommy had this to say:

Tommy Ekstrand

“Know that moving from position 50 up to 10 or even 20 is going to be extremely difficult. Consider paying for these (AdWords) if you know they’ll convert.”

There are a number of other third-party tools that can help your business grow. However, Rohan warns against new businesses depending heavily on marketing and management tools.

Rohan Moore

“There is an ever-growing catalogue of SaaS products on the market, often promising solutions to growth and conversion that all e-com store owners are anxious to enhance.

It’s not a mistake to see e-com as an opportunity to expand sales without property costs, but SaaS is undoubtedly the new rent.”

When asked what tools he felt new online businesses should rely on, Rohan had this to say:

Rohan Moore

“To avoid the digital rent doing to the profitability of your website what your property rent already does to your bricks-and-mortar profitability, limit those SaaS subscriptions to three core products: your shopping cart, your warehouse management system, and your online customer services ticketing system.”

2. Apply GSC’s keyword list to your website.

The benefit of GSC’s keyword is that it helps you get a better idea of the type of keywords and phrases potential customers are searching for.

You can then incorporate this information into your titles, product descriptions, meta descriptions, and image tags for an added SEO boost.

You can even change product names and URL addresses to fit these keywords—just remember to implement a 301 redirect.

3. Come up with an outbound marketing strategy.

You read that correctly.

Outbound marketing still plays an important role in generating brand awareness and engaging with customers.

Here are some tools to help you reach out to loyal and prospective customers:

  • Mail After Purchase (MAP) post-purchasing reviews from Yotpo surveys customers after they’ve made a purchase.
  • Social Bribery widget by Justuno makes it easier for you to run incentivization campaigns, rewarding your customers for sharing your products with their friends on social media.
  • Use Smile.io to enroll customers in loyalty, VIP, and referral programs.
  • Emailed coupon discounts for abandoned checkout carts.

When asked what he suggests new businesses spend their marketing budget on, Rohan placed value in marketing tools over outsourcing.

Rohan Moore

“Many fledgling (and some established) online businesses are enticed, for every £100 they spend in digital marketing, to pay another £100 to be told how to spend it.

Taking the wheel and spending all £200 on actual marketing will give you both results and experience that will form the backbone of your longer-term strategy.”

4. Explore different ways to increase conversion rates.

As you may have guessed, conversion rates is a topic that is constantly featured throughout this guide.

Converting visitors into loyal customers is how you’re going to grow your businesses, and it’s something that needs to be in the forefront of your mind as you design your website, interact with customers, and come up with a solid marketing strategy.

Here’s how you can increase conversions while marketing your ecommerce site:

  • Survey customers. Gather feedback from customers whenever you can, and include their feedback into your product descriptions and FAQ sections—especially if customers are inquiring about a product’s specifications. This will help the lurking visitors who want to learn more but are reluctant to contact your customer support.
  • Use Google Analytics to pinpoint any drop-off points. If there’s ever a sudden dip in your website traffic, look at factors that could’ve caused it and correct any issues that inhibited your conversions.
  • Minimize your website loading time. More than half your visitors will leave your website if it takes longer than three seconds to load. Prevent this from happening by optimizing your site for speed.

When asked how he increased his website’s speed, here’s what Tommy recommended:

Tommy Ekstrand

“Compress images, load JavaScript in async mode or defer, minify all CSS and JavaScript files or combine if possible. If an app that requires extra JavaScript isn’t performing, remove it.”

Executive Summary and Launch Checklist

There’s a lot of work that goes into launching an ecommerce site that accompanies your brick-and-mortar store. But you can help make your launch go as smoothly as possible by remembering the following tips:

  • Convenience and UX of your website are more important than looks. Give your customers a seamless website that’s quick and easy to navigate through. And don’t forget to include more than one type of payment option.
  • Make SEO your top priority. Look at ways to incorporate keywords into your descriptions, metadata, and headings. If you think it’s information that the customer would benefit from knowing, add it to your page.
  • Be up front with your policies. Make sure customers are informed about your return policy, shipping fees, and other expenses they may incur. Also, give them step-by-step instructions on how they can return a product without them asking you beforehand.
  • Constantly explore various ways to increase conversion rates. Consumer preferences change over time, and if you don’t change with them, you’re not going to get the growth you’d hoped for. Never stop optimizing your website design, SEO content, and marketing strategy for conversions.
  • Focus on the important things first. Get your products online, create a site that works, and implement a good SEO strategy. These three things need to be taken care of before you worry about making your site look visually appealing.
  • Don’t be surprised if your online sales lag in the first couple of quarters after going live. In fact, many businesses report that following the initial launch of their ecommerce site, their brick-and-mortar stores benefit from a huge boost in sales as customers browse selections online and make purchases at the physical stores.

In the first two years of her website launch, Tahnee recalls just how much her ecommerce site influenced brick-and-mortar sales:

Tahnee Elliott

“The online store wasn’t a huge success at first but it was huge for driving foot traffic to our local brick and mortar shop.

I initially leveraged it as a marketing tool. Girls would get online during class to see our new arrivals and then stop by the store afterward to try on the pieces they loved online.

In 2015, just two years after the launch of the online store, our brick and mortar sales tripled!”

When it comes time to enhance the look and feel of your site, try using a powerful development platform like Stencil by BigCommerce.

Stencil makes it possible to get the best of both worlds—a beautifully designed website that offers a smooth, sleek build that’s easy to navigate.

Tommy Ekstrand

“I’ve worked with all sorts of front-end systems,” says Tommy.

“And [Stencil] is by far the most advanced, capable and well-thought through. I’m psyched to get to rebuild my own store using Stencil, I hope to see a 10-20% increase in conversion from the changeover.”

By following this step-by-step guide to migrating your brick-and-mortar store over to ecommerce, you’ll have a greater chance of seeing as much as 50% growth over the course of the following year.

Interested in learning more ways to get the most from digital storefront? See how 12 online companies used a popular brick-and-mortar business tactic to maximize sales.

Want more insights like this?

We’re on a mission to provide businesses like yours marketing and sales tips, tricks and industry leading knowledge to build the next house-hold name brand. Don’t miss a post. Sign up for our weekly newsletter.

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