The $270 Billion Checkout Problem (And How to Recover Your Share)

About this episode

Avi Moskowitz discusses the emotional factors behind cart abandonment and strategies to improve checkout experiences for e-commerce brands.

Most e-commerce brands pour everything into getting customers to checkout — and then hand them a generic, one-size-fits-all experience that quietly kills the sale. Avi Moskowitz, co-founder of PDQ, has processed millions of checkouts across top Shopify brands (including Jones Road Beauty), and his diagnosis is blunt: cart abandonment isn't a technical problem. It's an emotional one. And it's leaving $270 billion on the table every year. Inside the episode: Why your checkout is the one place segmentation goes to die — and how personalizing it by customer type (first-time, returning, high-value) can drive an 18% AOV lift or double-digit conversion jumps The "WISMO problem": why more than 50% of order-related support tickets arrive the same day the order was placed — and what it tells you about the trust gap you're creating at checkout The free shipping threshold mistake almost every brand is making (hint: they copied a competitor who also just guessed) Surprising checkout wins from PDQ's testing: why moving the economy shipping option down one slot meaningfully increased revenue per session — without a single new ad or product How to think about every order as its own P&L —…

People in this episode

Host: Brett Curry

Guest: Avi Moskowitz

Topics covered

• e-commerce
• checkout optimization
• cart abandonment
• customer experience
• personalization
• revenue growth

Keywords

• checkout problem
• cart abandonment
• AOV lift
• conversion rate
• free shipping threshold
• customer segmentation
• order support tickets

Sponsors

OMG Commerce

Mentioned in this episode

Organizations: PDQ, Jones Road Beauty

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