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

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 jumpsThe "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 checkoutThe 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 productHow to think about every order as its own P&L — factoring in CAC, COGS, fulfillm

—

Sponsored by OMG Commerce - go to https://www.omgcommerce.com/contact and request your FREE strategy session today!

—

Chapters:

[00:00] Intro — The $270B checkout abandonment problem

[00:22] Welcome & Guest Introduction: Avi Moskowitz, Co-Founder of PDQ

[01:52] Avi's Background: From Craft Beer to SaaS Founder

[03:23] COVID Timing & The eCommerce Wake-Up Call

[05:09] The Root Cause of Cart Abandonment: Trust, Not Technology