Designing Database Applications to Increase Page Views and Ad Revenues
How customer experience can increase revenues within the B2C world
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Transcript of How customer experience can increase revenues within the B2C world
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How Customer Experience can
increase revenues within the B2C
World.
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If you work within the
BUSINESS-TO-CONSUMER (B2C) world…
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You’re probably leaving a huge pile of cash on the
table…
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37% of your revenues to be
precise.
Source: Temkin Group Study -‐ 2014
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HOW?
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Like most businesses, you tend to focus on
CUSTOMER ACQUISITION…
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Rather than
CUSTOMER RETENTION.
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Keeping and delighPng customers is where the real profits lie.
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In fact, happy customers are more likely to:
Purchase from you again
Recommend your business
Spend more, more oRen
and for longer
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So, how to delight customers and recover this huge pile of
cash?
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By delivering a
FANTASTIC EXPERIENCE to your customers.
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Only 1% of businesses deliver great experiences
according to Forrester!
Source: Forrester US Customer Experience Index, Q1 2015
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This is your opportunity to blow away your compe<<on.
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But first, let us ask you
5 QUESTIONS:
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Are your communicaPons personalised according to your customers purchase behaviour,
not just with their name?
Ques<on 1
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Do you have a 360-‐degree view of your customers, by aggregaPng
data from all your company’s touch points?
Ques<on 2
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Have you mapped out your customer journey and idenPfied
cliffs in your goal funnels?
Ques<on 3
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Do you contact your customers with the aim of learning about their experience, and find out
where you can improve?
Ques<on 4
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Is your organisaPon truly customer-‐centric, with a
customer experience champion leading the iniPaPve?
Ques<on 5
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Having answered “No” to any of these quesPons, may
mean that you are losing sales.
Image credit.
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Slices ConsulPng is a Dublin-‐based
CONSULTING COMPANY.
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We work on customer experience projects with B2C companies:
eCommerce Retail Services
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Customer Strategy
To provide the building blocks for an effecPve customer experience.
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Lifecycle Marke<ng
To convert visitors into buyers, buyers into loyal customers, and re-‐engage lost customers.
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Customer Experience Design
To build a consistent and unique customer experience
across all touch points.
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Louis Grenier is the founder of Slices ConsulPng.
He has extensive marke<ng experience, working for internaPonals and start-‐ups across a diverse
range of industries.
He is a lecturer at the CommunicaPons and Management InsPtute in Dublin and was recently a keynote speaker at the Retail Conference and
the Online Retail Conference in London.
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Do you have a project in mind? Here is how we work:
Free consultaPon
Bespoke proposal with
different opPons
Project starts and delivers results
1 2 3
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Can’t wait to get started? Get in touch for a free consultaPon!
SlicesConsulPng.com
+353 87 242 9649