WHAT IS CUSTOMER EXPERIENCE
There is no business without customers
THERE IS NO BUSINESS WITHOUT
Businesses today are continuously spending outrageous sums of money on marketing to attract new customers. What they fail to realize or even analyze are their current customers and how they can maximize revenue from their existing client base.
YOU EVER ASKED YOURSELF?
Why are my customers buying from my competitors?
Have you analyzed your database to see if you are selling to the same people as you did three years ago? Businesses need to find new and innovative ways to retain their customers.
Customer service and customer experience is the new marketing. If you want your customers to return and keep purchasing from you then you need to make their buying experience phenomenal.
What is Omni-Channel?
Omni-channel is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they’re shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.
What is Customer Experience?
Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. An interaction can include voice calls, emails, chat, SMS, support tickets and employee exchanges.
HOW TO MEASURE CUSTOMER RETENTION
In order to maximize your retention efforts, you need to understand how to track and measure some key retention metrics. Once you know how to calculate them, you can begin to put them to work in your own organization for lasting, profitable results. There are three top retention metrics that you can analyze.
1) CCR (Customer Churn Rate)
2) RPP (Repeat Purchase Probability)
3) RPR (Repeat Purchase Rate).
HOW CAN WE TURN THESE NUMBERS AROUND
1) Better Customer Experience
2) A Brand Ideal in Sync with your Business & Customers
3) Excellent Customer Service