Retention Tips using CX by Ali Din
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Part 2 for Retention Tips using Customer Experience (CX). Part of the presentation given in London. How to avoid or reduce churn. Helps counter revenue leakage.
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Retention Tips using CX by Ali Din
- 1. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX PART 1: GROWTH HACKS PART 2: USING CUSTOMER EXPERIENCE (CX) FOR RETENTION Email: notes@adonusgroup.com with subject “notes” Watch: https://youtu.be/1upzMPRj6o8 accompanying video
- 2. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX BONUS: TECH-PRODUCT MARKETING
- 3. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX TECHNOLOGY ADOPTION CYCLE
- 4. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX “BOWLING PIN” AND “WHOLE PRODUCT”
- 5. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX CX FOR CUSTOMER RETENTION CUSTOMER EXPERIENCE
- 6. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX Is Retention Important?
- 7. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX Gaining customers isn’t easy It costs 5X more to acquire a new customer
- 8. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THE CX DEPARTMENT Cross-Functional Authority Seamless Touchpoints Follow up
- 9. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THE CUSTOMER JOURNEY
- 10. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX It’s not about us. Look at everything from a customer’s viewpoint. What do they expect? … What do they get? Are we creating a positive, memorable experience? It’s not about us. Look at everything from a customer’s viewpoint. What do they expect? … What do they get? Are we creating a positive, memorable experience?
- 11. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX REDUCE FRICTION Self- Service Rapid Response Reduce Channels
- 12. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX STAY ENGAGED Sentiment Pulse Feed back NPS
- 13. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX WIN BACK PLAYS Your monthly churn should be below 10% to ensure product / market fit.
- 14. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THINKING CUSTOMER-CENTRIC Customer Experience Customer Success Customer Support Customer Solutions
- 15. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THANK YOU OH, ONE MORE THING
- 16. Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX READING LIST https://cmoviews.wordpress.com/category/books/