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Brighton SEO 2019 - Using data to keep your customers happy - Eli Zheleva

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In this talk, Eli Zheleva explains how to use data to better understand your customers – what they like and what they don’t. Use the data to improve the customer sentiment towards your brand, your business processes and increase revenue.

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Brighton SEO 2019 - Using data to keep your customers happy - Eli Zheleva

  1. 1. SLIDESHARE.NET/feefo_official USING DATA TO KEEP YOUR CUSTOMERS HAPPY ELI ZHELEVA // feefo // @feefo_official
  2. 2. Where would your business be right now if you had never lost a customer? #brightonSEO / @feefo_official
  3. 3. Who are you selling to?
  4. 4. It costs more to acquire a customer than to keep an existing one
  5. 5. Revenue is great. Profit is greater.
  6. 6. of consumers won’t engage with a business after a moment of brand disappointment 47% HubSpot
  7. 7. A bad example…
  8. 8. A good example…
  9. 9. Your best sales person is your happiest customer
  10. 10. How do you keep hold of your customers? #brightonSEO / @feefo_official
  11. 11. Listen to your customers!
  12. 12. Do you know what your customers think about you?
  13. 13. …Do you really know?! Do you know what your customers think about you?
  14. 14. Who wants to leave a perfect relationship?
  15. 15. Comscore → Don’t get caught in the organic stars trap!(By 2020, 50% of all searches will be
  16. 16. Get reviews→
  17. 17. → Don’t be scared of negative reviews
  18. 18. Look beyond the numbers and into the words →
  19. 19. Analyse the sentiment→
  20. 20. → 99% of customers love the home delivery service Door-to-door customer service needs improvement → Some shoppers have strong environmental beliefs
  21. 21. Keep an eye on your competitors →
  22. 22. Listen to your team→
  23. 23. Tailor your messaging→
  24. 24. Measure your customers’ satisfaction with NPS →
  25. 25. Focus on ROR→
  26. 26. Thank you @feefo_official www.feefo.com www.slideshare.net/feefo_ official

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