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Similar to Understand your customers cherry cube ltd
Similar to Understand your customers cherry cube ltd (20)
Understand your customers cherry cube ltd
- 1. Helping you
understand your
customers
Improve customer relationships
and increase sales
Utilise
Analyse
Capture
© Cherry Cube Ltd 2012
- 2. WHY? Increase Build Increase Target Segment
positive WOM relationships loyalty marketing customers
= INCREASE SALES
Direct
WHAT? Perceptions Experiences Behaviour Information &
In-Direct
WHO? New Existing Inactive
Customers Customers Customers
HOW? Feedback Sales Activity Online &
Forms Observation email
Face to Face surveys
Focus Groups
Telephone
Utilise
Analyse
CAPTURE Capture
© Cherry Cube Ltd 2012
- 3. Explore trends in behaviours and perceptions
> Identify drivers to satisfaction with aspects
of your service or products
Analyse and segment
your customer data
Utilise
Analyse
ANALYSE Capture
© Cherry Cube Ltd 2012
- 4. TARGET MARKETING
TAILOR SERVICES AND PRODUCTS
Segment Segment
1 2 Socio-demographics
What they buy?
Segment 3
How often they buy? What makes your customers
Why they buy? happy & unhappy?
Drivers to satisfaction = do more of
Drivers to dissatisfaction = do less of
REFRESH INACTIVE CUSTOMERS
Identify why inactive customers are
not returning. What makes your advocates happy?
Do more of! Create more advocates -
get more recommendations – increase
positive WOM
ENGAGE YOUR CUSTOMERS
Personalise and reward loyalty…
Can you offer your customers a gift
on their birthday? Collecting personal Utilise
information is to their benefit!
Analyse
UTILISE Capture
© Cherry Cube Ltd 2012
