Customer stickiness is what you need to build your brand and make sure every customer wants to come back to your brand. Here's how you can build the right kind of sticky experiences.

1. How to Make Your Customer
Experience Sticky

2. The Ultimate Sticky Experience?

3. 3

4. “
”
"You‘ve got to start with
the customer experience
and work backwards to the
technology - not the other
way around” - Steve Jobs

5. “
”
Marketers are increasingly managing
journeys as they would any product. Journeys
are thus becoming central to the customer’s
experience of a brand—and as important as
the products themselves in providing
competitive advantage.
Competing on Customer Journeys, HBR

6. The Modern Customer

7. Always online
The average American adult spends 11+
hours per day with electronics
7

8. Connected everywhere
Americans own four digital devices on
average
8

9. Spoiled & annoyed by choice
Study from Stanford and Columbia:
shoppers were 10x more likely to buy if
they had fewer choices
9

10. Quick to switch
Most apps lose 80% of their active users
in the first week
10

11. Want to feeling special
80% of consumers are willing to share
data, but only 8% feel that they get
special benefits as a result
11

12. The Components of a Sticky
Customer Experience

13. “
”
Sustaining an audience is hard. It
demands a consistency of thought, of
purpose, and of action over a long
period of time.
Bruce Springsteen

14. Relevant: able to satisfy the user’s needs at the moment of
consumption
Valuable Content
14

15. Data-driven: informed by a deep understanding of your
content and your users
Valuable Content
15
Trains
MENSA
Cartography
Listicles
Sailing
Physics

16. 53% of Americans who belong to a brand community are
more loyal to that brand
86% of Fortune 500 companies say that these communities
give them insight into their customers’ needs
Strong Community
16

17. Strong Community
17
Harley-Davidson xoVain Pepperidge Farms

18. Strong Community
18
Harley-Davidson
1. Community outreach
2. One-to-one connections

19. Strong Community
19
xoVain
1. Un-intimidating atmosphere
2. Familiar faces

20. Strong Community
20
Pepperidge Farms
1. Research-based approach
2. Educational content

21. Smart Data
21
Use first-party data Make predictions Don’t be creepy

22. Smart Data
22
First-party data comes from:
• Your website
• Your emails
• Your app
64% of senior marketers said using
first-party data led to the highest
increases in customer lifetime value
eConsultancy report on data sources:

23. Smart Data
23
The importance of using data to
make predictions:
74% of online consumers get
frustrated when content has
nothing to do with their interests
How?
ML + data → predictive marketing

24. Smart Data
24
Knowing what someone wants
based on your interactions
with them
Concierge experience :)
Creepy experience :(
Knowing what someone wants
based on what others have
told you

25. 1. Send a personalized welcome series
2. Use event triggers to encourage cross-pollination
3. Give your customers a platform
4. Provide a concierge experience
5. Create a smart re-engagement campaign
5 Ways to Make Your CX Stickier
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Share, tweet & download so we can make more like it!
26

27. Want to learn more about
Boomtrain? Get in touch:
hello@boomtrain.com