DO YOU KNOW WHICH CUSTOMERS WILL LEAVE YOU TOMORROW?
Keep your customers by anticipating risk
When it comes to orchestrating customer journeys, there are proven and highly effective methods for anticipating and reinventing customer experiences to make for more integrated, natural customer journeys.
Your data is your competitive advantage
Your business needs an approach to perceiving its environment and taking action that maximizes chances of success. Your transactional, quantitative and qualitative data are your competitive advantage. This presents a challenge, because today’s data can seem unwieldy and haphazard – like customer behaviour.
So how do you unlock the value in your haphazard data, where relationships and patterns will help you to anticipate customer churn?
1. What you know about your customer
Everything you know about your customer sits in multiple systems and applications across the business. Each has a view of a slice of the customer and the customer’s journey. Every data point is important and is enough for you to establish the unbroken path of every customer. Your data set is deep and wide, and this is the perfect starting point to retaining customers.
2. What your customers are doing right now
Your customers are navigating your channels and services right now, and expecting real-time responses and assistance in reaching their goals. High performing businesses need the smarts to react in real time in a way that is personalized and contextual.
What are the secrets to doubling the success of your customer retention efforts?
1. Keep it personal
Modern customers expect offers to be tailored to their needs. A blast email with a general offer, for example, won’t appeal to nearly as many people as a targeted offer that’s something of value to that specific customer. Business success will depend on you being able to find out exactly what matters to each customer.
2. Anticipate tomorrow
Imagine you could determine that a certain profile of customer is likely to stop trying and go away once they’ve called the help centre twice. Imagine you could intervene and assist before they even get there. It’s never been more important to proactively anticipate customer behaviour.
To discover the proven approaches to anticipating and reacting to risk within your customers’ journeys, and doubling the success of your retention efforts, download the complimentary paper now.