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Retention Tips using CX by Ali Din

Ali Din
Ali Din

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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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
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX BONUS: TECH-PRODUCT MARKETING
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX TECHNOLOGY ADOPTION CYCLE
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX BOWLING PIN AND WHOLE PRODUCT
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX CX FOR CUSTOMER RETENTION CUSTOMER EXPERIENCE
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX Is Retention Important?
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX Gaining customers isnt easy It costs 5X more to acquire a new customer
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THE CX DEPARTMENT Cross-Functional Authority Seamless Touchpoints Follow up
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THE CUSTOMER JOURNEY
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX Its not about us. Look at everything from a customers viewpoint. What do they expect? What do they get? Are we creating a positive, memorable experience? Its not about us. Look at everything from a customers viewpoint. What do they expect? What do they get? Are we creating a positive, memorable experience?
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX REDUCE FRICTION Self- Service Rapid Response Reduce Channels
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX STAY ENGAGED Sentiment Pulse Feed back NPS
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX WIN BACK PLAYS Your monthly churn should be below 10% to ensure product / market fit.
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THINKING CUSTOMER-CENTRIC Customer Experience Customer Success Customer Support Customer Solutions
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX THANK YOU OH, ONE MORE THING
Contact Info: Ali Din | adin@adonusgroup.com | @CMOintoCX READING LIST https://cmoviews.wordpress.com/category/books/

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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 isnt 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 Its not about us. Look at everything from a customers viewpoint. What do they expect? What do they get? Are we creating a positive, memorable experience? Its not about us. Look at everything from a customers 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/