- Katie Chic
Want to have repeat customers in your business?
I believe your customers are the heart of your business because without them - well you just have an expensive hobby 🤷♀️. In business, there's always room for improvement. Remember that saying 'why fix what isn't broken' well - just because it isn't broken doesn't mean it cannot be better! Pondering the thought of how something could be better is how innovation begins! Let's dive into the details a little more! 👇🏼
Let's start with the jargon busting: Customer Journey: How does a client go from stranger to client? Customer Experience: The delivery of your offer. Why should we try to elevate our customer journey? We want to ensure our customers are taking the shortest and most effective route possible to take them from stranger to buyer. On average it takes 8 touchpoints to convert a lead to a sale (marketing and conversation) and once they are ready to convert the journey needs to be less than 4 clicks, ideally 2. Things to consider in your business: How is your marketing currently performing? How many clicks does it take from each platform to get to the point of sale/sales call? What can you do to improve this?
Why should we try to elevate our customer experience? Statistically, it costs 5x more to acquire a new customer than it does to keep a new customer. By ensuring you deliver the best possible experience you can increase your chances of having repeat custom AND a returning customer spends on average 67% more than a new customer. it's a win-win! If that wasn't enough a happy and repeating customer will shout about you and refer you left right and centre = free marketing 🤷♀️. So you'll earn more by doing less = your ultimate goal, right?
Things to consider in your business: What is your current retention rate? How could you increase customer retention? Have you asked for feedback on how you could improve? How can you make your current experience better?
The only thing constant in business is change. Stay ahead and stay in control by taking the time to improve things.
If you'd like support elevating your customer experience come and chat with me. I have several options available from one-off strategy sessions to more long-term support Book a call here