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How Customer Experience can
increase revenues within the B2C
World.
If you work within the
BUSINESS-TO-CONSUMER (B2C) world…
You’re probably leaving a huge pile of cash on the
table…
37% of your revenues to be
precise.
Source: Temkin Group Study -‐ 2014
HOW?
Like most businesses, you tend to focus on
CUSTOMER ACQUISITION…
Rather than
CUSTOMER RETENTION.
Keeping and delighPng customers is where the real profits lie.
In fact, happy customers are more likely to:
Purchase from you again
Recommend your business
Spend more, more oRen
and for longer
So, how to delight customers and recover this huge pile of
cash?
By delivering a
FANTASTIC EXPERIENCE to your customers.
Only 1% of businesses deliver great experiences
according to Forrester!
Source: Forrester US Customer Experience Index, Q1 2015
This is your opportunity to blow away your compe<<on.
But first, let us ask you
5 QUESTIONS:
Are your communicaPons personalised according to your customers purchase behaviour,
not just with their name?
Ques<on 1
Do you have a 360-‐degree view of your customers, by aggregaPng
data from all your company’s touch points?
Ques<on 2
Have you mapped out your customer journey and idenPfied
cliffs in your goal funnels?
Ques<on 3
Do you contact your customers with the aim of learning about their experience, and find out
where you can improve?
Ques<on 4
Is your organisaPon truly customer-‐centric, with a
customer experience champion leading the iniPaPve?
Ques<on 5
Having answered “No” to any of these quesPons, may
mean that you are losing sales.
Image credit.
Slices ConsulPng is a Dublin-‐based
CONSULTING COMPANY.
We work on customer experience projects with B2C companies:
eCommerce Retail Services
Customer Strategy
To provide the building blocks for an effecPve customer experience.
Lifecycle Marke<ng
To convert visitors into buyers, buyers into loyal customers, and re-‐engage lost customers.
Customer Experience Design
To build a consistent and unique customer experience
across all touch points.
Louis Grenier is the founder of Slices ConsulPng.
He has extensive marke<ng experience, working for internaPonals and start-‐ups across a diverse
range of industries.
He is a lecturer at the CommunicaPons and Management InsPtute in Dublin and was recently a keynote speaker at the Retail Conference and
the Online Retail Conference in London.
Do you have a project in mind? Here is how we work:
Free consultaPon
Bespoke proposal with
different opPons
Project starts and delivers results
1 2 3
Can’t wait to get started? Get in touch for a free consultaPon!
SlicesConsulPng.com
+353 87 242 9649
