Before moving to Berlin in 2019, Craig spent 18 years in Manchester. Some of these at the inhouse at the NBrown group and Manchester’s own R.O.EYE agency. His experience includes media trading, partnerships, SaaS, customer success and delivering cross channel campaigns using attributed data. Being curious in data and what it’s telling him has been a key part in delivering a 5-star service for clients from Craig and his teams.
Having come from the acquisition world, there is so much technology focused on bringing in new customers, but very little on the actual retention and loyalty of existing customers, despite this being perhaps even more critical for online companies. It was certainly something his previous client’s talked about more and more. This took him to Berlin and zenloop.
Ämne på Webbdagarna Stockholm 17-18:
Retention Success Factors: Best practices in eCommerce
Based on a practical example and best practices, we are going to show you how to identify churning customers, win them back, and how to analyze the reasons for their churn based on the Net Promoter System (NPS).
Furthermore, you will get to know how you can transform these analyses into executable actions to scale long-term customer retention.
Lastly, we will explain how a step by step roll-out in an organization could be achieved with the aim to improve customer experience.