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‘L-eh eh eh- t’s…Let’s stay together
Whether a customer is ‘shiny and
new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie
Walters– or a loyal,
long-time supporter of your brand, it’s all about keeping the healthy relationship
going. In her conversation with our own James Gilbert, Jeannie- author,
speaker, consultant, owner of Experience Investigators by 360 Connext, and CX Expert for 20 + years- educates us on the ins and
outs of Customer Retention.
So, where do we begin? According to
Jeannie, ‘Retention starts from before you make the sale…If you think about
creating an amazing experience and really understanding your customer’s journey
from end-to-end, THAT is where you build retention. THAT’s where you start
From Journey Mapping (including exit point) and the importance
of root-cause analysis, to really knowing (like, for real) and listening to (key words, ya’ll) your
customers, Jeannie’s expertise and insights lay out the most important points
of retention. And- trust us- you’ll wanna take notes.
Of course, we also had to ask our
signature question. Which company’s CX left a lasting impression on our honored
guest? It’s an athletic-wear company called Moose Jaw. According to Jeannie, they don’t just sell products. They
actually provide resources to help people become athletes. They’re ‘building
community, based on who their customers are and what they’re trying to do,’ and
THAT’s something we can all sink our teeth into.
can find this interview, and many more, by subscribing to ‘The Sweets of CX’
Podcast on iTunes. If you don’t use iTunes, you
can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
Jeannie Walters is a customer experience and patient
experience speaker, writer, and consultant with more than 20 years’ experience in
assisting all types of companies, including Fortune 500. Specialties include
in-depth experience evaluations, customer journey mapping, user experience
analysis, and leading workshops and trainings.