The CX Bucket List: Strategies to identify and retain your most valuable customers | #007 - a podcast by Nathan Bush
from 2020-03-15T17:33:36
In this episode of Add To Cart, we are joined by Customer Experience expert Danny Phillips, Co-founder of the CX platform Omneo and agency Arkade. Danny’s business focuses on retention rather than acquisition and in this episode, we’ll find out why and hear his top strategies for holding onto your most valuable customers.
Questions answered in the podcast include:
- How do you identify the most valuable customers that you want (and are profitable) to maintain?
- What retailers are you seeing using smart retention tactics for their best customers?
- How do you measure if your retention tactics are valuable?
- What role does technology play in retention? Does it have to be complicated?
- Where would you recommend retailers start when looking to improve the retention of their customers?
Links from the episode:
105m Amazon Prime accounts in the US.
CBA offers cash back for shopping at JB HiFI, Coles.
Club Catch expands to Kmart and Target
Kathmandu customers spending “29 per cent more per transaction than non-members”
Koin rewards app rewarding for sustainable purchases
In effort to boost retention, e-commerce startups are selling access to events and content
https://help.omneo.io/hc/en-au/articles/360001227956-APG-Co-simplify-member-sign-up-with-Omneo
Shopify Plus Commerce Evaluation Guide (Sponsored)
This episode was brought to you by…
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About your host: Nathan Bush from 12HIGH
Nathan Bush is the founder and lead strategist at eCommerce consultancy, 12HIGH. He has led eCommerce for businesses with revenue $100m+ and has been recognised as one of Australia’s Top 50 People in eCommerce four years in a row. You can contact Nathan on LinkedIn, Twitter or via email.
About your co-host: Danny Phillips from Arkade
Danny has worked in the Australian retail and CX landscape for over twenty years and is passionate about rebuilding valuable relationships between "brand" and "customer". Danny is the Co-founder of the CX platform Omneo and Customer Experience agency Arkade - a Shopify Plus Partner. During this time he has contributed to informing the next generation of CX practitioners by speaking at RMIT University, New Zealand Trade and Enterprise, The General Assembly, and many industry events. These days he’s working on CX strategy with established businesses like APG & Co, PAS Group, Glue Store, MJBale, Decjuba and Treasury Wines (even Danish Department store Magasin du Nord) - plus up-and-coming brands like Academy Brand, MAAP and Francesca. You can contact Danny on LinkedIn
Please contact us if you:
- Want to come on board as an Add To Cart sponsor
- Are interested in joining Add To Cart as a co-host
- Have any feedback or suggestions on how to make Add To Cart better
Email nathan@12high.com.au. We look forward to hearing from you!
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