how customer experience can increase revenues within the b2c world

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.

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We  are  here  to  help.

Slices  ConsulPng  is  a  Dublin-­‐based    

CONSULTING COMPANY.

We  work  on  customer  experience  projects  with  B2C  companies:

eCommerce Retail Services

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Our  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

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Can’t  wait  to  get  started?    Get  in  touch  for  a  free  consultaPon!

SlicesConsulPng.com

Louis@SlicesConsulPng.com

+353  87  242  9649