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The CX Bucket List: Strategies to identify and retain your most valuable customers | #007
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:
Shopify Plus Commerce Evaluation Guide (Sponsored)
This episode was brought to you by…
Shopify merchants broke records over the BFCM weekend selling over $2.9 billion USD worth of goods across 175 countries, up from last year’s $1.8 billion. Over 1,000,000 merchants rely on the Shopify platform on days like Black Friday to scale and grow their business. Merchants don’t need to worry about their site crashing because Shopify takes care of the tech and merchants can focus on what matters. If you had a not-so-great BFCM, it might be worth considering whether you’re on the right platform. Shopify Plus have a handy Commerce Evaluation Guide that walks you through what questions to ask and what you need to consider when choosing the right commerce platform for your business. You can download the guide at shopifyplus.promo/commerce-guide.
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.
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
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