Deciding what’s next for acquisition and churn

Many of our clients want to offer customers a frictionless customer experience journey, while boosting lead generation, reducing churn or increasing loyalty. According to a PwC study, 73% of consumers consider customer experience an important factor in their purchasing decisions and 32% only needs one bad experience to make them walk away from a brand they love. Optimizing your customer journey holds a lot of potential. But how do you go about improving that journey? Where do you start? How do you translate a customer journey mapping exercise into actionable decisions?

Methodology

A-step-by-step approach

Whether you have a specific challenge to solve (e.g. boosting acquisition or loyalty) or are trying to optimize the entire experience, BUFFL can help. Our zero-measurement supports you in identifying the biggest pains and opportunities in your current customer journey, offering you a broad perspective from product-market fit to go2market. By pinpointing the problem area(s) that have the biggest potential for improvement, you can focus all your resources on optimizing levers with the largest business impact.

For boosting lead generation

Every company wants to generate more leads but doing so effectively requires insight into the biggest levers, triggers and barriers that are working for and/or against you. Simply validating a nearly finished campaign will not get you there. Our experience shows that one of the hidden barriers to effective lead generation is inside-out thinking. We help our clients identify USPs, optimal channels and key moments in customers journeys through the eyes of the customer. By understanding what resonates most with your customers, and when and where they are looking for a solution, the relevance of product descriptions, campaigns, channels and call-to-actions is significantly enhanced. This all makes sure customers feel triggered to act.

For reducing churn

Customer needs and expectations are ever changing. New technologies, disruptive competitors and evolving market trends continuously reshape the landscape affecting customer lifetime value. Digitalization has lowered the bar to switching providers, and with most companies focusing their time and investment on acquisition, customers are less loyal than before. We help you uncover the underlying drivers for churn and identify a path forward. Whether the triggers for switching are external or personal, an answer can always be found through enhanced communication, product innovation or optimization of touch points.

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Deciding what's next for
your customer journey?

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