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Customer Revenue Optimization: How To Leverage Customer Experience To Scale Your D2C Growth
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In this episode of the 7 Figures and Beyond podcast, host Greg Shuey welcomes Will Laurenson from Customers Who Click, an agency specializing in conversion rate and customer revenue optimization. They kick off the episode by discussing Will’s background and journey into the world of CRO, sharing how he moved from general marketing to a focused approach on improving customer journeys and maximizing revenue. Will shares stories from his early career experiences at startups, highlighting the common issues he faced with inefficient marketing strategies and how these led him to delve deeper into CRO practices.
Will explains the concept of customer revenue optimization, emphasizing that it goes beyond simply improving conversion rates. Instead, it focuses on increasing revenue per user by looking at metrics like average order value (AOV) and overall customer experience. He stresses the importance of aligning upsell and cross-sell strategies with customer needs, using relevant data to make personalized recommendations. This approach ensures that the suggested products genuinely add value to the customer, thereby increasing the likelihood of purchase and enhancing customer satisfaction.
The conversation shifts to the topic of product returns, a critical yet often overlooked aspect of revenue optimization. Will advocates for a proactive approach to managing returns, which includes clear product descriptions to disqualify unsuitable buyers and post-purchase engagement to address any issues early. He cites examples of companies successfully reducing returns by providing detailed instructions and support, ensuring customers know how to use the product correctly. This not only reduces costs associated with returns but also enhances customer loyalty and trust.
Finally, they discuss the broader role of customer experience in driving long-term business growth. Will emphasizes the need for brands to go beyond the initial sale and focus on creating positive experiences that encourage repeat purchases and customer advocacy. He suggests practical ways to gather and utilize customer feedback, such as surveys and direct interactions, to continuously refine and improve the customer journey. By integrating these insights across all touchpoints, brands can create a cohesive and engaging experience that drives higher lifetime value and sustained growth.
Episode Links
Greg Shuey LinkedIn: https://www.linkedin.com/in/greg-shuey/
Will Laurensn LinkedIn: https://www.linkedin.com/in/willlaurenson/
Customers Who Click: https://www.customerswhoclick.com/
https://www.stryde.com/customer-revenue-optimization-to-scale-your-growth/
Chapters
1. Growth Strategies for E-Commerce Brands (00:00:00)
2. Revenue Optimization (00:13:45)
3. The Importance of Customer Disqualification (00:19:00)
4. Customer Experience and Revenue Optimization (00:24:13)
5. Marketing Strategies and AI Trends (00:32:58)
6. Leveraging Amazon Funnels for Growth (00:38:01)
34 episodes
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