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How to win back and monetise customers who don’t shop with you anymore
Manage episode 380262971 series 3502529
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In this episode, we're joined by Rebecca Hilliard, an eCommerce customer retention management consultant who has over 11 years of experience in this space.
She now consults for premium direct-to-consumer brands, helping them understand customer data and leverage it to create strategies for customer retention.
We discuss the reasons why customers stop shopping with brands, the importance of understanding customer data and feedback to improve retention, identifying lapsed customers and the most effective win-back campaigns.
Key Takeaways:
- Why customers stop shopping with brands in the first place
- The importance of a win-back campaign
- Which channels are the most vital for ensuring customer retention
- The most effective incentives for winning back lapsed customers
- The importance of tracking and analysing the data
Links:
Rebecca Hilliard
Website - https://www.rebeccahilliard.co.uk/
37 episodes
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