38. Uncovering the Potential of Customer Experience with Will Laurenson, Founder and Consultant of Customers Who Click
Description
Uncovering the Potential of Customer Experience
In this episode of E-Commerce with Coffee?!, we have a special interview with Will Laurenson, founder of Customers Who Click. He and Nate Svoboda discuss how to optimize your customers’ experiences and drive revenue.
Throughout the interview, you’ll hear Will’s views on customer experiences, customer retention, and more.
Ready to learn more about customer experience and how much of an impact it can have on your business? Grab your favorite brew and enjoy!
➡️ Timestamps:
0:00-0:27 Intro
0:28-0:58 Introducing Will
0:59-2:34 How Will takes his coffee
2:35-6:20 Will’s background
6:21-7:33 Differences between optimizing customer experience for products and services
7:34-9:30 Metrics important for optimizing customer experience
9:31-12:33 Importance of customer lifetime value
12:34-16:07 How to gather feedback from consumers
16:08-17:38 Differences between customer lifetime value in a DTC versus another business model
17:39-20:03 Best methods and tools to increase conversions
20:04-22:01 How long you should run a split test
22:02-29:16 What clients are not usually thinking about for conversions
29:17-34:02 How to appropriately allocate resources to conversion versus retention
34:03-35:49 Changes that have occurred in the past two to four years
35:50-42:02 Other key considerations for customer experience
42:03-43:04 How to contact Will
43:05-43:20 Outro
💬 Get in touch with Will at:
- LinkedIn https://www.linkedin.com/in/willlaurenson/
- Facebook https://www.facebook.com/will.laurenson
- Twitter https://twitter.com/willlaurenson
💬 Get in touch with Customers Who Click:
- LinkedIn https://www.linkedin.com/company/customers-who-click/
- Website https://www.customerswhoclick.com/
- Podcast https://www.customerswhoclick.com/customers-who-click-podcast/
United States
