AI + Behavioural Science to Prevent Customer Loss - Libby Dale Marketing AI Expert
Description
In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table…
Yet, most organisations aren’t paying enough attention to this. Some companies are leaking or even haemorrhaging customers and then spending 5 times as much to acquire new ones, it doesn’t make sense, it’s massively inefficient.
It’s always been a challenge for organisations with large customer bases to identify customers who are unhappy at an individual level. But now….AI is now making this possible.
To find out how, I was lucky enough to have Libby Dale on the Customer Smarts podcast, who’s career passion has been to help organisations fix that very problem. And now, she’s using AI to do it at scale with her company Smart Measures. They are using AI to detect customers at risk, then using behavioural science to nurture those customers back to a happier place, it’s really fascinating and one of the the simplest, most practical use of AI in marketing that I’ve seen so far.
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co
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