21.2% ROI for a Top Online Retailer in North America
Services and Results
Customer Experience (CX), Customer Journey Mapping, Customer Persona Development
CSAT +22%, ROI 21.2%, NPS +100%
Pain Points
Our client, a top online retailer in North America, approached us with the challenge of improving customer satisfaction and loyalty while also reducing marketing costs. They recognized the importance of putting customers at the center of their operations, strategy, and marketing to achieve this goal. With a large and diverse customer base, our client needed a comprehensive understanding of their customer's needs and wanted to deliver an exceptional customer experience.
Goals and Objectives
Our goal was to help our client become more customer-centric by leveraging customer insights and implementing a customer-driven strategy. Our objectives included:
Creating buyer personas.
Establishing key customer experience metrics.
Optimizing critical touch points throughout the customer journey.
How Bold x Collective Helped
We started by creating surveys and sending them to a mixed group of customers, including one-time, moderate, and regular shoppers. Incentives such as gift cards were offered to encourage participation. Using the survey results, we were able to establish buyer personas and key customer experience metrics, including the customer effort score (CES), net promoter score (NPS), and customer satisfaction (CSAT).
We implemented initiatives to regularly collect customer feedback and measure these key metrics across critical touch points throughout the customer journey, such as the completion of checkout, order receipt, and order returns. This helped us continuously improve the customer experience and put the customer first.
Outcome
Over seven months, our client saw a significant improvement in key customer experience metrics. The customer effort score (CES) improved from 2 to 4.5, the net promoter score (NPS) improved from -10 to 20, and the customer satisfaction (CSAT) score improved from 43% to 65%. This resulted in an increase of 21.2% in sales over the same 7-month period. By leveraging customer insights and implementing a customer-driven strategy, our client was able to improve customer satisfaction and loyalty while also reducing marketing costs.
GET IN TOUCH
If you want to discuss a brief or learn more about our agency, fill out the contact form, email us, or give us a call us. We look forward to hearing from you.