E-Commerce with Coffee?!19 Sep 2022

38. Uncovering the Potential of Customer Experience with Will Laurenson, Founder and Consultant of Customers Who Click

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/

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