Improve customer experience to grow your CLTV
Whether you battle with churn, fatigue management or onboarding, we’re here to help. Our customer experience projects are designed to raise your customer lifetime value and profitability.
Research allows to make data-backed decisions to keep your customer experience aligned with your brand promise, values, and growth.
We can help you with:
Market research & analysis
Website & webstore audits
Qualitative or quantitative user research
Consumer journey mapping
Tackling LTV challenges on by one. These development projects focus on optimising your CAC/LTV to increase you bottom line.
We can help you with your
Onboarding process
Fatigue management plan
Cross-sales and add-on sales plan
Customer experience enhancement plan
From plans to execution. Satisfied customers contribute to higher LTV.
We can help you with
Content production
Technical solutions
Website & webstore improvement
Communications strategy
A/B testing and iterations
We are proud to work with
conversion for customer acquisition
USPs for marketing
onboarding process
through customer satisfaction
Increasing customer lifetime value by improving conversion in audiobook subscription.
CHALLENGE:
Suomalainen Kirjakauppa is an omnichannel bookstore that operates an audiobook and ebook application, Suomalainen Plussa. Plussa was facing challenges in acquiring paying long-term subscription customers. In addition to intake problems, Plussa was also struggling with their onboarding experience which resulted in low levels of users activating and upgrading their subscription.
SOLUTION:
We started by mapping the user journey. We recruited individuals from Plussa’s main target group and recorded their use of the service. Additionally, we used qualitative interviews and focus groups for testing Plussa’s marketing messages. With a special focus on customer acquisition we discovered conversion killers in both marketing as well as the purchase path.
New sales messages were drafted and tested in real-time and real-life through social media advertising. We tracked both the amount of users acquired through the ads as well the behaviour of these cohorts in order to understand which marketing message resonated with the wanted target group.
In order to improve long-term customer satisfaction we analysed the onboarding experience of the app. Onboarding turned out to be a crucial first step in making the target customer an active user of the app. The created improvements were designed to both activate users and increase customer retention.
It was a pleasure to work with Brandcrafty and felt like we were the same team from the very beginning. Everyone in the team were true experts and challenged us, gave ideas and, of course, delivered what was promised magnificently well.
Although we always listen to our customers, we are in many ways a traditional manufacturing company with focus on products. Brandcrafty helped us understand and meet our customers’ expectations both in terms of product, service and design.
Contact us through the form below or give Jenni a call.
