Introduction: Do You Make Me a Hero?
This chapter will show you how to:
1. Improve your ratio of repeat buyers
2. Address a high or increasing volume of inactive accounts
3. Decrease your churn rates
4. Improve your Net Promoter Score (NPS)
Most businesses think the customer journey finishes when the purchase is made. Thinking about what happens next has the power to elevate you simply because your competitors will not be thinking about this forgotten part of the overall customer experience (Figure 2.41).
Figure 2.41 The recommend or RIP milestone of the ADORE processTM
In Part I, we looked at the financial benefits of having ...
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