Customer Experience & Retention Strategy

Pro

Juliana E. Escaleira

Starting at

/hr

About this service

Summary

I design customer experience and retention strategies that turn first-time buyers into loyal customers. By analyzing the customer journey, behavioral data, and engagement points, I develop tailored solutions that enhance satisfaction, increase lifetime value, and drive long-term business growth. My approach ensures brands build strong, meaningful connections with their customers, leading to higher retention rates and increased revenue.

Process

Step 1: Discovery & analysis

Conduct an in-depth assessment of the current customer journey

Identify key pain points and opportunities for improvement

Gather insights through data analysis, customer feedback, and competitor benchmarking

Step 2: Strategy development

Define retention goals and customer engagement tactics

Create personalized loyalty and retention strategies

Develop automated workflows for customer nurturing (email, SMS, etc.)

Step 3: Implementation & optimization

Set up necessary tools and automation systems

Align customer support and communication strategies with retention goals

Establish monitoring systems for ongoing performance tracking

Step 4: Performance measurement & refinement

Track and analyze key retention metrics (churn rate, LTV, repeat purchase rate)

Conduct A/B testing and customer sentiment analysis

Provide actionable recommendations for continuous optimization

Step 5: Final handover & next steps

Deliver all strategy documents, templates, and dashboards

What's included

Customer journey mapping
A comprehensive mapping of the customer experience is carried out across all touchpoints, identifying friction areas and improvement opportunities. Based on these insights, strategic recommendations are provided to increase engagement and overall satisfaction.
Retention strategy framework
A tailored retention strategy is developed, including loyalty program structure, engagement initiatives, and automated email or messaging workflows designed to nurture long-term customer relationships.
Customer insights & behavioral analysis
Behavioral data is analyzed to identify patterns, pain points, and segmentation opportunities. This enables the creation of personalized experiences and provides recommendations to improve customer lifetime value (LTV).
Customer support & feedback systems
Feedback systems are implemented to collect actionable insights, and support channels are optimized for better responsiveness. Guidelines and materials are also provided to enhance customer service quality.
Performance tracking & reporting
A performance monitoring framework is established, featuring key retention metrics and industry benchmarks to enable continuous analysis and optimization of applied strategies.

Example projects