Customer Experience & Retention Strategy by Juliana E. Escaleira

Customer Experience & Retention Strategy

Juliana E. Escaleira

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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
• Detailed mapping of the customer experience across all touchpoints • Identification of friction points and areas for improvement • Optimization recommendations to enhance engagement and satisfaction
Retention strategy framework
• Development of personalized customer retention strategies • Loyalty program design and engagement initiatives • Automated email and messaging workflows to nurture relationships
Customer insights & behavioral analysis
• Data-driven analysis of customer behavior and pain points • Segmentation strategies to tailor experiences and increase retention • Recommendations for improving customer lifetime value (LTV)
Customer support & feedback systems
• Implementation of feedback loops to gather actionable insights • Optimization of support channels to enhance responsiveness • Training materials or guidelines for customer service excellence
Performance tracking & reporting
• Key retention metrics and benchmarks

Skills and tools

Business Strategist

Customer Success Manager

Marketing Strategist