02 | Eliminate friction.
You know the saying, “You never get a second chance to make a first impression.” The first moment your audience pulls up a chair — or, more likely, a mobile device — to engage with you, it’s likely with an enrolment experience. So it has to be great from the start.
The best experience makers identify friction points and transform them into opportunities. And they manage their communications and forms from a single, centralised system, making it easy to refine and streamline the customer journey at every single touchpoint.
You can too. Do it right and you’ll build a feedback loop of personalising, connecting, selling, cross-selling and nurturing a lifelong relationship. Harvard Business School found that just a 5 per cent increase in customer retention could lead to an increase in profits from 25 to 95 per cent.