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Understanding the customer lifecycle is extremely important for any brand, but brands that cater to customers with longer lifecycles need to pay special attention. Loyalty can be harder to come by for these types of brands, so they need to differentiate themselves to retain their customers. For Eyes, an emerging and distinctively unique optical retailer, has begun to focus on creating stronger customer experiences to meet this challenge.
In a session at Loyalty Expo 2019, Jose R. Costa, CEO of For Eyes, will discuss how his company is working to understand the customer lifecycle in the optical retail space and to offer the stronger experiences necessary for customer retention. He will also define customer loyalty, discuss competition, describe the industry value proposition, address personalization and company culture, and advise on how to deal with changing customers.
Key Takeaways:
- Use triggers to remind customers with long lifecycles to come back
- Use technology to retain customers with long lifecycles
- Customer loyalty means satisfying a need and having a transparent value proposition
- Drive the customer experience with technology
- Personalize both products and communications
- Establish company culture around a vision statement