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 get-go.
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.