Eugene Cheang

[Eugene Cheang @byjinc]

Customer retention is the holy grail of growth.

But only 2% of companies do it well.

Here are 5 strategies to 2x your retention rate:

[Eugene Cheang @byjinc]

@Aazarshad ads

[Eugene Cheang @byjinc]

@jtwatkin @tracardi @NicholasZeisler @seatoncx @CxExcellence @AlexHyphen @jo_simcox @JoshOnCX @kkmett @jacobshields20 @tanujdiwan @ddu17 @AlexAllwood @rnanjad @knowledgebird @nktripathi101 We also use surveys and interviews to uncover insights about friction points along the customer journey. Other options we can try:

• Observe customers during the experience
• Experience it ourselves (e.g. mystery shopping)
• Draw inspiration from other companies/industries

[Eugene Cheang @byjinc]

@Jayyanginspires Happy birthday, Jay!

[Eugene Cheang @byjinc]

@KenPaulCarroll Good point, Ken. Taking this further, we should aim to form our own Medici network.

[Eugene Cheang @byjinc]

How to build a creative mind:

• Ask more questions
• Observe intensely
• Expand your network
• Experiment often

Pursue diverse information to power your imagination.

[Eugene Cheang @byjinc]

@VineetSinha Good reminder, Vineet. Get the results you want by playing the long game. Also to quote Adam Grant, "being a giver is not good for a 100-yard dash, but it's valuable in a marathon."

[Eugene Cheang @byjinc]

@polak_jasper @beehiiv Soaring high, Jasper!

[Eugene Cheang @byjinc]

@liammotivado Had a good laugh at this. Good one, Liam.

[Eugene Cheang @byjinc]

@VineetSinha Good one, Vineet.

[Eugene Cheang @byjinc]

@liammotivado Great addition!

[Eugene Cheang @byjinc]

@UliKuenzel What a whirlwind of events. Looking forward to see what Twitter will roll out in the coming months!

[Eugene Cheang @byjinc]

@GuilbaultRenee Resonate heavily with this thread. Thanks for sharing, Renee!

[Josh Viner @joshdviner]

Master marketing and you can monetize (practically) anything.

Bust most people don't know where to start.

Here are 13 podcasts that will teach you more about marketing than a four-year degree:

[Eugene Cheang @byjinc]

@joshdviner @liammotivado Thanks for sharing your list, Josh. Many new ones to dig into.

[Eugene Cheang @byjinc]

@Zbijelic @kevinrose Builders build! Looking forward to see more inventions from you, Zlatko.

[Eugene Cheang @byjinc]

@polak_jasper Congrats, Jasper. More great things await for sure!

[Eugene Cheang @byjinc]

@kennysmithnanic I feel you, Kenny. 😂 It can feel especially draining for me too, as I try to work productively with different team dynamics at every firm I go to.

[Eugene Cheang @byjinc]

Experience design is 10% strategy, 20% systems, and 70% stakeholder management.

[Mostpopular @Mostpopul]

Everybody worried about consumers acquisition, so few about retention.

And yes, loyalty programs play a critical role to overall brand and customer experience.

[Eugene Cheang @byjinc]

@VineetSinha @KenPaulCarroll Absolutely!

[Eugene Cheang @byjinc]

@liammotivado Interested to learn how you'd design a sales pitch.

(Perhaps a thread for another day...)