SPRINT RETENTION & CX™
Align your promise and experience
in few days
Promise ≠ experience = noisy growth with little incremental impact
The customer experience reality
Frictions that break conversion
Promise ≠ experience: brand messaging not lived in the customer journey.
Web/mobile frictions that break conversion; first purchase without repeat.
Result: noisy growth (promotions) with little incremental impact.
What you want: Align brand DNA with CX to increase conversion & repeat purchase.
Our approach
CX-Revenue™ Audit in 5 steps
Align your brand DNA with customer experience
to boost conversion & repeat purchase.
Prerequisites:
To conduct a thorough analysis of retention, acquisition, and media performance, access to your main web analytics tools, e-commerce platform, and advertising platforms is required.
1
Promise vs. proof analysis
Coherence audit
Gaps identified
2- 3
Mystery shopping
End-to-end journey
Web, mobile, service
4
Top 3 frictions
Estimated cost
Impact prioritization
5
Testable fixes
Defined metrics
A/B protocols
RESULTS
Actionable deliverables
Estimated impact
Prioritized solutions
Deliverables
What you get:
Gap report: promise vs. experience
Detailed analysis of gaps between your brand promise and the actually lived experience
Top 3 frictions with estimated cost
Identification of major friction points with quantified financial impact and prioritized solutions
A/B protocols
Ready-to-launch tests to quickly validate CX optimization hypotheses
Tracking dashboard
Key metrics and KPIs to measure optimization impact on conversion and retention
Typical results
Measurable and rapid gains
Direct impact on your key metrics: conversion, retention and customer satisfaction.
Measurable results from the first weeks of implementation.
On targeted journey
(+0.5 to +1.5 pt depending on context)
Increase in repurchase rate
(+3 to +8% promise→usage)
Reduction in avoidable contacts
(-10 to -20% depending on maturity)
Adapted to your context
For SMEs/scale-ups: Priority journey defined at D0, fast corrective actions.
For large enterprises: Committee-ready deliverables (MCO, risks, projects), multi-stakeholder steering.
Ready to align promise and customer experience?
Compatible with SMEs/Scale-ups and large enterprises
Prerequisites:
To conduct a thorough analysis of retention, acquisition, and media performance, access to your main web analytics tools, e-commerce platform, and advertising platforms is required.
References
[1] Deloitte Digital — “Milliseconds Make Millions” (2019/2020)
https://www2.deloitte.com/uk/en/insights/industry/technology/milliseconds-make-millions.html
[2] Think with Google — “Find out how you stack up to new industry benchmarks for mobile page speed” (1→3s = +32% bounce probability)
https://www.thinkwithgoogle.com/marketing-strategies/app-and-mobile/mobile-page-speed-new-industry-benchmarks/
[3] Baymard Institute — Cart Abandonment Rate (~70%) & Checkout UX research
https://baymard.com/lists/cart-abandonment-rate
https://baymard.com/research/checkout-usability
[4] McKinsey — “Next in Personalization 2021” (+5–15% revenue)
https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/next-in-personalization-2021
[5] Litmus — “The ROI of Email Marketing” (~36–40:1)
https://www.litmus.com/blog/email-marketing-roi/
[6] McKinsey Global Institute — “A Future That Works: Automation, Employment, and Productivity” (2017)
https://www.mckinsey.com/featured-insights/employment-and-growth/automation-what-the-future-of-work-will-mean-for-jobs-skills-and-wages
[7] Forrester — Total Economic Impact (RPA/DPA) case studies
https://www.forrester.com/teistudies/