Do you really know your potential clients? What are their key preferences, behaviors and their fundamental motives for purchasing? What is their “buyer’s journey” like? What is their underlying customer typology? Are you doing everything possible to attract and serve these different segments based on their buying motives and key preferences? Are your customers really satisfied with their shopping experience? What is their degree of loyalty? By the way, do you know what factors generate customer loyalty for your business? And what about those who are not your customers, do you know exactly why they shop elsewhere? Do you know if you could find a cost-effective way to capture them?

One hundred percent of companies quoted on the stock exchange utilize tools and systems to monitor customers’ shopping experience and their satisfaction. With these tools, they are able assess the ratio of prospects that convert to customers, how much of the competition they capture, and what customers they attract into loyalty programs.

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