Upselling and cross-selling
Upselling is the act of encouraging users to purchase products or services of a higher rank than the ones they are currently purchasing. It is effective to recommend a more expensive and superior service to customers than the products or services they are currently using, and have them change their contract. By austria cell phone number list utilizing this technique, the average sales revenue of the customer will also increase.
On the other hand, cross-selling is the movement to encourage the purchase of related products and services by linking them with the product or service the user is about to purchase. Cross-selling differs from upselling in that it notifies customers of paid options to enhance the effectiveness of the product or service they are currently using, encouraging additional purchases. If upselling and cross-selling are successful, the purchase price per customer will increase, and ARPA and overall sales will also improve.
Customer loyalty refers to the degree of attachment a user has to a product or service. If customer loyalty is high, it is assumed that the user likes the product or service, and there is a high possibility that the frequency of purchases and the unit price of purchases will also increase. In order to improve customer loyalty, it is necessary to consider improvements based on word of mouth when using the product and to improve post-purchase support.
By carrying out these activities, customer loyalty will increase and ARPA will rise, leading to satisfactory results.
What is the customer loyalty index "NPS"?
"NPS" is an indicator used to evaluate customer loyalty, known as the "Net Promoter Score." By using NPS, you can understand the degree of customer attachment to products and services.
A specific way to measure the index is to conduct a customer survey in a scale of 0 to 10. For
example, you can present a survey in the form of a question such as "Would you recommend this product to someone?" and measure the NPS depending on the numerical answer. You can then grasp the overall trend by categorizing 0-6 points as "negative," 7-8 points as "neutral," and 9-10 points as "recommended."
Furthermore, you can calculate a clear FPS by subtracting the negative percentage from the positive percentage.
If there are 30 positive opinions and 50 negative opinions, the formula for calculating NPS is
・30－50＝－20
The value is measured.
In this way, measuring a clear NPS that is in line with user intent will increase customer loyalty and lead to an improvement in ARPA.