Will Laurenson, Customers Who Click: Why customer feedback might be more informative than data

On this episode of Retention Chronicles we are joined by Will Laurenson of Customers Who Click and he is an expert on conversion rate optimization (CRO). He works with ecommerce brands to reduce customer acquisition and get a higher return on their spending but to also get more customers through the door, increasing their average order values (AOV) and lifetime value (LTV). By listening you’ll obviously hear about CRO but we go into so many cool topics surrounding CRO because as Will points out, it isn't just about conversions but so much more. We’ll chat about various tests you can run for areas like free trials, marketing copy, customer pain points, CTAs, and returns policies. We also talk about sending helpful content to your customers and why customer feedback might be more helpful than data.

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Episode resources: Baymard Institute and GoodUI.org