Did you know that almost half (48%) of page views are anonymous? I suppose this wouldn’t be so concerning if it didn’t result in 13% anonymous purchases.
Can a better user experience disrupt an industry? I don’t mean digital-only experiences like Angry Birds or FarmVille, but industries with physical assets and high marginal costs like taxis and 200,000 square foot stores.
Customers typically go through a series of lifecycle phases including prospect, acquisition, cross-sell, fading, churn (a.k.a. attrition), and reactivation (a.k.a. win-back). In subscription-based products like cable TV and magazines, churn is well-defined: if the don’t renew then they churned.