Extended order fulfillment times

[rifat28dddd]

One of our clients, a major supplier of metalworking equipment, was convinced that the problem of low sales was due to the ineffectiveness of advertising channels. CAC was growing by 5-7% quarterly, while conversion into deals was falling.

What we did:

Conducted a series of in-depth interviews with panama cell phone number list/ current, lost and potential clients;
We analyzed the entire customer journey from awareness of a need to a repeat purchase;
We delved into the processes of interaction between the sales department and leads.
What we found: The problem wasn’t traffic or lead generation. Audience research showed that the main reasons for losing customers were:

(22-47% longer than competitors);
Incorrectly specified delivery times by managers (in 50% of cases).
Thus, some respondents were openly dissatisfied with the delivery times and their quality, and one of the respondents abruptly refused to be interviewed due to the violation of the delivery deadlines.

As a result, after the insight we found, we were able to increase conversion into repeat sales by 20%, and NPS grew from -12% to 48% in 6 months.

Another common example is growth through pain: "Everything works somehow for us, why do we need to research anything?" As they say, don't touch it, it will smell less. And the business lives, but every new client costs more and more every month. Why? Because this is not systemic growth, but survival on tactical decisions. You buy the most expensive product every time (due to urgency).