One core thing I learned while consulting was diagnose and prescribe.
This basic two-step process was required whenever working with a client.
- Diagnose would look at what was going on and try to identify the root cause of the problem.
- Prescribe would then try to fix that problem.
Oftentimes clients would come to me wanting a specific prescription that would end up being wrong. They had a hunch, thought they understood their problem, or had someone tell them what their problem was.
The Problem (ha) with this was that without the diagnosis step, the fix wouldn't work or could even make things worse.
The most successful projects were from clients who were open to diagnosing first and then prescribing a fix.
The customer analysis in Repeat Customer Insights tries to complement this process.
The app could just analyze the dozen metrics and report them to you but that's just a glorified calculator. That would force you to do the entire diagnosis yourself.
Not fun and not what it does.
Instead it uses those metrics and tries to find gaps, patterns, and common issues. Effectively doing the diagnosis for you or at the least, saving you a lot of steps. Then the advice side gives relevant prescription options and examples.
The app will never be the best metric collector, but then again it was never meant to only collect metrics. Metrics alone are pretty worthless.
Repeat Customer Insights is to help you solve problems using its diagnosis and advice.
Eric Davis
Analyze your customer's behaviors before they defect
Your customers aren't yours forever. Some might have defected today, never to be seen again.
You need to analyze your customer behavior so you can reach them before they defect.