Why Business Strategy, Goals & Culture Boost Customer Conversion

Published On: Sunday 16th October 2022

The cost of living issues continue to mount and consumers continue to feel the pressure. But it’s not all doom and gloom. Against this backdrop, many organisations do thrive. They stop focusing on what they can’t control and double down on what they can control.

This is the first in a 6 part series, with the objective to help you to boost customer conversion for your leadership team, for your employees and for your customers.

The 6 steps to boost customer conversion is grounded in data, technology and actionable insight, with a relentless pursuit for customer centricity.

Hexdon’s approach is proven to work – we’ve delivered success and refined our approach over the years.

Let’s dive in.

Part 1 – Business Strategy, Goals & Culture

Increasing customer conversion is a team sport. It requires all teams and all team members to be aligned and engaged, working towards the same goals. This is why business strategy, goals and culture is a critical component to boost customer conversion.

Business Strategy

When customer conversion goals are aligned to the business strategy, everyone plays a part. From the board and c-suite to their teams that reach the edge of the organisation – everyone working towards the same goals means that the business is more efficient and everyone wins. An example of this is through the lens of your company data asset. Only when the data strategy is aligned to the business strategy, can the business run optimally.

Goals are key to customer conversion

What are your customer-focused goals and KPI’s? How are your teams measured on their performance – do they focus on achieving these specific goals? If we align bonuses to these goals, what’s in it for the customer is what’s in it for the team. This is intrinsic motivation and the 101 of behavioural psychology.

Culture eats strategy for breakfast

When business strategy and goals are clear, it’s the culture of the organisation in the everyday that supports meaningful results. This means people, process, systems & data are in tune and aligned.

Culture eats strategy for breakfast

Peter Drucker

Today, culture is broadly defined as: the beliefs and behaviours that determine how a company’s management, employees and customers interact together.

It’s the vision and values of the business, the goals and objectives and the activities that take place by team members, along with a great culture – “the way things are done around here” that helps the organisation to achieve success.

Final thoughts

Business strategy, Goals and Culture are foundational to increasing customer conversion.

One step you can take right now to improve customer conversion is this.

Take the business vision and mission. Add it to every presentation where you’re talking about your customers and commercials. Whether that’s data, marketing, operations, finance, customer services or another business area, punch home your grounding principle, backed by customer insight. Before long you’ll be seen as the one that inspires change.

At Hexdon, we see customer data as an investment. We help clients to draw meaningful and actionable insight. And we put value in improving the customer experience to deliver revenue and business value.

If you’d like to discuss how to boost customer conversion for your organisation, contact us for a friendly chat.

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