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Some interesting content on Customer Experience

Some interesting content on Customer Experience






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    Some interesting content on Customer Experience Some interesting content on Customer Experience Presentation Transcript

    • The Business Value Of Customer Experience
    • mobile social local Experiences happen anytime, anywhere, all day, every day
    • 86% of consumers will PAY MORE for a better Customer Experience.* *Source: Harris Interactive Customer Experience Impact (CEI) Survey, September 2011
    • “Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” What is Customer Experience? Source: http://en.wikipedia.org/wiki/Customer_experience
    • Consumer Value Intent, Expectation, Perception Understand What Matters Most To The Consumer
    • “ Understand me. Make it easy. Give me what I need. ” Do You Understand Your Customers?
    • 1. Moments Influence Attitude 2. Attitudes Drive Behavior 3. Behaviors Delivers Results Understand Consumer Behavior
    • The Customer Experience Lifecycle RECOMMEND PURCHASE 4 8 SELECT 3 BUY OWN Market & Sell Support & Serve 1 5 2 RESEARCH 6 NEED RECEIVE USE 7 MAINTAIN
    • The Moments Of Truth & Opportunity That Define The Experience Not all moments of interaction are equal
    • Behaviors Deliver Results Measurements of a Behavior • • • • • Conversion rate = Success in turning Shoppers into Buyers Loyalty = Satisfaction to buy again Advocacy = Sharing recommendations with others Churn = Leaving you to buy from someone else Self Service Rate = Adoption of web based support http://www.badgeville.com
    • Attitudes Influence Behaviors Change Attitudes To Change Behaviors • • • • • Conversion rate = Confidence I am making the right decision Loyalty = Belief that I continue to get value from you Advocacy = Credibility that I risk my personal reputation for Retention = Perception of unique, unmatched value Self Service Rate = Empowerment to self solve at own pace http://www.badgeville.com
    • Business Value Acquisition, Retention, Efficiency Understand The Business Impact
    • CX Value Equation – CARE CX = Acquisition + Retention + Efficiency A Acquisition (Increase Sales & Adoption) + R Retention (Build Trust & Strengthen Relationships) + E Efficiency (Reduce Costs & Effort)