technology
consumer electronics manufacturing
automotive
food & beverage
aerospace & defense
entertainment
metals industry...
think the answer
is to become a
trusted advisor?
who do customers trust?
people
like them

90%
who do customers trust?

brands

14%
•
•
•
authentic communication is required;
everything else is lip service
•
•
transactions

relationship

data

Money Maps
•

•
How customers perceive their
interactions with your company
Meets Needs
Easy

Meets Needs
Enjoyable

Easy

Meets Needs
Customer experience
correlates with loyalty
Customer experience
correlates with loyalty
Willingness to consider
another purchase
Customer experience
correlates with loyalty
Willingness to consider
another purchase
Likelihood to recommend
to a friend
Customer experience
correlates with loyalty
Willingness to consider
another purchase
Likelihood to recommend
to a friend
L...
September  2013  “The  Facebook Factor:  US  Online  Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited
September  2013  “The  Facebook Factor:  US  Online  Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited
September  2013  “The  Facebook Factor:  US  Online  Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited
September  2013  “The  Facebook Factor:  US  Online  Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited
September  2013  “The  Facebook Factor:  US  Online  Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited
September  2013  “The  Facebook Factor:  US  Online  Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
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FSI- Claim the Customer Experience Now

  1. 1. technology consumer electronics manufacturing automotive food & beverage aerospace & defense entertainment metals industry food manufacturing telecommunications consumer package goods pharmaceuticals energy consumer health companies brewing & spirits chemicals media banks 73% 70% 66% 62% 62% 62% 61% 61% 60% 60% 57% 57% 55% 54% 51% 50% 49%
  2. 2. think the answer is to become a trusted advisor?
  3. 3. who do customers trust? people like them 90%
  4. 4. who do customers trust? brands 14%
  5. 5. • • •
  6. 6. authentic communication is required; everything else is lip service • •
  7. 7. transactions relationship data Money Maps
  8. 8. • •
  9. 9. How customers perceive their interactions with your company
  10. 10. Meets Needs
  11. 11. Easy Meets Needs
  12. 12. Enjoyable Easy Meets Needs
  13. 13. Customer experience correlates with loyalty
  14. 14. Customer experience correlates with loyalty Willingness to consider another purchase
  15. 15. Customer experience correlates with loyalty Willingness to consider another purchase Likelihood to recommend to a friend
  16. 16. Customer experience correlates with loyalty Willingness to consider another purchase Likelihood to recommend to a friend Likelihood to switch business to a competitor
  17. 17. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  18. 18. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  19. 19. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  20. 20. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  21. 21. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  22. 22. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
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