FSI- Claim the Customer Experience Now
 

FSI- Claim the Customer Experience Now

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FSI- Claim the Customer Experience Now FSI- Claim the Customer Experience Now Presentation Transcript

  • 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%
  • 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 Likelihood to switch business to a competitor
  • 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