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  • 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. think the answer is to become a trusted advisor?
  • 3. who do customers trust? people like them 90%
  • 4. who do customers trust? brands 14%
  • 5. • • •
  • 6. authentic communication is required; everything else is lip service • •
  • 7. transactions relationship data Money Maps
  • 8. • •
  • 9. How customers perceive their interactions with your company
  • 10. Meets Needs
  • 11. Easy Meets Needs
  • 12. Enjoyable Easy Meets Needs
  • 13. Customer experience correlates with loyalty
  • 14. Customer experience correlates with loyalty Willingness to consider another purchase
  • 15. Customer experience correlates with loyalty Willingness to consider another purchase Likelihood to recommend to a friend
  • 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. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  • 18. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  • 19. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  • 20. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  • 21. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited
  • 22. September  2013  “The  Facebook Factor:  US  Online  Youth” © 2013 Forrester Research, Inc. Reproduction Prohibited