Increasing Loyalty through Customer Experience
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Increasing Loyalty through Customer Experience

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A talk first delivered to the Customer Experience Transformation in Retail conference in February 2014 (IQPC). Exploring the link between Customer Experience and Loyalty.

A talk first delivered to the Customer Experience Transformation in Retail conference in February 2014 (IQPC). Exploring the link between Customer Experience and Loyalty.

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Increasing Loyalty through Customer Experience Increasing Loyalty through Customer Experience Presentation Transcript

  • Martin Dowson Increasing Loyalty through Customer Experience
  • (c) wysz @ flickr Exceptional Experiences Driving Loyalty?
  • What is Loyalty View slide
  • Blind Devotion View slide
  • ‘Til Death Do Us Part
  • Define Loyalty
  • Consider
  • Trust
  • Forgive
  • All industries have gaps to fill http://experiencematters.wordpress.com/2012/12/03/what-is-loyalty-and-is-it-dead/
  • Experience does lead Loyalty CX Leaders Outperformed Laggards by 26 19.5 13 6.5 0 NPS Loyalty Trust http://experiencematters.wordpress.com/2013/11/26/temkin-experience-ratings-correlate-to-loyalty/
  • Unexpected Loyalty Under/Over Performance on Loyalty vs CX Rating 18 13.5 9 4.5 0 -4.5 -9 -13.5 Apple BMW USAA Sears http://experiencematters.wordpress.com/2012/11/29/companies-dont-earn-the-loyalty-their-cx-deserves/
  • Loyalty Drivers Customer Mobility Service Expectations Emotionality Product Quality Clear Alternatives Product Fit Commodity Market
  • Everyone in the organisation has a part to play
  • The Journey to Loyalty
  • The Journey to Loyalty Delight Your Customers Differentiate The Experience Consistently Deliver The Experience Years Loyalty Fix the Basics
  • The Journey to Loyalty Delight Your Customers perceived value of an experience Differentiate The Experience Consistently Deliver The Experience Fix the Basics consistently positive emotional experience physical attributebased satisfaction
  • Creating Memories
  • The Customer Led Organisation Drives Loyalty
  • The Customer Led Business http://experiencezen.com/?p=170
  • The Customer Led Business http://experiencezen.com/?p=170
  • The Customer Led Business http://experiencezen.com/?p=170
  • Delivering Happiness
  • Reverse Thinking
  • Reverse Thinking
  • Martin Dowson CXPA Board of Ambassadors CX Director @ Comotion Blogs @ ExperienceZen.com Connect @ uk.linkedin.com/in/thecxguy/ martin.dowson@comotional.com