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7 Key Takeaways Europe’s Customer Festival 2013 - CustFest

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We went to London for the Europe's Customer Festival and we brought back 7 takeaways around the themes of the conference: Loyalty (understand, engage and retain your customers), Big Data (gain …

We went to London for the Europe's Customer Festival and we brought back 7 takeaways around the themes of the conference: Loyalty (understand, engage and retain your customers), Big Data (gain insights by understanding behavior), Omni Channel (create a seamless experience online and offline) and Total Payments (the moment of payment is critical to a customer experience strategy).

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  • 1. 7 Key Takeaways Europe’s Customer Festival 2013 #CustFest 16-17 September 2013, London Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com
  • 2. Loyalty Omnichannel Source: Terrapinn, Europe’s Customer Festival, London 2013 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com Total Payments Big data Relax In The Air
  • 3. Loyalty Omnichannel Total Payments Big data Loyalty on the go... at any touchpoint Consumer wants to connect to brands via mobile phones: 37% of consumers would be interested in participating in a mobile customer loyalty program from a brand they trust. Loyalty comes from building a relationship. Relationships evolve. Source: HipCricket 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com Relax In The Air
  • 4. Loyalty Omnichannel Total Payments Big data Wondering how to run a commercially viable and profitable loyalty program? Manage dilution and avoid losing money. Easyjet reboosted its loyalty: From adds-on services that lose value at the gate to long-term membership that rewards customers and builds a consistent recurrent income for the company. Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com
  • 5. Loyalty Omnichannel Total Payments Big data At a basic level what do customers really want? Experience, again. How have these needs been met throughout time? Choice Value Experience Source: AIMIA Convenience Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com
  • 6. Loyalty Omnichannel Total Payments Businesses offer products and services that lead to an holistic experience that spans from searching, choosing, buying, using to advocating (or not). From the website or from the shop floor, provide your customers, employees and partners with a valuable, effective and seamless experience at any touchpoint. Big data Service Experience (SX) Customer Experience (CX) User Experience (UX) Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com
  • 7. Loyalty Omnichannel Total Payments Big data Showrooming - when consumers stroll around in shopping mode - is more about research and testing than price comparison. ‘‘ Showrooming is becoming more prevalent on our high streets, an outcome of the recessionary woes and consumers are continually looking for ways to make their money to go further. To combat this, the retailer needs to take the fight to the shop floor by using the same technology to counter the e-retails onslaught.’’ – Mark Prior-Egerton Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com
  • 8. Loyalty Omnichannel Total Payments Big data Don’t let data mining turn into data dredging Myth Data is the secret to success Reality Data is ‘‘just’’ another competitive edge Size matters Value of data beats volume Data is free But using it definitely isn’t Computers replace analysts Computers enhance value of analysts Source: AIMIA 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com Relax In The Air
  • 9. Omnichannel Total Payments Big data Photo courtesy: http://harperreed.com Loyalty ‘’Look for answers in your data, don’t ask questions with it.’’ – Harper Reed Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com
  • 10. Keep in touch Relax In The Air Relax In The Air Rue Vautier 16 CH-1227 Carouge hello@relaxintheair.com www.relaxintheair.com Relax In The Air 7 Key Takeaways from Europe’s Customer Festival 2013, London Brought to you by www.relaxintheair.com

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