• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Driving Customer Loyalty - Tim Suther, Loyalty Expo 2012 #LE360
 

Driving Customer Loyalty - Tim Suther, Loyalty Expo 2012 #LE360

on

  • 1,292 views

"Driving Customer Loyalty: Making Every Interaction Count." Acxiom and Loyalty360 proprietary research findings. Presented by Tim Suther, Acxiom Chief Marketing Officer, at Loyalty Expo 2012.

"Driving Customer Loyalty: Making Every Interaction Count." Acxiom and Loyalty360 proprietary research findings. Presented by Tim Suther, Acxiom Chief Marketing Officer, at Loyalty Expo 2012.

Statistics

Views

Total Views
1,292
Views on SlideShare
1,290
Embed Views
2

Actions

Likes
1
Downloads
2
Comments
2

1 Embed 2

http://us-w1.rockmelt.com 2

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

CC Attribution-NonCommercial-ShareAlike LicenseCC Attribution-NonCommercial-ShareAlike LicenseCC Attribution-NonCommercial-ShareAlike License

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

12 of 2 previous next

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Driving Customer Loyalty - Tim Suther, Loyalty Expo 2012 #LE360 Driving Customer Loyalty - Tim Suther, Loyalty Expo 2012 #LE360 Presentation Transcript

    • DRIVING CUSTOMER LOYALTY:MAKING EVERY INTERACTION COUNTACXIOM & LOYALTY 360 PROPRIETARY RESEARCH FINDINGSLOYALTY EXPO 2012Tim Suther, Acxiom Chief Marketing & Strategy OfficerMarch 18-20, 2012© 2012 Acxiom Corporation. All Rights Reserved.
    • SURVEY METHODOLOGY ANNUAL REVENUE TITLES <$10MM 22.5% C-level 14.0% VP or Director – Marketing 19.4% $11MM – 50MM 11.6% VP or Director – Sales 6.2% $51MM - $100MM 4.7% VP or Director – Operations/IT 3.1% $101MM – 500MM 17.1% Manager – Marketing 29.5% >$500MM 44.2% Manager – Sales 5.4% Manager – Operations/IT 4.7% HR 1.6% SAMPLE SIZE Other 16.3% 129 FOCUS RESPONDENTS Business to Business 27.9% Business to Consumer 37.2% Both 34.9%
    • MOST FIRMS UNDERINVEST IN RETENTION What % of employees are currently What % of marketing is dedicated dedicated to customer retention? to customer retention? 70% ALLOCATE 60% SPEND <20% EMPLOYEES <20% BUDGET FOR RETENTION ON RETENTION What challenges do you face regarding What are your budget plans for retention data access in your organization? over the next two years? 52% - BUDGET 49% - IT SUPPORT 58% PLAN TO INCREASE 48% - RIGHT TOOLS
    • UNDERINVESTMENT CREATESSUBOPTIMAL INSIGHTS & SYSTEMS Measures in Use Inconsistent Views to Members RFM: 64% CENTRAL ACCESS: 35% CLV: 51% 360° VIEW: 41% NPS: 34% Poor Use of Emerging Signals Leading to Mixed Results NO PLANS TO COLLECT:OFFBRAND BEHAVIOR: 51% NO RESULTS FROM ANALYTICS: 30% ONLINE: 30% RETENTION IS WORKING: 49% SOCIAL: 39%
    • THIS SHOULD DEEPLY CONCERN ALL OF US IN THE ERA OF THE EMPOWERED CONSUMEREmpowered consumers have unlimited choice & information> Disrupts brands, loyalty, pricing, marketing, advertising.> New strategies are required. 5
    • WHAT RETENTION MARKETERS WANT MOST IMPORTANT OUTCOMES TO IMPROVE RETENTION UNDERSTANDING CUSTOMER ATTITUDE/BEHAVIOR: 32% IMPROVING THE CUSTOMER EXPERIENCE: 25% CREATING MORE RELEVANT MESSAGES: 21% ANTICIPATE CUSTOMER NEEDS: 13% MOST IMPORTANT MODELS TO HELP WITH CUSTOMER ENGAGEMENT ATTITUDE/BEHAVIOR 59% BRAND AFFINITY 46% PRODUCT PROPENSITY 41% CHANNEL PREFERENCES 41%
    • RECOMMENDATIONS> Cultivate your proprietary insights> Leverage the intersection of insights> Think inside out> And outside in> Trust & transparency 7
    • THANK YOU.© 2012 Acxiom Corporation. All Rights Reserved.