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Customer Experience from Competitive ADDvantage
 

Customer Experience from Competitive ADDvantage

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Customer Experience presentation from Competitive ADDvantage, focused on the benefits of providing a great customer experience. A great experience will achieve a competitive advantage for any ...

Customer Experience presentation from Competitive ADDvantage, focused on the benefits of providing a great customer experience. A great experience will achieve a competitive advantage for any organisation, whereas a poor experience can damage a \'brand\'.

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    Customer Experience from Competitive ADDvantage Customer Experience from Competitive ADDvantage Presentation Transcript

    • competitive ADDvantage ‘dare to be different’ totally customer centric  focused on elevating your business results Competitive ADDvantage - Dare to be different
    • What is Customer Experience? Customers will have an ‘experience’ We all have an ‘experience’ You can’t stop customers from having them Customer experiences happen everywhere Good experiences increase customer loyalty & results Bad experiences negatively impact on business We can make the ‘experiences’ better Competitive ADDvantage - Dare to be different
    • Customer Experience is made up of… Our expectations Interacting with Our feelings a brand creates lasting Our interpretations experience which effects Our memories the perception of the brand. Our beliefs Think about you as a loyal customer, it’s probably not just about product or service. It’s about how they make you feel – the experience you have. Competitive ADDvantage - Dare to be different
    • Experiences happen everywhere… Every point of contact a customer has with your brand is called a ‘touch point’. Touch points are ‘gateways’ for customers to fulfil their goals. A poor experience at any touch point may see your customer going elsewhere. A good experience will mean they will continue their journey to complete their goal with you. Competitive ADDvantage - Dare to be different
    • Customer-Business Touch Points are… Your website Your branch or shop Your telephone system Your email support Your delivery function Your brochure – application form – instruction manual Each touch point your business offers should support the customer to reach their goal. Competitive ADDvantage - Dare to be different
    • A BAD customer experience leads to Lost Business 81% would stop doing business 69% would NEVER return Viral Detractors 74% tell others about poor treatment 20% have posted negative feedback online Operational Burden 61% have directly complained 37% have returned products Source: 2008 Customer Experience Impact Report (RightNow Technologies & Harris Interactive) Competitive ADDvantage - Dare to be different
    • A GOOD customer experience leads to Customer Acquisition 53% would recommend the organisation to others Repeat Business 52% would feel encouraged to spend more Sustained Business 50% will always/often pay more for better experience Source: 2008 Customer Experience Impact Report (RightNow Technologies & Harris Interactive) Competitive ADDvantage - Dare to be different
    • How does the customer ‘experience’ you deliver measure up? When did you last measure it? When did you last ask a customer? What do your competitors do? What do your customers say about them? Competitive ADDvantage - Dare to be different
    • Competitive ADDvantage - Dare to be different
    • Each ‘experience’ project is supported by a range of solutions designed to create a bespoke competitive ADDvantage Competitive ADDvantage - Dare to be different
    • Creating today’s Competitive Advantage is about daring to be different It will simply be the …… ‘Difference that makes the Difference’ that will determine who are our future winners and losers Competitive ADDvantage - Dare to be different
    • To start the process of differentiating your service or proposition is just an initial contact.. It’s free to talk but the rewards could be huge Want to know T: +44 [0]7595 496847 or +44 [0]7808 062009 more or how? E: mike@competitiveaddvantage.co.uk or You can contact kelvin@competitiveaddvantage.co.uk us at: www: www.competitiveaddvantage.co.uk Competitive ADDvantage - Dare to be different