86% of buyers
will pay for a
78% of customers
have bailed on a
to poor experience
73% would consider
purchasing from a
brand again if they
had a superior
Even the CEOs are catching on:
In a recent IBM survey, 55% of the 4,138 interviewed said
customers were the single biggest influence on their strategy.
Have you done anything about it yet?
American Airlines said their new
logo was part of their focus on
But what about…
…the seating comfort?
…the great snacks? (no longer
free on most flights)
…the boarding practices?
…the mobile app functionality?
“The new look … is a strategic
improvement that is needed to improve
our customers’ overall experience… “
J.D. Power & Associates 2013 released its North
America Airline Satisfaction Study and
American Airlines was ranked second to last
in the traditional airlines category
(To ensure the privacy of our investigators we’ve used this
appropriate meme to best reflect our reactions.)
Market by all means.
Just don’t forget to
(For more customer memes see Fonolo blog.)
65% of customers find it frustrating when they come
across inconsistent offers, experiences or treatments
through different channels when shopping for the
same product or service.
can be managed
(Source: Watermark Consulting 2013 Customer Experience Study)
A customer-centric culture needs an
Motivational posters on the wall don’t cut it!
It’s up to the leader to…
Keep things in perspective for
employees, stakeholders, and
Include a customer advocate
in every meeting
Reward long-term customer
retention and loyalty, NOT just
short-term customer acquisition
Communicate the brand
promise EVERY DAY
User experience and
parts of the
Good technology is simpatico with humans.
was rated one of
the top 50
“for making apps
smarter and more
(picture via fastcompany.com)
Forgot your password?
Again and again?
Podio gets it.
They care and know tea
is comforting for the
Customer experience encompasses...
IT IS A
a number of
on Call-ToAction for
button is too
Humans are emotional creatures who experience unexpected
twists and turns during the journey
our customers are not part of an assembly line!
The journey is a jungle gym.
Understanding your customer's true journey
is the foundation to great customer
Time to invest in journey mapping.
Go low tech –
Post its, whiteboards, etc.
Or go high tech –
There are lots of simple and
advanced tools available for
mapping and drawing.
What is a
T get you
is about the
(don’t sweat the small stuff)
This guy uses
about 2/3 of his
neurons searching for
The brain’s amygdala
“Positive experiences have to be
held in awareness for more
than 12 seconds in order for the
transfer from short-term
memory to long-term
memory to take place.”
-Rick Hanson, PhD.
The little things mean the most.
even donut holes!
Lou Mitchell’s is a famous Chicago
restaurant and bakery known for
handing out donut holes to
salivating customers waiting in line.
There’s even a whole TEDx talk about
sweating the small stuff!
Have you seen
Jeannie's TEDx talk
Jeannie Walters at TEDx
do not affect
workers grew two
and a half times as
much revenue as
those with low
GrubHub treats their
workers to a picnic!
employees erode an
Within the U.S. workforce,
Gallup estimates this cost
to the bottom line to be
more than $300 billion in
lost productivity alone.
must be awesome.
via social networks
have nearly doubled
from19% to 35%.
if there is little
or no competition.
Disruption is now the norm!
You've worked hard to help your business grow but your
customers can easily defect.
Don’t find yourself baffled when a disruptive company gets really good at stealing your
And if customers leave dissatisfied, they tell an average of 28 PEOPLE.
These companies once thought they had loyal customers, too:
You can do better.
What’s it in for you?
Be this 1%
1% of customers feel
consistently meet or
By not investing in customer experience, you
could be sabotaging your success and
missing out on the ROI of:
• Employee engagement
• Job creation
• Delighted customers
• Higher profits and productivity
• Fewer ruined days for your customers
(That’s actually our mission statement!)
Need help launching your own
customer experience investigation™?
Customer journey mapping
User experience analysis
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Join the CXI® Club! We’ll send you our newsletter and
keep you in the loop on our latest evidence.
The evidence in this presentation was gathered from
the following sources:
“18 Interesting Stats to Get You Rethinking Your Customer
Service Process” by Salesforce
Accenture 2013 Global Consumer Pulse Survey
Customer Rage Study via WP Carey ASU Business School
10 Stats to prove the “Importance of Customer Experience”
Watermark Consulting 2013 Customer Experience Study