Creating Customer Advocates
Have you ever felt the following? <ul><li>With so many competitors in the market,  differentiating  is becoming a little c...
Have you ever felt the following? <ul><li>You had a better  value proposition   for the Customer, still he/she went to the...
Have you ever felt the following? <ul><li>Customer Satisfaction levels seem under control and still you see  customer chur...
Have you ever felt the following? <ul><li>Silos in the organization are in way of delivering a  wholesome Customer Experie...
Do you know? <ul><ul><li>For every Customer complaint, there are 26 others that remained silent </li></ul></ul><ul><ul><ul...
Do you know? <ul><ul><li>84% people are willing to pay more for a superior  Customer Experience </li></ul></ul><ul><ul><li...
A few questions <ul><ul><li>Are your customers just about satisfied, happy, delighted or  advocates  of your organization?...
A few questions <ul><li>Does your Customer Satisfaction survey includes all Customer  touch-points ? </li></ul><ul><li>Do ...
<ul><li>If you would like to know more on- </li></ul><ul><li>How to map Touch-points? </li></ul><ul><li>How to differentia...
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Customer Experience

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Customer Experience Management helps in converting your customers into advocates.

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  • http://www.articlesfactory.com/articles/business/5-ways-to-keep-your-customers-coming-back-for-more.html Temkin Research
  • Customer Experience Impact Report Harris Intercactive
  • Customer Experience

    1. 1. Creating Customer Advocates
    2. 2. Have you ever felt the following? <ul><li>With so many competitors in the market, differentiating is becoming a little challenging </li></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    3. 3. Have you ever felt the following? <ul><li>You had a better value proposition for the Customer, still he/she went to the competitor </li></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    4. 4. Have you ever felt the following? <ul><li>Customer Satisfaction levels seem under control and still you see customer churn </li></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    5. 5. Have you ever felt the following? <ul><li>Silos in the organization are in way of delivering a wholesome Customer Experience </li></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    6. 6. Do you know? <ul><ul><li>For every Customer complaint, there are 26 others that remained silent </li></ul></ul><ul><ul><ul><ul><li>Customer Satisfaction ≠ Customer Loyalty </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Customer Loyalty ≠ Customer Advocacy </li></ul></ul></ul></ul><ul><ul><li>86% customers quit doing business with a company after a bad experience </li></ul></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    7. 7. Do you know? <ul><ul><li>84% people are willing to pay more for a superior Customer Experience </li></ul></ul><ul><ul><li>55% of Customers are willing to recommend a company because of great experience , not because of the price or product </li></ul></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    8. 8. A few questions <ul><ul><li>Are your customers just about satisfied, happy, delighted or advocates of your organization? </li></ul></ul><ul><li>How many of your customers will recommend you to their friends? </li></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    9. 9. A few questions <ul><li>Does your Customer Satisfaction survey includes all Customer touch-points ? </li></ul><ul><li>Do you know which of these touch-points are causing maximum pain ? </li></ul><ul><li>Do you know which of these touch-points can make or break your relationship ? </li></ul><p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    10. 10. <ul><li>If you would like to know more on- </li></ul><ul><li>How to map Touch-points? </li></ul><ul><li>How to differentiate your Customer Experience? </li></ul><ul><li>How to turn customers into your sales-force? </li></ul>do get in touch @ [email_address] <p><a href=&quot;http://www.freedigitalphotos.net&quot;>Image: FreeDigitalPhotos.net</a></p>
    11. 11. Thank You!
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