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Customer Experience
 

Customer Experience

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Customer Experience Management helps in converting your customers into advocates.

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 Customer Experience Presentation Transcript

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