How to maximize your sales by enhancing your customer experience

How to maximize your sales by enhancing your customer experience Sales Performance Conference September 17th and 18th 2009 Audrey Martin Business Development Manager

Innovative strategies to reduce costs

E-commerce and visual communication to boost ROI

Best practices through case studies

Table of contents

During an economic downturn…

Innovation impacts on cost-efficiency and sales " A process innovation is the implementation of a new or significantly improved production or delivery method. This includes significant changes in techniques, equipment and/or soft ". Source: OECD Oslo Manual Necessity to cut costs and stop revenue decline 1. I nnovative strategies to reduce costs

A majority of executives consider that innovation is critical Source: Saugatuck Technology Inc. and BusinessWeek Research Services C-Team Study (2006)

Drivers of innovation Source: Capgemini “Innovation Leader or Laggard?” (2009)

Customers become belligerent. Customers are increasingly intolerant of poor experiences and share their dissatisfaction.

Products and price are commodities. Customer experience and process innovation are the new differentiators.

2. E-commerce and visual communication to boost sales

E-commerce benefits in terms of costs and sales

Innovation must be customer-oriented

Customer experience maturity leads to competitive advantage Source: Peppers ans Rogers Group and SAS (2008)

Customers with good experiences consider purchasing more Correlation between high customer experience index and willingness to purchase again from the same provider Source: Forrester Research (2009)

But they don’t see uniqueness today Source: Allurent/Endeca (2008)

How to differentiate online? Product presentation is key to purchase decision New ways of improving online customer experience - Rich Media - Web 2.0 - Interactivity - Social networking Source: Nielsen Online “Mystery Shopping Surveys” (2008) - Pleasant colors - A user-friendly design and structure - Good quality pictures

Most effective product presentations Source: Adobe Scene7 Survey (2009)

Planned and deployed strategies Source: Adobe Scene7 Survey (2009)

Vin-malin.com Case