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E-mail Marketing - Will you be a winner in the  experience economy?
 

E-mail Marketing - Will you be a winner in the experience economy?

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    E-mail Marketing - Will you be a winner in the  experience economy? E-mail Marketing - Will you be a winner in the experience economy? Presentation Transcript

    • E-mail Marketing
      Will you be a winner in the
      experience economy?
      Ivar Kroghrud, June 9th, 2011
    • E-mail Marketing
      Welcome!
    • Creating the winners of the experience economy
    • Program
      E-mail Marketing
    • E-mail Marketing
      Who are you?
    • Who are we?
      E-mail Marketing
    • E-mail Marketing
      QuestBack is themarket-maker for Enterprise Feedback Management software in Europe
      • EFM: Enterprise Feedback Management. A cornerstone of Customer Experience Management
      • Offices in 17 countries
      • 140 employees
      • 4.000 customers and 20.000 users across more than 50 countries
      • Pioneers within EFM – software for Customer Experience Management
      • #1 in Europe
    • What we believe in
      E-mail Marketing
    • We believe we are in an experience economy
      E-mail Marketing
      Commodity
      1-2 ¢/cup
      Goods
      5-25 ¢/cup
      Experience
      2-5 $/cup
    • E-mail Marketing
      2008
      2007
      “67% of respondents reported moving their business to other companies as a result of poor service in a variety of industry sectors, up from 59% in 2007”
      Accenture “High Performance in the Age of Customer Centricity”, 2008
    • E-mail Marketing
      2007
      2008
      2006
      “Those discontinuing business with a company after a negative customer experience jumped from 68% in 2006 to 80% in 2007 to 87% in 2008”
      RightNow U.S. Customer Experience Impact Report, 2008
    • E-mail Marketing
      2010
      2006
      “79% of consumers with a bad experience told others about it in 2010, up from 67% in 2006”
      Customer Experience Impact Report, 2010 by Harris Interactive
    • E-mail Marketing
      Your customers expect more
    • E-mail Marketing
      Your customers will tell more
    • E-mail Marketing
      Your customers will switch more
    • We believe that creating a superior customer and employee experience is the key to success in the Experience Economy
      E-mail Marketing
    • We believe that this requires a real-time understanding of customers and employees
      E-mail Marketing
    • We believe that actionable, event driven feedback and dialogue is the key to create a consistent superior experience
      E-mail Marketing
    • We believe this is a the most critical capability in order to succeed with Customer Experience Management
      This is the heart of ASK & ACT
      This is the heart of QuestBack
      E-mail Marketing
    • E-mail Marketing
      • Real-time feedback from customer interactions
      • Real-time reporting for managers
      • Real-time actionable alerts to employees
      • Automated, tailored dialogue with your customers
    • E-mail Marketing
      Feedback Management as basis for targetede-mailcampaigns
      AnalyseExtract reports
      CollectRun a Quest
      Follow upTake action
      • Directlyonresponses
      • Pre setinternalnotifications
      • E-mailMarketing activities
    • E-mail Marketing
      QuestBack Communicator«ACT»Start working with excellence!
      • Automated sales and customers care processes
      • Actionable and breaking insight as basis for email activities
      • Get more value from both Feedback Management and E-mail Marketing!