Building Trust Through Understanding Customer Use
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This document contains a collection of charts and graphs on various topics related to trust, customer experience, and technology. The charts show trends over time in areas like brand loyalty, perceptions of media bias, the growth of intangible assets in company value, and the shift from traditional marketing to more digital approaches. They demonstrate how trust in organizations has declined while trust in personal networks and search engines has increased, as well as how customer expectations have grown more complex with technology.
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Building Trust Through Understanding Customer Use
- 1. TRUST IN USE Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern October 22, 2015
- 2. Don’t forget it’s a diesel!
- 3. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 1986 1990 1995 2000 2005 2009 US Car Buyer Brand Loyalty Source: CNW Research
- 6. UK High-end estate agents are helping foreign criminals launder money through London properties … Reputable firms such as Winkworth, Chard, Domus Nova, Marsh & Parsons …
- 7. 0% 40% 100% 100% 60% 100% 230% 350% 480% 535% 0% 30% 40% 50% 60% 75% 100% 130% 220% 300% 0% 10% 20% 30% 50% 75% 95% 105% 110% 115% 3% 6% 9% 12% 15% 18% 21% 24% 28% 32% 0% 3% 6% 9% 12% 15% 18% 21% 24% 27% 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 HOW THE TOP 1% BECAME THE 1% CEO Pay S&P 500 Corp Profits Worker Pay Infla@on CEO PAY WORKER PAY, INFLATION STOCK MARKET PROFITS TYPE INCREASE CEO PAY 535% STOCK MARKET 300% PROFITS 115% WORKER PAY 32% INFLATION 28%
- 9. 93% 87% 74% 18-29 30-49 50+ Believe That The Media Is BIASED: 2015
- 10. 80% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Companies Customers A “Superior” Customer Experience? Brad TuFle, Customer Service Hell, 2011. Y! E! S! yes!
- 11. The Rules Have Changed for TradiOonal MarkeOng & Sales 80-90% of markeOng content plays no useful role in the selling process 70% of Business-to-Business buying process is completed before a buyer is willing to speak to Sales 63% of companies think sales and markeOng teams are misaligned on what customers want and need 18-24% of leads are contributed by MarkeOng Andy Markowitz, Lead Performance Marke@ng Lab at GE
- 12. 88% 9% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Online content influences decision making Trust vendor websites EXECUTIVE DISTRUST OF B2B VENDOR WEBSITES “The Content Connec@on To Vendor Selec@on” Chief Marke@ng Officer Council, 2014.
- 13. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 2012 2015 Verint, 2015! Loyalty: With a brand for more than 3 years! 85%! 60%!
- 14. 14© Customer Carewords Ltd. customercarewords.com 0% 10% 20% 30% 40% 50% 60% 70% 80% 2000 2005 2010 2015 Me & My Friends Vs Organizations Me & My Friends Organizations Source: Pew, Edelman, Gallup, Eurobarometer!
- 15. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 1975 1990 2000 2015 Intangible Assets Physical Assets Source: HBR! Company Market Value
- 17. Good Design Pays
- 18. Public We’ll never have enough designers! The opportunity 1 1000 Average IT Organization 1 in 100 Software Vendors 1 in 10 Consumer Experience
- 19. Public We’ll never have enough designers! The opportunity 1 1000 Average IT Organization 1 in 10 Consumer Experience 5,000,000 designers needed
- 20. 20© Customer Carewords Ltd. customercarewords.com
- 21. COMPLEXITY 2015!
- 23. SEARCH ENGINES NOW MOST TRUSTED MEDIA SOURCE!
- 25. At Google we say, “Focus on the user and all else will follow.”
- 27. dublin weather
- 30. 30© Customer Carewords Ltd. customercarewords.com
- 33. Meet the Google guys! Google News! Google Primes for Mobile Search Surge Google launches Google Ar@st Themes Google Lets AdWords Users Buy TV Ads Google Ads Street View To Driving Direc@ons Google looking to map the abyss Sergey Brin New Improved Search Google is delighted to announce the launch of our new improved search. It’s now even easier to search on our website. Read More WELCOME TO OUR WEBSITE!!
- 35. USE = TRUST! MEASURE USE!!
- 37. 37© Customer Carewords Ltd. customercarewords.com +353 87 238 6136 @gerrymcgovern gerry@customercarewords.com Thank you customercarewords.comWWW.