Getting to the Heart of your Customer
•
0 likes•541 views
Lynn Olson, Vice President of Sales and Marketing at Performance Technology Partners, discussed how an organization can build customer loyalty during a Thought Leadership Spotlight Presented by Technology Partners at the 2015 Customer Care Leadership Forum in Dallas on Feb. 26. In her presentation, “Get to the Heart of Your Customers to Build Loyalty And Increase Share of Wallet,” Olson noted that building customer loyalty can help an organization boost its revenues simultaneously.
Recommended
Recommended
More Related Content
Similar to Getting to the Heart of your Customer
Similar to Getting to the Heart of your Customer (20)
More from Argyle Executive Forum
More from Argyle Executive Forum (20)
Recently uploaded
Recently uploaded (20)
Getting to the Heart of your Customer
- 1. Presented by: Lynn Olson,VP of Sales and Marketing PerformanceTechnology Partners (PTP)
- 3. 3 Less LoyalSomewhat Loyal etailer/ ecommerce Government Have to be Loyal Bricks and Mortar
- 4. 4
- 5. 5 status, product loyalty program, personalization, convenience easy, convenience service, price consistency, youth, community consistency, preference
- 6. 6 People will forget what you said. People will forget what you did. People will never forget how you made them feel. Dr. Maya Angelou
- 7. 7 • Street Smart • Skeptical • Pragmatic • Confident • Savvy • Latent Narcissism • Idealists at heart • $400B spend Boomers 49-68 Gen X 34-48 Millennials 20-33 • Self- Assured • Creators • Pessimistic Generation Z <20 25.9%24.5%15.4%23.6%
- 8. 8 “Earning the GenY’s love can be the key to billions – some say trillions – of dollars in buying power.” Quirk’s Research, February 2014
- 10. 10
- 11. 11 Factor Objective Considerations Personalization It’s about the customer Profile Channel of choice Visibility across all interactions Omni-Channel Engagement Make the connection Next IssueAvoidance Responsiveness CustomersTime Listen and react Perception Brand Differentiation Why do they buy? Relationship Customer Preference Affinity Routing Emotion Make Connections Boomers and GenY Self-Sufficient Leverage SharedValues Crowd Sourcing Effortless Make your best friend Typically one chance Are you loyal? Recognition Give back (e.g. loyalty program)