The Business Value Of Customer Experience
mobile
social
local

Experiences happen anytime,
anywhere, all day, every day
86%

of consumers will
PAY MORE for a better
Customer Experience.*
*Source: Harris Interactive Customer Experience Impact ...
“Customer experience is the sum of all
interactions a customer has with a supplier
of goods or services, over the duration...
Consumer Value
Intent, Expectation, Perception
Understand What Matters Most To The Consumer
“

Understand me.

Make it easy.
Give me what I need.

”

Do You Understand Your Customers?
1.

Moments Influence Attitude

2.

Attitudes Drive Behavior

3.

Behaviors Delivers Results

Understand Consumer Behavior
The Customer Experience Lifecycle
RECOMMEND

PURCHASE

4
8

SELECT

3

BUY

OWN

Market & Sell

Support & Serve

1
5

2

R...
The Moments Of Truth & Opportunity
That Define The Experience

Not all moments of interaction are equal
Behaviors Deliver Results
Measurements of a Behavior
•
•
•
•
•

Conversion rate = Success in turning Shoppers into Buyers
...
Attitudes Influence Behaviors
Change Attitudes To Change Behaviors
•
•
•
•
•

Conversion rate = Confidence I am making the...
Business Value
Acquisition, Retention, Efficiency
Understand The Business Impact
CX Value Equation – CARE
CX = Acquisition + Retention + Efficiency

A
Acquisition
(Increase Sales
& Adoption)

+

R
Retent...
Some interesting content on Customer Experience
Some interesting content on Customer Experience
Upcoming SlideShare
Loading in …5
×

Some interesting content on Customer Experience

261 views

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
261
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Some interesting content on Customer Experience

  1. 1. The Business Value Of Customer Experience
  2. 2. mobile social local Experiences happen anytime, anywhere, all day, every day
  3. 3. 86% of consumers will PAY MORE for a better Customer Experience.* *Source: Harris Interactive Customer Experience Impact (CEI) Survey, September 2011
  4. 4. “Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” What is Customer Experience? Source: http://en.wikipedia.org/wiki/Customer_experience
  5. 5. Consumer Value Intent, Expectation, Perception Understand What Matters Most To The Consumer
  6. 6. “ Understand me. Make it easy. Give me what I need. ” Do You Understand Your Customers?
  7. 7. 1. Moments Influence Attitude 2. Attitudes Drive Behavior 3. Behaviors Delivers Results Understand Consumer Behavior
  8. 8. The Customer Experience Lifecycle RECOMMEND PURCHASE 4 8 SELECT 3 BUY OWN Market & Sell Support & Serve 1 5 2 RESEARCH 6 NEED RECEIVE USE 7 MAINTAIN
  9. 9. The Moments Of Truth & Opportunity That Define The Experience Not all moments of interaction are equal
  10. 10. Behaviors Deliver Results Measurements of a Behavior • • • • • Conversion rate = Success in turning Shoppers into Buyers Loyalty = Satisfaction to buy again Advocacy = Sharing recommendations with others Churn = Leaving you to buy from someone else Self Service Rate = Adoption of web based support http://www.badgeville.com
  11. 11. Attitudes Influence Behaviors Change Attitudes To Change Behaviors • • • • • Conversion rate = Confidence I am making the right decision Loyalty = Belief that I continue to get value from you Advocacy = Credibility that I risk my personal reputation for Retention = Perception of unique, unmatched value Self Service Rate = Empowerment to self solve at own pace http://www.badgeville.com
  12. 12. Business Value Acquisition, Retention, Efficiency Understand The Business Impact
  13. 13. CX Value Equation – CARE CX = Acquisition + Retention + Efficiency A Acquisition (Increase Sales & Adoption) + R Retention (Build Trust & Strengthen Relationships) + E Efficiency (Reduce Costs & Effort)

×