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How To Drive Loyalty Through Customer Analytics

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How To Drive Loyalty Through Customer Analytics

  1. 1. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 1 SCORE 2014 05.23.2014
  2. 2. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL Take what you need, leave the rest…
  3. 3. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL Why we do it? Because it’s good for business 43%gain in performance over 6-year period CX LEADERS OUTPERFORM THEIR COMPETITION 3
  4. 4. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL Customer Centricity 4
  5. 5. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 5
  6. 6. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL The Journey towards Customer Centricity is creating the Foundation for Improvisation 6
  7. 7. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL How we do it: Customer Experience Connections Planning Inspire · Inform · Entertain · Delight · Serve · Facilitate · Transact ! BRAND ! CONSUMER AWARENESS CONSIDERATION PURCHASE LOYALTY CULTURE TECHNOLOGY ECONOMY Contextual engagement triggers } 7
  8. 8. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 8 Let’s all agree… ! • Customer Data Matters ! • Singular View of the Customer is Imperative ! • Positive Customer Experiences drive loyalty ! • Negative Customer Experiences can be Unrecoverable ! ! 8
  9. 9. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 9 Where do Analytics fail? 9
  10. 10. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 10
  11. 11. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL Anderson Analytics 11 2000 Franchises 400,000 Customer Surveys 11 NET PROMOTER SCORE}
  12. 12. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 12
  13. 13. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 13 The 4 C’s Consolidate Converge ContentContext
  14. 14. © 2014 MACQUARIUM, INC.  - CONFIDENTIAL 14 Tools ! • EngageCX ! • OpenBridge ! • OdinText ! • Sitecore ! 14

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