$5.9 Trillion is the economic value of the “switching economy” which is a brilliant definition of the customer experience. The "switching economy" is an unrepeatable, unprecedented opportunity for every company and business to start play to win and stop playing not to lose. Learning to keep the customer at 
the heart of every strategic decision is the new frontier of global competition and for economic development. After years of playing not to lose against the uncertainty and volatility of the global recession, companies are struggling to grow profitably.

1. www.lucaleonardini.com Business Architect
It’s time to play to win and
stop playing not to lose
How to take advantage of a $5.9 Trillion market.

2. www.lucaleonardini.com Business Architect
Source of information:
The digital customer, by Accenture

3. www.lucaleonardini.com Business Architect
91% of companies claim to be
consumer focused, but only
10% of customers agrees.
Forrester Research Group 2012

4. www.lucaleonardini.com Business Architect
89% of consumers say
they have switched business
to a competitor due to
poor customer experience.
Digital Clarity Group 2014

5. www.lucaleonardini.com Business Architect
66% of consumers consider good
customer service as the first selection
criteria for continuing to spend.
Customer Experience Impact Study 2010

6. www.lucaleonardini.com Business Architect
80% of companies provide their
customers with a quality level
between 2 Sigma* and 3 Sigma*.
George Eckes
* They correspond respectively to 308.000 and 66.800 defects per million of opportunities.

7. www.lucaleonardini.com Business Architect
$5.9 Trillion the value of
the “switching economy”.
An unrepeatable
opportunity.

8. www.lucaleonardini.com Business Architect
That’s why
learning to keep the customer at
the heart of every strategic decision
is the new frontier of global
competition and economic
development.

9. www.lucaleonardini.com Business Architect
Reinvent the business.
Luca Leonardini
Master in Lean Six Sigma & Brand Communication Expert
@lucaleonardini