Your Brand - The Value of Customer Experience

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How do you affect the Moments of Interaction?

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Your Brand - The Value of Customer Experience

  1. 1. <Insert Picture Here> It’s like one day I woke up and everything had changed Corporate Brand and the value of Customer Experience
  2. 2. Brand Value and Customer Experience Value of the Brand and Customer Experience • 86% of consumers will pay more for a better customer experience. • 89% of consumers began doing business with a competitor following a poor customer experience. • 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. • 50% percent of consumers give a brand only one week to respond to a question before they stop doing business with them. * The 2011 Customer Experience Impact (CEI) Report – Harris Interactive
  3. 3. Customer Experience Impact Revenue * Forrester Report – Customer Experience Boost Revenue $10 Billion Dollar Company Example
  4. 4. Engagement correlates to Financial Performance * ENGAGEMENTS db: New Study Finds correlation Between Social media and Financial Success
  5. 5. Define Business Value Around the Customer Experience Lifecycle * The Customer Experience Lifecycle – Oracle Executive Strategy Series – July 2012 Customer Experience Lifecycle – Customers want simple, consistent, and relevant experiences across all interactions throughout the lifecycle. These experiences create the loyalty, advocacy, and repeat business that drives success. Integrated and well-designed solutions are the key to sustaining this high level of customer experience. Driving customer acquisition, retention and efficiency make leading companies successful.
  6. 6. Customer Experience Value Alignment * The Customer Experience Lifecycle – Oracle Executive Strategy Series – July 2012 Define the pillars of value around Acquisition, Retention and Efficiency
  7. 7. C-Level Executive Focus * 2012 Global Customer Experience Disruptive Study

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