The basics of Customer Experience research with Bare International.

1. WHAT DOES YOUR CUSTOMERS
THINK ABOUT YOU?
Internet Hungary 2017
Szabó Edit
European Marketing Director

2. Your brand is
what your
customers think
about it, and not
what you think it
is.
– Scott Cook, Intuit

3. WHY PEOPLE LOVES A BRAND?
Friendly staff
and great
experience
73% 55%
Easy to
access
information
and support
Forrás: http://www.kathyregister.com/why-data-and-customer-experience-should-go-hand-in-hand-for-cmos

4. Studies shows that in
the US 80% of the
customers would pay
more for a product if it
would come with a
great customer
experience.
(Forrás: White House Office of Consumer Affairs)

5. #191%
Of the companies
would like to be a
leader in Customer
Experience, but only
37% of them started a
formal CX initiative.
Forrás: http://www.kathyregister.com/why-data-and-customer-experience-should-go-hand-in-hand-for-cmos/
The Customer
Experience was the
biggest marketing-
technology
investment in 2014,
than named as the
most innovative trend
in 2015.
2020
The Customer
experience will be the
most important
product differentiator
instead of brand and
price.

6. Only 1 out of 26 unsatisfied
customers will give you a
feedback. Others just leave
you.
70% of the best customer experience
provider companies asking and using
the feedback of their customers.
Forrás: http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html

7. 70%
Of buying decisions
depends on the feeling
during the purchse
journey.
Forrás: http://www.kathyregister.com/why-data-and-customer-experience-should-go-hand-in-hand-for-cmos/
89%
Of customers said that
they left a brand
because of poor
experiences.
No feedback
does not mean
that your brand
is doing it right.

8. You need feedback.
Do you ask the right
questions?

9. CUSTOMER
EXPERIENC
E
RESEARCH

10. Example of how an
employee acting with/
without a name badge.
SHOW YOUR BADGE AND I TELL WHO YOU ARE

11. BEING TRACKABLE IS A MUST
How sales
representative handles
people with registered
data/ without knowing
them

12. START THE CHANGE BASED ON DATA
The true nature of
customer satisfaction

13. By 2018 more than
the 50% of the
companies will
invest into customer
experience
innovations.
Forrás: Gartner riport

14. If you would like to know the right questions,
Let’s have a discussion