CUSTOMERS CARE ABOUT THEIR EXPERIENCE - IF YOU DON’T, YOUR COMPETITORS WILL.
CUSTOMERS CARE ABOUT THEIR EXPERIENCE - IF YO...
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Insight into the customer experience.

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What makes a positive customer experience valuable?

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Insight into the customer experience.

  1. 1. CUSTOMERS CARE ABOUT THEIR EXPERIENCE - IF YOU DON’T, YOUR COMPETITORS WILL. CUSTOMERS CARE ABOUT THEIR EXPERIENCE - IF YOU DON’T, YOUR COMPETITORS WILL. What makes a positive customer experience valuable? Delivering beyond their expectations can have a positive impact on your business: i WEBSITE TRAFFIC CUSTOMER PROFITABILITY CONVERSION RATES (REVENUE) INNOVATION (COLLABORATION & PRODUCTIVITY) BRAND AWARENESS & LOYALTY INFORMATION REUSE CUSTOMER SATISFACTION MEMORABLE, MARKET-CHANGING, LOYALTY-DRIVEN C R IE N manage your global brand, leverage social media, and E CEM is designed to optimize your online marketing strategy, M ER EX PE produce effective customer communications. COMPANIES ST U C BEST IN CLASS O CUSTOMERS ARE SOCIAL... YOU MUST BE TOO! IDENTIFY A CUSTOMER EXPERIENCE PLAN SEPARATES GREAT COMPANIES FROM AVERAGE COMPANIES! MOST INFLUENTIAL CUSTOMERS OF THEIR ONLY 30% C O MPAN Y C O M PAN Y C O MPAN Y C O MPAN Y C O MPAN Y C O M PAN Y C O MPAN Y C O MPAN Y C O MPAN Y SOCIAL MEDIA C O MPAN Y C O MPAN Y THROUGH C O M PAN Y C O M PAN Y C O MPAN Y C O MPAN Y OF COMPANIES HAVE A WELL-DEVELOPED STRATEGY IN PLACE FOR IMPROVING CUSTOMER EXPERIENCE THE POWER OF YOUR BRAND IS DIRECTLY RELATED TO CUSTOMER EXPERIENCE! ONLY CUSTOMERS WILL PAY MORE FOR A POSITIVE EXPERIENCE! OF BRANDS RECEIVED GOOD OR EXCELLENT EIGHTY-SIX PERCENT MARKS IN CUSTOMER EXPERIENCE OF CONSUMERS WILL PAY MORE GOT A RATING OF OK, POOR, OR VERY POOR FOR A BETTER 86% CUSTOMER EXPERIENCE EXPERIENCE THE POWER OF INFORMATION OpenText CEM is a set of technologies that help organizations exceed customer expectations, reach new markets, and provide superior experiences across all digital touch points. FOR INFORMATION ON CUSTOMER EXPERIENCE MANAGEMENT, INCLUDING WHITE PAPERS, SUCCESS STORIES, VIDEOS AND EXECUTIVE BRIEFS, PLEASE VISIT OPENTEXT.COM/CEM-INFO SOURCES: Aberdeen group, Customer Experience Management, January 2012 Forrester Research, Inc., The Customer Experience Index 2012, January 2012 PR news wire 2010 Customer Experience Consumer Study, Strativity Group

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