Some interesting content on Customer Experience
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The document discusses the importance and business value of customer experience. It notes that 86% of consumers will pay more for a better customer experience. Customer experience is defined as the sum of all interactions a customer has with a supplier over the course of their relationship. Understanding consumer behavior, like the moments that influence attitudes and how attitudes drive behaviors, is key to delivering good customer experiences and business results. The customer experience lifecycle and "moments of truth" are also examined.
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How product content delivery makes for happier customers slide share
Product content. It’s critical to business success. When done well, it can inform, educate, and motivate. It can help us save money. And, it can even drive sales—but only if it’s delivered to the right person, at the right time, in the right language and format, on the device of the consumers’ choosing. This infographic dives into product content delivery and how it is essential to your customers’ experience.
How Visionary Companies Are Using Product Documentation To Optimize Touchpoin...
Documented Excellence discusses how companies can optimize customer touchpoints and enhance customer experience through effective use of product documentation. It notes that customers interact with a company across multiple touchpoints and expect consistency. When documentation is underutilized at touchpoints like search engines, portals, knowledge bases etc., it can lead to inconsistencies, high costs, lack of customer feedback and ultimately lower loyalty. The solution is to implement a "Touchpoint Expansion Cycle" - starting with one touchpoint, measure the impact of consistent documentation and expand to more touchpoints over time. This helps more customers, improves experience and generates feedback to further enhance documentation.
Benefits of Customer Satisfaction Surveys
One of the best mediums to collect valuable data from your consumers and use them to enhance their experience is with the help of Customer Satisfaction Surveys. Conducting them at regular intervals and addressing your consumer’s problems can help you improve customer loyalty and increase sales revenue.
Read More @ https://www.zonkafeedback.com/blog/benefits-of-customer-satisfaction-surveys
#IBMRetailMcr - The Boots Story, Martin Squires, Boots
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Infographic - Modern CX
The document discusses the importance of modern customer experience and engagement. It notes that 86% of consumers will pay more for a better experience, while only 1% feel their expectations are consistently met. It also highlights that excellent customer experience must be provided throughout a customer's entire journey with a brand. The Oracle Modern Customer Experience solution can provide benefits like higher open and click-through rates, reduced costs, and increased sales.
Hooked Model
The document discusses how product design can form habits and behaviors through a "Hook" model. The Hook has 4 parts: a trigger that initiates behavior, an action performed by the user, a variable reward received, and an investment of some kind by the user. Frequent repetition of the trigger-action-reward loop can form habits over time. Products aim to address internal triggers like boredom, fear, or social needs. Variable rewards like social approval, achievement, or novelty keep users engaged. Investments like data, time or content shared increase the likelihood of returning. The goal is to shape user preferences and attitudes through repeated experiences with the Hook.
Klaggle Webinar: Are you leaving money on the table
The document discusses how online product research has become essential for consumers. It finds that 97% of shoppers research products online before purchasing. Retailers' websites are important destinations for this research but many independent retailers struggle to provide sufficient consumer reviews and content. The summary provides strategies for retailers to better cater to online info-shoppers by presenting comprehensive product information, user reviews, and social content to build trust and influence sales.
Recommended
How product content delivery makes for happier customers slide share
Product content. It’s critical to business success. When done well, it can inform, educate, and motivate. It can help us save money. And, it can even drive sales—but only if it’s delivered to the right person, at the right time, in the right language and format, on the device of the consumers’ choosing. This infographic dives into product content delivery and how it is essential to your customers’ experience.
How Visionary Companies Are Using Product Documentation To Optimize Touchpoin...
Documented Excellence discusses how companies can optimize customer touchpoints and enhance customer experience through effective use of product documentation. It notes that customers interact with a company across multiple touchpoints and expect consistency. When documentation is underutilized at touchpoints like search engines, portals, knowledge bases etc., it can lead to inconsistencies, high costs, lack of customer feedback and ultimately lower loyalty. The solution is to implement a "Touchpoint Expansion Cycle" - starting with one touchpoint, measure the impact of consistent documentation and expand to more touchpoints over time. This helps more customers, improves experience and generates feedback to further enhance documentation.
Benefits of Customer Satisfaction Surveys
One of the best mediums to collect valuable data from your consumers and use them to enhance their experience is with the help of Customer Satisfaction Surveys. Conducting them at regular intervals and addressing your consumer’s problems can help you improve customer loyalty and increase sales revenue.
Read More @ https://www.zonkafeedback.com/blog/benefits-of-customer-satisfaction-surveys
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Hooked Model
The document discusses how product design can form habits and behaviors through a "Hook" model. The Hook has 4 parts: a trigger that initiates behavior, an action performed by the user, a variable reward received, and an investment of some kind by the user. Frequent repetition of the trigger-action-reward loop can form habits over time. Products aim to address internal triggers like boredom, fear, or social needs. Variable rewards like social approval, achievement, or novelty keep users engaged. Investments like data, time or content shared increase the likelihood of returning. The goal is to shape user preferences and attitudes through repeated experiences with the Hook.
Klaggle Webinar: Are you leaving money on the table
The document discusses how online product research has become essential for consumers. It finds that 97% of shoppers research products online before purchasing. Retailers' websites are important destinations for this research but many independent retailers struggle to provide sufficient consumer reviews and content. The summary provides strategies for retailers to better cater to online info-shoppers by presenting comprehensive product information, user reviews, and social content to build trust and influence sales.
1 CB Introduction 2023.pptx
The document provides an overview of consumer behavior. It discusses consumer behavior as an interdisciplinary field that examines how internal and external forces influence individuals' acquisition, consumption, and disposal of goods and services. Some key points:
1. Consumer behavior is influenced by cognition, affect, and behavior and involves pre-purchase evaluation, purchase, and post-purchase experience.
2. It is studied using perspectives from economics, psychology, sociology and other fields and examines how individual and environmental factors shape consumption.
3. Understanding consumer behavior helps marketers design effective marketing strategies by analyzing customer needs and the market environment.
1 CB Introduction 2023.pptx
The document provides an overview of consumer behavior. It discusses consumer behavior as an interdisciplinary field that examines how internal and external factors influence consumers' decision making processes. Some key points:
1. Consumer behavior analyzes how cognition, affect, and behavior interact during the consumption process and is influenced by individual and environmental determinants.
2. Studying consumer behavior helps marketers design effective marketing strategies by understanding customers' needs and the factors that influence their choices.
3. Consumer behavior involves a dynamic exchange process between buyers and sellers and can be studied at both the individual and group levels.
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This document provides a literature review on research related to customer satisfaction and technological innovation in the banking sector. Several studies found that there is a positive relationship between technology and customer satisfaction in banking. Factors like accessibility, convenience, security, privacy, content, design, speed and fees of e-banking platforms influence customer satisfaction. Satisfied customers are more likely to remain loyal to their bank, recommend the bank to others, and purchase additional banking products. However, customer financial literacy is still relatively low. Technological innovation can improve customer satisfaction but also increases costs for banks.
3 Steps To Becoming A Customer-Centric Organization
This document outlines 3 steps for becoming a customer-centric organization: 1) Creating integrated experiences across all channels, 2) Collecting and leveraging real-time data to personalize offers and interactions, and 3) Tailoring experiences based on individual customer engagement and preferences. It discusses the importance of understanding cross-channel shopping behaviors and having a 360-degree view of customers. It also emphasizes using analytics to anticipate customer needs and responding with targeted promotions to increase satisfaction and revenues. The document recommends generating a single customer view and unique identification to enable personalized and relevant engagement.
Coming Full-Circle: The Store As The Center Of The Omnichannel Shopping Journey
A brand can travel with a shopper wherever she roams, from the couch to the car and into the mall. But it is the store that remains the most important part of her shopping journey. Today's smart retailers are embracing that journey by re-imaging their stores as a physical expression of their brand and the center of the omnichannel shopping journey by providing solutions and services that delight shoppers from the minute they enter the store through checkout and beyond.
This optimum experience can be facilitated through key strategies and solutions, around assisted selling in the store, omnichannel fulfillment and social monitoring following the transaction, encouraging the customer to visit the store more and more.
The experience may look something like this: Karen sees a special online and sets up an appointment to go to the store. At the store she is greeted by her personal shopper, who shows Karen the blouse she has chosen, but also presents accessories and shoes. Karen is delighted with the personalized service and easy shopping experience. The purchase, including upsell, is completed on the spot with mobile point of sales capabilities. But that's not the end of the story. After the sale, Karen receives special offers from the store, for herself and friends. They all return for more shopping…and live happily ever after.
How Seamless are You? retail research findings
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Marketing notes
Marketing involves planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy goals. The organization's task is to determine target markets' needs and wants and deliver more satisfying products than competitors in a way that benefits consumers and society. Marketers must understand customer perceived value, satisfaction, loyalty, and behavior to develop effective segmentation, positioning, and relationships.
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Consumer behavior involves understanding why, what, who, when, and how consumers make purchasing decisions. It is influenced by internal factors like motivation, emotion, perception, and attitude, as well as external factors like culture and groups. Understanding consumer behavior allows businesses to create better marketing strategies by speaking directly to consumer needs and influencing their decision making process.
3. Consumer And Business Buyer Behavior1
The document discusses consumer and business buyer behavior. It describes the buyer decision process as having 5 steps - need recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior. It also discusses the adoption process for new products as having 5 stages - awareness, interest, evaluation, trial, and adoption. Finally, it outlines the business buying process and key differences between consumer and business markets.
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Punchtab
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Tec 2010 Target 9 23 09
The document discusses innovation and consumer research. It describes three classic innovation models - need seekers, market readers, and technology drivers. It notes that successful companies have clear objectives shared with stakeholders and constant consumer contact. Key aspects of innovation include frequent consumer feedback, access to consumers, and methods to identify target consumers based on incidence, access, and ease of identification. Lead users who are involved and influential can provide valuable insights for new products and services. Understanding consumer values, experiences, and ideals can help develop innovations that improve lives.
The Science Behind a Successful Customer Referral Program
Links academic research and other best practices to practical recommendations for companies designing customer referral programs.
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This presentation will make you think about how EVERY interaction, from marketing to sales to service, can either make your organization a success or a failure. Innovating a Healthy Tomorrow is not only for your customers (members), it is also for you and your organization’s SUCCESS.
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Managing Pofitable
This document summarizes key concepts about consumer and business buyer behavior from Chapter 5. It discusses the major factors that influence consumer behavior, including culture, social factors, and personal factors. It also outlines the stages in the consumer buyer decision process and the adoption and diffusion process for new products. For business buyers, it defines the business market and identifies environmental, organizational, interpersonal, and individual influences on their behavior. It then lists and describes the steps in the typical business buying decision process.
ABID HUSSAIN SINDHU. HCBF. Research on Customer Behavior
This document provides an overview of research conducted on customer buying behavior. It begins with an acknowledgement of the faculty member who oversaw the research project. It then includes a table of contents outlining the various sections of the report. The sections cover topics such as the different types of customer buying behavior, who constitutes a customer, how to study consumer behavior, factors that influence consumer behavior including cultural, social, and personal factors. Maslow's hierarchy of needs is also discussed along with the consumer buying process and how technology is changing consumer behavior in the digital age.
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Consumption to Satisfaction (Reduced File Size)
1. Consumption frequency refers to the number of times a product or service is consumed in a given period. Marketers try to increase consumption frequency of nondurable goods as much as possible.
2. Consumption is the process by which consumers use selected products, services, or experiences. It produces either hedonic or utilitarian value and includes stages from need to reaction.
3. While consumption leads to value, Walmart prioritizes low prices (utilitarian value) over customer satisfaction, contributing to its lower satisfaction scores compared to other retailers that provide more hedonic value.
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This document provides an overview of a presentation on customer insights. It discusses defining insights as having both a psychological and behavioral dimension that reveals an underlying motivation or need. Various techniques for discovering insights are presented, such as observing customer behaviors, mapping out the customer experience, and conducting ride-alongs. The value of insights is that they can help anticipate customer needs and drive strategic thinking to find new opportunities. The document emphasizes discovering unmet, unarticulated, or underleveraged customer needs as the most valuable insights for growth.
Chp 7 online customer behavior
The document discusses factors that influence online consumer behavior and the consumer decision-making process online. It describes types of online shoppers and models of consumer behavior and decision-making online. The key differences between online and traditional consumers are that online consumers have more alternatives to consider, place less importance on price over time, and loyalty is easier to lose online due to lower switching costs.
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1 CB Introduction 2023.pptx
The document provides an overview of consumer behavior. It discusses consumer behavior as an interdisciplinary field that examines how internal and external forces influence individuals' acquisition, consumption, and disposal of goods and services. Some key points:
1. Consumer behavior is influenced by cognition, affect, and behavior and involves pre-purchase evaluation, purchase, and post-purchase experience.
2. It is studied using perspectives from economics, psychology, sociology and other fields and examines how individual and environmental factors shape consumption.
3. Understanding consumer behavior helps marketers design effective marketing strategies by analyzing customer needs and the market environment.
1 CB Introduction 2023.pptx
The document provides an overview of consumer behavior. It discusses consumer behavior as an interdisciplinary field that examines how internal and external factors influence consumers' decision making processes. Some key points:
1. Consumer behavior analyzes how cognition, affect, and behavior interact during the consumption process and is influenced by individual and environmental determinants.
2. Studying consumer behavior helps marketers design effective marketing strategies by understanding customers' needs and the factors that influence their choices.
3. Consumer behavior involves a dynamic exchange process between buyers and sellers and can be studied at both the individual and group levels.
hrm
This document provides a literature review on research related to customer satisfaction and technological innovation in the banking sector. Several studies found that there is a positive relationship between technology and customer satisfaction in banking. Factors like accessibility, convenience, security, privacy, content, design, speed and fees of e-banking platforms influence customer satisfaction. Satisfied customers are more likely to remain loyal to their bank, recommend the bank to others, and purchase additional banking products. However, customer financial literacy is still relatively low. Technological innovation can improve customer satisfaction but also increases costs for banks.
3 Steps To Becoming A Customer-Centric Organization
This document outlines 3 steps for becoming a customer-centric organization: 1) Creating integrated experiences across all channels, 2) Collecting and leveraging real-time data to personalize offers and interactions, and 3) Tailoring experiences based on individual customer engagement and preferences. It discusses the importance of understanding cross-channel shopping behaviors and having a 360-degree view of customers. It also emphasizes using analytics to anticipate customer needs and responding with targeted promotions to increase satisfaction and revenues. The document recommends generating a single customer view and unique identification to enable personalized and relevant engagement.
Coming Full-Circle: The Store As The Center Of The Omnichannel Shopping Journey
A brand can travel with a shopper wherever she roams, from the couch to the car and into the mall. But it is the store that remains the most important part of her shopping journey. Today's smart retailers are embracing that journey by re-imaging their stores as a physical expression of their brand and the center of the omnichannel shopping journey by providing solutions and services that delight shoppers from the minute they enter the store through checkout and beyond.
This optimum experience can be facilitated through key strategies and solutions, around assisted selling in the store, omnichannel fulfillment and social monitoring following the transaction, encouraging the customer to visit the store more and more.
The experience may look something like this: Karen sees a special online and sets up an appointment to go to the store. At the store she is greeted by her personal shopper, who shows Karen the blouse she has chosen, but also presents accessories and shoes. Karen is delighted with the personalized service and easy shopping experience. The purchase, including upsell, is completed on the spot with mobile point of sales capabilities. But that's not the end of the story. After the sale, Karen receives special offers from the store, for herself and friends. They all return for more shopping…and live happily ever after.
How Seamless are You? retail research findings
How Seamless are You?
Accenture went on a journey to understand consumer preferences to shop seamlessly across channels
and the ability of retailers to deliver that seamless experience.
Marketing notes
Marketing involves planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy goals. The organization's task is to determine target markets' needs and wants and deliver more satisfying products than competitors in a way that benefits consumers and society. Marketers must understand customer perceived value, satisfaction, loyalty, and behavior to develop effective segmentation, positioning, and relationships.
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Consumer behavior involves understanding why, what, who, when, and how consumers make purchasing decisions. It is influenced by internal factors like motivation, emotion, perception, and attitude, as well as external factors like culture and groups. Understanding consumer behavior allows businesses to create better marketing strategies by speaking directly to consumer needs and influencing their decision making process.
3. Consumer And Business Buyer Behavior1
The document discusses consumer and business buyer behavior. It describes the buyer decision process as having 5 steps - need recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior. It also discusses the adoption process for new products as having 5 stages - awareness, interest, evaluation, trial, and adoption. Finally, it outlines the business buying process and key differences between consumer and business markets.
Winning the New Digital Consumer with Hyper-Relevance
The Internet of Everything is creating sweeping changes in the shopping journey, disrupting business models and expanding customer expectations.
Punchtab
presentation by Angela Sanfilippo, CMO, Punchtab (@punchtab) at #RLTM Realtime Marketing Lab, October 14, 2013 at The Altman Building, NYC.
Tec 2010 Target 9 23 09
The document discusses innovation and consumer research. It describes three classic innovation models - need seekers, market readers, and technology drivers. It notes that successful companies have clear objectives shared with stakeholders and constant consumer contact. Key aspects of innovation include frequent consumer feedback, access to consumers, and methods to identify target consumers based on incidence, access, and ease of identification. Lead users who are involved and influential can provide valuable insights for new products and services. Understanding consumer values, experiences, and ideals can help develop innovations that improve lives.
The Science Behind a Successful Customer Referral Program
Links academic research and other best practices to practical recommendations for companies designing customer referral programs.
Hidden Benefit from an Exceptional Customer eXperience
The Healthcare market is going through one of the biggest evolutions ever and there is only ONE true differentiation for your organization. Do you realize that your organization is being compared to Amazon, Apple, Zappos, and Walmart?
This presentation will make you think about how EVERY interaction, from marketing to sales to service, can either make your organization a success or a failure. Innovating a Healthy Tomorrow is not only for your customers (members), it is also for you and your organization’s SUCCESS.
Bring your contact center from a "Cost Center" to a "Profit Center"
Managing Pofitable
This document summarizes key concepts about consumer and business buyer behavior from Chapter 5. It discusses the major factors that influence consumer behavior, including culture, social factors, and personal factors. It also outlines the stages in the consumer buyer decision process and the adoption and diffusion process for new products. For business buyers, it defines the business market and identifies environmental, organizational, interpersonal, and individual influences on their behavior. It then lists and describes the steps in the typical business buying decision process.
ABID HUSSAIN SINDHU. HCBF. Research on Customer Behavior
This document provides an overview of research conducted on customer buying behavior. It begins with an acknowledgement of the faculty member who oversaw the research project. It then includes a table of contents outlining the various sections of the report. The sections cover topics such as the different types of customer buying behavior, who constitutes a customer, how to study consumer behavior, factors that influence consumer behavior including cultural, social, and personal factors. Maslow's hierarchy of needs is also discussed along with the consumer buying process and how technology is changing consumer behavior in the digital age.
Retail Tour Partner Workshop - Zendesk
The speaker discusses how providing omnichannel customer service can increase sales. Technology has changed shopping behaviors, with consumers using multiple channels throughout their journey. To meet evolving expectations, customer service must be available across all channels like phone, chat, social media, email and in-person. This requires integrating support systems, hiring well-rounded agents, and empowering customers with self-service options and community support. Tracking metrics helps optimize performance during busy periods like holidays. Omnichannel support improves the customer experience and increases retention, revenue and lifetime value.
Consumption to Satisfaction (Reduced File Size)
1. Consumption frequency refers to the number of times a product or service is consumed in a given period. Marketers try to increase consumption frequency of nondurable goods as much as possible.
2. Consumption is the process by which consumers use selected products, services, or experiences. It produces either hedonic or utilitarian value and includes stages from need to reaction.
3. While consumption leads to value, Walmart prioritizes low prices (utilitarian value) over customer satisfaction, contributing to its lower satisfaction scores compared to other retailers that provide more hedonic value.
Angie Hendershot - What? So What? Now What? Consumer Insights in a Data-Drive...
This document provides an overview of a presentation on customer insights. It discusses defining insights as having both a psychological and behavioral dimension that reveals an underlying motivation or need. Various techniques for discovering insights are presented, such as observing customer behaviors, mapping out the customer experience, and conducting ride-alongs. The value of insights is that they can help anticipate customer needs and drive strategic thinking to find new opportunities. The document emphasizes discovering unmet, unarticulated, or underleveraged customer needs as the most valuable insights for growth.
Chp 7 online customer behavior
The document discusses factors that influence online consumer behavior and the consumer decision-making process online. It describes types of online shoppers and models of consumer behavior and decision-making online. The key differences between online and traditional consumers are that online consumers have more alternatives to consider, place less importance on price over time, and loyalty is easier to lose online due to lower switching costs.
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3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization
Coming Full-Circle: The Store As The Center Of The Omnichannel Shopping Journey
Coming Full-Circle: The Store As The Center Of The Omnichannel Shopping Journey
Winning the New Digital Consumer with Hyper-Relevance
Winning the New Digital Consumer with Hyper-Relevance
The Science Behind a Successful Customer Referral Program
The Science Behind a Successful Customer Referral Program
Hidden Benefit from an Exceptional Customer eXperience
Hidden Benefit from an Exceptional Customer eXperience
ABID HUSSAIN SINDHU. HCBF. Research on Customer Behavior
ABID HUSSAIN SINDHU. HCBF. Research on Customer Behavior
Angie Hendershot - What? So What? Now What? Consumer Insights in a Data-Drive...
Angie Hendershot - What? So What? Now What? Consumer Insights in a Data-Drive...
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Projekt GreenChemForCE
Podporujeme zelený chemický průmysl ve střední Evropě
欧洲杯投注-欧洲杯投注外围盘口-欧洲杯投注盘口app|【网址🎉ac22.net🎉】
【网址🎉ac22.net🎉】欧洲杯投注是体育博彩和在线赌场之一，得益于UKGC的三项许可。 成立之初是三名博彩公司将40家博彩商店的合并的结果，共同创建一家名为欧洲杯投注的公司。 欧洲杯投注在线赌场为游戏爱好者提供了300多种游戏，其中200多种老虎机，其他游戏包括二十一点，轮盘，真人荷官和真人赌场等。
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Enhancing Adoption of AI in Agri-food: Introduction
Introduction to the Panel on: Pathways and Challenges: AI-Driven Technology in Agri-Food, AI4Food, University of Guelph
“Enhancing Adoption of AI in Agri-food: a Path Forward”, 18 June 2024
L'indice de performance des ports à conteneurs de l'année 2023
Une évaluation comparable de la performance basée sur le temps d'escale des navires
L'objectif de l'ICPP est d'identifier les domaines d'amélioration qui peuvent en fin de compte bénéficier à toutes les parties concernées, des compagnies maritimes aux gouvernements nationaux en passant par les consommateurs. Il est conçu pour servir de point de référence aux principaux acteurs de l'économie mondiale, notamment les autorités et les opérateurs portuaires, les gouvernements nationaux, les organisations supranationales, les agences de développement, les divers intérêts maritimes et d'autres acteurs publics et privés du commerce, de la logistique et des services de la chaîne d'approvisionnement.
Le développement de l'ICPP repose sur le temps total passé par les porte-conteneurs dans les ports, de la manière expliquée dans les sections suivantes du rapport, et comme dans les itérations précédentes de l'ICPP. Cette quatrième itération utilise des données pour l'année civile complète 2023. Elle poursuit le changement introduit l'année dernière en n'incluant que les ports qui ont eu un minimum de 24 escales valides au cours de la période de 12 mois de l'étude. Le nombre de ports inclus dans l'ICPP 2023 est de 405.
Comme dans les éditions précédentes de l'ICPP, la production du classement fait appel à deux approches méthodologiques différentes : une approche administrative, ou technique, une méthodologie pragmatique reflétant les connaissances et le jugement des experts ; et une approche statistique, utilisant l'analyse factorielle (AF), ou plus précisément la factorisation matricielle. L'utilisation de ces deux approches vise à garantir que le classement des performances des ports à conteneurs reflète le plus fidèlement possible les performances réelles des ports, tout en étant statistiquement robuste.
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Some interesting content on Customer Experience
- 1. The Business Value Of Customer Experience
- 3. mobile social local Experiences happen anytime, anywhere, all day, every day
- 4. 86% of consumers will PAY MORE for a better Customer Experience.* *Source: Harris Interactive Customer Experience Impact (CEI) Survey, September 2011
- 5. “Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” What is Customer Experience? Source: http://en.wikipedia.org/wiki/Customer_experience
- 6. Consumer Value Intent, Expectation, Perception Understand What Matters Most To The Consumer
- 7. “ Understand me. Make it easy. Give me what I need. ” Do You Understand Your Customers?
- 8. 1. Moments Influence Attitude 2. Attitudes Drive Behavior 3. Behaviors Delivers Results Understand Consumer Behavior
- 9. The Customer Experience Lifecycle RECOMMEND PURCHASE 4 8 SELECT 3 BUY OWN Market & Sell Support & Serve 1 5 2 RESEARCH 6 NEED RECEIVE USE 7 MAINTAIN
- 10. The Moments Of Truth & Opportunity That Define The Experience Not all moments of interaction are equal
- 11. Behaviors Deliver Results Measurements of a Behavior • • • • • Conversion rate = Success in turning Shoppers into Buyers Loyalty = Satisfaction to buy again Advocacy = Sharing recommendations with others Churn = Leaving you to buy from someone else Self Service Rate = Adoption of web based support http://www.badgeville.com
- 12. Attitudes Influence Behaviors Change Attitudes To Change Behaviors • • • • • Conversion rate = Confidence I am making the right decision Loyalty = Belief that I continue to get value from you Advocacy = Credibility that I risk my personal reputation for Retention = Perception of unique, unmatched value Self Service Rate = Empowerment to self solve at own pace http://www.badgeville.com
- 13. Business Value Acquisition, Retention, Efficiency Understand The Business Impact
- 14. CX Value Equation – CARE CX = Acquisition + Retention + Efficiency A Acquisition (Increase Sales & Adoption) + R Retention (Build Trust & Strengthen Relationships) + E Efficiency (Reduce Costs & Effort)