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Copyright © 2018,Oracle and/orits affiliates. All rights reserved.
Experiences Are
Driving Consumer
Purchases
A simple framework for developing
an excellent customer experience
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 2
Shift From Marketing Products to Delivering Experiences
Evolving expectations
bring new channels and
new ways of connecting
with consumers
Enhancing customer
experience is
imperative to
staying relevant
Leveraging technology is
a powerful enabler
for enhancing
customer experience
BRANDS AND RETAILERS NEED TO REMAIN OPEN TO THE SHIFTING
TECHNICAL AND CULTURAL LANDSCAPE
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 3
Enhance Customer Experience to Increase Revenues / Profits
An average Net
Promoter Score
increase of 7%
correlates on average
with a 1% growth
in revenue
Customers with
excellent past
experiences spent
140% more than
those with poor
past experiences
Improving the
customer journey
can increase
revenues up to 15%
and lower costs by
up to 20%
Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 4
Change Expectations Along the Entire Customer Journey
AfterDuringBefore
Customers have specific
needs at each stage of the
purchase journey
Improve customer
experience by identifying
consumers— then speak
to and directly serve their
values and lifestyles
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 5
Dollar shave Club identified
customers who wanted
comfortable and simple
retail experiences.
Their retail model and
messaging speaks directly
to their customer’s values
and lifestyles.
Go Outside-In for a Better
Customer Experience
Dollar Shave Club doesn’t make
a better razor or create a
closer shave. They know when
blades need to be changed and
provide a cost-effective, easy
way to do so.
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 6
Applying outside-in
thinking allows you to view
the world from the
customer perspective—
driving past organizational
complexities to identify
achievable opportunities.
Go Outside-In for a Better
Customer Experience
“I’m not a tech guy. I am looking
at the technology with the eyes
of my customers, normal
people’s eyes.”
—Jack Ma, Alibaba
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 7
• Create a truly
personal experience
• Train staff as experts in both
products and relationships
• Use connectivity to drive
convenience and loyalty
Connect with your Customer
“You’ve got to start with the
customer experience and work
back toward the technology, not
the other way around.”
—Steve Jobs, Apple
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.
Learn about your customers
Make it easy for your customers
Add value for your customers
Leverage Technology to Innovate for Tomorrow
8
Technology revolutionizes
every aspect of customer
experience—from
customer engagement to
in-store assistance,
education, the shopping
experience, operations,
logistics, customer
service—and much more.
USE IT TO:
?
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 9
LEARN MORE
With the right focus, your business will thrive.
The time to start making the changes is now.
For more information, read the
Reinventing Experience in the Era of
the Customer white paper.
Copyright © 2018,Oracle and/orits affiliates. All rights reserved.
Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracle’s products remains at the sole discretion of Oracle.
10
Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 11
Reinventing the Customer Experience for a New Era

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Reinventing the Customer Experience for a New Era

  • 1. Copyright © 2018,Oracle and/orits affiliates. All rights reserved. Experiences Are Driving Consumer Purchases A simple framework for developing an excellent customer experience
  • 2. Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 2 Shift From Marketing Products to Delivering Experiences Evolving expectations bring new channels and new ways of connecting with consumers Enhancing customer experience is imperative to staying relevant Leveraging technology is a powerful enabler for enhancing customer experience BRANDS AND RETAILERS NEED TO REMAIN OPEN TO THE SHIFTING TECHNICAL AND CULTURAL LANDSCAPE
  • 3. Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 3 Enhance Customer Experience to Increase Revenues / Profits An average Net Promoter Score increase of 7% correlates on average with a 1% growth in revenue Customers with excellent past experiences spent 140% more than those with poor past experiences Improving the customer journey can increase revenues up to 15% and lower costs by up to 20%
  • 4. Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 4 Change Expectations Along the Entire Customer Journey AfterDuringBefore Customers have specific needs at each stage of the purchase journey Improve customer experience by identifying consumers— then speak to and directly serve their values and lifestyles
  • 5. Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 5 Dollar shave Club identified customers who wanted comfortable and simple retail experiences. Their retail model and messaging speaks directly to their customer’s values and lifestyles. Go Outside-In for a Better Customer Experience Dollar Shave Club doesn’t make a better razor or create a closer shave. They know when blades need to be changed and provide a cost-effective, easy way to do so.
  • 6. Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 6 Applying outside-in thinking allows you to view the world from the customer perspective— driving past organizational complexities to identify achievable opportunities. Go Outside-In for a Better Customer Experience “I’m not a tech guy. I am looking at the technology with the eyes of my customers, normal people’s eyes.” —Jack Ma, Alibaba
  • 7. Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 7 • Create a truly personal experience • Train staff as experts in both products and relationships • Use connectivity to drive convenience and loyalty Connect with your Customer “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” —Steve Jobs, Apple
  • 8. Copyright © 2018,Oracle and/orits affiliates. All rights reserved. Learn about your customers Make it easy for your customers Add value for your customers Leverage Technology to Innovate for Tomorrow 8 Technology revolutionizes every aspect of customer experience—from customer engagement to in-store assistance, education, the shopping experience, operations, logistics, customer service—and much more. USE IT TO: ?
  • 9. Copyright © 2018,Oracle and/orits affiliates. All rights reserved.Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 9 LEARN MORE With the right focus, your business will thrive. The time to start making the changes is now. For more information, read the Reinventing Experience in the Era of the Customer white paper.
  • 10. Copyright © 2018,Oracle and/orits affiliates. All rights reserved. Safe Harbor Statement The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. 10
  • 11. Copyright © 2018,Oracle and/orits affiliates. All rights reserved. 11