What is Customer experience and why does it matter? How has te world changed? This is all neat but how can we use customer experience data to actually benefit your business?! We give you process, tools and methods to do exactly that!

1. The Experience Economy

2. What is happening?
The way we make buying decisions has changed – we expect more
Products
1970s
Products + Services
1990s
Relationships
2000s
Experience centric
Today
A shift from products to experiences

3. This changes everything
Unit Sales
Branding
Products
Unit margins
Hit products
Value pricing
Experience
Solving Needs
Customer Lifetime Value
Deep relationships

4. The pace of the world has changed

5. We live in an Experience Economy.

6. Last 15 years – 52% of Fortune 500
companies have disappeared
1955
Life expectancy 75
years
2015
Life expectancy 15
years

7. How is this possible?
90% 71%
Will tell about bad
experiences
Buy from you because
they like you
After the certain point – price does not matter
anymore!

8. What people say?
80%
71%Agree that CX is the most
important factor influencin
buying decision
Buy from you because
they like you
78%
Tell that they would pay more
for a unique product or service
with unique experience
87%
Previous experience is the
most importan factor on future
purchase

9. But what we do?
26%
71%Past experience with a brand
has been unique
Buy from you because
they like you
38%
Of companies have elevated the
CX as company level strategy
and have goals

10. How to improve Customer Experience?
Change expectations VS. Higher
performance

11. What to do in practice hein?!

12. Process of CX victory!
1. Why? - Goal
2. Draw the customer journey
3. What are the most important touchpoints
4. KPI´s that serve the cause
5. Reshape goal to sales – only then move forward
6. How?
7. Tools

13. Turn CX Into Sales
Six main ways for any business to actually turn feedback
and cx data into measurable sales and marketing
Enhance conversion with Feeling
Based Re - Marketing
Target your remarketing activities
based on the feelings of your
customers.
Fix Problems Instantly with alerts
Our software sends immediate mobile
alerts to an employee of each engage
point in case of Customer Experience
problem so it can be fixed.
Detailed Analytics On Customer
Journey Funnel
See in real-time how each location,
department and employee are taking care
of your customers. Optimiza your
customer journey funnel in real time.
Sentiment based segmentation
and email marketing
Collect deep data in all customer
engagement points. We offer free and low-
cost measurement tools for over 20
different engage points of your customer
in multichannel commerce.
Convert feedback into Instant
Sales offers
Give automated Upsell-Offer to happy and
unhappy customers. Make happy customers
buy more and bring unhappy customers back
with lucrative deals.
Automated Reviews to
Social Media & eCom
The last step for customer to win an
iPhone is to share your advert into social
media – This improves your SEO as well as
creates reviews for marketing.

14. Customer journey
Collect expectation data from
website + email
Target marketing & email
Survey purchase
after payment
Measure service quality
Ask for a review &
share it
Detailed Analytics On Customer
Journey Funnel

15. Customer Experience in the 21st century?

16. Thank you!
Jaakko Männistö
Founder & CEO
Jaakko.mannisto@feedbackly.com
+358 44 3488016
@jaakkomannisto
Jaakkomannisto.com/palaute