Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

experience lived up to their The Value of User Experience (from Web 2.0 Expo Berlin 2008)

experience lived up to their promises? chase. (See Figure 1)


FIG. 1: BUSINESS DYNAMICS ARE BETTER FOR CUSTOMER EXPERIENCE LEADERS
Customer experience index relative to industry average
First quartile Second quartile Third quartile Fourth quartile

Likelihood to consider
another purchase from 6.0%
provider compared to
industry average 2.1%


-3.0%


y Reluctance to switch
-8.9%
business away from 6.8%
provider compared to
or industry average 1.1%
mer
e
-4.0%

g.
Source: North American Technographics® customer experience online survey. Q3 2007 -11.2%




Research shows that there is a remarkably close correlation between good customer
experiences and customer loyalty. The customers of companies who provide good
experiences are more likely to buy again from the same provider, and more reluctant to
switch over to competitors.

Related Books

Free with a 30 day trial from Scribd

See all

Related Audiobooks

Free with a 30 day trial from Scribd

See all
  • Be the first to comment

    Be the first to comment

    Login to see the comments

  • gsgoulart

    Apr. 25, 2013
  • noynoynoy

    May. 1, 2013
  • eenglish2010

    May. 3, 2013
  • sschukina

    May. 28, 2013
  • dannyschool

    Jun. 4, 2013
  • lucasmachadosilva

    Jun. 20, 2013
  • emile_a

    Jun. 24, 2013
  • KrayF

    Jul. 18, 2013
  • mrjoni

    Sep. 10, 2013
  • ChristinSilberbach

    Sep. 12, 2013
  • hangzcai

    Sep. 14, 2013
  • KaitlinStinson

    Nov. 19, 2013
  • documentalistadigital

    Dec. 8, 2013
  • carmen2611

    Dec. 28, 2013
  • afafenn

    Apr. 21, 2015
  • emmanuelashibuogwu1

    Jun. 23, 2015
  • ihsan_eken

    Jul. 7, 2015
  • mmeadowsla

    Nov. 23, 2016
  • williammdavis

    Dec. 8, 2016
  • NiNiracha

    Feb. 1, 2019

experience lived up to their promises? chase. (See Figure 1) FIG. 1: BUSINESS DYNAMICS ARE BETTER FOR CUSTOMER EXPERIENCE LEADERS Customer experience index relative to industry average First quartile Second quartile Third quartile Fourth quartile Likelihood to consider another purchase from 6.0% provider compared to industry average 2.1% -3.0% y Reluctance to switch -8.9% business away from 6.8% provider compared to or industry average 1.1% mer e -4.0% g. Source: North American Technographics® customer experience online survey. Q3 2007 -11.2% Research shows that there is a remarkably close correlation between good customer experiences and customer loyalty. The customers of companies who provide good experiences are more likely to buy again from the same provider, and more reluctant to switch over to competitors.

Views

Total views

115,035

On Slideshare

0

From embeds

0

Number of embeds

5,814

Actions

Downloads

5,734

Shares

0

Comments

0

Likes

338

×