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cust
omer
exp
erie
nce
of companiesbelieve they deliver
a superior experience
of thosecompanies’
customers agree
percentof brands received
good or excellentForrester Customer
Experience IndexScores this year.
ONLY
cust
omer
insi
ght
If I had an hour...I would spend 59 minutes defining the problem and 1 minute
finding solutions. Albert Einstein
Let us fuse Customer Insightinto your Solution!
cust
omer
loya
lty
73% of outperforming CEOs are implementing extensive changes to improve the understanding of individual customer needs
Companies that prioritize customer experience have 60% higher profits
69% of customers show loyalty by spending more
customer insight = market success
“
Fuse Customer Insight intoyour strategy for a BIG WINor sit down and prepare for an EPIC FAIL!
of CEOs are focused on
CustomerObsession
61%
“
80%
8%
86% of loyal customers
are willing to pay up to
25% more for products and services
The average business
loses 50%of its customer base
every 5 years
L I S T E N C O N N E C T G R O W
Customer Loyalty =
Go To Market Success
WOMM
Referral Business
loyalcustomersspend
an averageof
67%more
than new customers
Have 1 minute? Let’s connect!
Only4%of customers tell
the businesswhy they taketheir business
elsewhere
w w w . f u s e l i n e c x . c o m | 7 0 3 . 3 6 2 . 8 8 7 3
customer retention is the
#1 driverfor investing in customer experience
sources:http://www.clickfox.com/insights/consumer-surveys/
http://www.ibm.com/ceostudy
http://blogs.forrester.com/category/customer_experience_index
http://www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf
http://www.tarp.com
http://hbr.org/2012/05/managing-your-innovation-portfolio/ar/1
Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy
hint Listen not just to your customers, but to your employees! (they interact with your customers!)
hintDon’t just connect with your customers, connect across your organization to share insight and create competitive advantage!
hintWant to GROW your Share of Wallet?Stay connected throughout the customer lifecycle-and ASK for their business!
LISTENLISTENLISTEN
Customer Insight into action84%
Customer Experience across Place Product and People
2012 CLICKFOX Brand Loyalty Studyshows the top brands consumers couldn’t live without:
Mature companies entering new markets fail 99 %of the time
Brand known worldwidefor legendary customer experience, personalized customer journey
across multiple touchpoints and employee empowerment
= profits
customer
loya
ltyso
licit input
old school f
ace
tim
e
unso
licited feedback
of outperforming CEOs translate
survey
?