Increasing Loyalty through Customer Experience

  • Published on
    17-Jan-2015

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A talk first delivered to the Customer Experience Transformation in Retail conference in February 2014 (IQPC). Exploring the link between Customer Experience and Loyalty.

Transcript

  • 1. Martin Dowson Increasing Loyalty through Customer Experience
  • 2. (c) wysz @ ickr Exceptional Experiences Driving Loyalty?
  • 3. What is Loyalty
  • 4. Blind Devotion
  • 5. Til Death Do Us Part
  • 6. Dene Loyalty
  • 7. Consider
  • 8. Trust
  • 9. Forgive
  • 10. All industries have gaps to ll http://experiencematters.wordpress.com/2012/12/03/what-is-loyalty-and-is-it-dead/
  • 11. Experience does lead Loyalty CX Leaders Outperformed Laggards by 26 19.5 13 6.5 0 NPS Loyalty Trust http://experiencematters.wordpress.com/2013/11/26/temkin-experience-ratings-correlate-to-loyalty/
  • 12. Unexpected Loyalty Under/Over Performance on Loyalty vs CX Rating 18 13.5 9 4.5 0 -4.5 -9 -13.5 Apple BMW USAA Sears http://experiencematters.wordpress.com/2012/11/29/companies-dont-earn-the-loyalty-their-cx-deserves/
  • 13. Loyalty Drivers Customer Mobility Service Expectations Emotionality Product Quality Clear Alternatives Product Fit Commodity Market
  • 14. Everyone in the organisation has a part to play
  • 15. The Journey to Loyalty
  • 16. The Journey to Loyalty Delight Your Customers Differentiate The Experience Consistently Deliver The Experience Years Loyalty Fix the Basics
  • 17. The Journey to Loyalty Delight Your Customers perceived value of an experience Differentiate The Experience Consistently Deliver The Experience Fix the Basics consistently positive emotional experience physical attributebased satisfaction
  • 18. Creating Memories
  • 19. The Customer Led Organisation Drives Loyalty
  • 20. The Customer Led Business http://experiencezen.com/?p=170
  • 21. The Customer Led Business http://experiencezen.com/?p=170
  • 22. The Customer Led Business http://experiencezen.com/?p=170
  • 23. Delivering Happiness
  • 24. Reverse Thinking
  • 25. Reverse Thinking
  • 26. Martin Dowson CXPA Board of Ambassadors CX Director @ Comotion Blogs @ ExperienceZen.com Connect @ uk.linkedin.com/in/thecxguy/ martin.dowson@comotional.com

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