some interesting content on customer experience
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The Business Value Of Customer Experience
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Experiences happen anytime, anywhere, all day, every day
mobilesociallocal
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of consumers will PAY MORE for a better Customer Experience.*86%
*Source: Harris Interactive Customer Experience Impact (CEI) Survey, September 2011
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What is Customer Experience?
“Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of
their relationship with that supplier.”
Source: http://en.wikipedia.org/wiki/Customer_experience
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DESIRABLEDESIRABLE
Understand What Matters Most To The Consumer
Consumer ValueIntent, Expectation, Perception
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Do You Understand Your Customers?
Understand me.Make it easy.Give me what I need.“
”
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1. Moments Influence Attitude2. Attitudes Drive Behavior3. Behaviors Delivers Results
Understand Consumer Behavior
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The Customer Experience LifecyclePURCHASE RECOMMEND
MAINTAIN
RESEARCH NEED RECEIVE USE
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SELECT BUY OWNSupport & ServeMarket & Sell
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The Moments Of Truth & OpportunityThat Define The Experience
Not all moments of interaction are equal
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Behaviors Deliver ResultsMeasurements of a Behavior• Conversion rate = Success in turning Shoppers into Buyers• Loyalty = Satisfaction to buy again• Advocacy = Sharing recommendations with others• Churn = Leaving you to buy from someone else• Self Service Rate = Adoption of web based support
http://www.badgeville.com
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Attitudes Influence BehaviorsChange Attitudes To Change Behaviors• Conversion rate = Confidence I am making the right decision• Loyalty = Belief that I continue to get value from you• Advocacy = Credibility that I risk my personal reputation for• Retention = Perception of unique, unmatched value• Self Service Rate = Empowerment to self solve at own pace
http://www.badgeville.com
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VIABLE
Understand The Business Impact
Business ValueAcquisition, Retention, Efficiency
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CX Value Equation – CARECX = Acquisition + Retention + Efficiency
RRetention (Build Trust &
Strengthen Relationships)
AAcquisition (Increase Sales
& Adoption)
EEfficiency (Reduce Costs
& Effort)
+ +
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