Post on 22-Jan-2018
What is happening?
The way we make buying decisions has changed – we expect more
Products1970s
Products + Services 1990s
Relationships2000s
Experience centricToday
A shift from products to experiences
This changes everything
Unit Sales
Branding
Products
Unit margins
Hit products
Value pricing
Experience
Solving Needs
Customer Lifetime Value
Deep relationships
Last 15 years – 52% of Fortune 500companies have disappeared
1955
Life expectancy 75 years
2015
Life expectancy 15 years
How is this possible?
90% 71%Will tell about bad
experiencesBuy from you because
they like you
After the certain point – price does not matteranymore!
What people say?
80%71%Agree that CX is the most
important factor influencinbuying decision
Buy from you because they like you
78%Tell that they would pay more
for a unique product or servicewith unique experience
87%Previous experience is the
most importan factor on futurepurchase
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 strategyand have goals
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
Turn CX Into SalesSix 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.
Customer journey
Collect expectation data from website + email
Target marketing & email
Survey purchaseafter payment
Measure service quality
Ask for a review & share it
Detailed Analytics On Customer Journey Funnel