Customer Experience from Competitive ADDvantage
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Competitive ADDvantage - Dare to be different competitive ADDvantage ‘dare to be different’ totally customer centric focused on elevating your business results
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Customer Experience presentation from Competitive ADDvantage, focused on the benefits of providing a great customer experience. A great experience will achieve a competitive advantage for any organisation, whereas a poor experience can damage a \'brand\'.
Transcript of Customer Experience from Competitive ADDvantage
Competitive ADDvantage - Dare to be different
competitive ADDvantage
‘dare to be different’
totally customer centric focused on elevating your business results
Competitive ADDvantage - Dare to be different
What is Customer Experience?
Customers will have an ‘experience’
We all have an ‘experience’
You can’t stop customers from having them
Customer experiences happen everywhere
Good experiences increase customer loyalty & results
Bad experiences negatively impact on business
We can make the ‘experiences’ better
Competitive ADDvantage - Dare to be different
Customer Experience is made up of…
Our expectations
Our feelings
Our interpretations
Our memories
Our beliefs
Think about you as a loyal customer, it’s probably not just about product or service. It’s about how they make you feel –
the experience you have.
Interacting with a brand creates
lasting experience
which effects the perception of the brand.
Competitive ADDvantage - Dare to be different
Experiences happen everywhere…
Every point of contact a customer has with your brand is called a ‘touch point’.
Touch points are ‘gateways’ for customers to fulfil their goals.
A poor experience at any touch point may see your customer going elsewhere.
A good experience will mean they will continue their journey to complete their goal with you.
Competitive ADDvantage - Dare to be different
Customer-Business Touch Points are…
Your website
Your branch or shop
Your telephone system
Your email support
Your delivery function
Your brochure – application form – instruction manual
Each touch point your business offers should support the customer to reach their goal.
Competitive ADDvantage - Dare to be different
Lost Business81% would stop doing business69% would NEVER return
Viral Detractors74% tell others about poor treatment20% have posted negative feedback online
Operational Burden61% have directly complained37% have returned products
A BAD customer experience leads to
Source: 2008 Customer Experience Impact Report(RightNow Technologies & Harris Interactive)
Competitive ADDvantage - Dare to be different
Customer Acquisition53% would recommend the organisation to others
Repeat Business52% would feel encouraged to spend more
Sustained Business50% will always/often pay more for better experience
A GOOD customer experience leads to
Source: 2008 Customer Experience Impact Report(RightNow Technologies & Harris Interactive)
Competitive ADDvantage - Dare to be different
When did you last measure it?
When did you last ask a customer?
What do your competitors do?
What do your customers say about them?
How does the customer ‘experience’ you deliver measure up?
Competitive ADDvantage - Dare to be different
Competitive ADDvantage - Dare to be different
Each ‘experience’ project is supported by a range of solutions designed to
create a bespoke competitive ADDvantage
Competitive ADDvantage - Dare to be different
Creating today’s Competitive Advantage
is about daring to be different
It will simply be the ……‘Difference that makes the Difference’
that will determine who are ourfuture winners and losers
Competitive ADDvantage - Dare to be different
To start the process ofdifferentiating your service or
proposition is just an initial contact..It’s free to talk but the rewards could
be huge
Want to know more or how?
You can contact us at:
T: +44 [0]7595 496847 or +44 [0]7808 062009
E: [email protected] or
www: www.competitiveaddvantage.co.uk
