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

?