the path to great customer experience by wayne neal
TRANSCRIPT
The Path to GreatCustomer Experiences
Wayne Neale@waynecneale
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Complexity
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The BUSINESS Case of Customer Experience
“Apple’s success, creating products that offer as much simplicity as functionality drives market share and premium pricing. Recent studies validate this strategy.” Forrester Research finds that “implementing a focus on customers’ experience increases their willingness to pay by 14.4 percent, reduces their reluctance to switch brands by 15.8 percent, and boosts their likelihood to recommend your product by 16.6 percent.”
Forester Research
Market Cap
$675B
Acquired $1B
$292B
$50B
$43B
$1B
$3B
$0
Basic Customer Journey
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DISCOVERY MOMENTS
EXPECTATION MOMENTS
TRANSITION MOMENTS
FEEDBACK MOMENTS
RECOVERY MOMENTS
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Moments of Truth
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The Intended & ActualCustomer Experience
