the transformation of retail - fit for business presentation
TRANSCRIPT
Maximising satisfaction with customer journeys
redseed.com
Increase customer satisfaction by:
20%Can lift revenue by up to:
15%Lower the cost of serving customers by:
20%
MCKINSEY AND COMPANY
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Loyal customers are:
redseed.com
5x as likely to repurchase
TEMKIN GROUP
5x as likely to forgive
7x as likely to try a new offering
4x as likely to refer !!!
" " " " " " "
$ $ $ $ $
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68% of customers are willing to spend more with a company they believe provides excellent customer service.
redseed.com
AMERICAN EXPRESS/EBIQUITY – GLOBAL CUSTOMER SERVICE BAROMETER, 2014
Increase in customer retention
redseed.com
LEADING ON THE EDGE OF CHAOS, EMMET MURPHY AND MARK MURPHY
2%10%
=!
Decreasing costs by
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