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It’s like one day I woke up and everything had changed

Corporate Brand and the value of

Customer Experience

Brand Value and Customer Experience

Value of the Brand and Customer Experience

• 86% of consumers will pay more for a better customer

experience.

• 89% of consumers began doing business with a

competitor following a poor customer experience.

• 79% of consumers who shared complaints about poor

customer experience online had their complaints

ignored.

• 50% percent of consumers give a brand only one week

to respond to a question before they stop doing

business with them.

* The 2011 Customer Experience Impact (CEI) Report – Harris Interactive

Customer Experience Impact Revenue

* Forrester Report – Customer Experience Boost Revenue

$10 Billion Dollar Company Example

Engagement correlates to Financial

Performance

* ENGAGEMENTS db: New Study Finds correlation Between Social media and Financial Success

Define Business Value Around the

Customer Experience Lifecycle

* The Customer Experience Lifecycle – Oracle Executive Strategy Series – July 2012

Customer Experience Lifecycle – Customers want simple, consistent, and relevant experiences across all interactions throughout the lifecycle. These experiences create the loyalty, advocacy, and repeat business that drives success. Integrated and well-designed solutions are the key to sustaining this high level of customer experience. Driving customer acquisition, retention and efficiency make leading companies successful.

Customer Experience Value Alignment

* The Customer Experience Lifecycle – Oracle Executive Strategy Series – July 2012

Define the pillars of value around Acquisition, Retention and Efficiency

C-Level Executive Focus

* 2012 Global Customer Experience Disruptive Study