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ROI in the Customer Experience ,[object Object],Colin Shaw,[object Object],Best Selling CE Author ,[object Object],CEO, Beyond Philosophy,[object Object]
1. Viewer Window,[object Object],2. Control Panel,[object Object],GoToWebinar Example Interface,[object Object],Webinar Interface Review,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object],2,[object Object]
3,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object],The Beyond Philosophy Perspective,[object Object],Customer Experience is all we do!,[object Object],Thought leadership is our differentiator,[object Object],Offices in London, Atlanta with Partners in Europe & Asia,[object Object],Links with ,[object Object],Academia,[object Object],Focus on the emotional side of the Customer Experience,[object Object]
4,[object Object],We are Proud to Have Helped Some Great Organizations…,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
Why is this such a challenge….,[object Object],It’s a religion…,[object Object],Hearts and Minds, and people’s understanding of the Customer Experience are the root cause of people’s lack of acceptance…,[object Object],5,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
6,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
When in Rome…,[object Object],7,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
The ways of getting to ROI…,[object Object],General models,[object Object],Company specific research,[object Object],Other company case studies,[object Object],Cost savings,[object Object],8,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
9,[object Object],Source: Watermark Consulting 2010.,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
4,700 consumer surveys,[object Object],Forrester analysis shows that good customer experience correlates to:,[object Object],Consumers’ willingness to repurchase ,[object Object],Reluctance to switch,[object Object],Likelihood to recommend firms ,[object Object],Correlation between customer experience and loyalty increased in every industry over the last year. ,[object Object],Source: Forrester. February 18th 2009.,[object Object],Correlation between customer experiences and loyalty of 100 US companies,[object Object],10,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
11,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object],Case Study:,[object Object],Enterprise with 2 million customers,[object Object],Revenue = $200,000,000 per year ,[object Object],Average Revenue per customer = $100 per year,[object Object],Sources: Cherry Tree Research, Bain & Co., McKinsey, Harvard Business Review and Gartner,[object Object],2,992 customers,[object Object],$299,200,[object Object],At risk — 34%Issue not resolved,[object Object],2,464 customers,[object Object],$246,400,[object Object],Complain2%,[object Object],Defect — 28%,[object Object],8,800,[object Object],customers,[object Object],Poor experience22%,[object Object],Resolved — 38%,[object Object],440,000,[object Object],customers,[object Object],Do notcomplain98%,[object Object],At risk — 55%Decline in wallet,[object Object],share,[object Object],237,160 customers,[object Object],$23,716,000,[object Object],Positiveexperience 78%,[object Object],431,200,[object Object],customers,[object Object],194,040 customers,[object Object],$19,404,000,[object Object],Defect — 45% ,[object Object]
The ways of getting to ROI…,[object Object],General models,[object Object],Company specific research,[object Object],Other company case studies,[object Object],Cost savings,[object Object],12,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
Middle East Telecommunications Company,[object Object],13,[object Object],Product quality versus,[object Object],emotional engagement,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
Priority Order of the Attributes (Combined desirability and current value) – Premium Consumers ,[object Object],14,[object Object],Desired by Customer,[object Object],Effect on Value,[object Object],Top Ten,[object Object],+,[object Object],Relative Magnitude,[object Object],-,[object Object],0,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
The ways of getting to ROI…,[object Object],General models,[object Object],Company specific research,[object Object],Other company case studies,[object Object],Cost savings,[object Object],15,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
16,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
17,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object]
Improving Customer Satisfaction: Memorial Herman Hospital System (MHHS),[object Object],18,[object Object],Beyond Philosophy © All rights reserved. 2001-2011,[object Object],The Context,[object Object],[object Object]
Customer Satisfaction drives a large percentage of government sponsored reimbursement  for hospitals in the USA
This reimbursement is crucial for hospitals to recoup the cost of care to indigent population s for which they are required to provide service for.
Roughly, every percentage point increase  in PSAT above 75% represents $1.4m
MHHS provides more care to indigents than any of its competitors .
A typical Hospital had Patient Satisfaction scores of about 81%.   The Change,[object Object],[object Object]
The end result was a revamp of MHHS’  inpatient and outpatient Caner, Heart & Lung and Emergency Room experiences .The Benefit,[object Object],[object Object]
91% in poor performing hospitals

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  1. THANK YOU! We enjoyed the opportunity to interact with you today.Please complete the SHORT survey that includes an opportunity to receive a copy of this webinar information. We appreciate your feedback as we strive to continually improve our customer experience.Our next webinar will be held on April 15th . If you’d like to participate, please let us know.Should you have questions or want additional information, please contact us.