We went to London for the Europe's Customer Festival and we brought back 7 takeaways around the themes of the conference: Loyalty (understand, engage and retain your customers), Big Data (gain insights by understanding behavior), Omni Channel (create a seamless experience online and offline) and Total Payments (the moment of payment is critical to a customer experience strategy).

1. 7 Key Takeaways
Europe’s Customer
Festival 2013
#CustFest
16-17 September 2013, London
Relax In The Air
7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com

2. Loyalty
Omnichannel
Source: Terrapinn, Europe’s Customer Festival, London 2013
7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com
Total Payments
Big data
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3. Loyalty
Omnichannel
Total Payments
Big data
Loyalty on the go... at any touchpoint
Consumer wants to connect to brands via mobile phones:
37% of consumers would be interested in participating in a
mobile customer loyalty program from a brand they trust.
Loyalty comes from building a relationship.
Relationships evolve.
Source: HipCricket
7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com
Relax In The Air

4. Loyalty
Omnichannel
Total Payments
Big data
Wondering how to run a commercially
viable and profitable loyalty program?
Manage dilution and avoid losing money.
Easyjet reboosted its loyalty:
From adds-on services that lose value at the gate
to long-term membership that rewards customers and
builds a consistent recurrent income for the company.
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7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com

5. Loyalty
Omnichannel
Total Payments
Big data
At a basic level what do customers really want?
Experience, again.
How have these needs been met throughout time?
Choice
Value
Experience
Source: AIMIA
Convenience
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7 Key Takeaways from Europe’s Customer Festival 2013, London
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6. Loyalty
Omnichannel
Total Payments
Businesses offer
products and services
that lead to an holistic
experience that spans
from searching,
choosing, buying, using
to advocating (or not).
From the website or from
the shop floor, provide your
customers, employees and
partners with a valuable,
effective and seamless
experience at any
touchpoint.
Big data
Service
Experience
(SX)
Customer
Experience
(CX)
User
Experience
(UX)
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7 Key Takeaways from Europe’s Customer Festival 2013, London
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7. Loyalty
Omnichannel
Total Payments
Big data
Showrooming - when consumers stroll
around in shopping mode - is more about
research and testing than price comparison.
‘‘ Showrooming is becoming more prevalent on our high
streets, an outcome of the recessionary woes and
consumers are continually looking for ways to make their
money to go further.
To combat this, the retailer needs to take the fight to the
shop floor by using the same technology to counter the
e-retails onslaught.’’
– Mark Prior-Egerton
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7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com

8. Loyalty
Omnichannel
Total Payments
Big data
Don’t let data mining turn into data dredging
Myth
Data is the secret
to success
Reality
Data is ‘‘just’’ another
competitive edge
Size matters
Value of data beats volume
Data is free
But using it definitely isn’t
Computers
replace analysts
Computers
enhance value of analysts
Source: AIMIA
7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com
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9. Omnichannel
Total Payments
Big data
Photo courtesy: http://harperreed.com
Loyalty
‘’Look for answers in
your data, don’t ask
questions with it.’’
– Harper Reed
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7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com

10. Keep in touch
Relax In The Air
Relax In The Air
Rue Vautier 16
CH-1227 Carouge
hello@relaxintheair.com
www.relaxintheair.com
Relax In The Air
7 Key Takeaways from Europe’s Customer Festival 2013, London
Brought to you by www.relaxintheair.com