Most Businesses are having to refocus and reorient themselves in order to survive in the Age of the Customer. The undeterred focus on Customer Experience is happening now more than ever and that means there is very little room for error. There are specific things you shouldn't be doing, certain very basic things you need to be really good at. So, find out what all of them are and use this knowledge to become a Customer Experience leader

1. WAKE UP FOLKS!
YOUR CUSTOMER IS YOUR BOSS

2. Customer Experience – the
main difference between
you retaining and losing a
customer.
If there’s one major shift that Businesses
have experienced over the past couple of
years, it is how powerful and self-aware
customers have become. Right from
choosing a brand to deciding how to interact
with the brand every single time, the
modern day customer wields true power.
And somewhere along this evolution of the
customer, Customer Experience has
become a major differentiator for
Companies – literally the only difference at
times between you retaining and losing a
customer.

3. Is the
‘Age of the Customer’
upon us?

4. 2016
vs
2010
In 2016, 89% of companies expect to compete mostly on the
basis of customer experience, versus 36% in 2010.0
25
50
75
100
2016 vs 2010
(Source: Gartner)

5. 2017
By 2017, 50% of consumer product investments will be
redirected to customer experience innovations.
50% 50%
(Source: Gartner)
Customer Experience
Branding, Design, Features, etc

6. 2020
By 2020, customer experience will overtake price and
product as the key brand differentiator.
0
25
50
75
100
Price
Product
Customer Experience
(Source: Walker Information)

7. But why is my Business
unable to make
Customers a priority?

8. Conventional Organizational Silos that hinder
sharing of Customer Data and Insights
Demotivated Employees who could not care
less about the Customers’ Experience

9. Taking decisions
without involving the
customer’s
perspective.
Too much emphasis
on Process than on
People
The traditional mindset to lure
customers with discount
sales, free coupons, etc with
little or no focus on Customer
Experience.

10. I need to
GET
MY S*** TOGETHER!
NEED HELP WITH CUSTOMER EXPERIENCE?

11. If you want run a
kicka** business, hop
into the
Omni-channel jet!

12. Empower & Motivate
your Employees to make
decisions on their own so that even when a
customer is pissed, they can save the day!

13. Quick and efficient
Customer Service
puts you on the spotlight
(in a good way!).

14. Keep your ears open
ALWAYS – listen to the
customer and most
importantly, act on the
feedback they give you.

15. Social Media is your
once-in-a-lifetime opportunity
to get closest with your consumer base
– show ‘em that you care.

16. Let’s say I do all this.
How does it impact my
Business’s
Profitability?

17. When companies engage and respond to customer
service requests over social media, those customers
spend 20% to 40% more money with the company
than other customers do.
(Source: Bain & Company)
Responding to service requests over social media
Not responding to service requests over social media
0
10
20
30
40
Moneyspent

18. High satisfaction rates result in 2-12
times higher recommendation ratings.
(Source: Market Force)
IMPROVE CUSTOMER
SATISFACTION NOW!

19. 74% of consumers have spent more due to
good customer service
(Source: Bain & Company)
Good Customer Service
0
20
40
60
80
Moneyspent
Poor Customer Service