FSI- Claim the Customer Experience Now

•

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Lithium

Business Technologie

technology
consumer electronics manufacturing
automotive
food & beverage
aerospace & defense
entertainment
metals industry
food manufacturing
telecommunications
consumer package goods
pharmaceuticals
energy
consumer health companies
brewing & spirits
chemicals
media
banks

73%
70%
66%
62%
62%
62%
61%
61%
60%
60%
57%
57%
55%
54%
51%
50%
49%

think the answer
is to become a
trusted advisor?

who do customers trust?
people
like them

90%

authentic communication is required;
everything else is lip service
•
•

transactions

relationship

data

Money Maps

How customers perceive their
interactions with your company

Customer experience
correlates with loyalty

Customer experience
correlates with loyalty
Willingness to consider
another purchase

Customer experience
correlates with loyalty
Willingness to consider
another purchase
Likelihood to recommend
to a friend

Customer experience
correlates with loyalty
Willingness to consider
another purchase
Likelihood to recommend
to a friend
Likelihood to switch
business to a competitor

September 2013 “The Facebook Factor: US Online Youth”

© 2013 Forrester Research, Inc. Reproduction Prohibited

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FSI- Claim the Customer Experience Now

5. technology consumer electronics manufacturing automotive food & beverage aerospace & defense entertainment metals industry food manufacturing telecommunications consumer package goods pharmaceuticals energy consumer health companies brewing & spirits chemicals media banks 73% 70% 66% 62% 62% 62% 61% 61% 60% 60% 57% 57% 55% 54% 51% 50% 49%

6. think the answer is to become a trusted advisor?

7. who do customers trust? people like them 90%

8. who do customers trust? brands 14%

9. • • •

10.

11.

12.

13. authentic communication is required; everything else is lip service • •

14. transactions relationship data Money Maps

15.

16. • •

17.

18.

19. How customers perceive their interactions with your company

20.

21. Meets Needs

22. Easy Meets Needs

23. Enjoyable Easy Meets Needs

24.

25.

26.

27. Customer experience correlates with loyalty

28. Customer experience correlates with loyalty Willingness to consider another purchase

29. Customer experience correlates with loyalty Willingness to consider another purchase Likelihood to recommend to a friend

30. Customer experience correlates with loyalty Willingness to consider another purchase Likelihood to recommend to a friend Likelihood to switch business to a competitor

31.

32.

33.

34.

35.

36.

37.

38.