How do you affect the Moments of Interaction?

1. <Insert Picture Here>
It’s like one day I woke up and everything had changed
Corporate Brand
and the value of
Customer Experience

2. 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

3. Customer Experience Impact Revenue
* Forrester Report – Customer Experience Boost Revenue
$10 Billion Dollar Company Example

4. Engagement correlates to Financial
Performance
* ENGAGEMENTS db: New Study Finds correlation Between Social media and Financial Success

5. 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.

6. Customer Experience Value Alignment
* The Customer Experience Lifecycle – Oracle Executive Strategy Series – July 2012
Define the pillars of value around Acquisition, Retention and Efficiency

7. C-Level Executive Focus
* 2012 Global Customer Experience Disruptive Study