Presentation of Richard Thomas of Outbox at the Who? When? Where? conference, 19.11.2014, Warsaw, Poland.

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Who? When? Where?
Warsaw 2014
The Importance of Customer Experience
Richard Thomas
Oracle CRM Director, Outbox @OutboxdotPL
Delivering on a Customer Promise

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OUTBOX
COMPANY INTRODUCTION

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We are on a mission, to help our Customers achieve their business goals through the implementation of world class CX & CRM Systems.

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Facts & Figures World class technical skills combined with a high-integrity work ethic Cultural fit that works for global organizations & time-zones
2005
Outbox is founded
+130
Completed CRM Projects
London
Düsseldorf
Warsaw
+200
CRM Consultants
Leading CRM Integrator in the CEE Region
Outbox delivers for business
1000
Person years of experience

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Outbox Clients include top companies from Health, Finance, Manufacturing, Communications, Services & Energy Sector.
Client References

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THE IMPORTANCE
OF
CUSTOMER EXPERIENCE

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The sum of all experiences a customer has with a supplier of goods and services over the duration of a transaction, or during their relationship with that supplier
Definition of Customer Experience

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Over 5 years the Customer Experience leader portfolio generated:
•27% better returns than the S&P 500 Index
•128% better returns than Customer Experience Laggard portfolio
•better annual returns than the S&P 500 Index in 4 out of 5 years
Business Opportunity of Customer Experience

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Trends in Customer Experience & Loyalty
Customer Experience Leaders have:
•19.5% more customers likely to recommend them
•19.2% more customers reluctant to buy elsewhere
•18.4% more customers willing to do repeat business

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Trends in Social Media
•Social media users are willing to pay a 21% premium for brands that deliver great service through social media
•Social media users who receive great service tell an average of 42 people, compared to just 9 people for social absentees
•83% of social media users have not completed an intended purchase because of poor customer service, and inform an average of 53 people, compared to just 49% of those who are not active on social networks (who tell 17 people)
•Sources: 1. Experian Marketing Services; 2. shop.org; 3. American Express

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Conclusions
•Customer Experience is driving customer loyalty
•Social media acts as an amplification mechanism
•Investment in Customer Experience can act as a key differentiator that translates into real business value
•Oracle Real-Time Scheduler can be an enabler of providing a superior Customer Experience around delivering on a customer promise to be somewhere, with something, on time

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OUTBOX DELIVERS FOR BUSINESS
thank you
ALL RIGHTS RESERVED. FOR THE INTENDED RECIPIENT ONLY.

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contact us
ALL RIGHTS RESERVED. FOR THE INTENDED RECIPIENT ONLY.
Richard Thomas Oracle CRM Director, Outbox
E-Mail: richard.thomas@outbox.pl