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1. How to maximize your sales by enhancing your customer experience Sales Performance Conference September 17th and 18th 2009 Audrey Martin Business Development Manager

4. A majority of executives consider that innovation is critical Source: Saugatuck Technology Inc. and BusinessWeek Research Services C-Team Study (2006)

5. Drivers of innovation Source: Capgemini “Innovation Leader or Laggard?” (2009)

7. Customer experience maturity leads to competitive advantage Source: Peppers ans Rogers Group and SAS (2008)

8. Customers with good experiences consider purchasing more Correlation between high customer experience index and willingness to purchase again from the same provider Source: Forrester Research (2009)

9. But they don’t see uniqueness today Source: Allurent/Endeca (2008)

10. How to differentiate online? Product presentation is key to purchase decision New ways of improving online customer experience - Rich Media - Web 2.0 - Interactivity - Social networking Source: Nielsen Online “Mystery Shopping Surveys” (2008) - Pleasant colors - A user-friendly design and structure - Good quality pictures

11. Most effective product presentations Source: Adobe Scene7 Survey (2009)

12. Planned and deployed strategies Source: Adobe Scene7 Survey (2009)

17. Thank you for your attention