1. “ Customer Experience….. Mapping and Measuring” Prepared for CCA Seminar 27th October 2005

4. Most companies have fundamental gaps in their customer lifecycle model Source: 63% do not know how many high value customers they lose In most markets, just 1% of customers are worth about 30% of total margin, but 58% do not have any special development plans for these key customers 41% do not record customer contact channel preferences, let alone contact customers through their preferred medium. Only 13% of senior management have regular contact with customers In more than 90% of companies, Staff who are responsible for talking to customers could not articulate why customers should buy from them Only 35% bother to thank new customers Only 2% have regular winback programmes 47% do not have any sales lead distribution agreements Although 52% look at the quantity of customers acquired, only 8% look at the quality of customers acquired. 30% follow-up a complaint to check on satisfactory resolution Only 4% of companies have an enterprise-wide customer information plan 11% drive contact strategies via a database QCI/WPP Customer Management Research project 2003

9. An Example – Electricity Company

15. Home Movers Experience – staff view

16. Home Movers Experience – customer view

17. Home Movers Experience – compared

20. An Example – Life Assurance (early work)

24. Surrender Queries – staff view

26. An Example – Train Franchise

28. . .