8. Why The In-Store Experience Matters...
The Connected Customer -
Social Buzz
9. A Bad Customer
Experience Leads to...
• Lost Business
81% would stop doing business
69% would NEVER return
• Viral Detractors
74% tell others about poor treatment
20% have posted negative feedback online
• Operational Burden
61% have directly complained
37% have returned products
Source: 2008 Customer Experience Impact Report
(RightNow Technologies & Harris Interactive)
10. A Good Customer
Experience Leads to...
• Customer Acquisition
53% would recommend
• Repeat Business
52% would feel encouraged to spend more
• Sustained Business
50% will always/often pay more for better
Source: 2008 Customer Experience Impact Report
(RightNow Technologies & Harris Interactive)
35. The Experience Is Integrated
Labs/Cafes
Guest Services
Wayfinding Casino/Bars
Spa/Fitness
Staterooms
Crew Cabins
Property
Management
Broadcast Center Onboard Administration
Appointments
Shore Excursions
BizTalk Point of Sale