Fuse Customer Insight into your strategy for a BIG WIN or sit down and prepare for an EPIC FAIL!

1. customer insight
= market success
Fuse Customer Insight into
your strategy for a BIG WIN
or sit down and prepare for
an EPIC FAIL!
s
LISTEN
ut
it inp
lic
o
61%
sur
vey
of CEOs are focused on
l fa
c e t i me
m
yalty
r lo
e
fe
bac
oo
customer insight
cus
to
unso l i ci t ed
ed
Customer
Obsession
old
k
ch
s
84% Customer Insight into action
of outperforming CEOs translate
73
% of outperforming CEOs are implementing extensive changes
to improve the understanding of individual customer needs
customer experience
hint
Listen not just to your customers, but to your
employees! (they interact with your customers!)
80%
ONLY
customer
retention is the
8%
percent
#1 driver
for investing
in customer
experience
of those
of companies
companies’
believe they deliver
a superior experience customers agree
of brands received
good or excellent
Forrester Customer
Experience Index
Scores this year.
Customer Experience across Place Product and People = profits
2012 CLICKFOX Brand Loyalty Study
shows the top brands consumers couldn’t live without:
Brand known worldwide
for legendary customer experience, personalized customer journey
across multiple touchpoints and employee empowerment
?
Companies that prioritize customer experience have
Don’t just connect with your customers,
connect across your organization to share
insight and create competitive advantage!
loses 50%
86% of loyal
Go To Marke
of its customer base
every 5 years
customers
4%
Only
are willing to pay up to
for products and services
yalty =
of customers tell
the business
why they take
their business
elsewhere
25% more
WOMM
loyal
custom
ers
spend
an ave
rage
of
Customer Lo
customer loyalty
The average business
69% of customers show loyalty by spending more
hint
higher profits
t Succes
s
hint
60%
67%
mor
e
than n
ew
custom
ers
Referra
Busine l
ss
Want to GROW your Share of Wallet?
Stay connected throughout the
customer lifecycleand ASK for their business!
Mature companies entering new markets
fail
99
%
of the time
“
If I had an hour...I would
spend 59 minutes defining
the problem and 1 minute
“
finding solutions.
Albert Einstein
Let us fuse Customer Insight
into your Solution!
sources:
http://www.clickfox.com/insights/consumer-surveys/
http://www.ibm.com/ceostudy
http://blogs.forrester.com/category/customer_experience_index
Have 1 minute? Let’s connect!
w w w. f u s e l i n e c x . c o m | 7 0 3 . 3 6 2 . 8 8 73
http://www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf
http://www.tarp.com
http://hbr.org/2012/05/managing-your-innovation-portfolio/ar/1
Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy
LISTEN
CONNECT
GROW