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Increasing Loyalty Through Customer Experience

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Information about Increasing Loyalty Through Customer Experience
Business & Mgmt

Published on March 5, 2014

Author: mdowson

Source: slideshare.net

Description

Talk first given to the Customer Experience Transformation in Retail conference Feb 2014 (IQPC). Discusses link between Loyalty and Customer Experience, goes on to articulate the journey towards loyalty and the need for a customer-led organisation to support these efforts.
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Martin Dowson Increasing Loyalty through Customer Experience

(c) wysz @ flickr Exceptional Experiences Driving Loyalty?

What is Loyalty

Blind Devotion

‘Til Death Do Us Part

Define Loyalty

Consider

Trust

Forgive

All industries have gaps to fill http://experiencematters.wordpress.com/2012/12/03/what-is-loyalty-and-is-it-dead/

Experience does lead Loyalty CX Leaders Outperformed Laggards by 26 19.5 13 6.5 0 NPS Loyalty Trust http://experiencematters.wordpress.com/2013/11/26/temkin-experience-ratings-correlate-to-loyalty/

Unexpected Loyalty Under/Over Performance on Loyalty vs CX Rating 18 13.5 9 4.5 0 -4.5 -9 -13.5 Apple BMW USAA Sears http://experiencematters.wordpress.com/2012/11/29/companies-dont-earn-the-loyalty-their-cx-deserves/

Loyalty Drivers Customer Mobility Service Expectations Emotionality Product Quality Clear Alternatives Product Fit Commodity Market

Everyone in the organisation has a part to play

The Journey to Loyalty

The Journey to Loyalty Delight Your Customers Differentiate The Experience Consistently Deliver The Experience Years Loyalty Fix the Basics

The Journey to Loyalty Delight Your Customers perceived value of an experience Differentiate The Experience Consistently Deliver The Experience Fix the Basics consistently positive emotional experience physical attributebased satisfaction

Creating Memories

The Customer Led Organisation Drives Loyalty

The Customer Led Business http://experiencezen.com/?p=170

The Customer Led Business http://experiencezen.com/?p=170

The Customer Led Business http://experiencezen.com/?p=170

Delivering Happiness

Reverse Thinking

Reverse Thinking

Martin Dowson CXPA Board of Ambassadors CX Director @ Comotion Blogs @ ExperienceZen.com Connect @ uk.linkedin.com/in/thecxguy/ martin.dowson@comotional.com

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