FSI- Claim the Customer Experience Now

technology consumer electronics manufacturing

automotive food & beverage

aerospace & defense entertainment

metals industry food manufacturing

telecommunications consumer package goods

pharmaceuticals energy

consumer health companies brewing & spirits

chemicals media banks

73% 70% 66% 62% 62% 62% 61% 61% 60% 60% 57% 57% 55% 54% 51% 50% 49%

think the answer is to become a

trusted advisor?

who do customers trust?

people like them

90%

brands

14%

who do customers trust?

•••

authentic communication is required; everything else is lip service

•

•

Money Maps

transactions

relationship data Money Maps

•

•

How customers perceive their interactions with your company

Meets Needs

Meets Needs

Easy

Meets Needs

Easy

Enjoyable

Customer experience correlates with loyalty

Willingness to consider another purchase



Likelihood to recommend to a friend



Likelihood to recommend to a friend

Likelihood to switch business to a competitor


© 2013 Forrester Research, Inc. Reproduction Prohibited

September 2013 “The Facebook Factor: US Online Youth”











Business

FSI- Claim the Customer Experience Now