Presented by: Lynn Olson, VP of Sales and Marketing Performance Technology Partners (PTP)

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Customer Experience

Loyalty

Share-of-Wallet

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Less Loyal Somewhat Loyal

etailer/ ecommerce

Government

Have to be Loyal

Bricks and Mortar

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status, product

loyalty program, personalization, convenience

easy, convenience

service, price

consistency, youth, community

consistency, preference

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People will forget what you said. People will forget what you did.

People will never forget how you made them feel. Dr. Maya Angelou

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• Street Smart

• Skeptical • Pragmatic

• Confident • Savvy • Latent

Narcissism

• Idealists at heart

• $400B spend

Boomers 49-68

Gen X 34-48

Millennials 20-33

• Self-Assured

• Creators • Pessimistic

Generation Z <20

25.9% 24.5% 15.4% 23.6%

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“Earning the Gen Y’s love can be the key to billions – some say trillions – of dollars in buying power.”

Quirk’s Research, February 2014

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Emotion Perception Understanding Needs

Multi-channel Intelligent

Personalized

Customer Service

Effortless Personalized Value

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Factor Objective Considerations Personalization It’s about the customer Profile

Channel of choice Visibility across all interactions Omni-Channel

Engagement Make the connection Next Issue Avoidance

Responsiveness Customers Time Listen and react

Perception Brand Differentiation Why do they buy?

Relationship Customer Preference Affinity Routing

Emotion Make Connections Boomers and Gen Y

Self-Sufficient Leverage Shared Values Crowd Sourcing

Effortless Make your best friend Typically one chance

Are you loyal? Recognition Give back (e.g. loyalty program)

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Customer Experience

Loyalty

Share-of-Wallet