Increasing Loyalty through Customer Experience

Martin Dowson

(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 LoyaltyCX Leaders Outperformed Laggards by

0

6.5

13

19.5

26

NPS Loyalty Trust

http://experiencematters.wordpress.com/2013/11/26/temkin-experience-ratings-correlate-to-loyalty/

Unexpected LoyaltyUnder/Over Performance on Loyalty vs CX Rating

-13.5

-9

-4.5

0

4.5

9

13.5

18

Apple BMW USAA Sears

http://experiencematters.wordpress.com/2012/11/29/companies-dont-earn-the-loyalty-their-cx-deserves/

Loyalty Drivers

Product FitProduct Quality

Service ExpectationsCustomer Mobility

Commodity MarketClear Alternatives

Emotionality

Everyone in the organisation has a part to play

The Journey to Loyalty

Fix the Basics

Consistently Deliver The Experience

Differentiate The Experience

Delight Your Customers

The Journey to Loyalty

Years

Loyalty

Fix the Basics

Consistently Deliver The Experience

Differentiate The Experience

Delight Your Customers

The Journey to Loyalty

consistently positive emotional experience

physical attribute-based satisfaction

perceived value of an experience

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 DowsonCXPA Board of Ambassadors

CX Director @ Comotion

Blogs @ ExperienceZen.com

Connect @

uk.linkedin.com/in/thecxguy/

martin.dowson@comotional.com