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A talk first delivered to the Customer Experience Transformation in Retail conference in February 2014 (IQPC). Exploring the link between Customer Experience and Loyalty.
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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/
