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TRUST IN USE Gerry McGovern [email protected] www.customercarewords.com @gerrymcgovern
October 22, 2015
Don’t forget it’s a diesel!
0%
10%
20%
30%
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50%
60%
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90%
1986 1990 1995 2000 2005 2009
US Car Buyer Brand Loyalty
Source: CNW Research
UK High-end estate agents are helping foreign criminals launder money through London properties …
Reputable firms such as Winkworth, Chard, Domus Nova, Marsh & Parsons …
Daily Mail, 2015
0%
40%
100% 100%
60%
100%
230%
350%
480%
535%
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30% 40% 50% 60% 75%
100%
130%
220%
300%
0% 10% 20% 30% 50%
75% 95% 105% 110% 115%
3% 6% 9% 12% 15% 18% 21% 24% 28% 32%
0% 3% 6% 9% 12% 15% 18% 21% 24% 27%
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999
HOW THE TOP 1% BECAME THE 1%
CEOPay S&P500 CorpProfits WorkerPay Infla@on
CEO PAY
WORKER PAY, INFLATION
STOCK MARKET
PROFITS
TYPE INCREASE CEO PAY 535% STOCK MARKET 300% PROFITS 115% WORKER PAY 32% INFLATION 28%
93% 87%
74%
18-29 30-49 50+
Believe That The Media Is BIASED: 2015
80%
8%
0%
10%
20%
30%
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50%
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70%
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90%
Companies Customers
A “Superior” Customer Experience?
BradTuFle,CustomerServiceHell,2011.
Y!E!S!
yes!
The Rules Have Changed for TradiOonal MarkeOng & Sales
80-90% of markeOng content plays no useful role in the selling process
70% of Business-to-Business buying process is completed before a buyer is willing to speak to Sales
63% of companies think sales and markeOng teams are misaligned on what customers want and need
18-24% of leads are contributed by MarkeOng
AndyMarkowitz,LeadPerformanceMarke@ngLabatGE
88%
9%
0%
10%
20%
30%
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60%
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100%
Online content influences decision making
Trust vendor websites
EXECUTIVE DISTRUST OF B2B VENDOR WEBSITES
“TheContentConnec@onToVendorSelec@on”ChiefMarke@ngOfficerCouncil,2014.
0%
10%
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2012 2015 Verint, 2015!
Loyalty: With a brand for more than 3 years!
85%!
60%!
14 © Customer Carewords Ltd. customercarewords.com
0%
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2000 2005 2010 2015
Me & My Friends Vs Organizations
Me & My Friends
Organizations
Source: Pew, Edelman, Gallup, Eurobarometer!
0%
10%
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1975 1990 2000 2015
Intangible Assets
Physical Assets
Source: HBR!
Company Market Value
Good Design Pays
Public
We’ll never have enough designers! The opportunity
1 1000
Average IT Organization
1 in 100
Software Vendors
1 in 10
Consumer Experience
Public
We’ll never have enough designers! The opportunity
1 1000
Average IT Organization
1 in 10
Consumer Experience
5,000,000 designers needed
20 © Customer Carewords Ltd. customercarewords.com
COMPLEXITY
2015!
COMPLEXITY = DISTRUST!
SEARCH ENGINES NOW MOST
TRUSTED MEDIA SOURCE!
At Google we say, “Focus on
the user and all else will follow.”
“Streamline” experience
Prevent “distracOons”
dublinweather
30 © Customer Carewords Ltd. customercarewords.com
Meet the Google guys!
Google News! GooglePrimesforMobileSearchSurgeGooglelaunchesGoogleAr@stThemesGoogleLetsAdWordsUsersBuyTVAdsGoogleAdsStreetViewToDrivingDirec@onsGooglelookingtomaptheabyss
Sergey Brin
New Improved Search Googleisdelightedtoannouncethelaunchofournewimprovedsearch.It’snoweveneasiertosearchonourwebsite.ReadMore
WELCOME TO OUR WEBSITE!!
USE = TRUST!MEASURE USE!!
37 © Customer Carewords Ltd. customercarewords.com
+353 87 238 6136
@gerrymcgovern
Thank you customercarewords.com WWW.
