deloitte cb predictions seminar breakout digital voice of the custom
DESCRIPTION
Pursuing excellence in customer centricity. Tools and approaches in today's digital worldTRANSCRIPT
•
•
•
•
•
•
•
•
•
3
1001011001...
1011001...
0011010100..
1001011001...
1011001...
0011010100..
1001011001...
1011001...
•
•
•
•
•
9
1.5 weeks 1 week 1 week 1 week 2 weeks
•
•
•
•
What are the
different
weightings of
customer
criteria to the
overall rating
by industry?
Why product
flaws cannot
be hidden
Are you
setting the
right price?
Consumer
Survey
Consumer
Survey
The growing
importance of
sustainability
1 2 3 5 6 7 8 9 10 4
Gender & Age
distribution
for product
suggestions
Can review
ratings be
positively
influenced by
brand
engagement?
How
customer
service
issues can
effect the
NPS
Not having
the right
product
offering can
influence the
NPS Discussed in
detail today
12
•
•
•
•
•
40 60 80
•
•
•
•
•
3.0 3.5 4.0 4.5 5.0
0
25
50
75
100
•
•
•
•
•
0 10 20 30 40
0
10
20
30
40
3.0 3.5 4.0 4.5
0
20
30
10
3.0 3.5 4.0 4.5
0
20
30
10
5
4
3
2
1
0
8
7
6
Oct-
12
Se
p-1
2
Au
g-1
2
Ju
l-1
2
Ja
n-1
2
Ap
r-1
2
Ma
r-1
2
Ma
y-1
2
Date
Ma
r-1
3
Feb
-13
Ja
n-1
3
Dec-1
2
Nov-1
2
Feb
-12
Ju
n-1
2
•
•
•
•
•
•
•
•
20
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
