fsi- claim the customer experience now
TRANSCRIPT
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technology consumer electronics manufacturing
automotive food & beverage
aerospace & defense entertainment
metals industry food manufacturing
telecommunications consumer package goods
pharmaceuticals energy
consumer health companies brewing & spirits
chemicals media banks
73% 70% 66% 62% 62% 62% 61% 61% 60% 60% 57% 57% 55% 54% 51% 50% 49%
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think the answer is to become a
trusted advisor?
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who do customers trust?
people like them
90%
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brands
14%
who do customers trust?
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authentic communication is required; everything else is lip service
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Money Maps
transactions
relationship data Money Maps
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How customers perceive their interactions with your company
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Meets Needs
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Meets Needs
Easy
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Meets Needs
Easy
Enjoyable
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Customer experience correlates with loyalty
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Willingness to consider another purchase
Customer experience correlates with loyalty
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Willingness to consider another purchase
Likelihood to recommend to a friend
Customer experience correlates with loyalty
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Willingness to consider another purchase
Likelihood to recommend to a friend
Likelihood to switch business to a competitor
Customer experience correlates with loyalty
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© 2013 Forrester Research, Inc. Reproduction Prohibited
September 2013 “The Facebook Factor: US Online Youth”
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© 2013 Forrester Research, Inc. Reproduction Prohibited
September 2013 “The Facebook Factor: US Online Youth”
![Page 41: FSI- Claim the Customer Experience Now](https://reader030.vdocuments.us/reader030/viewer/2022032514/55d555b9bb61eb061a8b45ea/html5/thumbnails/41.jpg)
© 2013 Forrester Research, Inc. Reproduction Prohibited
September 2013 “The Facebook Factor: US Online Youth”
![Page 42: FSI- Claim the Customer Experience Now](https://reader030.vdocuments.us/reader030/viewer/2022032514/55d555b9bb61eb061a8b45ea/html5/thumbnails/42.jpg)
© 2013 Forrester Research, Inc. Reproduction Prohibited
September 2013 “The Facebook Factor: US Online Youth”
![Page 43: FSI- Claim the Customer Experience Now](https://reader030.vdocuments.us/reader030/viewer/2022032514/55d555b9bb61eb061a8b45ea/html5/thumbnails/43.jpg)
© 2013 Forrester Research, Inc. Reproduction Prohibited
September 2013 “The Facebook Factor: US Online Youth”
![Page 44: FSI- Claim the Customer Experience Now](https://reader030.vdocuments.us/reader030/viewer/2022032514/55d555b9bb61eb061a8b45ea/html5/thumbnails/44.jpg)
© 2013 Forrester Research, Inc. Reproduction Prohibited
September 2013 “The Facebook Factor: US Online Youth”
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