© 2014 MACQUARIUM, INC.  - CONFIDENTIAL 1

SCORE 2014 05.23.2014

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© 2014 MACQUARIUM, INC.  - CONFIDENTIAL

Take what you need, leave the rest…

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Why we do it? Because it’s good for business

43% gain in performance over 6-year period

CX LEADERS OUTPERFORM THEIR COMPETITION

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© 2014 MACQUARIUM, INC.  - CONFIDENTIAL

Customer Centricity

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© 2014 MACQUARIUM, INC.  - CONFIDENTIAL

The Journey towards Customer Centricity is creating the Foundation for Improvisation

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© 2014 MACQUARIUM, INC.  - CONFIDENTIAL

How we do it: Customer Experience Connections Planning

Inspire · Inform · Entertain · Delight · Serve · Facilitate · Transact

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BRAN

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CONSUM

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AWARENESS CONSIDERATION PURCHASE LOYALTY

CULTURE TECHNOLOGY ECONOMY

Contextual engagement

triggers }

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Let’s all agree… !

• Customer Data Matters !

• Singular View of the Customer is Imperative !

• Positive Customer Experiences drive loyalty !

• Negative Customer Experiences can be Unrecoverable

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Where do Analytics fail?

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© 2014 MACQUARIUM, INC.  - CONFIDENTIAL

Anderson Analytics

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2000 Franchises

400,000 Customer Surveys

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NET PROMOTER SCORE}

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The 4 C’s

Consolidate Converge ContentContext

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Tools !

• EngageCX !

• OpenBridge !

• OdinText !

• Sitecore !

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