pluris info 6162015 kg€¦ · CUSTOMER-CENTRIC APPROACH TO THE Taking a Is your company truly...
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CUSTOMER-CENTRIC APPROACH TO THE Taking a Is your company truly customer-centric? With the proliferation of channels, customer data, and changing consumer behavior, gaining customer insight is more important than ever. Be prepared with the right information and tools to maximize their customer experience and achieve success. The Digital Age is the Era of the Customer CMOs Reporting Unpreparedness Companies that Regularly Engage Their Customers Are More Successful Customers Want to Connect with You Customers Want a Memorable Experience SOCIAL MEDIA GROWTH OF CHANNEL AND DEVICE CUSTOMER COLLABORATION AND INFLUENCE The social media revolution is driving the transformation in how customers are engaging with your company. A majority of CMOs say they are underprepared to manage the impact of technologies that customers are embracing. 4 Today’s customers are connected 24/7—especially with social media. Despite this, a majority of companies don’t know customers followed them on social sites for discounts and purchases. 5 Top performing companies are 54% more likely to collaborate extensively with customers. 8 20% of your existing customer base generates 80% of your profits. Just a 5% increase in customer retention can increase your business profits by 25-125%. 9 By 2020, customer experience will overtake price and product as key brand differentiator. 11 Top performing companies are 24% more likely to give customers a seat at the table. Top performing companies prioritize the customer experience: 84% of customers would walk away from a company that “doesn’t listen”. 50% of social media users under age 35 follow online friends’ product and service recommendations. 6 74% of consumers would respond positively to companies who “understand them”. 51% of Facebook users and 64% of Twitter users are more likely to buy from the brands they follow. 7 By 2020, just under 80% of the buying process will occur online and without direct human-to-human interaction. 3 EXISTING CUSTOMER PROFITS 80% of companies say they offer superior customer service, but only 8% of customers agreed. 10 550 Cochituate Road, Framingham, MA 01701 | 508.663.1100 | [email protected] SOURCES: 1 http://www.clickz.com/clickz/column/2285540/new-research-defines-buyers-journey-to-3-steps 2 http://blogs.forrester.com/lori_wizdo/12-10-04-buyer_behavior_helps_b2b_marketers_guide_the_buyers_journey 3 http://cmoessentials.com/creating-content-waste-time-youve-mapped-buyer-journey-part-1-define-buying-journey/ 4 IBM Global CMO Study 2013 5 http://www-935.ibm.com/services/us/gbs/thoughtleadership/ibv-social-crm-whitepaper.html 6 http://www.socialmediaexaminer.com/26-promising-social-media-stats-for-small-businesses 7 https://www.cmocouncil.org/facts-stats-categories.php?view=all&category=internet-marketing 8 https://www.ibm.com/midmarket/us/en/att/pdf/Customer_activated_Enterprise_MM_final.pdf 9 https://www.domo.com/blog/2015/01/its-time-to-beef-up-your-customer-retention-efforts-how-to-make-more-money-without-more-sales/ 10 http://solutions.forrester.com/Global/FileLib/Forr_Perspective_/Forrester-Perspective-CX-2.pdf 11 http://www.walkerinfo.com/customers2020/ 12 http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-or-egg/ 86% of buyers will pay more for better customer experience, but only 1% of customers feel that vendors meet expectations. 12
Transcript of pluris info 6162015 kg€¦ · CUSTOMER-CENTRIC APPROACH TO THE Taking a Is your company truly...
CUSTOMER-CENTRIC APPROACH TO THE Taking a
Is your company truly customer-centric? With the proliferation of channels, customer data, and changing consumer behavior, gaining customer insight is more important than ever. Be prepared with the right information and tools to maximize their customer experience and achieve success.
The Digital Age is the Era of the Customer
CMOs Reporting Unpreparedness
Companies that Regularly Engage Their Customers Are More Successful
Customers Want to Connect with You
Customers Want a Memorable Experience
SOCIAL MEDIA GROWTH OF CHANNEL AND
DEVICE
CUSTOMER COLLABORATION AND INFLUENCE
The social media revolution is driving the transformation in how customers are engaging with your company.
A majority of CMOs say they are underprepared to manage the impact of technologies that customers are embracing.4
Today’s customers are connected 24/7—especially with social media. Despite this, a majority of companies don’t know customers followed them on social sites for discounts and purchases.5
Top performing companies are 54% more likely to collaborate extensively with customers.8
20% of your existing customer base generates 80% of your profits. Just a 5% increase in customer retention can increase your business profits by 25-125%.9
By 2020, customer experience will overtake price and product as key brand differentiator.11
Top performing companies are 24% more likely to give customers a seat at the table.
Top performing companies prioritize the customer experience:
84% of customers would walk away from a company that “doesn’t listen”.
50% of social media users under age 35 follow online friends’ product and service recommendations.6
74% of consumers would respond positively to companies who “understand them”.
51% of Facebook users and 64% of Twitter users are more likely to buy from the brands they follow.7
By 2020, just under 80% of the buying process will occur online and without direct human-to-human interaction.3
EXISTING CUSTOMER
PROFITS
80% of companies say they offer superior customer service, but only 8% of customers agreed.10
550 Cochituate Road, Framingham, MA 01701 | 508.663.1100 | [email protected]
SOURCES:1 http://www.clickz.com/clickz/column/2285540/new-research-defines-buyers-journey-to-3-steps2 http://blogs.forrester.com/lori_wizdo/12-10-04-buyer_behavior_helps_b2b_marketers_guide_the_buyers_journey3 http://cmoessentials.com/creating-content-waste-time-youve-mapped-buyer-journey-part-1-define-buying-journey/ 4 IBM Global CMO Study 20135 http://www-935.ibm.com/services/us/gbs/thoughtleadership/ibv-social-crm-whitepaper.html6 http://www.socialmediaexaminer.com/26-promising-social-media-stats-for-small-businesses7 https://www.cmocouncil.org/facts-stats-categories.php?view=all&category=internet-marketing8 https://www.ibm.com/midmarket/us/en/att/pdf/Customer_activated_Enterprise_MM_final.pdf9 https://www.domo.com/blog/2015/01/its-time-to-beef-up-your-customer-retention-efforts-how-to-make-more-money-without-more-sales/10 http://solutions.forrester.com/Global/FileLib/Forr_Perspective_/Forrester-Perspective-CX-2.pdf11 http://www.walkerinfo.com/customers2020/ 12 http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-or-egg/
86% of buyers will pay more for better customer experience, but only 1% of customers feel that vendors meet expectations.12
