Embed Size (px)
Citation preview
The Value of Customer Experience, Quantified
Featuring Peter Kriss, a customer experience research scientist at Medallia and a contributor to HBR.org
MARCH 12, 2015Sponsored by
Questions?
OCTOBER 17, 2012
To ask a question … click on the “question icon” in the lower-right corner of your screen.
Presentation Download Link
OCTOBER 17, 2012
Click on the double links icon here to download the presentation materials.
Follow the Conversation on Twitter
Use #HBRwebinar
@HBRExchange
MARCH 12, 2015
Today’s Speaker
Peter Kriss, a customer experience research scientist at Medallia and a contributor to HBR.org
The Value of Customer Experience, Quantified
MARCH 12, 2015
@HBRExchange | #HBRwebinar
Medallia © Copyright 2015. 6
The Value of Customer Experience, QuantifiedPeter Kriss, Senior Research Scientist
Medallia © Copyright 2015. 7
Customer feedback and future spendingHow we analyze CX impact
Medallia © Copyright 2015. 8
CX Impact in a Transactional Business
Medallia © Copyright 2015. 9
CX Impact in a Transactional Business
Medallia © Copyright 2015. 10
CX Impact in a Subscription Business
Medallia © Copyright 2015. 11
CX Impact in a Subscription Business
Medallia © Copyright 2015. 12
CX Impact in a Subscription Business
Medallia © Copyright 2015. 13
Want to do this for your business?
Data Requirements
History of customer feedback
Customer-level financial outcomes
Ability to link the two
Sufficient sample size
Other relevant influencers of spending (e.g. demographics)
Medallia © Copyright 2015. 14
Operational CEM – four key capabilities
See yourself as customers do
Wire customers into every decision
Drive accountabilityat all levels
Innovate continuouslyat scale
Medallia © Copyright 2015. 15
More Discussion
Questions?
OCTOBER 17, 2012
To ask a question … click on the “question icon” in the lower-right corner of your screen.
@HBRExchange | #HBRwebinar
Respond to a Poll
OCTOBER 17, 2012
To respond to a poll, click on the “Show Polls” in the lower-right corner of your screen
@HBRExchange | #HBRwebinar
Respond to a Poll
Click on “Take Poll”
@HBRExchange | #HBRwebinar
Thank you for joining us!
This webinar was made possible by the support of BoldChat by LogMeIn.
Sponsored byMARCH 12, 2015
![Customer Retention [Infographic] Customer Experience](https://img.pdfslide.net/doc/110x75/55b6dceebb61eb0c598b46c8/customer-retention-infographic-customer-experience.jpg)
