© Outbox | Commercial in Confidence | Sep 8th 2014
Who? When? Where?
Warsaw 2014
The Importance of
Customer Experience
Richard Thomas Oracle CRM Director, Outbox
@OutboxdotPL
Delivering on a Customer Promise
© Outbox | Commercial in Confidence | Sep 8th 2014
OUTBOX
COMPANY INTRODUCTION
© Outbox | Commercial in Confidence | Sep 8th 2014
We are on a mission,
to help our Customers
achieve their business
goals through the
implementation of world
class CX & CRM Systems.
© Outbox | Commercial in Confidence | Sep 8th 2014
Facts & Figures World class technical skills combined with
a high-integrity work ethic
Cultural fit that works for global organizations &
time-zones
2005 Outbox is
founded
+130 Completed
CRM Projects
London
Düsseldorf
Warsaw
+200 CRM Consultants
Leading
CRM Integrator
in the CEE Region
Outbox delivers for
business 1000 Person years
of experience
© Outbox | Commercial in Confidence | Sep 8th 2014
Outbox Clients include top companies from Health, Finance, Manufacturing,
Communications, Services & Energy Sector.
Client References
© Outbox | Commercial in Confidence | Sep 8th 2014
THE IMPORTANCE
OF
CUSTOMER EXPERIENCE
© Outbox | Commercial in Confidence | Sep 8th 2014
The sum of all
experiences a
customer has with
a supplier of goods
and services over
the duration of a
transaction, or
during their
relationship with
that supplier
Definition of Customer Experience
© Outbox | Commercial in Confidence | Sep 8th 2014
Over 5 years the Customer Experience leader portfolio generated:
• 27% better returns than the S&P 500 Index • 128% better returns than Customer Experience Laggard portfolio • better annual returns than the S&P 500 Index in 4 out of 5 years
Business Opportunity of Customer Experience
© Outbox | Commercial in Confidence | Sep 8th 2014
Trends in Customer Experience & Loyalty
Customer Experience Leaders have:
• 19.5% more customers likely to recommend them • 19.2% more customers reluctant to buy elsewhere • 18.4% more customers willing to do repeat business
© Outbox | Commercial in Confidence | Sep 8th 2014
Trends in Social Media
• Social media users are willing to pay a 21% premium for brands that deliver great service through social media • Social media users who receive great service tell an average of 42 people, compared to just 9 people for social absentees
• 83% of social media users have not completed an
intended purchase because of poor customer service, and
inform an average of 53 people, compared to just 49% of
those who are not active on social networks (who tell 17
people)
• Sources: 1. Experian Marketing Services; 2. shop.org; 3. American Express
© Outbox | Commercial in Confidence | Sep 8th 2014
Conclusions
• Customer Experience is driving customer loyalty • Social media acts as an amplification mechanism
• Investment in Customer Experience can act as a key differentiator that translates into real business value
• Oracle Real-Time Scheduler can be an enabler of providing a superior Customer Experience around delivering on a customer promise to be somewhere, with something, on time
© Outbox | Commercial in Confidence | Sep 8th 2014
OUTBOX
DELIVERS
FOR BUSINESS thank you
ALL RIGHTS RESERVED. FOR THE INTENDED RECIPIENT ONLY.
© Outbox | Commercial in Confidence | Sep 8th 2014
contact us
ALL RIGHTS RESERVED. FOR THE INTENDED RECIPIENT ONLY.
Richard Thomas Oracle CRM Director, Outbox
E-Mail: [email protected]
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