by 80amps

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CX to Brand v1.pdf

Published Aug 15, 2013 in Business & Management
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Presentation Slides & Transcript

Presentation Slides & Transcript

A BRAND IS WHAT OTHER PEOPLE FEEL ABOUT A PRODUCT, SERVICE, OR COMPANY Thursday, August 15, 13

! Product ! People ! Education ! Customer Service ! ConÞdence ! Innovation ! Place ! Messaging ! Partnership ! Referrals ! And Others... BRANDING BEGINS WITH CUSTOMER EXPERIENCE - EVERY TOUCH POINT A CUSTOMER HAS WITH YOUR COMPANY Boost Growth Formula ª and associated work product are presented under copyright. All rights reserved. 2012 Thursday, August 15, 13

WHEN AN INDIVIDUALÕS C X IS BROADLY SHARED, IT BECOMES A BRAND CX SUM (CX 1-N ) BRAND Thursday, August 15, 13

Boost Indexª Graphical View Copyright BOOST PARTNERS April 2, 2012 ALl RIGHTS RESERVED Price Premium Enjoyed Intent to purchase or repurchase STRONGEST BRANDS WEAKEST BRANDS HIGH HIGH LOW LOW Boost Growth Formula ª and associated work product are presented under copyright. All rights reserved. 2012 STRONG BRANDS DELIVER SIGNIFICANT RELATIVE VALUE Thursday, August 15, 13

Growth: ! (Cx you ª - Cx other ª ) / time Boost Growth Formula ª GROWTH IS AN EXTENSION OF HOW CUSTOMERS PERCEIVE YOUR C X VERSUS YOUR COMPETITORSÕ Thursday, August 15, 13

! Who Are You? ! What Do You Do? ! Why Do You Matter? TO UNDERSTAND CX, BEGIN BY ASKING THREE QUESTIONS Thursday, August 15, 13

IF YOU CANÕT ANSWER WHY YOUR CUSTOMERS WOULD MISS YOU IF YOU DISAPPEAR OVERNIGHT, YOU NEED TO EXAMINE CLOSELY YOUR C X Thursday, August 15, 13

Thursday, August 15, 13