The Age of The Customer Experience

THE AGE OF CUSTOMER EXPERIENCE THE IMPORTANCE OE CUSTOMER EXPERIENCE IS ON THE RISE TODAY 2015 Optimization Customer experience is the top innovation project for 2015 89% of companies expect to 2016 compete mostly on the basis of customer experience 2017 50% of consumer product investments ill be directed to customer experience innovations customer experience will overtake price and product as 2020 the key brand differentiator MARKETER'S TOP CHALLENGES 70% Achieving Positive Revenue Grow th Connecting Better With Customer Reducing customer defection 70% of buying experiences are rate by 5% can increase based on how the customers feel profitability by 25% to 125% they are being treated 28% Serious Competition Technology Barriers Only 28% of companies try to differentiate themselves through Many enterprises struggle with the speed of new technology delivery customer experience 80% OF COMPANIES' REVENUES COME FROM 20% OF THEIR CUSTOMERS - THE LOYAL ONES .but more than 50% of companies cannot identify their most loyal customers MARKETING is expected to play a leading role in designing and delivering AN EXCEPTIONAL CUSTOMER EXPERIENCE Strategizing marketing initiatives is the key building block for delivering positive and memorable customer experiences DYNAMIC YIELD Follow @DynamicYield on Twitter y Sources: Leading on the Edge of Chaos, McKinsey, Walker, Gartner, Econsultancy, Forrester, Acxiom