conference opening by richard thomas, outbox @ who? when? where? conference, 19.11.2014, warsaw

© 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

COMPANY INTRODUCTION


We are on a mission,

to help our Customers

achieve their business

goals through the

implementation of world

class CX & CRM Systems.


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 Clients include top companies from Health, Finance, Manufacturing,

Communications, Services & Energy Sector.

Client References


THE IMPORTANCE

OF

CUSTOMER EXPERIENCE


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


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


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


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


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