The Experience Economy

What is happening?

The way we make buying decisions has changed – we expect more

Products1970s

Products + Services 1990s

Relationships2000s

Experience centricToday

A shift from products to experiences

This changes everything

Unit Sales

Branding

Products

Unit margins

Hit products

Value pricing

Experience

Solving Needs

Customer Lifetime Value

Deep relationships

The pace of the world has changed

We live in an Experience Economy.

Last 15 years – 52% of Fortune 500companies have disappeared

1955

Life expectancy 75 years

2015

Life expectancy 15 years

How is this possible?

90% 71%Will tell about bad

experiencesBuy from you because

they like you

After the certain point – price does not matteranymore!

What people say?

80%71%Agree that CX is the most

important factor influencinbuying decision

Buy from you because they like you

78%Tell that they would pay more

for a unique product or servicewith unique experience

87%Previous experience is the

most importan factor on futurepurchase

But what we do?

26%71%Past experience with a brand

has been unique

Buy from you because they like you

38%Of companies have elevated the

CX as company level strategyand have goals

How to improve Customer Experience?

Change expectations VS. Higherperformance

What to do in practice hein?!

Process of CX victory!

1. Why? - Goal

2. Draw the customer journey

3. What are the most important touchpoints

4. KPI´s that serve the cause

5. Reshape goal to sales – only then move forward

6. How?

7. Tools

Turn CX Into SalesSix main ways for any business to actually turn feedback

and cx data into measurable sales and marketing

Enhance conversion with Feeling Based Re - Marketing

Target your remarketing activities based on the feelings of your

customers.

Fix Problems Instantly with alerts

Our software sends immediate mobile alerts to an employee of each engage point in case of Customer Experience

problem so it can be fixed.

Detailed Analytics On Customer Journey Funnel

See in real-time how each location, department and employee are taking care

of your customers. Optimiza your customer journey funnel in real time.

Sentiment based segmentation and email marketing

Collect deep data in all customer engagement points. We offer free and low-

cost measurement tools for over 20 different engage points of your customer

in multichannel commerce.

Convert feedback into Instant Sales offers

Give automated Upsell-Offer to happy and unhappy customers. Make happy customers buy more and bring unhappy customers back

with lucrative deals.

Automated Reviews to Social Media & eCom

The last step for customer to win an iPhone is to share your advert into social

media – This improves your SEO as well as creates reviews for marketing.

Customer journey

Collect expectation data from website + email

Target marketing & email

Survey purchaseafter payment

Measure service quality

Ask for a review & share it

Detailed Analytics On Customer Journey Funnel

Customer Experience in the 21st century?

Thank you!

Jaakko MännistöFounder & CEO

Jaakko.mannisto@feedbackly.com+358 44 3488016@jaakkomannisto

Jaakkomannisto.com/palaute