using data to put customer experience at the heart of your commerce strategy by marjolein koppelaar...
TRANSCRIPT
Let’s talk customer experience!
Marjolein Koppelaar@MarjKoppelaar#ConversionDay
If 73% of brands disappeared tomorrow, most
customers wouldn’t care. Havas
@MarjKoppelaar
“In this new world, the bottom line of business isn’t profits, but rather customer delight.”
Clayton ChristensenHarvard Business School
@MarjKoppelaar
@MarjKoppelaar
Gartner:
Importance of customer experience is rising;marketing is on the hook
@MarjKoppelaar
66%of customers switched brands or business due to
poor customer service.Accenture Global Consumer Pulse Survey
@MarjKoppelaar
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Jeff Bezos, CEO, Amazon
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@MarjKoppelaar
“Make customer experience top priority in your business”
Pieter Zwart, Founder CoolBlue
How we do this?
@MarjKoppelaar
Learn to work with your data
“We all have a wealth of data butwhat’s important is to understand what you want to know about the customer. What do you want that customer to be doing and then how do you work backwards to get the right result?”
Kelly Kowal, Farfetch
@TheGrahamCooke
Build the right culture
@MarjKoppelaar
UX Designer Marketer Javascript engineer Analyst
Gather the right talent
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Difficult problems Qubit are solving
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TOPMAN deliver highly targeted offers via complex data ingestion
36.3%estimated ROI when retailers invest in
customer experience Tempkin Group
Grasp the opportunity!
@MarjKoppelaar
Five take-aways
1. One size fits all doesn’t work
anymore
2. Customer experience is the
new battleground
3. Work with all the data you have
about your customers
4. Create the right environment
5. Work with the best team
