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Customer Experience – infographic

Submitted by on Thursday, 5 July 2012No Comment

Here’s a neat infographic on the customer experience that sums up the #1 mistake companies are making with their marketing strategy – namely being too inside-out!

Let me explain. ‘Outside-in’ companies start with the customer and work backwards, ensuring every offering and step of the ‘customer journey’ is loaded with value that the customer desires.

However, ‘Inside-out’ companies look at the customer from the company’s own perspective and often confuse ‘customer value’ with ‘company value’.

How companies fail their customers

This customer experience infographic sums up the problem. Why do customers leave companies and brands? 68% do so because of poor service experiences.

As a result, you would have thought that marketers would focus their efforts in that area – in retaining their customers. But no. Instead, the primary marketing goal of B-to-B marketers is… Customer Acquisition! Have a look at the ‘acquisition or retention’ box below…

Customer retention, meanwhile, comes in at a lowly 20% of marketers’ strategies focus.

What can be done?

If you’re wondering how you can make your company’s focus more outside-in, Talent Technologies has a great programme that enables your people to do exactly that.

Customer Experience Maximisation is a hard-hitting, one day programme that gives your people the tools and techniques to promote Customer Stay and Say, thereby stopping the costly drain on your resources caused by customer turnover and attrition.

Why not give it a try or contact us here for more details!


customer experience infographic


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Talent Technologies :: Producing Change


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