the real economic value of the customer experience
TRANSCRIPT
www.lucaleonardini.com Business Architect
It’s time to play to win and stop playing not to lose
How to take advantage of a $5.9 Trillion market.
www.lucaleonardini.com Business ArchitectSource of information:
The digital customer, by Accenture
www.lucaleonardini.com Business Architect
91% of companies claim to be consumer focused, but only 10% of customers agrees.
Forrester Research Group 2012
www.lucaleonardini.com Business Architect
89% of consumers say they have switched business
to a competitor due to poor customer experience.
Digital Clarity Group 2014
www.lucaleonardini.com Business Architect
66% of consumers consider good customer service as the first selection
criteria for continuing to spend.Customer Experience Impact Study 2010
www.lucaleonardini.com Business Architect
80% of companies provide their customers with a quality level
between 2 Sigma* and 3 Sigma*. George Eckes
* They correspond respectively to 308.000 and 66.800 defects per million of opportunities.
www.lucaleonardini.com Business Architect
$5.9 Trillion the value of the “switching economy”.
An unrepeatable opportunity.
www.lucaleonardini.com Business Architect
That’s why learning to keep the customer at
the heart of every strategic decision is the new frontier of global competition and economic
development.
www.lucaleonardini.com Business Architect
Reinvent the business.
Luca Leonardini Master in Lean Six Sigma & Brand Communication Expert
@lucaleonardini