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Leading marketers
80%
Across
some
or all
channels
20%
None
Ownership of customer experience across channels
Less proactive
More proactive
Figure 1 Technology alone is not enough to proactively drive customer experiences across channels ownership is also necessary.
2009-2012
net income CAGR
2009-2012
stock price CAGR
3.4x
23.5%
1.8x
2.4x
13.8%
7.8%
13.0%
7.0%
5.5%
Leading marketers
All other marketers
Figure 2 When companies are able to effectively integrate technology to influence the customer experience, they can achieve financial results that far
outpace their peers.
Knows customer
context and
integrates
accordingly
Takes a broader
view of the
customer
experience
Leaders
Difference
15%
39%
2.6x
8%
45%
5.6x
Integrates inbound/outbound
and online/offline
68%
33%
68%
2.1x
31%
69%
2.2x
27%
60%
2.2x
39%
75%
1.9x
Identifies/remedies execution
gaps in brand promise
58%
16%
Figure 3 Leading marketers engage in critical activities tied to customer experience far more than others.
92%
1.4x
1.4x
80%
32%
2.0x
Currently integrated
across all channels
2.9x
2.6x
39%
15%
35%
12%
Leading marketers
2.1x
2.2x
1.7x
68%
60%
60%
33%
36%
27%
Leading marketers
All other marketers
Figure 5 The Leaders link insight to corrective action at roughly double the rate of their competitors, often through automated processes.
76%
44%
75%
39%
73%
47%
71%
46%
69%
46%
Leading marketers
All other marketers
Figure 6 The Leaders extend the influence of marketing across far more
of the customer experience than their peers. This enhances their ability to
influence customer interactions.
10
Special acknowledgements
Wed like to acknowledge the special contributions from our
core team without whose gracious contribution of time and
expertise this work would not have been completed.
Elana Anderson
Angie Casey
Leah Paschall
Kevin Thompson
11
Notes:
SWE14004-USEN-00