June 10 2015 Gerry McGovern gerrycustomercarewordscom wwwcustomercarewordscom gerrymcgovern Consumers 73 feel a loyalty program is for brands to reward loyal consumers Marketers 66 believe loyalty programs are for consumers to show loyalty ID: 586327
Download Presentation The PPT/PDF document "Brand delusion & how to overcome it" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Brand delusion & how to overcome it
June 10, 2015
Gerry McGovern
gerry@customercarewords.com
www.customercarewords.com
@
gerrymcgovernSlide2
Consumers: 73% feel a loyalty program is for brands to reward loyal consumersSlide3
Marketers:
66% believe loyalty programs are for consumers to show loyalty
to
brandSlide4
“We deliver a superior online experience”
Source: IBM, 2015Slide5
“
How effectively did the brand deal with your issue?
”
Source: IBM, 2015Slide6
“The average retailer understands me”
Source: IBM, 2015Slide7
“My
favorite
retailer understands me”
Source: IBM, 2015Slide8
Brad Tuttle, Customer Service
Hell, 2011.
Y
E
S
yesSlide9Slide10
Accenture, 2013
“There is widespread
insurance industry
consensus that customer turnover rates are too
high …
there is considerably less clarity and confidence about the best next steps to
take
.
”
Ernst
& Young survey Slide11Slide12Slide13Slide14
“The Content Connection To Vendor Selection”
Chief
Marketing
Officer
Council,
2014
.Slide15Slide16Slide17Slide18
GOT THE HOUSING BLUES?
Start
Saving!Slide19
Visits
to product pages increased by
520%Slide20
@gerrymcgovernSlide21
+353 87 238 6136
@
gerrymcgovern
gerry@customercarewords.com
Thank you
customercarewords.com
WWW.