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Customer Experience Value Chain

Confidential - "VoR". 2. Each and every Experience impacts Loyalty and Revenue . " Now the game is to create wonderful and emotional experiences for consumers around whatever is being sold. It's the Experience that counts

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Customer Experience Value Chain

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    1. Customer Experience Value Chain The framework for CRM2.0 Bob Jurik CEO Voice of the Revenue, inc. 516-932-5651 bobj@voiceoftherevenue.com

    2. Confidential - "VoR" 2 Each and every Experience impacts Loyalty and Revenue

    3. Confidential - "VoR" 3

    4. Confidential - "VoR" 4 Word of Mouth Every satisfied person who is a promoter will get 3.5 people to buy your product or service Every unsatisfied person who is a detractor will get 9+ people NOT to buy your product or service Every sales person need to put their finger on the pulse of their revenue generators If they are not listening…. Their competitors probably are !

    5. Confidential - "VoR" 5

    6. Confidential - "VoR" 6

    7. Confidential - "VoR" 7

    8. Confidential - "VoR" 8 Help you understand the key drivers to increase loyalty and sales…quickly!Help you understand the key drivers to increase loyalty and sales…quickly!

    9. Confidential - "VoR" 9

    10. Confidential - "VoR" 10 Who would get this information and when? Anyone who needs it On Demand Reports and graphs

    11. Confidential - "VoR" 11 Customer Experience Value Chain (CEVC)

    12. Confidential - "VoR" 12 Customer Experience Value Chain (CEVC)

    13. Confidential - "VoR" 13 Service Profit Chain

    14. Confidential - "VoR" 14 The Net…. To achieve the maximum level of Loyalty aimed at impacting revenue Know the state of your revenue generators at each touch-point Know the state of your customer facing employees Ensure that the every employee knows how they impact their revenue generators overall loyalty Know what data is needed by whom and disseminate for action Know that the processes need to change Within your operation, know what to do with feedback from revenue generators At the Executive level, know how to understand customer centric data for strategic purposes Within sales – compensate with an eye on customer satisfaction / loyalty and profits

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