Please Say You're Not Still Ignoring the Impact of Customer Experience on Loyalty

I was honored to attend "The Experience Revolution," Oracle’s special event held at Gotham Hall in New York on June 25, 2012. It was an inspiring networking event designed for executives with a shared passion for enhancing customer experience.

Oracle’s President Mark Hurd introduced us to the "power of everyday interactions." The enlightening session revealed what leading brands are doing to attract and retain customers, offering specific strategies for "unlocking the value" of great experiences in the process.

Perhaps the most compelling component focused on the bottom-line impact of great experiences. Facts and figures supporting the financial impact were everywhere you looked – embedded in power point presentations, listed on billboard signs, and projected on the lofty walls. The statistics represented valuable artillery for those professionals still struggling to convince their C-levels of the connection between the customer experience and business results.

The following are just some of the hard-hitting statistics supporting the importance of focusing on the experience revolution:

89% will switch to your brand for a better customer experience

73% of your customers are brand loyal because of a great customer experience

86% of your customers will pay more for a better customer experience

Ripe opportunity undoubtedly exists within customer experience management, and according to press attendee and TMC CEO Rich Tehrani, Oracle is in a great position to be a leader in that space.

"Apple’s innovation and service differentiation led to their industry dominance," noted Tehrani. "In a similar fashion, Oracle is positioning itself to be a leader in offering clients the tools and insight needed to provide superior and consistent service levels across all their channels from retail to social."

He continued, "Oracle hopes to provide the secret sauce which allows any company to become the Apple in their field."

Don’t miss Oracle’s inspiring KEYNOTE at IQPC’s 14^th Annual Call Center Week www.callcenterweek.comJune 10-14, 2013 Caesars Palace Las Vegas.