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BestExperienceBrands2013A Global Study by Jack Morton Worldwide
/2Best Experience Brands 201330-Second SummaryExperience has become a familiar businessbuzzword, widely used if casually u...
The experience gap / 4									About the study / 5									Key insights from the research / 6							5 best experience prin...
/4Best Experience Brands 2013The experience gapJosh McCallI’m not here to declare, sky-is-falling style, thatexperience is...
About the studyBest Experience Brands is based on a surveysponsored by Jack Morton Worldwide andconducted by DB5 in late 2...
/6Best Experience Brands 2013Key insights from the researchLiz BighamThese findings are consistent with earlierresearch—ou...
/7Best Experience Brands 2013Some groups, however, are markedly moreinfluenced than others (fig. 3-4). These includepeople...
/8Best Experience Brands 2013Men are slightly more likely than womentohave higher consideration, and significantlymore lik...
/9Best Experience Brands 20135 best experience principles4. Create community.Beyond fueling recommendations and referrals,...
/10Best Experience Brands 2013Stories of experience brandsFollowing are direct quotesfrom some of the 4,000participants in...
/11Best Experience Brands 2013Honesty andtransparencyare valued1“[The] benefits of the product are exaggeratedduring purch...
/12Best Experience Brands 2013“One dealer in particular inquired more aboutmy personal needs to help look for what Ireally...
/13Best Experience Brands 2013“Above andbeyond”experiences areremembered(so are theiropposites)“I was kept fully informed ...
/14Best Experience Brands 2013Experience drivers and opportunitiesFocusing on the shopping experience and thecustomer expe...
/15Best Experience Brands 2013Fig.5Brand experience drivers by sectorShopping Experience: Stated DriversCustomer Experienc...
/16Best Experience Brands 2013reveals that brands still have the opportunity todo better—a lot better. Judging by one fact...
/17Best Experience Brands 2013Fig.7Experience drivers: expectations vs. performanceAutomotiveShopping ExperienceRank RankD...
/18Best Experience Brands 2013Fig.7Experience drivers: expectations vs. performanceRetailShopping ExperienceRank RankDrive...
/19Best Experience Brands 2013Fig.7Experience drivers: expectations vs. performanceInsuranceShopping ExperienceRank RankDr...
3 steps to better brand experienceIt’s clear: brands need to raise their game when itcomes to brand experience. Across geo...
/21The C-Suite ProjectContact: Liz Bigham, SVP, Director of Brand MarketingE: liz_bigham@jackmorton.comT: +1 212 401 7212R...
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/18Best Experience Brands 2013Fig.7Experience drivers: Brand experience guidelines and best practices

/18Best Experience Brands 2013Fig.7Experience drivers: expectations vs. performanceRetailShopping ExperienceRank RankDriver DriverPerformance PerformanceCustomer Experience 11 Invites you to special events 21.0% 8 Rewards you for telling friends and family about your shopping experience 17.0% 9 Offers unexpected in-store experiences 23.0% 13 Provides mobile/digital tools to enhance your shopping experience 26.0% 6 Sends you information about caring for your purchases 21.0% 10 Does something special to get your attention 27.0% 5 Does something special to make you feel rewarded 22.0% 6 Offers you incentives to buy in a particular place, for example in-store or online 32.0% 12 Offers new mobile tools/apps that enhance your product experience 23.0% 5 Sales staff who tell you about products and pricing 35.0% 2 Offers customer loyalty rewards and incentives 25.0% 3 Gives you opportunities to try out products 23.0% 7 Offers incentives to try out newer items 19.0% 12 Provides mobile/digital tools to help you compare offers 24.0% 4 Offers discounted maintenance for your purchases 20.0% 1 Offers you free delivery or shipping 27.0% 10 Invites you to special events 21.0% 4 Sales staff who understand your needs 31.0% 13 Gives you mobile tools/apps to share your experience with your friends and family 22.0% 8 People you know recommend the retail company to you 33.0% 11 Does something special to get your attention 24.0% 7 Sends you information about upcoming sales 36.0% 9 Creates a customer profile to make shopping with them easier and faster 29.0% 2 Sales staff who treat you well 38.0% 3 Customer service staff who understand your needs 31.0% 1 Customer service staff who treat you well 37.0%

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