WEEK 14: INTELLIGENCE
https://hbr.org/2014/08/the-value-of-customer-experience-quantified
Examples related to reporting results are:
- "Rationales for focusing on customer experience tend to be driven by a gut belief that it's just 'the right thing to do'."
- What we found: not only it is possible to quantify the impact of customer experience - but the effects are huge.
- After doing so, it soon became clear: customer experience is a major driver of future revenue.
- What we found: customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.
- Our findings: a member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experiences scores - they would have a 74% chance of remaining a member for at least another year.
- The difference: on average, a member who gives the lowest score will likely only remain a member for a little over a year. Compare that to a member who gives the highest score - they are likely to remain a member for another six years.
The adverbial clauses found in the article are:
- As executives leading business --> an adverbial clause of Manner.
- Because it can be hard to quantify --> an adverbial clause of Reason.
- Whether experience is a priority or not --> an adverbial clause of Manner.
- In order to do so --> an adverbial clause of Reason.
- Not only it is able to quantify the impact of customer experience but ... --> an adverbial clause of Degree.
- While transactional business primarily care about... --> an adverbial clause of Time.
- After doing so,... --> an adverbial clause of Time.
- After controlling for other factors... --> an adverbial clause of Time.
- Whereas a transaction-based business is interested in... --> an adverbial clause of Comparison.
This week I'm going to focus on my TFG and I'm watching Peaky Blinders TV series in my spare time.
Patricia
Examples related to reporting results are:
- "Rationales for focusing on customer experience tend to be driven by a gut belief that it's just 'the right thing to do'."
- What we found: not only it is possible to quantify the impact of customer experience - but the effects are huge.
- After doing so, it soon became clear: customer experience is a major driver of future revenue.
- What we found: customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.
- Our findings: a member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experiences scores - they would have a 74% chance of remaining a member for at least another year.
- The difference: on average, a member who gives the lowest score will likely only remain a member for a little over a year. Compare that to a member who gives the highest score - they are likely to remain a member for another six years.
The adverbial clauses found in the article are:
- As executives leading business --> an adverbial clause of Manner.
- Because it can be hard to quantify --> an adverbial clause of Reason.
- Whether experience is a priority or not --> an adverbial clause of Manner.
- In order to do so --> an adverbial clause of Reason.
- Not only it is able to quantify the impact of customer experience but ... --> an adverbial clause of Degree.
- While transactional business primarily care about... --> an adverbial clause of Time.
- After doing so,... --> an adverbial clause of Time.
- After controlling for other factors... --> an adverbial clause of Time.
- Whereas a transaction-based business is interested in... --> an adverbial clause of Comparison.
This week I'm going to focus on my TFG and I'm watching Peaky Blinders TV series in my spare time.
Patricia
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