smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Feb 02 2009

How’s your emotional bonding?


Source: IBM ‘Study’/Ogilvy Loyalty Index/BrandZ survey

In a downturn, we focus hard on cost-reduction. That’s natural. But, not at the expense of how your customers feel about you. So, make sure you keep your emotional bonding levels high: in fact grow them through your customer experience.

Attached is my recent presentation to the Cincom and IBM event mentioned in the column on the right. It talks through the customer journey, the CEM+ process, and how some companies have succeeded in forging strong emotional customer bonds through designing the customer experience. For example, Apple makes about $4,500 per customer compared with its rivals who average just $2,300 per customer. The difference comes from customers who are brand advocates buying more from you and telling others because of the emotional connection to your brand.

Let us know if this is something you would like to know more about.

Here’s the link to download the presentation >>>


Shaun Smith