Capturing Customer Value
Repeat customers are more valuable than ever. A study of global M&A deals over a 10-year period found that customer relationship valuations had doubled, while brand valuations declined by nearly half. The bad news? Industrial manufacturers are trailing behind when it comes to managing these relationships.
Last year, a MAPI study found that only a quarter of companies put aside resources for an independent organization to purposefully manage the customer experience (member login required). These companies were much more likely to use more sophisticated customer experience tools, such as experience roadmaps, loyalty models, maturity assessments, and advanced data analytics, than the average firm.
On September 8 at 2 p.m. Eastern, Gavan Duff, chief customer officer, will talk about why MSA Safety created a customer experience organization and the results they’ve seen in the first two years of their program. Not to be missed, this webinar will also outline lessons learned about how to build a customer-centric culture, change employee behaviors, and empower all employees to champion customer needs. Register here.