Transcription
otnecessarilyTealeafTechnologyoritsemployees.
y,E- - honeandin- mScore,E- ‐CommercespendingintheUSinQ32010was 32.1billion,a9%increaseoverQ32009.Copyright 2010TemkinGroup.Allrightsreserved.Page2
&( # %1& 233-#%!"# %& '( )* ,- *./) %0( *-*0) %1)*#- ,** .*-((.2#3&),&'4*, %*4.-3)* "%2*)(%"5'(*)(0*&9950* 3;* "1#80)0*)(0*) 92*!"# %& '#"%&(%)**( ,-'".%&)"/%(0-'0#%4&:0*5#*"3*)% &3'*)"* "1#80)0*)(0*) 92*1& 233-#%?(&@*)(0*) 92*)"* 3")(0%* ( 3308*8&20*)(0*#("30*!"# %&'()* efinitionOfCustomerStruggleCopyright 2010TemkinGroup.Allrightsreserved.Page3
ofCustomerStruggleduringonlineinteractions:1. cedtoexperimentwithseveralalternativepaths.2. reitout.3. ncecustomersoftenwon’tevenstarttheprocess.4. signteam.5. hetriedandtruecapabilities,butbemoregun- nleadtomorethanjustaone- ’(seeFigure3): thefuturecostsofdealingwiththatcustomer.Copyright 2010TemkinGroup.Allrightsreserved.Page4
com!"# %&'()* (" ,')-' ./0',1)2&3.4 #))!"(('5 )657)8" "(')9"#:5'##);'#", #) .#1) %)&'.#"(') : 4", ) %)&'.#"(')!59)"10%9* 3;"3*) 92*!"(('5 ) (.5#.4/%5)!59)"10%9*8"90* "3?;03 0*&3* "5%*"38&30* ( 3308* 3;**&3* "5%* % 3;*C:B'/&')0.,"')?@')A"#:5'##):&3.4 )%B)!"# %&'()* (" ,')!"# %&'()* sinessResults ecausesthem: els. eirpurchases. hemforfuturepurchases. eproblems.How?Byfollowingthesefoursteps:Copyright 2010TemkinGroup.Allrightsreserved.Page5
com1. lepage.2. yoccur.3. eissues.4. truggle.Copyright 2010TemkinGroup.Allrightsreserved.Page6
siness- ‐to- rexperiencepractices.BrucewasForrester’smost- stomerexperienceincluding“Experience- esandtrainingworkshops.PriortoForrester,Bruceco- ‐foundedandranacoupleofInternetstart- lengineeringfromUnionCollege.Copyright 2010TemkinGroup.Allrightsreserved.Page7
easecustomerloyaltybybecomingmorecustomer- ults.TemkinGroupwasformedbasedonfourcorebeliefs:1. oftentheyrecommendyou.2. nceisembeddedintheiroperatingfabric.3. ight.Companiesneedtoplanforamulti- ‐yearcorporatechangeinitiative.4. ren’teasy,butleadingyourcompanytobemorecustomer- esinclude: lary,andapproachacrossanorganization. ndavoidingmisstepsalongtheway. ifyandclosecriticalgaps. alignmentandcommitment. perienceefforts. ts.Copyright 2010TemkinGroup.Allrightsreserved.Page8
Microsoft Word - 1011_TeaLeaf_OnlineStruggle_v6.docx Author: Bruce Temkin Created Date: 12/29/2010 11:06:21 PM .
