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With over 18,000 valid responses obtained from a series of customer experience research studies, this Forum is going to
present 8 business cases across major industries including financial services, FMCG, retailing, catering and B2B.
By applying the X-VOC Customer Experience Research Method (U.S. patent-pending),
you will know how to put VOC in context and effective use. |
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| 1. |
China Merchants Bank
VS
15 Major Card
Issuers in China |
[Credit Card] Myth: Can anyone supersede China Merchant Bank, who always takes the lead in credit card business in China?
Benchmark your competitors experience ratings to find out your own [brand differentiation]
Based on the survey findings of China Credit Card Customer Experience Survey |
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China Mobile
VS
China Unicom |
[Telecom] Next Stop: Besides price, what is your competitive edge for differentiation?
Build [total customer experience] measurement system across multiple touch-points
Based on the survey findings of Mobile Communications Multiple Touch-points Customer Experience Survey: China Mobile vs China Unicom |
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| 3. |
McDonalds
VS
KFC
VS
Burger King |
[Fast Food Chain] Winning Formula: Besides location and advertising, what else?
Make use of the [5-senses] and [emotions] to create [total experience] catering
Based on the survey findings of Fast Food Chain In-store Customer Experience Survey: McDonald vs KFC vs Burger King |
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IBM
VS
DELL |
[B2B] Predicament: With such a long purchasing process and so many parties involved,
what are the critical concerns?
Prioritize your focus and resources by identifying [moments-of-buying] to close deal
Based on the survey findings of [B2B] - IT Solution Customer Experience
Survey: IBM vs DELL plus twelve other IT solutions providers: Siemens, SAS, SAP, Oracle, Nortel, Microsoft, Lenovo, Huawei,HP, Honeywell, Cisco, Avaya |
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| 5. |
LOUIS VUITTON |
[Luxuries] Dilemma: Service raised, price lowered, but why sales don¡¯t go up?
What drives [repeat purchase] for luxuries
Based on the survey findings of China and Global LV In-store Customer Experience Survey |
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STARBUCKS |
[Coffee Chain] Intuition: How to stimulate ¡°unnecessary spending¡± in a down economy?
Design and optimize the [emotional rapport and affinity] to drive spending
Based on the survey findings of China and Global Starbucks In-store Customer Experience Survey |
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| 7. |
IKEA |
[Furniture Store] Insight: What else will work to drive sales besides lowering the price?
Use [Branded Customer Experience] to build your brand and sales
Based on the survey findings of Global IKEA In-store Customer Experience Survey |
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| 8. |
GOME
VS
SUNING
VS
BUSTBUY |
[Home Appliances Retail Chain] Pain: A struggle between price and service ?C where is the benchmark?
Find out moments-of-buying for [repeat purchase] and [on-the-spot purchase]
Based on the survey findings of China Home Appliances Retail Chain Multiple Touch-points Customer Experience Survey |
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| 9. |
ARWIN |
[Flagship Store] Plight: Why people just come and go, but don¡¯t buy?
Listen to the [emotions-of-customers], dig out moments-of-buying for [on-the-spot purchase]
Based on the survey findings Taiwan Arwin Health and Beauty Care Customer Experience Survey |
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* All of the above survey studies are independent research studies organized and conducted by G-CEM. Findings and conclusions of the research reports are those of the authors and do not represent the opinions or ideas of the involved companies. |
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Effective execution is the key. Learn from Winners of Customer Experience Awards 2008 on how they get their plans implemented. |
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Customer Experience Strategy Award, America
Customer Experience People Award, Europe
Trend Micro Inc. |
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Customer Experience Strategy Award, Europe
Philips Consumer Lifestyle |
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B2B Customer Experience Award, Asia
Hewlett-Packard HK SAR Ltd |
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Customer Experience VOC Award, Asia
Kasikornbank |
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Online Customer Experience Award, Asia
Taobao (China) Software Co., Ltd |
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Complete your registration and payment on or before
February 28, 2009, you will be entitled to get a complimentary
set of CD (2 CDs per set), with the 9 survey reports and
6 awards winning cases all included.
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