The Customer Experience Report covers how brands can better engage the youth
market. The report looks at Customer Experience as a unified process where
brands partner with young people to effectively integrate Marketing,
Innovation & Customer Service.
Read the report to get an understanding of brands around the world have
achieved this integration. The report includes 7 case studies on how an
integrated customer experience can affect the bottom line of a brand.
Table of Contents
I. Executive Summary
II. Customer Experience
A new approach to Customer Experience
Youth as partners in Customer Experience
How can brands apply a Pull strategy?
Measure: Build a Net Promoter System
Implementing an Earned Media Index
Articulate: Immersion into Youth Culture
Focus on Fans, not Customers
Gain insights into drivers of Fan behavior
Partner: Build Permission Assets
III. The Facebook Case Study: Hacking the Customer Experience
Culture of Hacking
Hackers are innovators
Key learnings from Facebook
IV. The Instagram Case Study: Offline drives Online Customer Experience
The meteoric rise of Instagram
How Active are Instagram Fans
Offline Fan Communities drive success
Key learnings from Instagram
V. The Boost Mobile Case Study: Permission Assets win Prepaid market
Invest in creating Permission Assets
Build Permission Assets around interests
Key learnings from Boost Mobile
VI. The Maxis Malaysia Case Study: Co-creation drives word-of-mouth
Nurture Permission Assets over time
Curate insights for co-creation
Key learnings from Maxis
VII. The Safaricom Kenya Case Study: Create Assets to reduce youth churn
Low Prices = High Churn
Empathize with young people
Key learnings from Safaricom
VIII. The Ford Fiesta Case Study: Help Fans tell their story
Create movements, not campaigns
Give control of the story to Fans
Key learnings from the Fiesta Movement
IX. The Apple Stores Case Study: How NPS drives Customer Experience
