5. technology
consumer electronics manufacturing
automotive
food & beverage
aerospace & defense
entertainment
metals industry
food manufacturing
telecommunications
consumer package goods
pharmaceuticals
energy
consumer health companies
brewing & spirits
chemicals
media
banks
73%
70%
66%
62%
62%
62%
61%
61%
60%
60%
57%
57%
55%
54%
51%
50%
49%

6. think the answer
is to become a
trusted advisor?

7. who do customers trust?
people
like them
90%

8. who do customers trust?
brands
14%

9. •
•
•

13. authentic communication is required;
everything else is lip service
•
•

14. transactions
relationship
data
Money Maps

16. •
•

19. How customers perceive their
interactions with your company

21. Meets Needs

22. Easy
Meets Needs

23. Enjoyable
Easy
Meets Needs

27. Customer experience
correlates with loyalty

28. Customer experience
correlates with loyalty
Willingness to consider
another purchase

29. Customer experience
correlates with loyalty
Willingness to consider
another purchase
Likelihood to recommend
to a friend

30. Customer experience
correlates with loyalty
Willingness to consider
another purchase
Likelihood to recommend
to a friend
Likelihood to switch
business to a competitor

39. September 2013 “The Facebook Factor: US Online Youth”
© 2013 Forrester Research, Inc. Reproduction Prohibited

40. September 2013 “The Facebook Factor: US Online Youth”
© 2013 Forrester Research, Inc. Reproduction Prohibited

41. September 2013 “The Facebook Factor: US Online Youth”
© 2013 Forrester Research, Inc. Reproduction Prohibited

42. September 2013 “The Facebook Factor: US Online Youth”
© 2013 Forrester Research, Inc. Reproduction Prohibited

43. September 2013 “The Facebook Factor: US Online Youth”
© 2013 Forrester Research, Inc. Reproduction Prohibited

44. September 2013 “The Facebook Factor: US Online Youth”
© 2013 Forrester Research, Inc. Reproduction Prohibited