The Office of Health Economics appoints The Crocodile

The Office of Health Economics (OHE) has appointed The Crocodile to provide a broad mix of strategic, digital, martech, brand and content services.

The research and consulting organisation provides vital insights for public healthcare institutions and the pharmaceutical industry. In an era of unprecedented innovation, OHE addresses strategic issues that help advance healthcare provision around the world. As the industry continues to evolve, OHE is expanding its marketing capabilities to help it stay at the forefront of healthcare insight.

“OHE is a pioneering organisation with the brightest thinkers in its industry” comments The Crocodile’s MD Jason Talbot. “We’re excited to be working with such a talented team that is doing fantastic work, and look forward to helping them lead the way in healthcare research and consulting. OHE joins a growing agency portfolio of consultancy-based clients, and we are delighted to have them on board.”

15 Remarkable CXM Stats

Yes, another acronym to learn. Customer experience management (CXM) has become a new and pressing topic of discussion for CMOs across the globe – regardless of industry.

CXM is concerned with the business of managing the totality of a customer’s individual interaction with a brand, over time. No small thing.

The following stats compiled by CMO put into perspective just how important a customer experience focus and CXM is to a company’s future success. Grab a coffee and enjoy.

  1. Over 80% of organisations expect to compete mainly based on CX this year. (Source: Gartner)
  2. Companies that are experience-led have 1.6x higher brand awareness, 1.5x higher employee satisfaction, and 1.9x higher average order value. Experience-led businesses also have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates. (Source: Forrester)
  3. In a survey of customer experience team leaders, 100% of respondents agreed that customer experience management cannot succeed without engaged employees. (Source: Customer Think)
  4. In the same study, 97% of CX team leaders agreed that CXM is a business strategy for creating loyal customer relationships, and 89% said it includes any effort to improve customer satisfaction. (Source: Customer Think)
  5. Fifty-two percent of CX professionals believe that CXM requires a chief customer experience officer to be successful. (Source: Customer Think)
  6. Organisations classifying themselves as “very advanced” at customer experience are almost three times more likely than their peers to have exceeded their top 2018 business goals by a significant margin. (Source: Adobe Digital Trends Report)
  7. Customer experience leaders are four-and-a-half times more likely than other companies to have a highly integrated, cloud-based technology stack (32% vs. 7%) to fuel their customer experience management strategies. And companies with a unified tech stack are 131% more likely to have significantly outperformed their top 2018 business goals (30% vs. 13%). (Source: Adobe Digital Trends Report)
  8. Half of brands say they are planning to increase CX-related technology spending in 2019. (Source: Adobe Digital Trends Report)
  9. To deliver on their customer experience management goals, 55% of marketers are prioritising more effective audience segmentation and targeting. (Source: Adobe Digital Trends Report)
  10. Eighty-six percent of consumers are willing to pay more for a great customer experience. In fact, by the year 2020, customer experience will overtake price and product as the key brand differentiator. (Source: Walker)
  11. Consumers with an emotional connection to a brand have a 306% higher lifetime value, stay with a brand for an average of 5.1 years vs. 3.4 years, and will recommend brands at a much higher rate (71% vs. 45%). (Source: Motista)
  12. Loyal customers—those who support a brand over time—spend 67% more than new customers. (Source: Edelman)
  13. Customers who have had an unpleasant experience on a brand website are 88% less likely to return. (Source: Clicktale)
  14. Sixty-one percent of users are unlikely to return to a mobile site they had trouble accessing, and 40% end up visiting a competitor’s site instead. (Source: McKinsey & Co.)
  15. Companies with the strong omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies. (Source: Aberdeen Group)

Interested to learn more? Reserve your place at our customer journey mapping event on 25 March in London here.