Turtle wax, the car care products company, amassed a trove of positive customer reviews on their website only to realize these same reviews were trapped on their site and didn’t support retail store sales. The company pivoted and aggregated these reviews to share with retail stores to extend their utility across all stages of a retail customer journey. As a result, the company lifted sales 50% at the retail level.
Consumers continuously evaluate providers and have become nonstop customers. The tangible result is a growing “switching economy” that accounts for an estimated $6.2 trillion in revenue opportunity for providers across 17 key markets today—up 26 percent, from $4.9 trillion, in 2010.