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For Application Development & Delivery Professionals

How To Deliver An Outstanding Customer Experience

The Customer Experience Index, 2008

February 09, 2009

By William Band, Bruce Temkin

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Why Read This Report

Keeping customers happy directly affects the top and bottom lines. Because of this, Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 114 firms in 12 different industries. The results provide CRM professionals with insights for how improve the quality of customer contacts and become a preferred choice in their markets.
Tags: Banking, Brand & Product Web Sites, Consumer Healthcare, Customer Experience Management, Data Services, Direct Marketing, Financial Services, Health Plans, Healthcare & Life Sciences, Interactive Marketing Strategy and Process, Internet Access Service Providers, Mobile Services, Retail Credit, Telecommunication Services, Television
US $ 499
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