Forrester

For Customer Experience Professionals

Report:The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the...

• Downloads: 747

For Customer Experience Professionals

Report:Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to...

• Downloads: 1649

For Customer Experience Professionals

Report:A Closer Look At Customer Experience And Loyalty

The Correlation Between Customer Experience And Loyalty For 112 Firms

Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional...

• Downloads: 1515

For Customer Experience Professionals

Report:Technographics® Survey Highlights: North American Customer Experience Online Survey, Q3 2007

This highlight deck reviews the key findings from the North American Customer Experience Online Survey, Q3 2007. This survey covered questions given to US adults around interactions with various...

• Downloads: 2