The Price Premium Of Customer Experience

September 4th, 2015

With contributors:

Harley Manning , Melissa Burbank , Cody White , Dylan Czarnecki

Summary

Could your firm charge higher prices if it improved the quality of its customer experience (CX)? To help CX professionals answer that question, we analyzed data from Forrester's Customer Experience Index (CX Index™) for four industries. This report shows how customer experience drives customers' willingness to pay a price premium and gives CX pros a framework for thinking about the relationship between CX and willingness to pay a premium.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.