The Revenue Effect Of Customer Experience

Air Date: Thursday, July 16, 2009

Cost: $250

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Presented By:

Who should attend: Customer Experience professionals

Description:

By looking at how loyal consumers are to more than 100 companies and assessing the customer experience of those companies, Forrester has determined the revenue effect of customer experience. The model looks at the effect of additional purchases, reduction in churn, and word of mouth.

Agenda:

• How does customer experience affect loyalty?
• How does Forrester's model for calculating the revenue effect work?
• What are the financial implications for companies?

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.