Laura Garvin Tramm's Research
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For Customer Experience Professionals
REPORT: Drive Business Growth With Great Customer Experience, 2017
The Upside Of Investing In CX For 17 Industries
October 12, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm
Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.
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For Customer Experience Professionals
REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue
Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue
July 31, 2017 Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm
How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.
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For Customer Experience Professionals
REPORT: Drive Revenue With Great Customer Experience, 2017
January 18, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm
Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. This report shows the revenue potential from improving CX for 13 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.
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