Why Read This Report
At Forrester's November 2009 forum for European marketing professionals, speakers presented the best practices for using customer experience improvements to compete more effectively during the economic downturn and position themselves for future growth. Mike Cripps outlined Capital One's systematic approach to defining and improving the quality of call center interactions; Sue Wilmot described Orange's initiative to make the firm's communications more relevant and personalized; Diederick van Thiel explained ING Retail's efforts to win back consumer trust; and Conny Kalcher described how LEGO fought its way back from a crisis through an obsessive focus on engaging with its customers. Customer experience professionals who want to emulate these successes need to focus on achieving quick wins from customer experience improvements, quantifying the business benefits achieved, and evangelizing results to gain executive support for future customer experience projects.
Get Access
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
Purchase Report
This report is available for individual purchase ($499 USD).
Purchase