Expectations And Experiences: The Impact Of Your Customers’ Expectations On CX Quality

Achieving excellent customer experience (CX) requires exceeding expectations — Forrester’s Customer Experience Index (CX Index™) data proves it. There is a moderate correlation between how well brands meet expectations and the quality of their CX. In fact, Forrester’s CX Index shows a brand that exceeds expectations is 22.5 times more likely to be given an excellent CX Index score than a firm that does not meet them. But most firms are barely meeting customer expectations at best. This report explains the origins of expectations, their effects, and how to manage them, so that CX pros can steer their companies toward exceeding their customers’ expectations for CX excellence.