How To Build Your Brand Through Customer Experience

May 6th, 2014

Tracy Stokes

With contributors:

Elizabeth Perez , David Cooperstein

Summary

Forrester's consumer research confirms the strong relationship between the quality of a brand's customer experience and loyalty measures like willingness to consider the brand for repeat purchase and likelihood to recommend the brand. But in many organizations, brand building and customer experience are disconnected, leading to a fragmented brand experience. This report shows chief marketing officers (CMOs) how to make customer experience align with marketing communication strategies to align the brand experience with the customer experience.

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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.