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For Customer Experience Professionals

The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

November 19, 2010

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  • By Megan Burns
  • with Harley Manning,
  • Jennifer Peterson,
  • Shelby Catino

Why Read This Report

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer Experience Index (CxPi) score goes up. Our models show that the benefits are significant across all 13 industries we looked at. Wireless carriers and hotels have the largest potential upside: more than $1 billion. Customer experience professionals should use the interactive models in this report to estimate the range of benefits their firm might see. That data — combined with customers' verbatim comments and customer experience stories — will help customer experience leaders make a powerful case for change.

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Tools And Templates

Models and Calculators

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  • Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score
  • Assumptions Used As Inputs For The Customer Experience Revenue Model
  • Better Customer Experience Drives Millions In Revenue Benefit Across Industries