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For Customer Experience Professionals

The Business Impact Of Customer Experience, 2011

Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

July 7, 2011

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Why Read This Report

Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (as measured by Forrester's Customer Experience Index [CxPi]) and loyalty measures like willingness to consider the company for another purchase, likelihood to switch business, and likelihood to recommend. We used that data to build simple models that show how changes in loyalty associated with higher CxPi scores can affect a company's yearly revenue. This report includes interactive versions of those models to allow customer experience professionals to explore a range of benefit scenarios tailored to their company's unique situation and customer experience strategy.

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Table of Contents

  • The Correlation Between Customer Experience And Loyalty Remains Strong
  • Better Customer Experience Can Be Worth Millions In Annual Revenue

  • Build Your Own Models To Prove That Customer Experience Is Big Business
  • Supplemental Material
  • Related Research Documents