The Business Impact Of Customer Experience, 2012

March 26th, 2012

Megan Burns

With contributors:

Harley Manning , Jennifer Peterson

Summary

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. 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 [CXi]) 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 CXi 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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This report is available for individual purchase ($1495).

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.