Advanced Search

Save Or Share This Report

For Customer Experience Professionals

The Business Impact Of Customer Experience, 2013

June 10, 2013

Primary author headshot

Authors

Why Read This Report

Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience has on three loyalty measures: willingness to consider the company for another purchase, likelihood to switch business, and likelihood to recommend. This year, we made a significant update to our assumptions to reflect the fact that a few large players dominate most industries in our study, and we therefore show the impact on those dominant players. CX professionals should use the interactive version of the models provided in the report to discover a range of benefit scenarios tailored to their company's unique situation, which will help prove their business case and drive transformation into an experience-driven organization.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Customer Experience Strongly Correlates To Loyalty
  • Better Customer Experience Can Be Worth Millions In Annual Revenue
  • RECOMMENDATIONS

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

Recommended Research