Skip to main content

Save or Share this Report

For Customer Experience Professionals

The Business Impact Of Customer Experience, 2014

March 27, 2014

Primary author headshot


Why Read This Report

Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that customer experience has on three loyalty measures: willingness to consider the company for another purchase, likelihood to switch business, and likelihood to recommend. This report shows the results that our models predict for 13 industries. CX professionals should use the interactive versions of those models to explore a range of benefit scenarios tailored to their company's unique situation, which will help prove their business case and win the funding needed to move their organizations along the path to customer experience maturity.

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 ($745 USD).


Table of Contents

  • How Customer Experience Drives Revenue
  • Better Customer Experience Can Deliver Millions In Annual Revenue

  • Build The Case For Investing In Customer Experience Improvements
  • Supplemental Material
  • Related Research Documents

Recommended Research