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For Customer Experience Professionals

The US Luxury Auto Manufacturers Customer Experience Index, 2018

How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

June 20, 2018


Why Read This Report

How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven luxury auto brands that we analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • The Leaders: Mercedes-Benz For Sales And Lexus For Service
  • The Keys To Achieving CX Leadership For Luxury Auto Brands
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents