Report

The Business Impact Of Customer Experience

Poor Experiences Can Cost Large Firms More Than $180 Million Per Year
March 24th, 2008
With
Olga Melnikova
and Steven Geller

Summary

Executives know that customer experience is important, but they can't always tie it directly to business results. So we examined the correlation between the customer experiences delivered by 112 US firms (as defined by Forrester's Customer Experience Inde

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