Topic Overview: Customer Experience In A Down Economy

December 12th, 2008

Harley Manning

Moira Dorsey

With contributors:

Rachel Zinser , Bruce Temkin , Megan Burns

Summary

As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that the experiences they offer don't degrade — and hopefully improve — during the economic downturn. To do this, customer experience professionals should focus on keeping current projects from getting cut, making the business case for funding new projects, investing in small projects that pay large dividends, and identifying the investments they must make to achieve the next level of Experience-Based Differentiation (EBD) maturity when the inevitable recovery occurs and budgets improve.

Want to read the full report?

This report is not available for purchase at this time.

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.