The Business Impact Of Customer Experience, 2012

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (as measured by Forrester's Customer Experience Index [CXi]) and loyalty measures like willingness to consider the company for another purchase, likelihood to switch business, and likelihood to recommend. We used that data to build simple models that show how changes in loyalty associated with higher CXi scores can affect a company's yearly revenue. This report includes interactive versions of those models to allow customer experience professionals to explore a range of benefit scenarios tailored to their company's unique situation and customer experience strategy.