The Business Impact Of Customer Experience In China, 2014

Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three 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 four industries in China. 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.