Summary
Forrester has identified a type of customer that generates up to twice the revenue of typical customers and is far less likely to ever leave their favorite brand. The reason they’re so loyal: They’re having an excellent customer experience. We call these super-loyal customers “devotees.” Devotees report a deeper level of engagement with a brand, greater value alignment, and more positive emotional experiences. This report guides customer experience (CX) professionals on how to find their current devotees and how to convert more of their other customers into devotees.
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