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  • Report The Customer Experience Generation Gap

    Customer Experience Index Scores Across Five Generations And 12 Industries
    September 30, 2009 | Bruce D. Temkin

    Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers...

  • Report Customer Experience Boosts Revenue

    Modest Improvements Can Bring In $177 Million To $311 Million Per Year
    June 22, 2009 | Bruce D. Temkin

    Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to...

  • Report A Closer Look At Customer Experience And Loyalty

    The Correlation Between Customer Experience And Loyalty For 112 Firms
    August 4, 2008 | Bruce D. Temkin

    Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases....

  • Report Technographics® Survey Highlights: North American Customer Experience Online Survey, Q3 2007

    February 14, 2008 | Jacqueline Anderson

    This highlight deck reviews the key findings from the North American Customer Experience Online Survey, Q3 2007. This survey covered questions given to US adults around interactions with various...

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