Customer Experience Affects Your Bottom Line
Avoid wasting money and losing your customers. No matter your industry or focus on product or services — every company can leverage great customer experiences for business gain. In fact, a stock portfolio of Forrester's customer experience leaders had a cumulative 22.5% gain in performance over the past five years, compared with a -46.3% decrease for a portfolio of customer experience laggards.
Are you in danger of becoming a customer experience laggard? Here are the three ways your customers judge their perception of how they interact with your company:
- How enjoyable are you to do business with?
- How easy are you to do business with?
- How effective are you at meeting your customers' needs?
Read the complimentary Forrester Perspective report: "The Business Impact of Customer Experience" to see the proof that focusing on customer-centricity is your best bet for sustainable competitive advantage.
Complimentary CIO Report
More digital touchpoints means business technology leaders are pivotal in customer experience. Gain best practices from CIOs of the top companies in the Customer Experience Index, and use this 5-phase framework to shape your digital experience delivery strategy.
The results from Forrester's 6th Annual Customer Experience Index reveal how more than 7,500 US consumers ranked their experiences with more than 150 large US brands. View Forrester's recent webinar to see the results, and next steps you should take to improve your organization's customer experience.