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Posted by Megan Burns on March 28, 2012
I just published Forrester’s fourth annual report “The Business Impact Of Customer Experience, 2012” using updated data from the 2012 Customer Experience Index. Once again, the news is good for companies hoping to get a financial boost from their efforts to improve customer experience.
In the industries we modeled, the revenue benefits of a better customer experience range from $31 million for retailers to around $1.3 billion for hotels and wireless service providers.
What’s behind these impressive numbers? It’s pretty simple, really.
After four years of doing these calculations, we’re convinced that investing in customer experience is worth the money, but we still love to hear real-world examples of this dynamic in action. What have you done to improve customer experience and what kind of financial or loyalty benefit have you seen?
And for those who want to play around with our models on their own, there’s an interactive spreadsheet in the report that you can download and use to work through your own “what if” scenarios.