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Posted by William Band on September 7, 2011
Better customer experience drives improvement for three types of customer loyalty: willingness to consider another purchase, likelihood to switch business to a competitor, and likelihood to recommend to a friend or colleague. But how does that affect a company’s bottom line? Our models estimate that the revenue impact from a 10 percentage-point improvement in a company’s performance, as measured by Forrester’s Customer Experience Index (CxPi) score, could be in excess of $1 billion.
Megan will be taking a deep dive into the business impact of customer experience in her presentation on “The New World of Customer Engagement” at our upcoming Business Process Forum (#BPF11), September 22-23 in Boston. For two days, we’ll hear from business process executives who are transforming processes from the outside in. I invite you to be there, and also to follow Forrester’s Blog For Business Process Professionals in the weeks leading up to the event to hear from Forrester thought leaders and some of the speakers from the event.
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