Customer Experience Strategy
Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.
Three-quarters of companies want to improve their customer experience (CX). Yet Forrester’s Customer Experience Index (CX Index™), which covers more than 200 brands in eight industries across the UK, France, and Germany, found that most European brands deliver mediocre experiences. That is a problem in an era when customer-driven change is remaking every industry.
In this exclsuive article Joana van den Brink-Quintanilha, Senior Analyst, Customer Experience, at Forrester Research discusses the following critical questions:
- What is the business impact of superior customer experience?
- Financial services firms hold the lead in all three markets?
- What’s driving this performance?