We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners.
Roxy: this is the fun portion of the morning.
Fact: Two years ago, Forrester unveiled the approach to determine the CX improvement initiatives. CX Index is two years old this week.
Data insight comes from that lower level of data.
Interesting Findings:
Can investment in CX allow you to charge higher prices?
- In investment and automotive, you can charge more for exceptional interactions
- For most other industries, you don’t have that luxury.
- 85% of retail customers are not willing to pay for quality retail experiences.
- 77% want quality products and services
- 73% want products and services to be delivered on time
- 71% want it to be easy to find the products and services
- If you don’t meet high expectations, customers don’t forgive those mistakes
- 19% of customers are not willing to forgive a mistake in the ISP world
- 53% aren’t trapped with their internet service provider
- 86% are already experiencing bad CX…. looking to the exit.
- 19% churn is a huge hit to the company when you need to replace the.
- It’s about more than just making them happy
- respected, value and appreciated
- don’t annoy, disappoint, or frustrate your customers
- in hotel with positive emotions
- 88% will advocate
- 76% will retain
- 78% will inrich
- TV Providers who have annoyed customers
- 15% will advocate
- 19% will retain
- 18% will enrich
CX does have a relationship to the bottom line. Depending on industry, it will have an increase in revenue or provide the ability to retain customers.
