Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

How brands revamped their Covid-19 Customer Experiences

Most Canadian brands' CX improved during the pandemic

The pandemic changed customer needs and expectations in unprecedented ways. This is why brands maintaining stable CX quality is an achievement. Additionally, investment firms dominated the elite brands - the top 5% of brands in the entire CX Index - with RBC Dominion Securities, ScotiaMcLeod, and TD Wealth reaching this category for the first time.

CX Index data further reveals that emotion remains core to brands' CX success: Elite brands provide nearly four times more emotionally positive customer experiences, such as feeling appreciated and respected, which are critical to boosting loyalty. In the retail industry, for example, among customers who felt appreciated, 85% plan to stay with the brand, 82% plan to increase spending with the brand, and 85% will advocate for the brand.

"Brands achieved an important milestone this past year by largely sustaining CX quality despite the pandemic driving historic changes in consumer behaviors," said Harley Manning, VP and research director with Forrester. "The pandemic has also demonstrated that brands must differentiate themselves by recognizing human emotions. Our findings validate that, across every industry, how customers feel when interacting with brands strongly influences their loyalty toward those brands."

Conducted for the seventh year in a row, Forrester's Canada 2021 CX Index results are benchmarked on a survey of more than 38,000 Canadian customers across 97 brands and nine industries. Forrester's CX Index methodology helps CX leaders grow revenue faster, drive higher brand preference, and charge more for their products.

According to Forrester, even a minor improvement to a brand's customer experience quality can add tens of millions of dollars of revenue by reducing customer churn and increasing share of wallet. Additionally, superior CX leads to reduced service costs and lowers the cost of customer acquisition through word of mouth.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)