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)

US brands are still failing to impress their customers

Investment in CX stalled for the third year running

Based on a survey of more than 110,000 US online adult consumers, Forrester's CX Index measures and ranks nearly 300 US brands across 19 industries to identify how well a brand's customer experience strengthens the loyalty of its customers. 2018 findings include that brand level gains and losses were a wash, and more industry rankings fell than rose since last year. Additionally, emotion has a bigger impact on brand loyalty than effectiveness or ease of the experience in every industry.

Forrester's CX Index reveals the brands that are recognized as best-in-class - firms that are in the top 5% of CX quality across industries in their regions. Navy Federal Credit Union topped the 2018 best-in-class list, with the following companies in the top 5% group of brands (in alphabetical order): Boost Mobile, Cricket Wireless, Edward Jones, Home Shopping Network (HSN), Huntington National Bank, Lexus, Mercedes-Benz, MetroPCS Communications, QVC, Trader Joe's, USAA, and Zappos.com.

"Though brands are catching on to the fact that high quality customer experience correlates with business growth, it's alarming that progress on improving CX has stalled for the third year in a row," Forrester Chief Research and Product Officer Cliff Condon said. "It proves that many companies don't fully understand what matters most to their customers, but to achieve CX success, they must discover and focus on those drivers first. Forrester knows that positive emotions are instrumental in boosting customer loyalty - for example, among digital retail customers who feel valued, 92% plan to stay with the brand and 88% will increase their spending. Firms that focus on improving the aspects that matter to customers - and in turn drive revenue - will close the CX leadership gap."

More information about the index has been published here: http://forr.com/cxindex

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)