Manufacturers are building big ROI through great customer experiences.
We commissioned Forrester Consulting to evaluate the role of customer experience (CX) for businesses. We found that when top manufacturers work with their customers more closely on product innovation, they drive higher product ratings, revenue and long-term customer retention.
Strong customer experience makes for successful manufacturers.
Manufacturers who prioritise CX grew orders by 12% year-over-year.
Top manufacturers use CX tools to create rich purchasing experiences for customers and even richer ROI — boosting orders at 1.6x the rate of other firms.
88% of manufacturers are racing to become more customer centric.
Manufacturers are relying on CX tools in the next 12 months to grow customer retention and loyalty and to boost their ROI.
84% of manufacturers are giving their products and services an overhaul.
Using advanced CX tools, top manufacturers prioritise improving products and services, so they can delight their customers and improve their ROI.
54% of manufacturers work to meet their customers every step of the way.
CX-smart manufacturers create memorable experiences and address all of their customers’ needs throughout their lifecycle — all while building up their ROI.
Read the full study to see how manufacturers use CX to build stronger ROI.
Our commissioned study, conducted by Forrester Consulting, found that manufacturers that centre their products around their customers’ needs experience boosts in their ROI compared to their competitors. Read The Business Impact of Investing in Experience: A Spotlight on Manufacturing to learn more.