Great experiences improve your ROI — every time

Forrester learnt that successful businesses focus on creating great customer experiences to improve their metrics — and their ROI.
Read all about it in The Business Impact of Investing in Experience.

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Successful businesses invest in CX to drive their ROI.

Successful businesses realise that the complete customer experience is more important to their ROI than focusing only on specific channels. Adobe commissioned Forrester Consulting to conduct an online survey with 434 global digital business, marketing and analytics decision-makers with responsibility for CX technology decisions and metrics. Here’s what we discovered.



1.9x higher customer retention rates

Experience-driven businesses report higher customer retention, repeat purchase rates and average order values.



2.1x customer lifetime value

Experience-driven businesses are more effective at turning loyal customers into advocates. Half saw increased customer advocacy.


1.5x more very satisfied employees

Experience-driven businesses have happier employees with greater satisfaction at the individual, team and department level.


1.7x revenue growth

Experience-driven businesses report an average revenue growth rate of 17% compared to an average of 10% among other companies.

Whole-lifecycle happiness matters for customers, employees and ROI alike

Superior business performance improves across every aspect of the customer lifecycle, including greater cost efficiency, heightened employee satisfaction and productivity and increased customer engagement.

CX tools give businesses a leg up on competitors.

ROI metrics for customer retention, purchase rates and lifetime value all improve with an ongoing commitment to CX.

Customers are devoted to CX-driven businesses.

When businesses invest in CX, customer satisfaction improves, leading to an increase of retention, purchasing and loyalty. And greater ROI.

Focus on customer experiences to drive ROI

Content as a Service v2 - general - Tuesday, June 4, 2024 at 15:56

Digital transformation powered by CXM

A solid Customer Experience Management (CXM) strategy is the key to business success. Learn how Adobe has effectively transformed our own digital business and how we can help you.

Read more about CXM