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.
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.
Experience-driven businesses report higher customer retention, repeat purchase rates and average order values.
Experience-driven businesses are more effective at turning loyal customers into advocates. Half saw increased customer advocacy.
Experience-driven businesses have happier employees with greater satisfaction at the individual, team and department level.
Experience-driven businesses report an average revenue growth rate of 17% compared to an average of 10% among other companies.
Superior business performance improves across every aspect of the customer lifecycle, including greater cost efficiency, heightened employee satisfaction and productivity and increased customer engagement.
ROI metrics for customer retention, purchase rates and lifetime value all improve with an ongoing commitment to CX.
When businesses invest in CX, customer satisfaction improves, leading to an increase of retention, purchasing and loyalty. And greater ROI.
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.
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