Archive for the ‘forrester’ tag
The effect of the customer experience on loyalty
At VHT, we know how important the customer experience is to loyalty, and it’s cool to see research backing it up:
The difference in loyalty between companies in the top quartile of customer experience (when measured against industry averages) and the companies in the lowest quartile:
- 14.4% more customers willing to buy another product
- 15.8% more customers reluctant to switch
- 16.6% more customers likely to recommend
Read the entire blog post.
