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Wednesday, February 09, 2011

Marketing Value Customer Experience

From Forrester, interesting analysis about experience in particular (excerpt, the full document is for pay.  In general I have found their documents useful ) :


The marketing value of customer experience
Customer experience is marketing. That is, in a world drenched in social word of mouth, the way you treat your customers -- and the way they perceive you -- makes all the difference in what they say to their friends.

With that in mind, I'd like to share some key results from Forrester Research's latest Customer Experience Index survey. We asked over 7,700 consumers to respond to three questions about 154 different companies: how well did they meet your needs, how easy were they to do business with, and how enjoyable were they to do business with? The results are fascinating .... "

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