Customer Theories and Models

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Category: Customer Theories and Models

17

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Medium: Knowledge

Why customers say they’ll recommend you and also say they won’t buy from you again

Each year, Forrester surveys nearly 90K US adults as part of our CX Index annual benchmark study . (See Figure 1). Every year we see industries where large percentages of customers say that they don’t intend to stay with a brand — but will purchase more from the brand and/or advocate for the brand. To some this might seem like…

Posted: 11 Nov 2021

Medium: Knowledge

Measuring Customer Satisfaction 101: NPS vs CSAT vs CES vs Repeat Rate

Each year, Forrester surveys nearly 90K US adults as part of our CX Index annual benchmark study . (See Figure 1). Every year we see industries where large percentages of customers say that they don’t intend to stay with a brand — but will purchase more from the brand and/or advocate for the brand. To some this might seem like…

Posted: 12 Oct 2021

Medium: Knowledge

The customer journey myths undermining digital customer service investments

Each year, Forrester surveys nearly 90K US adults as part of our CX Index annual benchmark study . (See Figure 1). Every year we see industries where large percentages of customers say that they don’t intend to stay with a brand — but will purchase more from the brand and/or advocate for the brand. To some this might seem like…

Posted: 11 Oct 2021

Medium: Knowledge

Is Your Marketing Inadvertently Damaging Your Customer Focus?

Each year, Forrester surveys nearly 90K US adults as part of our CX Index annual benchmark study . (See Figure 1). Every year we see industries where large percentages of customers say that they don’t intend to stay with a brand — but will purchase more from the brand and/or advocate for the brand. To some this might seem like…

Posted: 19 Sep 2021

Medium: Knowledge

Why NPS Should Not Be Your Only Customer Experience Metric

Each year, Forrester surveys nearly 90K US adults as part of our CX Index annual benchmark study . (See Figure 1). Every year we see industries where large percentages of customers say that they don’t intend to stay with a brand — but will purchase more from the brand and/or advocate for the brand. To some this might seem like…

Posted: 23 May 2021

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