LONDON, Nov. 20, 2018 /PRNewswire/ -- There is a
direct connection between a company's employee experience and its
ability to win and retain customers. And it is only possible to win
and retain customers if they are engaged on a much deeper,
emotional level.
These are some of the key messages that emerged from Forrester's
two-day forum CX (Customer Experience) Europe, which welcomed more than 400 industry
leaders from all over Europe.
During the forum, Forrester presented its Customer Experience
Index (CX Index™) rankings.
Compared to 2017, the data did not show a significant and tangible
improvement. However, CX Analytics Director Michelle Yaiser is certain that "European brands
are starting to make a breakthrough in customer experience", but
she warned the audience: "An endless pool of customers does not
exist".
Retaining loyal customers is therefore mission-critical for all
companies globally. In fact, irrefutable and rigorously-researched
data analysis from Forrester shows that, when customers have an
excellent experience, 77% of them will stay and 90% will recommend
that brand; when they only have a "good" experience the percentage
will drop to 66% for those staying and 76% for those recommending
that brand.
Forrester CX Principal Analyst Joana van
den Brink-Quintanilha introduced speakers and key themes by
highlighting the importance of empathy and clear
communications.
This year, Forrester has analysed and evaluated over 70 brands
in the UK and France across a
variety of sectors including retail, banks, insurance and mobile
phone operators.
To learn about customer experience please go to
https://forr.com/2z8vjAX and register to find out more.
About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research
and advisory firms in the world. We work with business and
technology leaders to develop customer-obsessed strategies that
drive growth. Forrester's unique insights are grounded in annual
surveys of more than 675,000 consumers and business leaders
worldwide, rigorous and objective methodologies, and the shared
wisdom of our most innovative clients. Through proprietary
research, data and analytics, custom consulting, exclusive
executive peer groups, and events, the Forrester experience is
about a singular and powerful purpose: to challenge the thinking of
our clients to help them lead change in their organizations.
Contact
Chiara Carella
Public Relations Europe
direct +44 20 7323 7714
ccarella@forrester.com
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SOURCE Forrester