Forrester just released their 2024 US Customer Experience Index report across 12 major industries and the findings are jarring. Most consumers are having the worst experiences in a decade. Brands are missing the mark on creating meaningful customer experiences. Only 12% of brands received excellent scores, while the majority have stagnated or declined, impacting loyalty and engagement. Customer-obsessed organizations reported 41% faster revenue growth, 49% faster profit growth, and 51% better customer retention than those at non-customer-obsessed organizations. Read more here: https://lnkd.in/gD6hQde6
Forrester just released a damning report into the state of customer experience within the US market. Their data shows that US consumers are having their worst customer experiences in a decade, with their cross industry CX Index score at its lowest point since 2016. Only 3% of customers feel like the brands that serve them are customer obsessed. Brands are failing equally across the areas of effectiveness, ease, and emotion. What does that tell us? That brands are still struggling at getting the basics right. Experience strategy. Product & service value propositions. Personalization. Loyalty. Channel strategy & handoffs. Customer support and operations. Brand perception. All of these areas need work. https://lnkd.in/gs2AzV4S
