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The Dollars And Sense Behind
Experience Optimization
According to Forrester, companies that continuously move
higher in their customer experience index scoring will see:
+ Increased revenue due to word of mouth: Incremental sales from positive word
of mouth can range from $2 million for investment firms to $176 million for airlines.
+ Reduction in churn, leading to improvements in revenue: Retained revenue
ranges from $30 million for investment firms to $1.7 billion for wireless providers.
+ Increased revenue thanks to incremental purchases of loyal customers:
The revenue benefit can range from a low of $39 million for consumer electronics
manufacturers to more than $1.3 billion for wireless service providers.

Published in: Marketing, Business
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