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NEW YORK While it isn’t shocking that a positive customer experience leads to customer loyalty, Forrester Research’s new report shows just how crucial it can be. Forrester surveyed 4,500 U.S. consumers and asked them about their interactions with more than 100 brand-name firms.
It found a good experience correlates with a willingness to repurchase a product or service, a reluctance to switch and a likelihood to spread a positive word-of-mouth endorsement.
Among the companies surveyed, Office Depot and SunTrust Bank showed the highest correlation between customer experience and customers’ repurchase plans.
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