Forrester Customer Experience Forum – Tim Suther presentation on customer engagement

A hard punching setup:

  • 80% of CEOs think they provide a superior customer experience . . . but just 8% of their customers agree.
  • 80% of online advertising fails to reach its intended target.
  • Only 32% of brands know how their customers behave across channels . . . yet multichannel buyers are 4 to 5 times more profitable.
  • Most brands over invest in low-value customers and under invest in high-value customers.
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One Response to Forrester Customer Experience Forum – Tim Suther presentation on customer engagement

  1. Mark Ogne says:

    The concept that “80% of CEOs think they provide a superior customer experience . . . but just 8% of their customers agree” was repeated and tweeted a lot during the recent Forrester event. This concept is incredibly powerful, the great distance between perception and reality illustrates a lack of focus on customer experience, maybe even a desire to find out how customers feel about a brand.

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