Forrester Customer Experience Forum – Tim Suther presentation on customer engagement

June 29, 2010

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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