Comments on: The Holy Grail: A Link Between Customer Experience And Loyalty http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/ Building Loyalty Through Customer Experience, Marketing, And Leadership Mon, 04 Jan 2010 16:15:40 +0000 http://wordpress.com/ hourly 1 By: Forrester’s 2008 Customer Experience Rankings « Craving Fan http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-7286 Forrester’s 2008 Customer Experience Rankings « Craving Fan Tue, 01 Dec 2009 21:19:58 +0000 http://experiencematters.wordpress.com/?p=326#comment-7286 [...] bottom line: There’s plenty of room to improve customer experiencewhich will increase customer loyalty. Possibly related posts: (automatically generated)Forrester Finance Forum 2008 – First in a [...] [...] bottom line: There’s plenty of room to improve customer experiencewhich will increase customer loyalty. Possibly related posts: (automatically generated)Forrester Finance Forum 2008 – First in a [...]

]]> By: Bruce Temkin http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-6195 Bruce Temkin Sat, 30 May 2009 20:13:35 +0000 http://experiencematters.wordpress.com/?p=326#comment-6195 Wim: The correlation between customer experience and loyalty was significant in healthcare, but lower than in any of the other 8 industries I examined in that research. You may also want to check out the same analysis that I did this year: <a href="http://experiencematters.wordpress.com/2009/02/18/customer-experience-correlates-to-loyalty/" rel="nofollow">Customer Experience Correlates To Loyalty</a>. Wim: The correlation between customer experience and loyalty was significant in healthcare, but lower than in any of the other 8 industries I examined in that research. You may also want to check out the same analysis that I did this year: Customer Experience Correlates To Loyalty.

]]> By: Wim Rampen http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-6193 Wim Rampen Sat, 30 May 2009 14:26:03 +0000 http://experiencematters.wordpress.com/?p=326#comment-6193 I've been digging into your Customer Experience correlation with Loyalty today. Since I'm currently working for a health insurance company in The Netherlands I was interested to know to what extend your remark "Health plan customer experience was the least correlated with loyalty, followed by investment firms and retailers" means that there is no correlation with Loyalty or that other elements show higher correlation to loyalty for Health insurers. Would be greatfull for your feedback. I’ve been digging into your Customer Experience correlation with Loyalty today. Since I’m currently working for a health insurance company in The Netherlands I was interested to know to what extend your remark

“Health plan customer experience was the least correlated with loyalty, followed by investment firms and retailers”

means that there is no correlation with Loyalty or that other elements show higher correlation to loyalty for Health insurers.

Would be greatfull for your feedback.

]]> By: never mind your customer « Fredzimny’s Blog http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-5432 never mind your customer « Fredzimny’s Blog Wed, 18 Feb 2009 18:25:53 +0000 http://experiencematters.wordpress.com/?p=326#comment-5432 [...] also did the same analysis with consumer data from Q3 2007 on nine of these industries (we added airlines, hotels, and PC manufacturers this year). It turns [...] [...] also did the same analysis with consumer data from Q3 2007 on nine of these industries (we added airlines, hotels, and PC manufacturers this year). It turns [...]

]]> By: Forrester’s 2008 Customer Experience Rankings « Customer Experience Matters http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-4880 Forrester’s 2008 Customer Experience Rankings « Customer Experience Matters Mon, 15 Dec 2008 15:37:36 +0000 http://experiencematters.wordpress.com/?p=326#comment-4880 [...] The bottom line: There’s plenty of room to improve customer experience which will increase customer loyalty. [...] [...] The bottom line: There’s plenty of room to improve customer experience which will increase customer loyalty. [...]

]]> By: Aspect Contact Center: Unplugged Blog » Blog Archive » Aspect and Tellme Join Forces http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-4171 Aspect Contact Center: Unplugged Blog » Blog Archive » Aspect and Tellme Join Forces Tue, 16 Sep 2008 13:37:20 +0000 http://experiencematters.wordpress.com/?p=326#comment-4171 [...] (and historically) from beginning to end! Essentially you will be able to better understand your customer’s full experience – from self service to live agent assistance – from one display AND use a common tool to easily [...] [...] (and historically) from beginning to end! Essentially you will be able to better understand your customer’s full experience – from self service to live agent assistance – from one display AND use a common tool to easily [...]

]]> By: BofA + Merrill, The Customer Experience Angle « Customer Experience Matters http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-4170 BofA + Merrill, The Customer Experience Angle « Customer Experience Matters Tue, 16 Sep 2008 11:57:24 +0000 http://experiencematters.wordpress.com/?p=326#comment-4170 [...] research has shown that there’s a high correlation between customer experience and customer loyalty in financial services. So there’s an enormous opportunity. But the questions is: Which firms [...] [...] research has shown that there’s a high correlation between customer experience and customer loyalty in financial services. So there’s an enormous opportunity. But the questions is: Which firms [...]

]]> By: Information Bricolage » “Customer Experience” Linked to “Customer Loyalty” http://experiencematters.wordpress.com/2008/03/25/the-holy-grail-a-link-between-customer-experience-and-loyalty/#comment-2889 Information Bricolage » “Customer Experience” Linked to “Customer Loyalty” Wed, 26 Mar 2008 00:53:47 +0000 http://experiencematters.wordpress.com/?p=326#comment-2889 [...] We all know it, but sometimes its hard to prove with quantitative numbers. According to Bruce D. Temkin, Forrester has just published a report empirically linking customer experience to customer loyalty and purchasing decisions. [via: Customer Experience Matters] [...] [...] We all know it, but sometimes its hard to prove with quantitative numbers. According to Bruce D. Temkin, Forrester has just published a report empirically linking customer experience to customer loyalty and purchasing decisions. [via: Customer Experience Matters] [...]

]]>