Dépêches
Improved Customer Experience Can Generate $100s of Millions in Additional Revenue for Companies
Dépèche transmise le 10 mai 2011 par Business Wire
Improved Customer Experience Can Generate $100s of Millions in Additional Revenue for Companies
BOSTON--(BUSINESS WIRE)--A new research report published by Temkin Group, The Customer Experience-Loyalty Connection, finds a strong connection between improved customer experience and increased consumer loyalty-- leading to increased company revenue.
“Great customer experience isn’t just a nice thing to provide for customers; it’s a critical component for improving the bottom line by increasing customer loyalty.”
Based on a survey of 6,000 US consumers, Temkin Group found that consumers who have a good customer experience are more loyal to companies across all 12 industries included in the study: airlines, banks, credit card issuers, health plans, hotel chains, Internet service providers, insurance companies, investment firms, personal computer makers, retailers, TV service providers, and wireless carriers.
According to Bruce Temkin, author of the report and Managing Partner of Temkin Group, “Great customer experience isn’t just a nice thing to provide for customers; it’s a critical component for improving the bottom line by increasing customer loyalty.”
Key findings in the report include:
- A modest improvement in customer experience can generate a three-year revenue boost between $308 million for retailers and $179 million for health plans for every $1 billion in revenues. The study identifies the revenue levels for all 12 industries.
- Customer experience leaders have 10.8 percentage points more customers who are likely to recommend them compared to customer experience laggards.
- Customer experience leaders have 12.7 percentage points more customers willing to buy from them compared to customer experience laggards.
- Customer experience leaders have 14.1 percentage points fewer customers looking to switch away from them compared to customer experience laggards.
This report can be accessed from the Temkin Group website (www.temkingroup.com) or from a new Website called Temkin Ratings (www.temkinratings.com) where companies can download the detailed data from this research.
About the author, Bruce Temkin
Bruce is a Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the Chair and co-founder of the Customer Experience Professionals Association (CXPA.org). Prior to founding the Temkin Group, Bruce was Vice President with Forrester Research. During his 12 years with Forrester, Bruce was Forrester’s most-read analyst for 13 consecutive quarters and remains one of the most respected analysts in the industry. Bruce holds a master’s degree from MIT Sloan School of Management and an undergraduate degree in mechanical engineering from Union College.
About the Temkin Group
Temkin Group is a customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer‐centric. We combine customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results.
- 12/05 Norse Atlantic inaugure sa liaison entre Paris et Los Angeles
- 12/05 Turkish Airlines , Airbus et Rolls-Royce renforcent leur partenariat
- 12/05 PLAY : résultats du premier trimestre 2024
- 12/05 British Airways lance un troisième vol entre Londres et Chicago
- 12/05 Korean Air lance une nouvelle liaison vers Macao
- 06/05Meeting Cerny-La Ferté-Alais 2024 : programme des vols (mise à jour 10/05/2024)
- 05/05 Volotea inaugure quatre nouvelles routes au départ de Lille
- 05/05 Le Racer d'Airbus Helicopters a effectué son premier vol
- 05/05 AFI KLM E&M conclut un accord de support d'équipements avec Air Tanzania
- 05/05 FlyBy signe une commande avec Tecnam
- 05/05 Air Tahiti Nui simplifie les voyages depuis les États-Unis en rejoignant le programme TSA PreCheck
- 03/05JO 2024 : la DGAC diffuse les suppléments d'information aéronautique permanente (SUP AIP)
- 03/05 Le Temps des Hélices 2024 : des paramoteurs en ouverture
- 30/04 Le Royaume-Uni commande des Airbus H145 supplémentaires
- 30/04 Vueling présente une livrée spéciale dédiée au FC Barcelone féminin
- 30/04 L’EASA a délivré le "Permis de voler" à l'INTEGRAL E
- 30/04 Icelandair célèbre les 40 ans de l'expérience Saga Premium
- 30/04 Finesse Max livre le 100e Velis Electro
- 28/0451e fête aérienne - Le Temps des hélices
- 28/04 Friedrichshafen 2024 : le salon a attiré plus de 31 000 visiteurs