To understand the connection between customer experience (CX) and loyalty, Temkin Group examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries. Temkin found a strong correlation between customer experience and loyalty factors such as repurchasing, trying new offerings, forgiving mistakes, and recommending the company to friends and colleagues. While all three components of customer experience—success, effort, and emotion—have a strong effect on loyalty, Temkin finds that emotion is the most important element.

Source: Report: ROI of Customer Experience, 2015

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