Forbes Insights: Customers for Life

By 2020 customer experience is expected to surpass product and pricing as the key business differentiator, so it’s critical that companies orient themselves now towards creating and keeping customers for life if they expect to remain competitive.

To shed light on this issue, Forbes Insights, in association with Sitecore, surveyed 312 senior executives from across North America to better understand how organizations nurture the customer lifecycle; the tools used, the strategies employed and the decision makers involved—and where gaps exist between intention and implementation. Their answers shed light on how well understood the concept of customer experience is, how it has been prioritized and implemented in practice, and the challenges posed along the way. It provides important insight for any organization interested in moving away from a transactional model towards a customer-centric one—and practical recommendations for how to go about it.

Included in this 28-page white paper:

• Key findings from over 300 executives
• Understanding the strategic value of lifetime customers
• Case Studies on Polaris Industries and Expedia