Forrester Study Makes Customer Experience Recommendations

Brandon Lake  |  February 8th, 2011

The Customer Experience Index, 2011 by Forrester Research

On January 11, 2011 Forrester Research released "The Customer Experience Index, 2011". Only thirty-five percent of the brands surveyed earned an excellent or good rating. This means that almost two-thirds of brands were rated okay to very poor.

Among the recommendations offered by Forrester to improve the customer experience was that companies need to define what they want the customer experience to be and map out a strategy. The next step is to focus on activities and processes that differentiate and stand out from the competition.

In the report it says: "Top opportunities include creating closed-loop processes for following up on service resolution and sales opportunities, feeding customer insight into product development processes, and tying customer feedback to employee compensation or promotion opportunities."

Resmark tour operator software is designed to deliver the ultimate customer experience as recommended by Forrester. After a customer experience strategy has been defined, Resmark’s tour operator software allows a company to create an automatic closed-loop process for each customer and potential customer. Not only will the customer receive automatic email follow-up, but surveys can be sent to all customers soliciting feedback that can improve products and ultimately their experience. For tour operators, the concept of gathering feedback is so natural since people have had an experience that is often so easy to talk about.

Read how other companies are using Resmark online tour reservation system to deliver a great customer experience.

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Brandon Lake

Brandon Lake

Brandon is the founder and CEO of RESMARK & WaiverSign. He also runs Western River Expeditions and Moab Adventure Center, two of the most successful tour businesses in America. Brandon loves cycling, skiing and traveling with his wife and 4 children.
*All information is accurate as of February 2011.