Customer satisfaction should be the number one priority in any business. Customer experience is usually measured by whether the company meets a customer's needs, whether the company is easy to work with, and the satisfaction of a consumer's interactions with the company.
Companies especially call or contact centers need to deal with customers on a daily basis, making sure each one hangs up the phone satisfied or at lest close to it. A new report from Forrester Research shows that customer experience is closely tied to customer loyalty, and that the relationship between the two has increased since last year.
The report measures loyalty by a customer's willingness to repurchase from a company, reluctance to switch and likelihood to recommend.
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Nike, the athletic footwear conglomerate has announced that they are doing rather well, online. Nike's US chief executive Mark Parker has stated that the company is seeing "a fairly dramatic increase in online sales."