B Evidence Grade B Graded accuracy verified by the review judge Safe to Cite Dated

70%

70% -- investment return difference for highest and lowest scoring companies in customer experience (2007-2012)

Name: Investment Return Difference Statistics
Creator: Lighthouse Intelligence
Published: 2026-08-18

2007-2012 · Forrester Research

After five years of annual investments starting in 2007, the return on investment for the highest-scoring customer-centric companies was 70% higher than for the lowest-scoring group.

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Attribution: Forrester Research View source

Lighthouse Research Team

Last verified: 2026-08-18 · How we verify data →

Source verified Evidence graded

Value

70%

Unit

Percentage

Data Vintage

2007-2012

Entity

highest and lowest scoring companies in customer experience

Evidence Quality

Strong, reliable evidence

Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.

68/100 confidence

Score breakdown

Extraction

Source Trust

Citation Chain

Independence

Methodology

Freshness

Sources (2)

Forrester Research Primary Tier B

http://www.marketingfacts.nl/berichten/customer-central-all-aboard/ ↗

Confidence: 57/100 Vintage: 2007-2012 Channel: Deep Crawl

Source Article

Customer Central, all aboard!

Customer Central, all aboard! Tijdens SXSW sprak ik met Kerry Bodine, VP & principal analyst bij Forrester Research. Haar presentatie vóór ons gesprek bevestigde het belang van het centraal zetten van de klant van de klant. En dat begint met helder te krijgen hoe de klant de interactie met je bedrij…

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tradethatswing.com https://tradethatswing.com/

2026-08-18

Original Research

Forrester Research · Original study ↗

Methodology

Investment in most and least customer-centric companies over five years

Segmentation

Industrymarketing

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Plain Text

highest and lowest scoring companies in customer experience: 70% investment return difference. Source: Forrester Research (2007-2012). Via Lighthouse Intelligence -- https://lighthousedata.io/data/investment-return-difference

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<blockquote cite="https://lighthousedata.io/data/investment-return-difference" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>70%</strong> -- investment return difference for highest and lowest scoring companies in customer experience<br><small>Source: Forrester Research (2007-2012) · <a href="https://lighthousedata.io/data/investment-return-difference" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>

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