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Customer Experience, Brand Value As Steve Jobs said, “You have to start with the customer experience and work backwards to the technology.” "Research done by Harvard Business Review shows there’s a direct link between customer experience and annual revenue. They found that customers who had the best experience were shown to spend 140% more than those who had a bad or less than great experience. "According to Forrester, revenue potential increases and then remains relatively flat when improvements are made to poor experiences. However, when improvements are made to already good experiences the revenue potential increases exponentially." |