June 14, 2018
Forrester Senior Data Analyst Anjali Lai introduces the Customer Energy Index: a measure of customer attitudes, behaviors, and actions that tracks the impact they all have on the global market.
Anjali Lai, Senior Data Analyst
We know that it’s the Age of the Customer. We know that customers are empowered by their digital resources. But we also know that there’s much more to the story here. Enter Forrester’s new benchmarking function: the Customer Energy Index.
We’re living in a time when any major headline has the potential to impact the economy on a national and even global scale. The Customer Energy Index is designed to measure changes in customer behaviors and attitudes toward markets and brands — and how those changes affect markets and brands on a monthly, daily, or even moment-by-moment basis.
In this podcast episode, Anjali Lai talks through the development of the Customer Energy Index, the measurable elements of customer attitudes, and the idea that changes in attitudes and emotions are closely linked to the health of the business, market, and economy.