IGC Benchmark Report
How Nordstrom and Leading CX Brands Compare In Influencer SOV
How Nordstrom and Leading CX Brands Compare In Influencer SOVToday, 84% of consumers who received a ‘great customer experience’ were likely to repurchase from the same company. From 2010-2015, CX leaders delivered compound annual revenue growth rates of 17% compared to 3% for CX ‘laggards’ (Forrester, “Customer Experience Drives Revenue Growth”, June 2016). Seemingly, superior CX provides brands with a clear competitive advantage.
In this report, we look at share of influencer-generated content (IGC) across some of America’s leading CX brands, analyzing which brands had the greatest influencer SOV in the last year. For these brands, influence is not just a touchpoint on the path-to-purchase – it is the path to purchase. The decision and ability to integrate influence along every point of the customer journey is what elevates the customer experience, making these brands some of America’s most loved.