The Impact of Digital Technology on Customer Loyalty and Experience

Abstract

This Case Study investigates how Digital technology impacts customer loyalty and experience as predicted by the Net promoter score against different Digital Maturity metrics in the context of Building Material Suisse (BMS), a leading interior design and building materials provider. The primary objective of this study is to assess if higher Digital Maturity as per the Digital Maturity Performance Index will translate into higher Net Promoter scores resulting in better customer satisfaction and experience across the company’s nine showrooms in German-speaking Switzerland.