Friday, September 21, 2012

Why customer experience is the only thing that matters

Great article from Fast Company outlining the reason why customer experience matters so much and with evidence to back it up:
"A firm called Watermark Consulting used our data to calculate the performance of a portfolio of publicly traded companies that are customer experience leaders. Over the last five years, a period when the S&P 500 was essentially flat, that portfolio produced a cumulative total return of just over 22%. During the same period a portfolio of customer experience laggards returned -46%. That shows that not only do customers reward a superior experience, so do the markets."

1 comment:

  1. Very interesting concept. All the customer will be different and will have different experience.