I bet you can’t prove ROI on Customer Experience Investments…

Posted by Colin Shaw on March 1, 2010

0 comments | 830 reads

Jon Picoult can.

The Founder of Watermark Consulting compared the stock performance of companies with Forrestors Customer Experience Index to demonstrate how Customer Experience investors outperform those who failed to invest. Meanwhile, Bruce Temkin commented that his previous research work, entitled Customer Experience Boosts Revenue, echoed Picoult’s post – research which examined the difference in loyalty following company financial performances.

Jon found increased stock performance, Bruce found it increased Customer Loyalty. With results like these how can you ever question investing in your Customer Experience isn’t an effective for customer retention? It may not have been one of your priorities for 2010, but it making a customer experience investment should be. As organisations invest, they will not only be making Customer Experience a priority within their organisation, but will hopefully be moving from Naïve to Natural, where the whole organisation is geared towards delivering a great Customer Experience.

Check out Jon’s original blog post here – Yes, Virginia, There Is A Return On Customer Experience Investments

Colin Shaw

Colin Shaw is founder & CEO of Beyond Philosophy, one of worlds first organizations devoted to customer experience. Colin is an international author of four best-selling books. Beyond Philosophy has a proven track record. They provide consulting, specialised research & training from Atlanta, Georgia and London, England. Follow Colin Shaw on Twitter ColinShaw_CX

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