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Oct. 15, 2008
Satisfied Customers Do, Indeed, Increase Shareholder Value
By Bernhard Schindlholzer, The Customer Experience Labs
Fortunately some research has been done on the impact of customer satisfaction on shareholder value and stock prices respectively which should help to strengthen your arguments next time. The authors of the study “Customer Satisfaction and Stock Prices” have analyzed the top 20% companies of the American Customer Satisfaction Index (ACSI) and found that their performance greatly outperformed the stock market, generating a 40% return. From Consumerist:
You can download the full article or read more at Consumerist.  MarketPlace Customer Service as a Differentiator: The Road to Excellence at Overstock.com Companies are beginning to realize they don’t have the option of ignoring the quality of their customer’s experiences. Overstock.com realized that customers want service that is excellent, regardless of which channel is used. But they had to overcome some serious obstacles on the road to excellence. Read their story. New Research Report: Customer Experience Maturity Monitor Discover the five levels of customer experience maturity, ranging from Limited Capability to Experiential Master. Find out where your company stands, and explore what it takes to move from the base level to the peak. Download free research report here. Selling the "New Consumer" with Smart Conversations, Not Blind Automation Learn how to engage your customers in a great cross-channel conversation that will set your company apart. CustomerThink founder/CEO Bob Thompson reveals his latest research on the multi-channel buying experience, and Lisa Abbott of Genesys explains how to solve cross-channel challenge. Four Strategies to Shift Your Support Center from Surviving to Thriving With an economic upturn on the horizon, it's time to focus on how to gain a sustainable competitive edge. In this webinar, contact center guru Bill Price reveals how to improve the customer experience, reduce operational costs and retain top technical talent. TCE (Total Customer Experience) Model Building e-Workshop for Financial Services Providers [August 27, 09:00-10:30 GMT] This program is designed to help Marketing, Sales and Service Executives of Financial Services Providers to build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle. Global Customer Experience Management Certification Program [Sep. 30-Oct. 1, Paris] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers. Featured Links
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Job-cutting, cost-cutting and other profit- enhancing measures are too often used as the silver bullet to increase shareholder value. If you have been working in a field, where you have been involved with customers (customer relationship management, customer experience, customer service), you have probably experienced situations where you had to find arguments, why you should invest in a certain program to improve customer satisfaction and loyalty when everything that counts is shareholder value.Editor's Topics
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