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


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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

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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