Forrester have previously looked into the correlation between their Customer Experience Index (CxPi) rankings and stock market performance. They’ve since updated the source data, and reanalysed the findings…
It’s worth bearing in mind that this is a correlation, and any good statistician knows that correlation doesn’t infer causality. What the graph demonstrates so well the core belief that we try to tell our clients:
Organisations that treat their customers well, are more likely to be successful.
This may seem like common sense, but at times of economic hardship when organisations are frequently looking to cut costs, how many prioritise their customer experience?
Read the original Forrestor post here