Connecting Customer Experience with Business Value

By Tom Hoffman

Published: 2014 Customer Strategist, Volume 6 Issue 3

Many business leaders believe there’s a correlation between providing customers with great experiences and positive changes in business performance. After all, when customer experience metrics such as customer satisfaction and Net Promoter Score (NPS) tick up, increases in profits, revenues, and other business results usually follow.

A study by Forrester Research and Watermark Consulting helps bear this out. The two companies tracked the sixyear stock performance of companies on Forrester’s Customer Experience Index. Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gains in stock performance, beating customer experience laggards by an impressive margin.

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