Customer Experience Correlations: The Stock Market….
Author: Colin Shaw
How can you quantify the customer experience: can you show effective ROI?
Harley Manning’s comments on his Forrestor blog about a study that researched if there was a correlation between Forrester’s Customer Experience Index (CxPi) rankings and stock market performance.
“Andrew’s analysis confirmed Watermark’s findings: The customer experience leaders consistently outperformed the other two groups; the customer experience laggards consistently fell short.”
While this isn’t hard and fast evidence of the impact of a positive customer experience, the correlation speaks for itself. One of the simplest explanations of a good customer experience is that organisations treat their customers well. Customers that are treated well are more likely to come back for business and buy more. Hopefully we’ll continue to see more investigative studies into the influence of a great Customer Experience
By Colin Shaw | Published: May 27, 2010