Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Customer Experience is pivotal to business results

CX leaders outperform CX laggards by ratio of 3-to-1

The research from Watermark Consulting found that firms which lead in Customer Experience tend to outperform those that lag by a more than 3-to-1 margin in shareholder return.

The study analyzed shareholder returns for companies that inspire customer "raves versus rage". The findings revealed something that Main Street and Wall Street can at least agree on: "A great customer experience helps build business value, while a poor one erodes it."

"The performance chasm between companies that lead and lag in customer experience continues to widen," explained Jon Picoult, founder of Watermark Consulting. "Over the long-term, beloved businesses are seeing returns that average 3.4 times greater than their less customer-centric competitors."

The study vividly illustrates the vital role customer experience plays in business success. "Many companies excel in frustrating their customers, whether it's from a complicated purchase process, unintelligible assembly instructions, difficult-to-use products, hidden fees, long lines, or just plain poor service," Picoult noted. "Our study reveals that businesses eventually pay a price for subjecting consumers to such indignities."

Conversely, companies that consistently impress customers reap rewards - through increased loyalty, greater wallet share, stronger word-of-mouth, and a more competitive cost structure. Picoult stressed that customer loyalty doesn't arise by accident: "The businesses that do this well do it with great intentionality - relying on proven techniques to infuse their customer experience with simplicity, advocacy, emotional resonance, and other appealing qualities."

Many organizations are reluctant to invest in a better customer experience, questioning its ROI. Picoult views this study as a much-needed wake-up call: "The payoff from a great customer experience is far from intangible. It's material and real. And if companies should be struggling with any question, it's not 'What's the case for customer experience?' but rather, 'What's the cost if we do nothing?'"

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)