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)

Great customer experiences are well rewarded

CX leaders out-perform laggards 3-to-1

The study, which examines the aggregate stock performance of Customer Experience Leading and Lagging firms, provides compelling evidence for the business value of a great customer experience. The industry-specific analyses showed a similar pattern, with Leaders far outperforming Laggards.

While customer experience has garnered greater C-Suite attention in recent years, companies still often resist investing in it, viewing the benefits as soft and intangible, the payoff uncertain. The Watermark study suggests those investment judgements could be very shortsighted.

What CX Leaders Do Differently
As for Customer Experience Leading firms, what do they do differently to achieve their out-performance? The study identified some basic operating principles that help distinguish these companies from their competition:

1. They aim for more than customer satisfaction.
2. They nail the basics, and then deliver pleasant surprises.
3. They understand that great experiences are intentional and emotional.
4. They shape customer impressions through cognitive science.
5. They recognize the link between the customer and employee experience.

"There are obviously many factors that influence a company's stock price," noted Jon Picoult, Founder & Principal of Watermark Consulting. "However," he continued, "the results of this study - covering over a decade of data - indicate that, over the long-term, a great customer experience helps build business value, while a poor customer experience erodes it."

Picoult went on to stress that latter point, noting that Customer Experience Laggards grossly underperformed the broader market: "This study underscores not just the benefits of customer experience excellence, but also the risks of customer experience mediocrity. Many companies excel at frustrating their customers, and what we're seeing here is, eventually, they pay the price for that."

White papers describing the study's results (and further explaining the aforementioned secrets to CX Leaders' success) been made available from Watermark's web site, as follows:

• CX ROI Study (Cross-Industry Edition): http://www.watermarkconsult.net/cx-roi
• CX ROI Study (Airline Industry): http://www.watermarkconsult.net/cx-roi-airline
• CX ROI Study (Insurance Industry): http://www.watermarkconsult.net/cx-roi-insure
• CX ROI Study (Wealth Management Industry): http://www.watermarkconsult.net/cx-roi-wealth

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)