By: Satisfaction Surveys Turn Customer Complaints Into Opportunities « Survey...
[...] both consumers and investors. Watermark Consulting, a customer experience consultancy, conducted a study on the ROI of customer experience and found that great customer service offers even better...
View ArticleBy: You Are In The Customer Experience Business, Whether You Know It Or Not -...
[...] don’t have to take our word for it. A firm called Watermark Consulting didn’t. They used our data to prove it for themselves by calculating the performance of a [...]
View ArticleBy: When It Comes to Total Returns, Customer Experience Leaders Spank...
[...] can read details of how Jon conducted his analysis in our new book, Outside In, and in this post on Jon’s blog. The results are striking. Over the course of the five-year period, the customer...
View ArticleBy: 9 Questions to Ask Potential User Experience Research Partners | AnswerLab
[...] Consulting conducted an analysis of customer experience leaders and laggards that showed the stock performance of customer experience leaders outperformed the S&P 500 by 27% over a five-yea…....
View ArticleBy: More Evidence that Delivering a High-Quality Customer Experience Results...
[...] then accumulated and ranked in the annual Forrester Customer Experience Index. Earlier this year, Watermark Consulting, a customer experience consultancy and think tank, released its latest...
View ArticleBy: More Evidence that Delivering a High-Quality Customer Experience Results...
[...] then accumulated and ranked in the annual Forrester Customer Experience Index. Earlier this year, Watermark Consulting, a customer experience consultancy and think tank, released the latest...
View ArticleBy: More Evidence that Delivering a High-Quality Customer Experience Results...
[...] then accumulated and ranked in the annual Forrester Customer Experience Index. Earlier this year, Watermark Consulting, a customer experience consultancy and think tank, released the latest...
View ArticleBy: More Evidence that Delivering a High-Quality Customer Experience Results...
[...] then accumulated and ranked in the annual Forrester Customer Experience Index. Earlier this year, Watermark Consulting, a customer experience consultancy and think tank, released the latest...
View ArticleBy: Excellent Customer Experience Brings In Multiple Gains From Multiple...
[...] year by year study conducted by Watermark Consulting, engaged in customer experience, on impact of stocks of a company viz a viz its relationship with customer shows that the stock [...]
View ArticleBy: Improve Customer Engagement and Your Top Line – The Pathfinder:...
[...] these days about the positive link between successful customer engagement and business success. Research by Watermark Consulting, a customer experience consultancy, has shown that “companies...
View ArticleBy: James Johnson
This study is ridiculous … how can you compare customer experience leaders (generally from the same industries – retail, banking) to laggards (generally from different industries (healthcare, etc.)
View ArticleBy: jpicoult
The diversity of industries represented by this study’s Customer Experience Leaders and Laggards might surprise you. Over the five years covered by the analysis, the “winners” and “losers” in the...
View ArticleBy: Tom
Interesting comment James. How does your experience compare what it is shown here? Do companies with improved customer experience in your industry do better than those they don’t improve customer...
View ArticleBy: Does Customer Experience Pay and Pay and Pay? | billrattner.com
[...] Watermark Consulting, who did this research, explains how the analysis works: “We look at the cumulative stock returns for the Top 10 and Bottom 10 publicly traded companies in Forrester...
View ArticleBy: Customer Service Excellence, How Critical is it to Your Business? | SayWe...
[...] their article “The ROI of a Great Customer Experience“, WaterMark Consulting analytically proved the power of paying attention to good customer [...]
View ArticleBy: Robin
It’s pretty intuitive, isn’t it? The better we satisfy customers, the more likely they are to buy…to recommend…to be loyal, etc. This is indeed intriguing, though not groundbreaking. The American...
View ArticleBy: Marketing in a post-pc world « Holler Labs
[...] CX Index. Last year Watermark consulting took the top and bottom performers of the CX Index and compared their 5 year share price average with the S&P 500, the top 10 performers outperformed...
View ArticleBy: Come as a Guest, Leave as a Storyteller! | Championing the Need for Good...
[...] a period of seven years by over 300 percent. More recently, Watermark Consulting calculated the ROI of a Great Customer Experience by comparing the cumulative stock returns for the Top 10 and...
View ArticleBy: Digital is no more an option! | GO DIGITAL
[...] to create processes to listen, personalize and deliver the best customers experiences! In fact, Watermark Consulting, a customer experience consultancy and think tank, did an analysis of the five...
View ArticleBy: How to become a Customer Experience Guru? | GO DIGITAL
[...] Watermark Consulting, a customer experience consultancy and think tank, did an analysis of the five year performance of the Top 10 Leaders and Top 10 Laggards in the Forrester Customer Experience...
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