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New Study Reveals Pivotal Role of Customer Experience (CX) in Driving Business Results

Mount Equity Group Tokyo, Japan > News > Business > New Study Reveals Pivotal Role of Customer Experience (CX) in Driving Business Results

Watermark Consulting research finds firms that lead in Customer Experience financially outperform those that lag by a more than 3-to-1 margin in shareholder return

Published: Oct. 19, 2021 at 5:50 AM CDT|Updated: 33 minutes ago

HARTFORD, Conn., Oct. 19, 2021 /PRNewswire/ — A new study reveals the significant payoff (and penalties) associated with customer experience quality in today’s marketplace. Widely loved brands with strong consumer feedback ratings enjoyed an average shareholder return that was nearly 110 points higher than the market index, while widely loathed ones lagged by an almost identical margin.

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

The data comes from new research conducted by customer experience advisory firm Watermark Consulting, which analyzed shareholder returns for companies that inspire customer raves…

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