Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found that the S&P 500 index grew 51.5%. Customer experience leaders in that same timeframe enjoyed an average appreciation of 77.7%, while laggards saw their average share price actually go down (-2.5%).
It seems that eye-popping numbers are coming from every direction. Gallup found a 240% boost in business outcomes when both customers and employees are engaged. And according to Gartner, 89% of heads of marketing predict that customer experience will be the primary basis for competitive differentiation by 2017.
A key driver behind these numbers is how customer expectations and behavior are changing. Research by New Voice Media found that…read more.
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