Second to None
FEBRUARY 28, 2019
Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. The subscription-model data predicted loyalty by looking at an individual’s customer experience score, and whether they remained with the company throughout the following year.
Second to None
FEBRUARY 28, 2019
Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. The subscription-model data predicted loyalty by looking at an individual’s customer experience score, and whether they remained with the company throughout the following year.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
OCTOBER 2, 2014
We feel valued and provide loyalty in return. Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. Value to organizations.
Beyond Philosophy
NOVEMBER 10, 2014
So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.
Beyond Philosophy
MAY 5, 2015
Do emotions drive ROI? If the answer is yes, then which emotions drive most ROI? Back in 2007, I wrote a book called, “The DNA of Customer Experience: How emotions drive value” addressing the answer to this question in detail. We also learned Customers don’t always know there is a difference themselves.
Currency Alliance
FEBRUARY 26, 2019
In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A little more context.
Currency Alliance
OCTOBER 27, 2017
We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.
Expert insights. Personalized for you.
54 
Let's personalize your content