Customer experience leaders outperform on shareholder value: more evidence
We previously described how Medallia customers have outperformed the S&P500 by 10x since 2003.
Now Jon Picoult of Watermark Consulting has published further evidence of the link between customer experience and shareholder value creation. In a post on customerthink.com, Mr. Picoult describes an analysis of companies in Forrester's Customer Experience Index and compelling evidence of share price outperformance:
Customer experience leaders outperformed the rest:
...the customer experience Leader portfolio outperformed the broader stock market, generating cumulative total returns that were 41% better than the S&P 500 Index and 145% better than the customer experience Laggard portfolio.
Customer centric less affected by recession:
This performance profile supports the notion that customer experience leaders are somewhat cushioned from the most severe impacts of economic downturns, because they represent one of the last places consumers cut back and one of the first places to which they return.
Read the full story here: http://bit.ly/asmzJc
About us: Medallia software enables the whole company to listen to customer feedback and systematically act to improve the customer experience: http://medallia.com
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