Tag Archives: customer retention

I bet you can’t prove ROI on Customer Experience Investments…

By Colin Shaw | Published: March 1, 2010
Jon Picoult can. The Founder of Watermark Consulting compared the stock performance of companies with Forrestors Customer Experience Index to demonstrate how Customer Experience investors outperform those who failed to invest. Meanwhile, Bruce Temkin commented that his previous research work, entitled Customer Experience Boosts Revenue, echoed Picoult’s post – research which examined the difference in loyalty [...]
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Hidden Defectors in an Experience

By Steven Walden | Published: February 5, 2010
Following on from the earlier Blog on the concept of Silent Attrition, I thought I’d enclose what has been in the Customer Experience world quite a useful model. This is from Cherry Tree research and highlights the high defection rate from the ‘do not complain’ but had a poor experience segment! This is like the [...]
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Are your people Passive Aggressive?. How are they affecting the Customer Experience?.

By Colin Shaw | Published: December 28, 2009
Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve Customer retention. Your people are key conduit to these aims. This [...]
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