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Investing in the customer experience... with returns
May 18, 2007
From this Consumerist post, a new report shows that "the top 20% of the the American Customer Satisfaction Index (ACSI) greatly outperformed the the stock market, generating a 40% return."
Excerpt:
These startling findings help vindicate one of our central claims: investing in customer service and satisfaction is good for your bottom line.
"Cost-cutting" and "profit-enhancing" measures like outsourcing all your tech support to India, creating a byzantine apparatus for warranty repairs, and using rebate systems designed to trip up your customers will only hurt you in the long run.
(thanks, bb)
See also: Customer service is not customer experience
