Deploying an Effective Customer Experience Management Program

There is substantial research showing that companies that effectively measure and improve customer loyalty will out perform their competition in profitable revenue growth. This was clear in Fred Reichheld’s book, The Ultimate Question, where he offers a significant body of research that shows a direct correlation between customer loyalty scores and growth rates in several industries. While Fred’s book has a heavy emphasize on business-to-consumer models, Satmetrix, the co-developer of Net Promoter, has many examples of business-to-business models that corroborate the findings. The connection seems obvious, yet so few companies deploy effective programs that deliver the desired result.

I recently completed a white paper that covers a number of critical success factors to consider when deploying a customer experience program that deliver results. I thought it would be useful to share this with those that are interested in the topic. You can download from my company website in the resources and insight section.

Comments are welcome!