I believe that any conversation around Customer Experience Management should hinge on facts and data. That’s why I am always pleased to read passages like the following:
A portfolio of companies whose American Customer Satisfaction Index (ACSI) scores had risen over the past year and were above the national average far outperformed the market, gaining an average value of 1.08 percent per month. Over the 10-year period, the portfolio more than tripled, gaining 212 percent while the Standard & Poor’s 500-stock index rose 105 percent. Accenture, B2B Customer Experience Bluepring. [Emphasis added].
That nontrivial jump in stock price speaks to a truly tremendous advantage awarded those organizations which thoughtfully manage customer experiences. To put the numbers in perspective I created an Excel web app.
Update the Year 1 ACSI value to see the way the stock prices vary with a different start value.
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