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  • Customer Service: Let’s Look at the Numbers

    Posted: Wednesday, October 24, 2012

    by PhonePRO

Watermark Consulting has quantified the customer service experience into a five year research study comparing the cumulative stock returns for the 10 top and bottom rated companies for customer experience according to Forrester Research’s yearly Customer Experience Index ranking. For the years 2007-2011, the companies who rated the very best for customer experience outperformed stock market trends, coming out 27% ahead of the S&P 500 Index in cumulative total returns. The very worst companies, according to the Forresters Index, scored 46.3% worse than the S&P 500 Index in cumulative total returns. When you consider the  tumultuous economic climate, political upheavals and other social variables that have occurred during this 5 year period, that’s a pretty definitive comment on the importance of customer service and experience within today’s marketplace.

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