In a recent post, I discussed an analysis of how leaders in Forrester’s Customer Experience Index have outperformed other companies in the stock market. I also highlighted my research earlier this year that showed a high degree of correlation between customer experience and loyalty.
These insights seems to indicate that customer experience is connected to business performance. But there is not yet enough data to say that customer experience performance is, in fact, a leading indicator of stock performance.
There are a lot of variables that go into stock performance. But if customer experience is a leading indicator, then financial analysts should start taking note of metrics like Forrester’s Customer Experience Index.
So I’m wondering what you think…
The bottom line: This is just a start to the conversation