The value of cu$tomer experience

Jack Blog

August 4th, 2014 By Jack Morton



Helping to build the case that creating an experience your customers value feeds the bottom line, a recent study by Medallia reports some impressive numbers. They ran their model against both subscription- and transaction-based businesses to show that higher customer experience scores correlated highly with greater spend and loyalty. And while the results focus on top line growth, they also found significant evidence supporting the idea that delivering better customer experiences actually result in LOWER costs due to savings on customer service, returns, churn, and other things associated with less-than-stellar experiences.