Positive Customer Experience Drives Loyalty, Revenues

There is a high degree of correlation between customers’ experiences and their likelihood to recommend a company and consider purchasing more products and services from that company in the future, finds the Temkin Group in a March 2012 report. In fact, examining feedback on 206 US companies and survey data from 10,000 US consumers, the Temkin Group found a 19.5% point gap in the likelihood of customers to recommend the quintile of companies scoring best in customer experience (9.9%) and the quintile scoring worst (-9.6%). (more…)