John DiJulius | Customer Experience Blog


Customer experience is more than warm & fuzzy, here is financial proof
April 15, 2015, 10:29 am
Filed under: Customer Service
This eService is dedicated to those leaders who need to see the financial justification to the company’s bottom line before they will commit to improving their Customer experience. 

Irrefutable Evidence that Customer Experience pays huge dividends- I recently came across an incredible “hospitality index” report that was featured on Mad Money (Jim Cramer), demonstrating how the stocks of 17 companies who have mastered the art of hospitality compared with the rest of the market. The report looked at companies like Whole Foods, Amazon, Costco, Apple, Southwest, Nordstrom, and Bed Bath & Beyond. The results are incredible and irrefutable. From before the study started to its completion, the hospitality index outperformed the S&P by four times; the hospitality index gave you a 257% return to the S&P’s 65% return! These companies have demonstrated when you take care of your Customers, they become more loyal, refer more, spend more, become less price sensitive, have higher employee retention, and lower turnover – which results in superior financial performances. 

What are you waiting for? You must not only watch this video on Hospitality Pays, but also show it to your CEO/President and every executive in your company. It should also be seen by every employee in your company. If you ever thought about joining the Customer Service Revolution, now is the time.

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