Information Links
One website of particular interest to anyone involved with customer experiences is for the American Customer Satisfaction Index at http://www.theacsi.org/. This company, which is associated with the Ross School of Business at the University of Michigan, provides customer satisfaction research for organizations of all kinds, from profits to non-profits to government agencies. They also make certain results public, such as a predictive economic indicator that they produce, as well as customer satisfaction by industry.
One item relevant to the ProCustomer Group is that the ACSI correlated the Market Value Added performance measure for specific firms with their customer satisfaction measures. The graph from their website is below. It analytically shows that firms that rank high in customer satisfaction produce higher MVA, which is the value of the firm as assessed by the market. In short, providing a better customer experience has a very high ROI.
