Skip to content

Why Some Companies Succeed – For Now – Despite Their Poor

Last week I got a question via email from one of Forrester’s clients, who asked:

“How do you explain the success of companies that consistently provide a poor experience but perform well financially?”

I wish more people asked this question because it shows that they’re thinking about customer experience in the right context: as a path to profits.  Here’s my answer:

Creating a superior customer experience is the most important thing that companies need to do. But it will never be the only important thing they need to do.

My co-author and I describe the relationship between customer experience and other factors that lead to business success in Chapter 13 of our new book, Outside In:

“Is customer experience a silver bullet that will kill off all your company‘s problems and make your stock price soar? No. If there is such a bullet, we haven‘t seen it. The fact is, regardless of your

... read more at: http://blogs.forrester.com/harley_manning/12-10-12-why_some_companies_succeed_for_now_despite_their_poor_customer_experience?cm_mmc=RSS-_-MS-_-64-_-blog_178