Customer Satisfaction -->> Business Profitability

In a previous post on this blog, there is a mention that pursuit & implementation of customer centricity leads to business profitability. Is this just a feeling or there metrics to correlate these?

Evidence Supports Customer Experience Drives Bottomline and Shareholder Success

By Dale Wolf

Claes Fornell, director of the University of Michigan's American Customer Satisfaction Index has plenty of evidence to support the role of customer satisfaction in creating bottomline success. Customer satisfaction shows up faster than ever on a company's bottom line and companies that score high ratings in the index beat the stock market as a whole.

Follow this link to get the answer.

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