The 2024 Customer Experience ROI Study

Here's something Main Street and Wall Street apparently agree on: Being good to customers really is good for business. That's the headline from Watermark's newly updated Cross-Industry CX ROI Study, now featuring 16 years of data. Whether you're a supporter or a skeptic of customer experience differentiation, this is a must-read. [7 minute read]

Newly Updated: Industry-Specific Customer Experience ROI Studies

In addition to a new Cross-Industry CX ROI Study, we're also releasing updates to three industry-specific analyses:

• Airlines: It turns out air carriers get quite a lift from a great passenger experience.

• Insurance: The riskiest strategy for Auto & Home insurers? Neglecting their policyholder experience.

• Wealth Management: The greatest riches go to those who deliver an excellent client experience.

Keynote Clip: Why Focus On Customer Experience? Here's Why.

During his customer experience keynotes, Watermark founder Jon Picoult often references the CX ROI Study to help underscore the business opportunity afforded by customer experience differentiation. Here's a keynote clip where he described the results of one of our earlier studies. [1 minute video]

The Origin Story Of Watermark's Customer Experience ROI Study

In the above clip from his interview on the "Net Promoter System" podcast (recently rebranded as "Customer Confidential"), Jon Picoult explains how Watermark's landmark CX ROI Study was born out of his personal frustration with customer experience skeptics. [48 minute show]

Missed The Last Edition Of WaterRemarks?

Did you miss out on our last edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "Why Customer Experience Quality Is Simultaneously Soaring And Plummeting."