It's hard to believe that it's been six years since Watermark Consulting started their Customer Experience ROI study. But as time passes, the case only gets more compelling.
Ask yourself - "Is customer experience truly critical to our business?" While everyone is going to answer with an emphatic yes, I suspect many of us have lost sight of what this truly means. Now ask yourself if you believe your brand is a leader in customer experience excellence. This one's a tad tougher, and the answer may serve as a bit of a wake up call.