5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
. < [link] > “The ‘moment of truth’ in customer service.” February 2006. The Value of Customer Experience, Quantified. www.mckinsey.com. 26 August 2014.
2006 Customer centricity Customer emotions 
411 Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?
Beyond Philosophy
JUNE 4, 2015
Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.
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