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2013 Customer Experience ROI Study Results

April 16, 2013

PerformanceWhat do complicated sales processes, cluttered websites, dizzying 800-line menus, long wait times, incompetent customer service, unintelligible correspondence and complicated products have in common?  These are all poor habits of business executives who refuse to invest in powerful customer experience improvements!

Jon Picoult of Watermark Consulting recently published his 2013 Customer Experience ROI Study.  You might be shocked to find that organizations identified as Customer Experience Leaders (organizations closely interacting with their clients) outperform the general market by three times!  To ready the full report, be sure review Jon’s full article today by clicking here.

Do you have a process to benchmark your customers’ experience?

For more ideas on how to break the commodity trap connect with Beyond Insurance on:

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Matt O'NeillThe author, +Matt O’Neill is the Director of Creativity at Addis Intellectual Capital, LLC (AIC). AIC is a coaching and consulting company whose purpose is to transform the process that insurance agents, brokers and carriers use when working with clients.  Matt can be reached at or 610-945-1033. The author’s opinions and posts in no way reflect the Beyond Insurance brand or any other affiliate within Addis Intellectual Capital.

One Comment leave one →
  1. April 30, 2013 2:06 pm

    Great Article Matt. Back to the basics.

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