Companies Don’t Earn The Loyalty Their CX Deserves « Customer Experience Matters

Our report The ROI of Customer Experience shows that customer experience is highly correlated to loyalty. The research analyzed the relationship between Temkin Loyalty Ratings and Temkin Experience Ratings (TER) for 206 U.S. companies. After analyzing the connection between these ratings, we found that some companies seem to have higher loyalty levels than they seem to deserve based on their…