Customer Experience Rankings and Stock Market Performance

A new study shows the relationship between a customer’s experience (via Forrester Research Rankings) and financial performance in the stock market. The companies with better customer experience generally beat the S&P 500.

…executives routinely make big investments in other types of initiatives that are notorious for their vague and questionable ROIs: corporate re-brandings, advertising programs, “synergistic” mergers, and even the hiring of highly compensated, star CEOs.

It suggests a double-standard, perhaps reflecting executives’ deep-seated skepticism around the benefits associated with customer experience differentiation.

It was this dichotomy that drove Watermark Consulting to elevate the dialogue – getting executives, even for just a moment, to focus less on project-by-project justifications and more on the macro impact of customer experience excellence.

We’ve accomplished this over the years by studying the total returns for two model stock portfolios comprised of the Top 10 (“Leaders”) and Bottom 10 (“Laggards”) publicly traded companies in Forrester Research’s annual Customer Experience Index ranking.

The results of our latest analysis are in, and they are, in a word, striking…

The Watermark Consulting 2013 Customer Experience ROI Study

Great Article: Why Every Company Needs A ‘No Bozos’ Policy

Here’s a must-read article by Eric Jackson, in Forbes…

Most of us have met “bozos” before in our work and personal lives. If you’re lucky, you’ve only seen them in the check-out aisle at the grocery store and quickly been able to divert your path away to a different lane — never to see them again.

If you’re unlucky, you work for a “bozo” or near one.

Why Every Company Needs A ‘No Bozos’ Policy

Social Media Ad Revenue to Double in 4 Years

Social Media Ad Revenue is expected to double to over nine billion dollar by 2016 according to a new report released today by BIA/Kelsey, a firm that advises companies in the local media space. The rate of growth is over 19%. At the same time local ads will also expand, and at a faster pace, from $1.1 billion to $3 billion in the same time frame, a 28% compounded annual growth rate.

The key reasons are the emergence and adoption of Facebook’s Marketplace Ads and YouTube’s multiple display units (video, traditional banners) and by the higher premiums native social ad units command. Mobile ads on social platforms will also see growth and at a fast pace as well, growing to $1.5 billion, from $500 million.

“The year 2012 can be viewed as social advertising’s ‘coming of age,'” said Jed Williams, program director, Social Local Media, BIA/Kelsey. “The continued development of native ads, such as Facebook’s Sponsored Stories and Twitter’s Promoted Tweets, and the acceleration of mobile monetization will be the primary drivers of social advertising growth through 2016.

For more detail, the full media forecast is available for purchase from BIA/Kelsey. Additional information is available at, on the company’s Local Media Watch blog, Twitter ( and Facebook (