[Sigia-l] Customer service vs. stock price

[Ziya Oz]

Convincing clients to spend money on user experience and integrated customer
services has always been an uphill battle. It's not easy, quick or always
tangible. 

Now, a study shows companies with high "American Customer Satisfaction Index
(ACSI) greatly outperformed the the stock market, generating a 40% return.

>From 1996-2003, the portfolio outperformed the Dow Jones Industrial Average
by 93%, the S&P 500 by 201%, and NASDAQ by 335%."

<http://tinyurl.com/ysvwma>

The paper:

<http://consumerist.com/assets/resources/customersatsifactionequalsprofts.pd
f>

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Ziya

In design, interaction is the last resort.