Investing in the customer experience turns customers into advocates

Posted on February 5, 2010 by Catriona Cornett • 2 Comments

“Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction.  Customers turn into advocates.  Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” – Nick Finck

Read more from Nick’s InfoCamp Seattle 2009 talk “Holistic Customer Experiences.”

Catriona Cornett

Catriona is a User Experience Designer who has helped over a dozen organizations obtain a competitive advantage by delivering great user experiences across desktop, mobile, tablet and other channels.

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Filed Under: Nick Finck
  • http://www.rnsoft.com Ron Northrip

    I love your quotes and have been following your RSS feed for a while. Thing is when you’re talking about details you should be paying attention to the details. With quotes like you have why are you not hanging your initial quote mark?

    http://desktoppub.about.com/od/typelayout/ss/hangingquotes.htm

  • http://www.inspireux.com Catriona

    Hi Ron, thanks for the comment. I honestly never thought about hanging quotes or knew that that was the proper way to present quotes like these. I’m kind of torn on changing my approach, though, because I’ve been doing it this way for almost 300 quotes now, that changing it might make the older quotes look worse (in fact, if you look at the earlier quotes, I had even more obvious design problems with how they were presented). Thanks, though, because I’ll definitely consider it when tweaking the site’s design overall.