Tuesday, August 08, 2006

Starbucks: In customer experience, lines affect the bottom line

Clear example of how customer experience effects the bottom line...

"Those of us in the customer experience discipline are often asked: "Customer experience is all well and good, but can you really quantify how it relates to the bottom line?" At which point we usually have to pull out conversion rate diagrams, Net Promter charts, historical industry correlation plots, and other mind boggling tools to try to make our case that good customer experience helps ROI and a bad experience can hurt it."   (Continued via Sun Usability,Design & Other Stuff)               [Usability Resources]

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