GalleryCompanies that do better by their customers also do better in the stock market
Many firms don’t understand the value of satisfied customers or don’t collect their data correctly, write Claes Fornell, Forrest Morgeson and Tomas Hult.
A debate about whether firms with superior customer satisfaction also earn better-than-average stock returns has been persistent in the academic business and marketing literature (Fornell, Mithas, Morgeson, and Krishnan 2006). Proponents of the customer satisfaction-stock market relationship […]
