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Report confirms strong connection between customer experience, loyalty
NEW YORK — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.
According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.
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Walgreens’ Q2 profit drops 7.7%; beats estimates
Deerfield, Ill. -- Walgreens’ fiscal second-quarter earnings fell 7.7% due in part to its decision to leave the Express Scripts pharmacy network. But its performance still topped analyst expectations. A mild flu and cough/cold season also cut into its performance.
The chain said its net income dropped to $683 million in the three months ended Feb. 29, 2012, compared with $739 million a year ago. Revenue rose 0.8% to $18.65 billion, from $18.5 billion a year earlier. Same-store prescriptions filled fell 4.9%. Revenue from the front-end was up 2.1%.