Group XP Experience Index

Iain Ellwood and Tim Greenhalgh

This report looks at how experience drives success with the Experience Index and which brands were the highest performers for consumer experience in 2016.
  • A key aspect to the age of experience is customer reciprocity: the shared benefit of mutual effort and reward.
  • Higher performing businesses focus on creating and delivering extraordinary brand experiences and this can be measured using the Experience Index which quantifies the financial impact of creating compelling brand experiences.
  • Brands with high Experience Capital outperform the market by up to +166% and all score stronger on Resilience.
  • One of the most distinctive attributes of the winning brands is their high level of customer interactivity and engagement in addition to their attention to detail and willingness to adapt...

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