Customer Quotient (CQ) 2016
Customer Quotient™ (CQ™) is the capacity of a company – or brand – to build strong relationships with its customers.
CQ describes and measures the five “intangible” attributes of a brand that consumers really value. The attributes that really shape the customer experience, drive loyalty, and ultimately attract customers to certain brands. And CQ shows a clear link between how well a company gets its customers and the strength of its business performance. A one point increase in CQ score can translate into millions – or billions – in revenue and net income.