Stat of the week: Are experience-driven organizations more profitable?


Share on LinkedIn

Last week we kicked off our customer experience stat of the week series. We learned that two-thirds of leaders surveyed say their organizations have a solid understanding of customer experience across the company.

This week we find why that matters. This week’s stat:

Organizations that have a well-understood definition of customer experience are TWICE as likely to beat their profit targets than those who do not.

Twice as likely to beat profit targets! (I just had to repeat it.) This stat helps us put to bed that tired myth about how customer experience is a tradeoff to profits. I’ve met who feel trapped by this trade-off notion. One said to me “Linda, I’m not sure how much customer experience we can afford.” Use this week’s stat to liberate someone.

Here’s the conversation version of this week’s stat:

Looking ahead to 2010, I’m curious to hear where you think our research should focus. What are the links between customer experience and performance you would like us to explore?

Republished with author's permission from original post.

Linda Ireland
Linda Ireland is co-owner and partner of Aveus LLC, a global strategy and operational change firm that helps leaders find money in the business performance chain while improving customer experiences. As author of Domino: How to Use Customer Experience to Tip Everything in Your Business toward Better Financial Performance, Linda built on work done at Aveus and aims to deliver real-life, actionable, how-to help for leaders of any organization.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here