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?
