Previously, on Stat of the Week: we learned that 62% of leaders said YES, there is a definition of customer experience that is well understood throughout their organizations. We saw the payoff they experience – as we learned those organizations are twice as likely to beat their profit targets.
What about the leaders who said NO, there isn’t a well-understood definition of customer experience in their organizations? I call them the Have Nots. Are the lessons to be learned from these organizations too? I think yes.
This week’s stat comes from the response we heard when we asked “why not?”
27% of Have Not leaders say their organizations lack the right – or enough – champions who will take action on customer experience.
These leaders understand and work on customer experience, but the organization as a whole does not. Interestingly, when we compared the revenue and profitability performance of these organizations with “isolated believers,” we found that organizations with isolated believers report better performance than the rest of the “Have Nots.”
It is no surprise.
Since the link between customer experience and performance is clear, I think these isolated believers are achieving a a measurable impact from their daily actions. Imagine how much more effective they could be if they had friends.
Are you an isolated believer in your organization? What roadblocks have you faced in gaining more champions for your customer experience efforts?
Photo by: pshutterbug
