There’s an old puzzle – I’m not really sure where it originated – about five frogs on a log.
Five frogs are sitting on a log. Four decide to jump off. How many are left?
Of course, it’s a trick question; we can’t know. Why? Because there’s a difference between deciding and doing.
This weeks stat has me thinking about those frogs. We asked 644 leaders about if – and if so how strongly- customer experience plays a role in daily decision making in their organizations. It’s one thing to declare that there’s a clear definition of customer experience that’s well understood across the organization. It’s something else entirely to ACT on that understanding.
This week’s stat:
35 percent of leaders who declare broad understanding across their organizations say customer experience is the primary driver of decision making across the organization as well.
Just 35 percent. Do you see a gap between perception and reality about how customer experience is truly being used in organizations today? Or is this simply the difference between deciding and doing?
By the way, I’m getting ready to launch a new round of leader research on customer experience and its link to financial performance. Does this week’s stat trigger a question you would like me to answer?
