Stat of the week: the leader gap


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This week we look at perceptions about customer experience held by different leadership levels of the organization. You’ve heard about the digital gap. The income gap. The political gap. Is this the leadership-customer-focus gap?

Check out these percentages:

72% of C-level leaders in our study said there is a definition of customer experience that is well understood across their organizations.

We found no such declaration among director level leaders, where 52% said there is no definition of customer experience that is well understood across the troops.

When we cut the data a by functional area as a comparison, we found that senior leaders surpass even leaders from sales and marketing functions in reporting the a widely understood customer experience.

Is what we have here a failure to communicate?  Weak alignment on strategy? On values? Imagine if the the groups held common understanding.

In a comment on our very first stat of the week, Tim Sanchez wondered what front line employees would say.  As our study covered 644 leaders at manager level or above, we can’t quite answer Tim’s question, but this week’s stat doesn’t offer much optimism that we would find front line employee perceptions in sync with the top team.

What would you like to know about which – and how – leaders are using customer experience to improve business performance?

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.


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