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?
