Stat of the week: Are experience-driven organizations more profitable?
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?
A blissfully twisted career path and a passion for the link between customer experience and financial performance. Gets excited when actions align to a target experience "front domino." More about Linda.
Customer experience can drive better financial returns. Leaders tell me that they know this intuitively, but need proof of the payoff, as well as a map showing how to translate a target experience into the actions across their organizations that generate those returns. So Domino is the first how-to book on customer experience. Read and find evidence that customer experience can be a path to better profits. See the gaps and opportunities between the customer experience you have and the one you want. Provoke conversations in your team, area or whole organization about the actions that link customer experience to the financial reward you deserve. Learn more.