Stat of the week: Struggles with differentiation
We're nearing the end of my stat of the week series. We've had
quite a ride learning from the leaders I call Haves - those from
our research who said YES, here is a definition of customer
experience that is well understood throughout their organizations.
Stat of the Week: IT has it
Way back at the beginning of this 'stat of the week' series, I
shared that our research showed that two thirds - or 62% of the
644 leaders surveyed said YES, there is a definition of customer
experience that is well understood throughout their organizations.
Because these organizations were twice as likely to beat their
profit goals, I call them "Haves."
Stat of the week: when customer experience is UNimportant
Photo by Andrew Magill
For this stat of the week, we focus on the leaders from our
research who told us customer experience is NOT well understood, or
commonly used in daily decision making across their organizations.
We asked: Why not? Why not right now? What do you think their #1
reason was?
Stat of the week: who's responsible for customer experience strategy?
For this installment of Stat of the week, we're taking a look at
responsibility.
Stat of the week: Who translates today's voice of the customer to tomorrow's actions?
This week's stat focuses on translating today's lessons into
actions that make a positive difference for customers and
organization performance.
Stat of the week: What does success look like?
We've covered some provocative stats pulled from the Aveus study Finding the Performance Payoff in Customer Experience. I shared that whether (or not) an organization has a well-understood definition of customer experience is such a strong indicator of performance that we used it as the primary distinction in the findings. For fun and for clear reference, I called these groups “Haves” – those that have a definition that everyone in their organization understands – and “Have Nots” - those that, well, you get it.
Stat of the week: which industry is most likely to ACT on customer experience?
Today I’m extending the conversation begun in this post two weeks
ago. There among the frogs and logs, we learned that among
organizations with a broad understanding of customer experience,
just 35 percent ACT on customer experience by using it as the
primary driver in daily decision making. Said differently, while
over half – or around 400 of the leaders in our study - said
their organizations understand customer experience very well, just
a third of them actually put their understanding to work in an
active way.
Stat of the week: do emotions count in customer experience?
When I define customer experience, I say it's what happens and how
customers feel as they realize a need, learn about options to solve
it, try them out, buy, use the product or service to solve their
need, and evolve to another need over time.
Stat of the week: the difference between deciding and doing
There's an old puzzle - I'm not really sure where it originated -
about five frogs on a log.
Can we measure the patient experience? Not yet.
One thing that often pops early in conversations about patient
experience is that the concept is more often discussed than it is
defined. Next, we share the sad truth that things not clearly
defined are impossible to measure in a useful way. I see leaders
talk about the patient experience, fret about it, work on it, and
advocate to make it better. Yet they tell me they don’t often
know if everyone they work with defines it the same way, and they
struggle to measure it.
