Customer Experience Goes Into Overdrive

In our survey of companies with at least $500 million in annual revenues, only 11% of respondents thought their company was a customer experience leader in their industry (or across industries). But 65% of respondents think their executive team has a goal to be customer experience leaders within three years.

My take: Obviously, two-thirds of companies won’t end up leading their industry. But this ambition highlights the focus that companies are starting to give to customer experience. Hopefully, these collective efforts will raise the level of customer experience across industries. That would be very good for customers; and of course, very bad for companies that aren’t as ambitious.

The bottom line: Customer experience is on the rise.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

3 thoughts on “Customer Experience Goes Into Overdrive”

  1. Bruce

    One of our senior executive clients said something to me the other day that rang true. He said “which Exec in the right mind would say that not focussing on the Customer is the right thing to do”. In our experience of CE implementations over the last 8 years there is a big difference between what Senior Exec say and what they do. The first step if getting them to realise what this takes and what they need to do!

    Regards

    Colin Shaw
    Author and Founder Beyond Philosophy.

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