Looking at ROI of CX Through Eyes of Employees

We are always looking for ways to understand the connection between customer experience and loyalty. Here’s a new approach, analyzing employee perceptions.

We asked a random sample of more than 2,400 full-time U.S. employees to compare their company’s customer experience as well as its financial results to the organization’s competitors. As you can see in the figure below:

  • 76% of CX pacesetters financially outperform their industry and 6% underperform
  • 19% of CX laggards financially outperform their industry and 23% underperform

CX leaders are more than four times as likely to financially outperform their competitors.

CXvsBusPerformance_EmployeesThe bottom line: Employees can see the value of customer experience

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One thought on “Looking at ROI of CX Through Eyes of Employees”

  1. Reblogged this on Optimizing Healing Healthcare and commented:
    Study after study has made a clear and direct correlation between employee engagement and satisfaction and customer (patient) experience. The happier and more engaged an organization’s culture the more likely the organization’s customers (patients) are satisfied and loyal to that organization. Bruce Temkin in his blog “Looking at ROI of CX Through Eyes of Employees” shines the spotlight on yet another connection between employees and customer experience. Temkin concludes that, in the eyes of employees, better customer experience equates to better business performance.

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