Customer Focus Boosts Employee & Business Performance

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results.

We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization. As you can see in the chart below:

  • When senior executives care the most about customers’ needs, employees try their hardest and the companies have the best financial results.
  • The next best place for senior executives to focus is on fulfilling the organizations mission.
  • When senior executives are mostly focused on generating more profits, they end up with the worst employee and financial performance.

Research on 5,000+ employees shows that companies that focus on customers have better financial results and employees that try harder.The bottom line: Focus on your customers, not on your profits.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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