Finding the Performance Payoff in Customer Experience: Industry Report

Finding the Performance Payoff in Customer Experience

Product Type: Market Research Report
Published by: Aveus, LLC
Published: July 2008
Product Code: R3593-1

Description

Is customer experience the missing link to creating success and profitability? This new report examines the role of customer experience in organizations today, looking in depth at the link between its use and a firm's performance. It analyzes the profile of organizations that have a commonly understood definition of customer experience versus those who do not, calling out the revenue, profit, acquisition and retention performance within each group. We profile the characteristics of winning organizations and leaders, and reveal clear insights into the specific things they do better than both average performers and those who fall short of both growth and profit targets.

The various definitions of customer experience used, performance on specific retention and acquisition tactics, as well as the perceptions by leader-respondents by leadership level, functional group and industry are all examined. By examining the use of customer experience and its link to financial and customer performance, you can make the operating decisions that hold the strongest potential for performance payoff in your organization.

Table of Contents

Background & purpose
Methodology
Executive summary
Key findings
Detailed findings: A growing understanding of customer experience; Demographic profiles of Haves and Have Nots; Definitions and justifications for customer experience; Revenue and profit performance of “Haves” and “Have Nots”; Acquisition and retention performance of “Haves” and “Have Nots”; Aims vs. outcomes: chosen result metrics and performance; Daily decisions define best of the best performers; What leaders do: lessons in the tactics
Implications
Tables & charts: Respondent demographics; Customer experience definition & use; Overall performance measures; Prospecting efforts & results; Customer retention & growth efforts & results
Index of tables & charts

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