Looking at ROI of CX Through Eyes of Employees
December 14, 2012 1 Comment
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.