Yes, health care made up 42% of the leaders who say their organizations act on their understanding of customer experience every day.

The kicker is that those who ACT on customer experience everyday were only 35% of the total leaders who professed an understanding of the concept. And health care was a small portion of THIS group.

SO! Health care leaders are a small portion of those who profess an understanding of customer experience across the organization – completely consistent with your thinking. It’s among those who ACT that we see health care show up.

Let’s say hurrah for the committed few! LCI

I thought a lot about this stat over the past couple of weeks because it is in such conflict with what I have come to believe through my experience. I finally put my thoughts into words in a post http://dawnamaclean.com/2010/08/08/health-care-is-most-likely-to-act-on-customer-experience-i-disgree-and-here-is-why/

Thanks for sparking this discussion!