Jul 2, 2010
Stat of the week: which industry’s use of customer experience grew the least?
One of the things you should know about the Aveus research I’m using to pull each stat of the week is that we discovered whether (or not) organizations have a well-understood definition of customer experience is such a strong indicator in performance that we used it as the primary distinction in the findings. We called these groups “Haves” – those that have a definition that everyone in their organization understands – and “Have Nots.”
Now that you know, check out this stat:
Haves within health care grew only 11% between our first and second studies — the smallest increase of reported understanding and use of customer experience among all industries.
Knowing this makes the work that CIGNA is doing with their customer experience even more exciting, doesn’t it?
Does this surprise you at all? How do you think this stat will change later this summer when we launch our third study of the state of customer experience? I’m curious to see your predictions and hear what else you think we should ask business leaders about if, and how, their organizations use customer experience to drive performance.
