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Finding the Performance Payoff in Customer Experience examines the role of customer experience in organizations today, looking in depth at the link between its use and a firm's performance.
644 leaders report whether or not customer experience is well understood throughout their organizations. They share if their organizations are falling short, meeting, or beating targets for customer (acquisition and retention) and financial (revenue and profit) performance.
In this landmark study conducted by Linda Ireland at Aveus, you will find the profile and characteristics of winning organizations and leaders. How they define customer experience. How often they act on it. The tactics they employ. You’ll find clear insights into the specific things they do better than both average performers and those who fall short of both growth and profit targets. You’ll see where industry matters, and where it does not.
The study dispels the myth that there is a trade-off between customer experience and profitability.
How will your organization compare? Use this study to benchmark – and discover tactics to improve – the performance payoff from your customer experience.
