Is your customer experience making money for your organization?
Is it making you enough money? Or is it costing money? Do you know?
Whenever I meet a group of leaders, too few – in fact always less than half – say their customer experience drives good financial performance. And yet from my own experience as executive, consultant and board member and from two rounds of national research, I know that leaders who use customer experience as the operating strategy that drives daily decisions are the ones most likely to beat their financial performance targets. Yes, beat.
I created this site to be a community where the leaders who want better financial performance can get tools and help and ideas from the leaders who are already getting it. Where those who are getting some financial payoff (the good kind, not the Bernie Madoff kind) can get more. And where those who don’t know if their customer experience is making or costing money for their organizations can get clarity and the opportunity for a better answer, and a better outcome.
