Connecting Brands, Leaders, Employees, and Customers
January 15, 2016 4 Comments
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015.
You can download (and print) this infographic in different forms:
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.
Customer Experience Matters® 
You can’t deny the facts. Investing in the customer experience means you’re investing in the future success of the company.
Hi Bruce,
In the infographic, what does a “modest improvement in Customer Experience” represent? Is that 1 or 2 points in NPS, or some other quantifiable movement in a certain metric?
Thanks
Dustin: Thanks for asking. It’s from the report, ROI of Customer Experience. It’s the returns that a company gets when it improves its customer experience (as measured by the Temkin Experience Ratings) from slightly below average to slightly above average in its industry.
Got it! Thank you, Bruce.