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Finding the Performance Payoff in Customer ExperiencePublished by: Aveus, LLC Published: Jul. 1, 2008 - 83 Pages Table of Contents
AbstractIs customer experience the missing link to creating success and profitability? This new report examines the role of customer experience in organizations today, looking in depth at the link between its use and a firm's performance. It analyzes the profile of organizations that have a commonly understood definition of customer experience versus those who do not, calling out the revenue, profit, acquisition and retention performance within each group. We profile the characteristics of winning organizations and leaders, and reveal clear insights into the specific things they do better than both average performers and those who fall short of both growth and profit targets.The various definitions of customer experience used, performance on specific retention and acquisition tactics, as well as the perceptions by leader-respondents by leadership level, functional group and industry are all examined. By examining the use of customer experience and its link to financial and customer performance, you can make the operating decisions that hold the strongest potential for performance payoff in your organization. Get Full Details About This Report >> |
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