Does customer experience matter?

Published by: Aveus, LLC

Published: Feb. 1, 2006 - 53 Pages

Table of Contents

Context & Purpose

Methodology

Executive Summary

Key Findings

The “Haves” Perform Better.

The “Haves” are a Diverse Group with One Thing in Common.

Use Matters, and Drives Sustainable Success Over the Life of a Customer Relationship.

It Takes A Market-Focused Champion.

Opportunities are Revealed When You Step in the Customers’ Shoes.

Implications

Detailed Findings

Demographics

Customer Experience Definition & Use

Acquisition Performance

Buying Process Performance

Retention & Growth Performance

Segmented Performance Analysis

Online Quantitative Survey

Abstract

This is a landmark study of the use and impact of customer experience in US organizations. This first-of-its-kind report outlines definitions of customer experience, correlations between the use of customer experience and performance, and the profile and tactics of leading organizations. The report is based on a web survey of 463 leaders across industries and organization types.

Some of the important questions addressed in Does Customer Experience Matter? are:

• Do organizations that have a defined target customer experience perform better than those who do not?
• Is there a common definition of “customer experience” used by the best performing organizations?
• Is customer experience most often connected to the best performance when used for: Customer service decisions? Marketing decisions? Operations decisions? Overall strategy?

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