Subscribe to blog
Categories
Archives
Tags
Better customer experience leads to competitive advantage and higher turnover
It was often believed to be true, but now it’s also proven: companies that have better customer experience management capabilities, along with a strong customer orientation, enjoy a real competitive advantage. 81 percent of companies with a ‘high customer-experience maturity’ reported they outperform their competition and companies that reported outperforming competitors also reported plans to spend more on future investments in customer experience capabilities. This follows from the Customer Experience Maturity Monitor, a study of the current state of customer experience management within Fortune 500 companies by Peppers & Rogers Group, Harris Interactive and SAS.
40 percent of European companies integrate customer satisfaction as a Key Performance Indicator for rating their management, which is almost twice as much as the rest of the world. Companies that establish a customer orientation to enable a focus on the customer experience realize benefits in the short-term, but also position the company for enhanced long-term success.
Below you see the Customer Experience Maturity Model, which shows how companies progress in the maturation of their customer experience excellence along a continuum ranging from product centricity, to customer focus, to experiential mastery.
