Shocking CX Stats / Do Top CX Brands Outperform Competition
Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / Do the top CX Brands Outperform their competition? Our New CXO Academy Graduates
Do Top CX Brands Outperform Competitors and the Stock Market?
Over the past two decades, my research has uncovered how the top customer experience companies outperform competitors and the stock market by significant margins, in any economy. By being customer experience leaders in their industries. Make no mistake about it: there is a direct correlation between love, loyalty, and profitability. Countless studies demonstrate irrefutable evidence of how companies achieving the highest net promoter scores (NPS), a customer satisfaction tool, consistently beat the stock market in their industry.
Researchers from the American Customer Satisfaction Index (ACSI) analyzed the relationship between ACSI scores and stock prices of leading companies from 2006 through early 2025. Their findings revealed that companies with high ACSI scores achieved a cumulative return of 2,265%, compared to 605% for the S&P 500 over the same period. The annualized returns stood at 18.03% for ACSI leaders versus 10.78% for the S&P 500. This rapid growth significantly impacts revenue and profit margins, as retaining customers is far more cost-effective than acquiring new ones, leading to a compounding effect on financial performance.
I am not a licensed financial professional, investment advisor, or certified financial planner. Any information provided is for general informational and educational purposes only and should not be considered financial, investment, tax, or legal advice.
Before making any financial decisions, you should conduct your own research and consult with a qualified financial professional, investment advisor, or other appropriate expert. Any actions you take based on the information provided are at your own risk. I do not assume any responsibility for financial decisions made based on this information.
Join our livestream workshop and Create Your Non-Negotiable Standards with Us on March 10th
I Put my Money Where My Mouth Is
I created my investment portfolio of some top customer satisfaction public organizations. Companies such as Apple, Warby Parker, Starbucks, Disney, Lululemon, Chewy, Amazon, Keybank, Discover, Progressive Insurance, Capital One, American Express, and Charles Schwab.
On 7/26/2022 I invested $95,000 in my portfolio of CX Champions. On 1/27/2025 that invested had grown to $185,403.33, an annual return of 17.37%, which did in fact outperform the S&P 500 during that same period.
This is not stock advice. I am not a financial professional. My only point is this is further proof that the brands that commit to delivering exceptional customer experience consistently outperform their competitors and the market.
Enroll Now and Become a Certified Customer Experience Executive in One Year
Our New Certified Customer eXperience Executives
We just completed the winter quarter of our Customer eXperience Executive Academy
(CXEA) with a robust group of 20 CX Leaders. Three of these CX Rockstars have completed the year long CXEA course, which means they now have the prestigious distinction of being a Certified Customer eXperience Executive. Something that less than 1% of business professionals on the planet possess. We congratulate Brenda Larson of The Community Blood Center, Michael Klassen of Jayman BUILT, and Gisa Smith SHRM-CP, PHR, GTML of TMOC. We have a few spots still available to start in our Spring quarter, April 8 – 10; register here.
Fast is No Longer a Luxury in Customer Experience
In today’s world, speed is no longer just a competitive advantage—it’s an expectation. Customers demand instant gratification, whether it’s fast food, fast service, fast shipping, or fast responses. Companies that prioritize efficiency and quick solutions win customer loyalty, while those that lag behind risk losing business.
More than two-thirds of the Dunkin’ U.S. sales now come through digital, drive-thru, or delivery, which underscores the importance of speed and efficiency for the success of each shop. Dunkin’ now has over 4,000 “NextGen” locations. Dunkin’s Next Generation (“NextGen”) stores represent a significant evolution in the brand’s approach to customer experience, design, and technology integration. Introduced in January 2018, these stores aim to enhance speed, convenience, and overall guest satisfaction.
Shocking Customer Experience Statistics
CX Statistics from a McKinsey article Getting fit for growth: The leadership mindsets and behaviors that matter
- Only 15% of leaders consistently incorporate customer input into business decisions –
- Companies that prioritize customer experience achieve twice the revenue growth of those that fall behind in this area.
- Sixty-three percent of survey respondents cite customer feedback as a top source for generating growth ideas.
- Just 23 percent say they regularly engage with customers to ensure their offerings deliver real value.
More CX Data
- Qualtrics’ 2025 Consumer Trends Report states bad CX could cost $3.8 trillion in sales.
- Half of U.S. consumers (51%—up from 48% last year) think service is more important than price, per Achieving Customer Amazement Study (Shep Hyken)
Make Customer and Employee Experience a Priority in 2025
Attend our Livestream Workshops!
March 10: Create Non-negotiable Standards
June 9: Become a Zero-Risk Organization
September 8: Create a Recruiting Experience
December 1: Create an Onboarding Experience
Are you ready to revolutionize how your organization delivers customer and employee experiences?
Join John DiJulius and Dave Murray of The DiJulius Group for the Experience Revolution Livestream Workshop Series.
This four-part series dives into essential strategies for creating a zero-risk organization, improving recruiting and onboarding experiences, and establishing non-negotiable service standards.
Reserve your spot today:
- Attend any workshop for $249 each
- Unlock the entire series, 4 workshops (plus 2 bonus replays!) for $749 *BEST VALUE*
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Become a Certified Experience Executive in 2025
Transforming Leaders – Transforming Experiences – Transforming Cultures
Our Experience Academy courses have been designed to certify people for a new level of leadership, benefiting their career and your organization.
- The Customer Experience Executive Academy enables you to assess an organization’s current state of service and work to build systems to consistently deliver world-class experiences.
- The Employee Experience Executive Academy enables you to assess your current culture and build systems to hire, onboard, train and retain the best employees.
Learn more about the CXEAcademy
Learn more about the EXEAcademy
Schedule a call to discuss registration
Become a More Confident Speaker, in Just 2 Days!
Join our June 10, 11 workshop in Cleveland, OH, led by John DiJulius and Dave Murray.
During this two-day workshop, you’ll learn to:
- Present with clarity and confidence
- Deliver messages that inspire action
- Connect with your audience every time
Learn more about Presentation Skills Workshop
Looking for a Keynote Speaker?
Bring John in to your team or event!
Take advantage of special savings when John is in your area. See schedule below, or contact Claudia for details or to be alerted when John is in your area.
