Customer Experience ROI

Having a job we hate may be worse than not having a job at all – According to the Deloitte Shift Index, 80 percent of people are dissatisfied with their jobs. In his book, Leaders Eat Last, Simon Sinek points out, “Great leaders truly care about those they are privileged to lead and understand that the true cost of the leadership privilege comes at the expense of self-interest…having a job we hate is as bad for our health and sometimes worse than not having a job at all.”

Great leadership is a matter of Love – “Good management is largely a matter of love. Or if you’re uncomfortable with that word, call it caring, because proper management involves caring for people, not manipulating them,” shares Joseph Michelli in his book, The Starbucks Experience. He quotes CEO Howard Schultz, “Most people come to work for a company having had previous work experiences. In many cases, their experience has been bad. As such, they enter with cynicism, and the burden of proof is on leaders to demonstrate that this is a different place.” In order to be a world-class Customer service organization, you must be a world-class employer. It must thrive inside to be experienced outside.

*Related – Employees would rather be criticized than ignored

New ROI study on Customer Experience – Watermark Consulting released its annual Customer Experience ROI Study. They studied stock performance of the Top 10 and Bottom 10 publicly traded companies in Forrester Research’s annual Customer Experience Index rankings. Probably not surprising is that the top 10 CX companies did better than the bottom 10. What might be an eye opener is by how much better the top 10 outperformed not only the bottom 10, but also S&P 500.

  • The CX top 10 outperformed the S&P 500 by 35%.
  • The CX bottom 10 underperformed the S&P by 45%.
  • The CX top 10 outperformed the bottom 10 by 80%.

*Related – Irrefutable Evidence that Customer Experience pays huge dividends

Car Dealer makes right – As a follow up to my story from last week’s eService Dash cam busts dealership employee abusing Customer’s car, I found out that Peak Kia North Dealership ended up buying back the car from the Customer, paid back the car loan in full so the Customer was free and clear. They then auctioned off the old car, using the proceeds to benefit a sick child at Children’s Hospital. I say that is a great example of outstanding service recovery!

*Related – Less than 4 weeks and 50 tickets still left for 2015 Secret Service Summit

Summit breakout schedule – Now you and your fellow leaders can plan ahead and decide who will attend which breakouts, so your team can efficiently capitalize on all the different expert breakout sessions.

Breakout Schedule – Tuesday September 29

11:00am
Breakout Session 1
Speaker Topic Room
Patrick
Thean
How to Achieve Breakthrough Execution and Accelerate Growth 25C
Dave
Murray
Turn your Contact Center into a Relationship Center 26A
Amanda
Johns
Vaden
And Then Some: The Art of Exceeding Expectations 26B
David
McClaskey
Customer Service Experience: It’s All in the Details. Multi-Unit Operational Excellence. 26C
1:00pm
Breakout Session 2
Speaker Topic Room
Patrick
Thean
How to Achieve Breakthrough Execution and Accelerate Growth 25C
Dave
Murray
Creating a World-Class Internal Culture 26A
Amanda
Johns
Vaden
And Then Some: The Art of Exceeding Expectations 26B
Holly
Stiel
The Most Important Skills in Delivering Outstanding Customer Service 26C
2:00pm Breakout Session 3
Speaker Topic Room
Sheldon
Harris
Winning in your people business 25C
Dave
Murray
Is it time to hire a CXE? 26A
Tracey
Moss
Driving Franchisee Engagement 26B
David
McClaskey
Customer Service Experience: It’s All in the Details. Multi-Unit Operational Excellence. 26C

*Related – Check out this 30-second clip of Hall of Fame speaker and 2015 Secret Service Summit Keynote Artist, Mike Rayburn

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.

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