20 Stats Tying CEO Involvement To Customer Experience Success
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A number of people can own customer experience in an organization, but the CEO’s involvement has a huge impact on overall success. When the CEO sets a customer-focused tone and supports CX teams, companies tend to be more successful and see a greater improvement in customer experience and satisfaction. These stats connect CEO involvement to customer experience success.
Leading CEOs Understand The Value Of Customer Experience
Sixty-three percent of CEOs want to rally organizations around customers as their top investment priority.
Seventy percent of CEOs feel a growing responsibility to represent the best interests of their customers.
Ninety-seven percent of CEOs believe customer satisfaction is key to business success.
Ninety percent of CEOs believe customers have the greatest impact on their business.
When asked the most effective method for creating a competitive advantage, 39% of CEOs said customer experience, making it the most common response.
Ninety percent of CEOs say customers have a high or very high impact on their business strategy.
Seventy-seven percent of CEOs and executives believe customer experience impacts customers’ willingness to be loyal brand advocates.
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CEO Leadership Sets The Tone For Success
Sixty-four percent of companies with a customer-focused CEO are more profitable than their competitors.
Fifty-nine percent of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies reporting growth without a customer-focused CEO.
Fifty-six percent of CEOs are involved in customer experience activities.
Experience-led companies have 1.6x higher customer satisfaction rates.
Companies that lead in experience are more likely to have a CEO and executives leading company-wide CX efforts.
Only 5% of employees say a lack of support by the CEO is among their top three customer experience challenges.
Ninety-three percent of CEOs and executives say improving the customer experience is one of their organization’s top three priorities in the next two years.
Fifty-five percent of CEOs have aligned middle and back office processes to create a more customer-centric approach.
CEOs Listen To Customers And Adjust Experience
Eighty-three percent of CEOs rely on customer feedback to make business decisions.
Companies that share customer experience feedback directly with the CEO achieve a net promoter score an average of 6 points higher than companies that don’t.
Ninety-four percent of CEOs believe customer feedback can help their company retain strong employees.
Fifty percent of executives recognize that mobile has a key role to play in defining customer experience.
Three in five CEOs believe protecting customer data is one of their most important jobs.
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Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
3yThank you for sharing, Blake Morgan. One caveat. 97% of CEOs believe customer satisfaction is key to business success. But customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers leave when they found something better or less expensive. So while CEOs believe satisfaction is key, customers feel satisfaction does not make them happy and loyal.