October 6th marks the third anniversary of Customer Experience Day, a global recognition of the companies and individuals that create great experiences!
As a Customer Experience practitioner and all around customer enthusiast today means I get to celebrate all the hard work of individuals and teams across the globe that strive every day to focus on the customer.
70% of the Global Fortune 500 Company’s experienced excessive employee turnover between 2002-2012 (Forrester®), yet 80% of CEOs believe they deliver a superior Customer Experience, but only 8% of their customers agree. These days it’s no longer Word of Mouth, but World of Mouth. Thanks to Facebook and Twitter, Customers are more vocal than ever about their experiences and are 54% more likely to share a negative experience about a company over a positive one.
It is now more important than ever for companies to begin to focus on the proper development of a Chief Customer Officer role within their organization. I always say that one of the biggest challenges for a company just starting out on their Customer Experience journey is rallying their team behind the position. Yes, the customer should have a large portion of a company’s focus, but unless your employees are behind you in making this change, you’ll never get progress off the ground – it’s Customers First, Employees Always.
So to all the individuals out there charged with standing up for the Customer and delivering them one hell of an experience on behalf of your company, Customer Experience Day is for you! I’m your biggest fan and applaud you for a job well done!