Does Customer Experience Drive Revenue Growth?

Does Customer Experience Drive Revenue Growth?

According to the Forrester’s report ‘Customer Experience Drives Revenue Growth, 2016’, yes it does!

does-customer-experience-drive-revenue-growth

In industries whereby customers have a choice of where to make their purchase, those companies who invest in improving customer experience and differentiating themselves from their competition, enjoyed much more revenue growth than those who chose not to invest in the customer.

In the retail industry, those companies who also invest in an online presence, also enjoyed a higher percentage revenue growth, according to the report.

Amazon is definitely a brand that springs to mind when thinking about customer and digital experience excellence, and again Amazon’s credentials are used in this years Forrester’s report. Amazon’s revenue growth over a 5 year period in the US is a massive 27.7%.

Argos have made huge steps to recover their brand presence in the retail market place by adding digital as a route to market. In fact, before Argos developed their digital proposition, the brand as a whole looked very much in danger of disappearing altogether, like so many UK high street retailers have done in recent years.

Providing a great customer experience appears to be critical for growth.  Delivering continuous improvements and remaining innovative to keep pace with the expectations of customers and their journeys is now a significant challenge for operational Leaders. In addition, digital transformation may not only be needed to maximise revenue growth, but also to ensure that businesses remain solvent.

If you are considering recruiting for additional support to transform or improve your Operational or Customer Strategy, and require some permanent, interim or fixed term skilled resource, then I am presently working with some very experienced and dynamic customer experience Leaders and professionals. Please contact me on 07951 438538, or email: hannah@douglas-jackson.com to find out how I can help you and your business.

Have you read the Forrester’s report, ‘Customer Experience Drives Revenue Growth, 2016’? What are your thoughts? What do you think?

Hannah-Louise Cox is a Senior Recruitment Consultant at Douglas Jackson, specialising in recruiting executive level and senior management appointments across Customer Strategy, Customer Experience, Digital and Customer Contact.

 

 

About Douglas Jackson Executive Search and Recruitment Consultants

Douglas Jackson are an Executive Search and specialist, independent Recruitment Consultancy who specialise in permanent and Executive Interim recruitment services for Executive, 'Head of' and Managerial level roles which help; Define your Customer Strategy. Design your Customer Experience. Develop your Customer Insight. Direct your Customer Contact. Deliver your Customer Service. Differentiate your business and brand. We recruit for Executive Level, Head of and Management positions which help design, develop and deliver more efficient and profitable Customer Strategy, Customer Contact, Customer Service and Customer Experience. We recruit for Director, Head of Department, Manager and skilled strategist, programme, transformation and analyst appointments across Customer Contact; Customer Service, Customer Strategy, Contact Centre, Call Centre, Customer Experience, Resource Planning, Insight and Analytics. We work in partnership with our customers across the UK and internationally, many of whom are FTSE 100, blue-Chip brands but also challenger and start-up organisations, to design develop, deliver and manage your Customer Contact strategy. Developing Best in Class and Award winning CX DX
This entry was posted in Continuous Improvement, Customer Experience, Customer Experience ROI, Customer Strategy, Customers, Digital Experience, Douglas Jackson, Growth of Customer Experience, multi channel customer experience and tagged , , , , , , , , , , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s