Experience Matters Blog
$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences
Using data from over 28,000 consumers and the World Bank, we calculate the global sales at risk due to bad experiences.
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2.5 Billion Employees Aren’t Trying Their Hardest
We analyzed 29 countries and found that 2.5 billion employees around the world would work harder if their employer treated them better. We also found that 63% of employees think their employers need to do a better job of listening...
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Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.
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Experience Management Leaders’ Stock Price Outperformed Peers Through COVID
We examined stock price changes during the COVID period of 2020 and 2021 and found that Experience Management (XM) leaders dramatically outperformed XM laggards during that period. That’s because XM provides agility to sense and respond to change.
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Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.
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Research Recap: ROI of Customer Experience, 2020
This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.
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XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey
Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.
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New Research Digs into Industries and Consumer Feedback Patterns
We surveyed 10,000 U.S. consumers about 300 companies across 20 industries. This blog post looks at some industry-specific findings from these studies, including data snapshots of 7 industries and customer feedback preferences across industries.
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New Research Shows Strong ROI of CX
We surveyed 10,000 US consumers about 300 companies across 20 industries. This blog post explores the correlation between CX and the likelihood of customers to demonstrate five key loyalty behaviors and customer spending changes after bad experiences.
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New Research: The Global State of XM
This blog post highlights key findings from our research into the current state of Experience Management around the world based on a study of 1,200 senior execs from six countries: Australia, Canada, Germany, Japan, the UK, and the US.
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