Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

A Great Customer Experience Helps Business Growth

Blog
19th October 2016

customer experience business growth

What are the most basic strategies that sit at the top of the priority list for most executives? Reducing the cost of running the business is one. Increasing revenue or profit (or preferably both) is another. However, in recent years almost every industry analyst has suggested that improving the customer experience (CX) has become the single highest priority across all industries.

This is because analysts and researchers have proven that there is a strong connection between business success and a focus on improving the customer experience. Great CX drives other behaviours, such as loyalty and improved engagement, and ultimately this creates more business for the brand.

But what if it could be proven that focusing on your CX has a direct impact on cutting costs and increasing revenue? This is what Forrester Research suggested recently, when VP and Research Director Harley Manning addressed an audience in Florida.

Manning said that by making customer experience the number one area of focus, companies will find that other benefits occur naturally. These include the ability to grow revenue faster, reduce service costs, achieve greater pricing power, and reduce risks around regulatory compliance.

This is particularly true in markets where strong competition exists because there is then a greater ability to distinguish between rivals. When one market player treats customers significantly better than most there is not only the effect of customers gravitating to that company, but also the ability of the leader to push their prices up. Many customers are prepared to pay more for convenience and a better experience, and only the CX leader has the ability to set prices above the market rate.

Manning also noted that a focus on CX has benefits within the company. When your own team feel better about the way they are able to look after the customer, it improves internal employee satisfaction and creates a positive feedback loop. Because you create a situation where the team is more empowered, the team functions better, the customers are happier, and the team continues to feel and function better because their job and levels of satisfaction have significantly improved.

Industry analysts have talked for the past few years about how important it is to focus on CX, but I think this is the first time I have seen one of them claiming that all those other important business priorities can be achieved just by concentrating on the customer experience alone. Do you think that the Forrester research is correct? Leave a comment below or contact me on LinkedIn and let me know.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
2019: Thought’s on what’s in store

What’s Ahead for CX in 2019? David Turner recently outlined his thoughts on 2018, in particular the recent highlights for Webhelp and some of his ideas on the road ahead for customer experience in 2019. I also want to look ahead to 2019, but taking a slightly different angle to the usual ‘top trends to look out for’ as featured in many business journals. At present, most of the...

News
Webhelp and SKY make it a hat trick of awards

London, UK, 30/11/2018 Global customer experience expert, Webhelp, and leading telecommunications provider, Sky, were celebrating again after taking home the award for Best Outsourced Contact Centre at the European Contact Centre and Customer Service Awards, which took place in London on 27th...

News
WEBHELP AND VODAFONE UK WIN ‘EXCELLENCE IN BUSINESS OUTSOURCING COLLABORATION’ AWARD AT 2018 CCA AWARDS

London, UK, 29/11/2018 Global customer experience expert, Webhelp, and leading telecommunication company, Vodafone UK, scooped up the award for Excellence in Business Outsourcing Collaboration at the CCA Excellence Awards, held at the Hilton in Glasgow, Nov 15th. Having successfully worked...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook