Why is Customer Experience Important?

Q: Why is Customer Experience Important?

Why is Customer Experience Important? Customers are your primary source of revenue, budgets, salaries, and dividends. Feed the hand that feeds you . A 1-to-1 ratio between customers’ realities vs. expectations minimizes waste and attracts both new and returning customers. “Over a 10-year horizon, FoEs (firms of endearment) outperformed the Good to Great companies by a 3.1-to-1 ratio,” reports the book, Firms of Endearment, by Rajendra Sisodia et al. “The public FoEs returned 1,026% for investors . . . compared to 122% for the S&P 500; that’s more than an 8-to-1 ratio!” [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Customer Experience Playbook https://clearaction.com/customer-experience-growth/ This is a glimpse into what you gain from ClearAction Experience Leadership Mastery .

Why is Customer Experience Important? Customers are your primary source of revenue, budgets, salaries, and dividends. Feed the hand that feeds you.

A 1-to-1 ratio between customers’ realities vs. expectations minimizes waste and attracts both new and returning customers.

“Over a 10-year horizon, FoEs (firms of endearment) outperformed the Good to Great companies by a 3.1-to-1 ratio,” reports the book, Firms of Endearment, by Rajendra Sisodia et al. “The public FoEs returned 1,026% for investors . . . compared to 122% for the S&P 500; that’s more than an 8-to-1 ratio!”

This is a glimpse into what you gain from ClearAction Experience Leadership Mastery.

Lynn Hunsaker

About the Author: Lynn Hunsaker

Hi, I'm Lynn Hunsaker! I led customer experience excellence for many years at Fortune-250 global manufacturers as Head of Corporate Quality & CX, Voice of Customer Manager, Customer Satisfaction Improvement Manager, Strategic Information Manager, and Marketing Director. I'm a Certified Customer Experience Professional, Professional Certified Marketer and Certified MBTI Practitioner. I created the world's 1st approved online CCXP prep course, and I taught 24 university courses. I conducted the world’s 1st marketing operations practices study and the world's 1st global B2B CX practices study. I've served on the CXPA board of directors and as president of SVAMA and BAAPT. At CustomerThink.com, I'm 1 of 5 Hall of Fame recipients and #1 Author of the Year in 2015, 2017, 2023, 2024.

I highly recommend ClearAction! You’ll sharpen your focus with actionable insights and tools you can apply on the job the next day!

MaryAnn Monroe, CCXP, Maximus

Thanks for your guidance and prep. I highly recommend ClearAction to anyone seeking to understand CX.

Aaron Mosby, CCXP, TTEC Digital

ClearAction brings expert level insights to customer experience practices. Lynn Hunsaker’s competence in CX is unmatched.

Kenneth Hampton, Acceptance Insurance

Time well invested. Get introduced to Strategic Impact practices so we evolve from the past practices. Highly recommended.

Balakrishna Murthy, CCXP, Carrefour

Always grounded in deep experience, knowledge of CX best practices, and industry network!

Gloria Gupta, FCXP, American Medical Association

Une riche ressource claire et précise au sujet de gestion de l’expérience client, le contenu que je n’ai pas trouvé ailleurs.

Tatiana Yakovenko, UX Design Specialist

ClearAction calmly and concisely communicates ideas in ways that stick in your brain and make you look at the work you’re doing in different ways.

James Dodkins, Pegasystems

Plenty of actionable takeaways! Always a pleasure.

Clare Muscutt, Women in CX

Súper bien, ella siempre está disponible y brinda una orientación completa para el entendimiento de los cursos.

Sonia Zavales, CCXP, SONICXcorp

ClearAction is a trail-blazer and an impactful leader in the development of the CX practice globally.

Rolu Adebola, Diversiboard

Grateful to ClearAction mentorship. I will certainly continue to use this knowledge throughout my career.

Jenna Harwood-Pepers, CCXP, PointClickCare

Très utile et pratique, aider les organisations à passer à un niveau supérieur.

Tatiana Yakovenko, UX Design Specialist

This is certainly among the best CX content I’ve ever found, uniting concepts and application.

Elaine Mazzon, PhoneTrack

Worth every minute and dollar invested! To establish or operationalize CX for results, look no further. Fully recommended!

Tatiana Ramirez, CCXP, InteractionCX

I highly recommend ClearAction’s Experience Leadership Mastery to up your CX game.

Mary Catherine Plunkett, CCXP, Autodesk

ClearAction has been recommended to everyone asking me how to pass the exam.

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ClearAction is not just good for exams. It applies to the real work.

Bruce Liu, CCXP, Cognizant

Thanks for great resources that made the exam questions feel very approachable and intuitive.

Jenna Harwood-Pepers, CCXP, PointClickCare

Thank you for sharing your excellent view and knowledge on CX and CXM.

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ClearAction has been a valuable resource to me. You have unending knowledge.

Patty Soltis, CCXP, Moffit Cancer Center

This is a true proposal for a customer experience management system connected with business results.

Elaine Mazzon, PhoneTrack

Your question bank is really precise and helpful. What I like most is the hints in the quiz to help you understand the perspective.

ClearAction was a huge help in passing with my first attempt. — Jennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health

I loved this insightful and practical course. Takes CXM from theory to action. The Topic Mastery approach helps dive deep into each CCXP competency. Worth every cent. Fully recommended! — Tatiana Ramirez, CCXP, Marketing Director, Instituto de Mercadeo Agropecuario

Why is Customer Experience Important?

This is a glimpse into what you gain from ClearAction Experience Leadership Mastery.

About the Author: Lynn Hunsaker

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