Research from Forrester finds companies that prioritize proactive customer experience achieve 41 percent faster revenue growth and 51 percent better customer retention than their peers. Author Jeannie Walters asserts that customer experience is the responsibility of leadership. She shares three behaviors of leaders who consistently drive strong customer experience outcomes:
- They define what success looks like for the customer, not just the organization.
- They make the customer’s voice a leadership-level input.
- They treat consistency as a competitive advantage.
Source: Smartbrief, May 21, 2026. Link.
Retention rates, revenue growth and profitability all improve measurably when leaders treat customer experience as a business discipline rather than a support function.”
INSIGHTS: There’s nothing quite as memorable as getting a live follow-up call from a DVM or practice manager after a veterinary appointment. For that matter, a call from your car dealer’s repair department supervisor, your doctor, your A/C repair company or a hotel manager are memorable too. Customer experience is EVERYONE’s job.
Also see: Make the call and Just ASK, AHD Archives. Link.
Image: Link.
Leave a Reply