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Positive Earnings Announcements and Focus on Customer Experience
 As I receive blog alerts about “Ease of Doing Business” and “Customer Experience”, I’ve been watching the comments regarding the latest Forrester customer experience index (CxPi) Survey which indicates Apple came up with a “good” rating at 80% while Compaq/HP came up with a 63% to 66%, and Dell came in at the bottom of a “poor” rating with 58%.   Read Bruce Temkin’s blog on this subject at http://experiencematters.wordpress.com/2009/04/17/apple-beats-windows-in-customer-experience/ .  Of course, I’m not happy with the Compaq/ HP rating as my job focuses on making interactions with the customer easier, but I also have insight into customer improvements HP is working on and know sometimes there is a lag between improvements and the results seen in surveys.   Other than being distracted by all the comments posted to Temkin’s blog, the other thing I noticed was the large number of Q1 earnings announcements this week and the mention of customer experience.  Take a look at Amazon, JetBlue, Stamps.com, Yahoo, and even the newcomer, Chipotle, comments:
  • “We remain heads down focused on driving a better customer experience through price, selection and convenience. We believe putting customers first is the only reliable way to create lasting value for shareholders”. (Amazon Q1 Earnings)
  • “During the quarter we continued to enhance our customer experience. We introduced free premium movies for our customers traveling to the Caribbean and we continued to test the sale of food onboard our aircraft. Our goal is to provide our customers with products and services they value, especially at a time when customers are carefully managing their budgets”.(JetBlue Q1 Earnings)
  • “Second in our 2009 plan, we are going to continue optimizing our business model and our overall customer experience in several ways.”(Stamps.com Q1 Earnings)
  • “Yahoo is focusing on having a Wow! experience for all of its users around the world.” (Yahoo Q1 Earnings)
  • “These benefits are apparent throughout our business model, and in nearly every facet of the customer experience. For example, we're providing better customer service and better food while improving the cost of labor and food and reducing our G&A expenditures.” (Chipotle Q1 Earnings)
Is it a coincidence that these companies had strong performance and positive earnings?  I think not.  I’m pleased to see that those focusing on improving the customer experience are reaping the rewards.  

 

Posted 04-24-2009 7:09 PM by christina.sullivan
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