• Mon. May 20th, 2024

The Paradoxes of Customer Science: Tying Compensation to Customer Satisfaction and Leveraging Data Effectively for Customer Success

BySamantha Nguyen

Mar 26, 2024
The Essential Role of Customer Science for CIOs

In today’s world, where every customer has a platform to express their opinions, it is essential for businesses to meet or exceed customer expectations. Failure to do so can result in negative impacts such as a loss of market value, as seen with Snapchat in 2018 and US companies in 2016.

One of the challenges faced by organizations on the journey towards customer science is the paradoxical nature of the field. Despite the popular saying that “The Customer is King”, many companies lack a designated individual responsible for ensuring positive customer interactions. This raises questions about the roles of emerging positions such as chief customer officer or chief experience officer.

To address this paradox, Glenn Laverty, former president and CEO of Ricoh Canada, integrated customer experience metrics into every employee’s compensation structure. By tying compensation to customer satisfaction, Laverty was able to instill a culture focused on meeting and exceeding customer expectations.

At Boeing, there has been evidence that production throughput metrics have taken precedence over safety considerations. By aligning everyone’s compensation with customer experience metrics, organizations can create a balanced approach and better meet customer expectations.

Claes Fornell, founder of the American Customer Satisfaction Index, has highlighted another data paradox in customer science: despite organizations collecting more data than ever before, there seems to be a disconnect in understanding how to use this data effectively to improve customer satisfaction. As the focus shifts towards customer science, it is crucial for businesses to leverage data effectively in order to better meet customers’ needs and expectations.

By Samantha Nguyen

As a content writer at newsskio.com, I weave words to craft compelling narratives that captivate readers and bring stories to life. With a keen eye for detail and a passion for storytelling, I strive to create engaging and informative content that resonates with our audience. Whether I'm delving into the latest news trends or exploring unique angles on various topics, my goal is to deliver quality content that informs, entertains, and inspires. Join me on this journey as we uncover the news stories that matter most.

Leave a Reply