Why Customer Experience Drives Business Success | Faculty Q&A

Want to understand why customer experience is critical to long-term business success? Exceptional customer experience isn’t just about delighting customers—it’s directly tied to employee engagement, loyalty, revenue growth, and organizational sustainability.

In this faculty Q&A, Harvard Business School Professor Ryan Buell explains why customer experience matters not only for customer satisfaction and profitability, but also as a reflection of how companies treat their employees. He shares why organizations that fail to prioritize experience risk long-term viability—and what leaders can do to align strategy, culture, and operations for sustainable growth.

Learn how to identify experience gaps, lead change, and adapt in a rapidly evolving business environment by checking out Transforming Customer Experiences: https://hbs.me/mrxtty7p

#CustomerExperience #BusinessStrategy #EmployeeEngagement