In this segment, Brad Christian, Chief Customer Officer of Market Force, joins us to discuss the impact customer experience has on a company's financial performance.
Many customer-oriented initiatives come with a significant price tag, and customer success leaders question their ROI. Brad Christian, Chief Customer Officer of Market Force, joins us to discuss the impact that customer experience has on a company’s financial performance.


In the latest SBI TV interview, Brad shares why it would be a financial mistake to not invest in these programs. 


Click here for the podcast version of the full interview.


The Impact of Customer Experience on Financial Performance


  • Insights for investing in customer experience initiatives. minute 4:45


  • Predictive analytics for B2B companies. minute 5:42


  • Brad shares five lessons to managing different functions of the customer experience. minute 8:30


Skip to minute 9:00 to hear Brad’s advice on executing on your brand promise:


“A lot of the executives that we talk with early days push back on the notion of they’ve got to comp plan, I shouldn’t have to incent these behaviors. I shouldn’t have to incent these CS attributes… We think that if you put the right kind of compensation structure around this, you can drive really outsized results…”


See more of Brad’s interview here:


Capturing the True Meaning of Customer Experience


Third-Party Perspectives on Customer Experience


Explore our Customer Success and Customer Experience insights, or connect with an expert to learn more about developing a world-class CX design.


RGM Workbook


Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.


Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.


Prior to joining SBI in 2009, Matt spent eleven years leading sales and marketing teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.



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