60% Of Companies Want To Lead Industry In Customer Experience

May 24, 2010 - PRLog -- A recent survey by Temkin Group found that 14% of respondents think that their company delivers industry-leading customer experience today, but 60% hope to lead their industry within three years.

"This intense level of ambition shows that people recognize the strong link between customer experience and loyalty. Companies will no longer be able to compete with poor or mediocre customer experience” stated Bruce Temkin, Customer Experience Transformist & Managing Partner of Temkin Group.

Other key findings from the survey include:
•   Online interactions are disappointing. Only about one-quarter of respondents think that their company always or almost always delights their customers when they research a product, apply for or buy a product, or get customer service help online.
•   Customer experience efforts are most often run by a dedicated customer experience team, (29%), Marketing (22%), or Customer service (17%).
•   63% of respondents have a senior executive in charge of their customer experience efforts
•   51% have a formalized voice of the customer (VoC) program, and 81% of those people think that it has had a positive impact on the company

The survey was conducted in May 2010 and includes responses from 443 people who work for organizations in a variety of geographic regions and across multiple industries. The results from this analysis were published in the Temkin Group Insight Report entitled “May 2010 Customer Experience Survey: Summary Of Overall Responses.”

Temkin Group is planning to analyze the data using its proprietary Customer Experience Competency Model. According to Temkin: “This data will allow us to assess how far along companies are on their way to becoming truly customer centric. Customer experience represents a long-term journey, so these insights will help companies stay on track.”

Temkin Group will be sharing additional insights from this survey on the blog, Customer Experience Matters (http://experiencematters.wordpress.com).

Temkin Group is a consulting and research firm that helps organizations transform their customer experience. For more information, visit http://www.temkingroup.com.

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Temkin Group is a customer experience consulting firm. We have one simple goal for our clients: increase customer loyalty by becoming more customer-centric.