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Follow on Google News | Only 3% Of Companies Are Customer-Centric OrganizationsTemkin Group Publishes New Report, "The Current State Of Customer Experience," With Results From Survey Of 140 Large North American Companies
By: Temkin Group "Companies have a lot of customer experience ambition, but we’ll see if they have the associated level of commitment. Customer experience leadership requires the development and nurturing of new practices throughout an organization, ” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group. As a part of this research study, companies completed Temkin Group’s customer experience competency assessment. Only 3% of respondents earned the highest rating which Temkin Group calls a “Customer- Other highlights from the research include: • Only 16% of respondents think they always or almost always delight customers getting customer service online. • 95% of respondents want to improve profitability, but only 43% want to improve the work environment for employees. • 37% of respondents have had an executive in charge of customer experience for at least 12 months. • 57% of respondents have a formalized voice of the customer (VoC) program • 32% of respondents have been using Net Promoter Score (NPS) for at least 12 months, but 19% are not familiar with NPS • 31% of respondents analyze conversations in social media sites like Facebook and Twitter; the most commonly used of 11 social media activities we asked about. According to Temkin: “The data provides an eye-opening look into the state of customer experience within large organizations. It’s clear that companies are beginning to take customer experience seriously, but many are still in the very early stages of their journey.” The report can be purchased from the blog Customer Experience Matters (http://experiencematters.wordpress.com) or directly from the Temkin Group website (http://www.temkingroup.com). For more information, visit http://www.temkingroup.com. # # # Temkin Group is a customer experience research and consulting firm. We have one simple goal for our clients: increase customer loyalty by becoming more customer-centric. End
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