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Follow on Google News | Temkin Group Finds That Social Media And iPhones are Emerging Channels To The Voice Of The CustomerNew Temkin Group Research Analyzes Data From 119 Large Organizations With Voice Of The Customer Programs
By: Temkin Group "Voice of the customer programs are becoming a staple in the diet of customer-centric organizations” The research found that nearly 80% of companies currently use email for collecting customer feedback, but only 22% use social media sites and 3% use iPhone applications. While the use of these channels is low today, the research also showed that they are likely to experience significant growth. When it comes to channels that companies are actively considering, 35% of firms are looking at social media and 21% are looking at mobile applications. Using the Temkin Group’s Voice Of The Customer Maturity Assessment, the study also identified that only 1% of companies with at least 2,000 employees and 9% of smaller companies attained the highest level of maturity, a stage that Temkin Group calls “Transformers.” According to Temkin: “Voice of the customer programs are undergoing rapid change, but they can create value even in their earliest stages. The key to success is focusing on actionable insights.” This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. For more information about Temkin Group, 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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