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Follow on Google News | Study Shows Customer Experience Management Is On The RiseSurvey Of 200+ Large Companies Highlights Customer Experience Efforts And Ambitions
By: Temkin Group Based on a survey of more than 200 large companies, Temkin Group found that 57% of firms have a senior executive in charge of their overall customer experience efforts and 61% have ambitions to be the best in their industry within three years. The firms also completed Temkin Group’s customer experience competency assessment. The results show that only 3% of firms have reached the highest level of maturity in their customer experience management efforts. The percentage of companies that received at least a “moderate” "The combination of strong ambitions and significant improvements show that companies are finally taking customer experience seriously” stated Bruce Temkin, Customer Experience Transformist & Managing Partner of Temkin Group. Other key findings from the survey include: > Thirty-percent of the companies have 20 or more full-time employees in their customer experience organization > Eighty-four percent of companies have already seen positive business results from voice of the customer efforts > Nearly half of the respondents are using Net Promoter Score (NPS) > Only 17% of respondents believe that their executives regularly support decisions to trade off short-term financial results for longer-term customer loyalty According to Temkin: “Most companies are still in the very early stages of customer experience maturity, but many are positioned to make significant improvements over the next few years.” 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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