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Follow on Google News | Only 2% Of Large Firms Have Mastered Voice Of The Customer Programs, According To New ResearchTemkin Group Study Of 192 Large Firms Provides An Extensive Benchmark Of Maturity Levels For An Important Customer Experience Management Capability
By: Temkin Group “Voice of the customer programs are critical components of many customer experience efforts. These programs help companies operate with a customer-centric view of their business” states Bruce Temkin, author of the report and Managing Partner of Temkin Group. The analysis uses Temkin Group’s VoC maturity model to assess the effectiveness of companies across six components of a VoC program: Detect, Disseminate, Discuss, Diagnose, Design, and Deploy. On average, the companies received an “okay” or “poor” rating in each of the six areas. Companies scored the most poorly in two capabilities: The VoC program assessment identifies five levels of maturity for VoC programs: Novices, Collectors, Analyzers, Collaborators, and Transformers. Only 2% of the companies ended up with the highest maturity rating, Transformers, while 46% were in one of the two lowest levels of maturity. According to Temkin: “VoC programs are evolving rapidly. It’s no longer good enough to simply send out a survey to customers. Companies need to tap into a wide number of insights and continuously take action on what they find.” The report contains Temkin Group’s VoC program assessment tool as well as additional data to help companies benchmark their VoC programs against the 192 companies included in the research. 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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