Temkin Group Profiles the Difference Between Customer Experience Leaders and Laggards
New Temkin Group Research Report Compares Customer Experience Leaders with Customer Experience Laggards Using Survey Responses from More Than 140 Large North American Companies.
Waban, MA, September 09, 2010 --(PR.com)-- In a new report called “Profiling Customer Experience Leaders,” Temkin Group compares the customer experience ambitions and activities between two groups of companies: Customer experience leaders and customer experience laggards. Temkin Group used its customer experience competency assessment tool to identify the two groups.
"Customer experience leaders focus a lot more on their culture; they reward and celebrate employees that exemplify the core goals of their organizations,” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.
The research uncovered striking gaps between customer experience leaders and laggards in several areas, including the focus on creating a customer-centric culture, priority for cost-cutting, ability to delight customers across all channels, success with implementing Net Promoter Scores (NPS), use of text analytics, and obstacles they run into. Here are a few pieces of data from the report:
> 82% of leaders think it’s important to make their company’s culture more customer-centric, compared to only 40% of laggards
> 65% of leaders with voice of the customer programs use text analytics, compared to only 30% of laggards
> 90% of leaders regularly celebrate and reward employees that exemplify their core values, compared to only 17% of laggards
According to Temkin: “Customer experience leaders attack customer experience as an enterprise-wide issue that engulfs their brands, leadership, employee engagement, and connection with customers."
This report can be purchased 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.
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"Customer experience leaders focus a lot more on their culture; they reward and celebrate employees that exemplify the core goals of their organizations,” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.
The research uncovered striking gaps between customer experience leaders and laggards in several areas, including the focus on creating a customer-centric culture, priority for cost-cutting, ability to delight customers across all channels, success with implementing Net Promoter Scores (NPS), use of text analytics, and obstacles they run into. Here are a few pieces of data from the report:
> 82% of leaders think it’s important to make their company’s culture more customer-centric, compared to only 40% of laggards
> 65% of leaders with voice of the customer programs use text analytics, compared to only 30% of laggards
> 90% of leaders regularly celebrate and reward employees that exemplify their core values, compared to only 17% of laggards
According to Temkin: “Customer experience leaders attack customer experience as an enterprise-wide issue that engulfs their brands, leadership, employee engagement, and connection with customers."
This report can be purchased 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.
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Temkin Group
Bruce Temkin
617-916-2075
www.temkingroup.com
Bruce Temkin
617-916-2075
www.temkingroup.com
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