Temkin Group Research Shows That Customer Experience Efforts Will Increase in 2011

Waban, MA, January 20, 2011 --(PR.com)-- In a new research report called “Customer Experience Accelerates In 2011,” Temkin Group analyzes data from a recent survey of 170 companies with annual revenues of at least $1 billion. The report examines how customer experience programs fared in 2011 and the plans for these efforts 2011. More than eight out of 10 respondents think that customer experience will be more important in 2011 than it was in 2010.

"This is a key year for customer experience efforts. Companies are finally figuring out how to treat customer experience as a strategic initiative,” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.

Eighty-eight percent of respondents in the survey reported positive business results from their customer experience efforts in 2010 and 99% expect to see positive results this year. Social media, Website experiences, and building a customer-centric culture are the areas of focus that companies say will receive the most increased attention.

According to Temkin: “Companies are looking to embed good customer experience practices within the operating fabric of their business.”

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.

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