A few months ago Megan Burns of Forrester Research launched a webinar and white paper on “The State Of Customer Experience, 2012”. We want to ensure all in our community pay attention to what she is doing (if you want to watch it click below, it is well worth the small investment).
http://www.forrester.com/The+State+Of+Customer+Experience+2012/-/E-WEB10244)
This comes on the back of a series of posting in the past few months she has provided covering:
- Websites That Don’t Support Customers Waste Millions
- How Companies Improved Their CXi Scores, 2012
- Customer Experience Maturity Defined
- Enterprise Customer Experience Transformation Consultants
- Manage The Customer Experience Project Portfolio
- The Business Impact Of Customer Experience, 2012
If you haven’t spent time looking at these you should. A few quick tidbits from these to incent you (albeit with a Customer Results spin):
- 93% of companies surveyed said Customer Experience Improvement / Optimization is on their strategic imperatives list for 2012 (Customer Results finds it is on their 3 year strategic plan but same thing)
- >75% say that the quality of the customer experience is as important in competitive differentiation as quality of product or service (have you seen the Allstate and Progressive Insurance ads recently)
- ~75% of executives said cross channel experience improvement is a major focus (social media and mobile anyone!)
- ~50% of companies lack a customer experience strategy, key processes or a customer centric culture (umm .. that is what we do here at Customer Results among other things … hit the contact button or send me us an email at contact@customerresults.com to find out how we can help)
To quote Gil Scott Heron “the revolution will not be televised” .. but to quote Graham Clark “but it just might be posted on Facebook”.
Recent Comments