- 90% of executives surveyed think customer experience is very important for their company's strategy in 2010, and 80% want to use it to differentiate from competitors.
- While most companies have some customer experience practices in place, like VoC programs and customer experience leaders, they still face obstacles like a lack of clear strategy and cross-organizational cooperation.
- Companies are taking more action on customer experience compared to last year, but still struggle with satisfying customers, especially online where satisfaction is lowest.
1. February 19, 2010
The State Of Customer Experience,
2010
by Bruce D. Temkin
for Customer Experience Professionals
Making Leaders Successful Every Day
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