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(GrahamDBrown) CMO Council Report: the state of customer experience across Asia-Pacific and Japan

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CMO Council Report: the state of customer experience across Asia-Pacific and Japan

customer experience, customer experience management, CX, crm, social media, social media marketing, fans, amazon, gopro, zappos, lego, holacracy, digital anthropology, trends, research, case study, case studies, statistics, data, grahamdbrown

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(GrahamDBrown) CMO Council Report: the state of customer experience across Asia-Pacific and Japan

  1. 1. grahamdbrown.com http://www.grahamdbrown.com/cmo-council-report-the-state-of-customer-experience-across-asia-pacific-and-japan/ gbrown CMO Council Report: the state of customer experience across Asia-Pacific and Japan The CMO Council, in partnership with SAP, gathered insights f rom 245 senior marketers in 16 Asia-Pacif ic countries through an online audit during the third and f ourth quarters of 2013. Findings f rom the audit show that only 10% of respondents felt there was strong alignment and synergy among functional heads when it comes to ensuring a seamless experience across all customer touch points and business operational areas. The CMO Council notes that just 23% of marketers surveyed in APJ have calculated how customer experience has directly impacted business performance through lost or gained revenue, retention, def ection, detraction or advocacy. From a benchmarking standpoint, the CMO Council study, entitled “Maximise How You Individualise,” reveals that the customer experience lacks measurement, accountability and dedicated resources throughout APJ based companies and multi-nationals operating in the region. This is surprising considering that 45% of survey respondents represented companies with $1 billion or more in revenue, and 30% held positions at companies with annual sales between $100 million and $1 billion. The Latest Customer Experience Data & Research Apple, HP deliver best customer experiences f rom PC makers: research CMO Council Report: the state of customer experience across Asia-Pacif ic and Japan IBM Report Conf irms: Customer Experience is #1 How to Create Exceptional Customer Experience Customer Service at Every Stage of Growth: How Zappos Delivers Exceptional Customer Experience 5 Truths about Customer Experience Apple, HP deliver best customer experiences f rom PC makers: research 16 Customer-Centric Tech Companies and how they do it (Presentation) 3 Global Airline Alliances: Which wins on Customer Experience? Premium CX Research How to create an amazing experience that drives sales and word of mouth The Apple Customer Experience: how can brands replicate it? Youth Buyology: why youth buy

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