Customer Experience Coordination Is The Norm →

Customer Experience Survey Data Is All Yours

June 4, 2010 3 Comments

Last month, 440 people took our survey about the activities, plans, and ambitions of their firms’ customer experience efforts.

As a thank you for their participation, we gave respondents early access to the overall results. We are now making that report available to everyone for free on Slideshare.

We are in the process of doing a much deeper analysis of the responses from 140+ large North American firms. And we are already finding a lot of very interesting things.

To give you a “taste” for the great insights we’re uncovering, only 3% of those firms attained the level that we call a “Customer Centric Organization.”

The bottom line: Keep an eye out for our upcoming analysis.

Filed under Customer experience

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.