Obstacles To Customer Experience Success, 2009

I just published a new report called Obstacles To Customer Experience Success, 2009 that examines results from a survey of customer experience decision makers in Q4 2008.  I also published a similar piece of research last year. Here are some of the findings:

  • 89% felt that customer experience as either very important or critical to their firm’s strategy in 2009.
  • 80% said that their executive teams aimed to differentiate their firm’s customer experience.
  • 65% described their approach to customer experience as either disciplined or very disciplined (up from 58% last year).
  • 57% have a senior executive in charge on improving customer experience across products and channels (up from 45% last year).
  • More than half picked lack of budget and lack of cooperation across organizations as major obstacles to their customer experience efforts.
  • What do they expect from a continued recession? 48% expect spending on customer experience to get cut less than in other places, while only 12% expect it to get cut at a higher rate.

The bottom line: Customer experience management won’t get pushed aside by the recession

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 Responses to Obstacles To Customer Experience Success, 2009

  1. 89%!!! That is so right! I work for a pre-employment assessment company, and we work with anyone that wants to create a great customer experience.

    http://www.taylorhousley.blogspot.com

  2. Pingback: Hallazgos y reflexiones sobre la experiencia del cliente « El Blog de José Manuel Castro

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