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[STK]
[IN] REA
[SU] SBS SVY
TO BUSINESS EDITORS:
New Temkin Group Research Sees Strong Customer Experience Improvements
by Large Companies
WABAN, Mass., April 23, 2014 /PRNewswire/ -- Temkin Group released a
new report, State of Customer Experience Management, 2014, based on a
study of more than 200 large organizations. The percentage of large
organizations that have reached the two highest levels of customer
experience maturity has grown from 6% in 2013 to 10% this year. During
the same period, the percentage of companies in the lowest level of
maturity has dropped from 40% to 31%.
Temkin Group's research has identified six stages of customer
experience management maturity: 1) Ignore, 2) Explore, 3) Mobilize, 4)
Operationalize, 5) Align, and 6) Embed.
The research also revealed a significant focus on improvement. While
only 6% of companies believe that their organization currently
delivers industry-leading customer experience, 58% have a goal to be
an industry-leader within three years.
"Few companies have mastered all of the competencies required to
deliver and sustain great customer experience, but it's great to see
the strong improvements and ambition," states Bruce Temkin, Customer
Experience Transformist & Managing Partner of Temkin Group.
Temkin Group's Customer Experience Maturity Model is based on four
customer experience core competencies:
-- Purposeful Leadership: Operate consistently with a clear set of
values.
-- Employee Engagement: Align employees with the goals of the
organization.
-- Compelling Brand Values: Deliver on your brand promises to
customers.
-- Customer Connectedness: Infuse customer insight across the
organization.
Here are some additional findings from the research:
-- Over the previous year, companies with good or very good ratings in
Purposeful Leadership rose from 39% to 45%, the largest improvement
for any customer experience competency.
-- Sixty-five percent of companies have a senior executive in charge
of customer experience.
-- More than half of companies have at least six full-time customer
experience professionals.
-- Almost two-thirds of respondents rate customer experience with
phone agent as good or very good, the highest rated interaction. Less
than 30% rate mobile phone and cross-channel experiences at that
level.
-- The top obstacle to customer experience is the same as it has been
for four years, "other competing priorities."
-- We compared companies that have strong customer experience maturity
with those that are weaker and found that customer experience leaders
have better financial results, have more senior executive commitment,
and focus more on their organization's culture.
This research report can be accessed from the blog, Customer
Experience Matters, at ExperienceMatters.wordpress.com or at the
Temkin Group's website, www.TemkinGroup.com.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading
customer experience research and consulting firm. Many of the world's
largest brands rely on its insights and advice to steer their
transformational journeys. Temkin Group combines customer experience
thought leadership with a deep understanding of the dynamics of
organizations to help accelerate results. Rather than layering on
cosmetic changes, Temkin Group helps companies embed practices within
their culture by building four critical competencies: Purposeful
Leadership, Employee Engagement, Compelling Brand Values, and Customer
Connectedness. The firm's ongoing research identifies leading and
emerging best practices across a wide range of activities for engaging
the hearts and minds of customers, employees, and partners. Temkin
Group also publishes Temkin Ratings (wwwTemkinRatings.com), an annual
evaluation of companies based on consumer feedback. For more
information, contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer
experience thought leader and is Customer Experience Transformist and
Managing Partner of Temkin Group. He is also the co-founder and Chair
of the Customer Experience Professionals Association (CXPA.org), a
global non-profit organization dedicated to the advancement of
customer experience management. Bruce is also the author of a very
popular blog, Customer Experience Matters@. Prior to forming Temkin
Group, he was a Vice President at Forrester Research for 12 years
where he ran the customer experience, eBusiness, financial services,
and B2B sectors and was the most-read analyst for 13 consecutive
quarters.
Customer experience matters is a registered trademark of Temkin Group.
Read more news from Temkin Group.
SOURCE Temkin Group
-0- 04/23/2014
/Web Site: http://www.TemkinGroup.com
CO: Temkin Group
ST: Massachusetts
IN: REA
SU: SBS SVY
PRN
-- PH10179 --
0000 04/23/2014 12:30:00 EDT http://www.prnewswire.com
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