Some Relevant Customer Experience Numbers
In The State of Customer Experience Management, 2011 Report, they found the following:
- Almost 60% of surveyed companies had a senior executive in charge of customer experience
- 84% of companies using Customer Experience programs have seen measurable positive results
- Only 17% of companies asked believe their executives are willing to trade short-term profit for long-term customer experience initiatives
Yes, the plate is set, but the meal has yet to be made or served when it comes to Customer Experience.
Be ready in 2013 for customers to expect to reach out and touch your brand and expect to be responded to in kind. Start now building the systems that will help you manage your reputation and social media presence in a way that can serve your customers best.