Friday, March 9, 2012

This Week In Customer Experience: Are You The 28%?

As we quickly gain on the next Total Customer Experience Leaders Summit in June, we'd like to occasionally share with you some of our favorite links of the week on customer experience, customer experience design, and overall customer-centricity.

With "experience" reaching buzzword status, I was surprised to see this week on the 1to1media blog that "According to the recent Temkin Group Insight Report, the "2012 Temkin Experience Ratings," only 28 percent of companies earned a "good" or "excellent" customer experience rating." Healthcare and Internet service providers ranked especially low.

So what is holding these industries back? Temkin points to a failure to engage employees, deliver on promises or invest in focusing on customer experience.

Another challenge may be siloed organizations. When it comes to new channels such as social media and mobile, many are still struggling. In this post on Enterprise Apps Today Kate Leggett, a senior analyst at Forrester Research is quoted as saying:
 “Organizations need to proactively jump on the bandwagon to be able to implement social media channels. Many have done it in a very reactive way that is disconnected from the rest of customer support operations and infrastructure.”

In fact, being proactive about these channels may increase productivity in addition to improving customer ratings. In recent research by Nucleus Research "CRM decision makers and found an average productivity gain of 14.6 percent from mobile capabilities and 11.8 percent from social CRM."

Out of 223 CRM officers in the U.S. and Europe surveyed "About three-fourths of respondents have connected their CRM for mobile use, with 14.6 percent noting a substantial increase in sales productivity from the link."

For those who are already working on multi-platform, digital customer experiences, our friends at The Digital Impact Blog discussed the merits of creating value for your customers through mobile content.

Meanwhile, here on the blog, we started to cover some of the exciting speakers coming to the Total Customer Experience Leader's Summit in June, starting with Peter Dixon, Senior Partner & Creative Director, Prophet. Look forward to more speaker features in the coming weeks!

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