Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Customer experience metrics still poor

The latest report, entitled 'The State of CX Metrics 2012', revealed that companies with stronger CX metrics programmes are more likely to be customer experience leaders and to outperform the business results of their competitors.

But while these efforts are seen as important, only 11% of respondents received "good" ratings for their CX metrics programme. Overall, most companies have not shown any improvement in these ratings since the same study was conducted in 2011.

Among the other key findings of the 2012 survey:

• Companies with stronger CX metrics programmes are almost four times as likely to deliver customer experience that is considerably above average in their industry.
• Companies are increasing their use of metrics focused on likelihood to recommend (including Net Promoter Score) and ease of doing business.
• Only 11% of respondents think that their company mostly integrates CX and financial metrics, and it's down from 13% in 2011.
• Only 35% of companies consider CX metrics in many of their important decisions.
• About 40% of executive teams review CX metrics at least monthly (roughly the same as in 2011).
• Half of companies (50%) use common metrics across most of their company, an increase from 43% in 2011.
• Over half of companies feel good about their measurements of phone and online experiences, but only about one-quarter of them feel that way about measuring mobile and cross channel experiences.

The company's annual assessment of CX metrics examines four areas:

1. Consistent: Does the company use common CX metrics across the organisation?
2. Impactful: Do important decisions consider the CX metrics?
3. Integrated: Are trade-offs made between CX and financial metrics?
4. Continuous: Do leaders regularly examine the CX metrics?

"Companies focus on what they measure, so it's important that their CX metrics point them in the right direction. Unfortunately, very few companies are doing a good job with their CX metrics," concluded Bruce Temkin, managing partner for Temkin Group.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)