Improving the customer experience is a primary goal of organizations across North America. The majority of companies have customer experience initiatives in place and are geared up to improve their image among consumers. More than 75% of companies currently have a process in place for contacting customers regarding feedback and their overall relationship, according to a May 2010 Temkin Group survey. While participation in social media is growing, only 31% of companies are actively analyzing conversations in sites such as Facebook and Twitter.
To find out more about survey results and Temkin’s Four Core Customer Experience Competencies, complete the form below to download the whitepaper titled “The Current State Of Customer Experience.”