Do you have the business goals of a customer experience leader?
As you think through your 2011 customer experience plans, I thought it would be valuable to share some data from the Temkin Group report, Profiling Customer Experience Leaders. We compared the business goals of customer experience leaders with those of customer experience laggards. Here’s a sample of what we found:
Not surprisingly, the largest gap is in the area of customer-centric culture. Customer experience leaders are much more dedicated to building a customer-centric while laggards are more interested in cutting costs.
The bottom line: Are your goals more like leaders or laggards?