In the recent Temkin Group report Customer Experience Accelerates In 2011, we examined the 2011 customer experience plans of large companies ($1 billion+). I decided to compare some of the data across North American and Westen European companies for for a slightly larger group of companies ($500 million+).
The data sample for the EU companies (52) is not large, so the data is indicative albeit not necessarily statistically significant.
In this first post, let’s look at the importance of customer experience…
The percentage of companies that plan to focus more on customer experience in 2011 than they did in 2010 is almost identical for NA (87%) and EU (86%) companies. But when it comes to those firms that plan a significant increase, the edge goes to NA firms (47% vs. 41%).
In my next post on this topic, I’ll look at where NA and EU firms plan to focus their efforts this year.
The bottom line: Customer experience management is becoming a global discipline