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 post, let’s look at the areas of focus for customer experience in 2011…
A whopping 92% of European firms plan to increase their efforts in building a customer-centric culture in 2011. EU firms also plan to be considerably more aggressive than NA firms in building an internal understanding of their brands.
North American firms, on the other hand, have more aggressive plans to work on their measurements and metrics.
The bottom line: There’s a lot more going on in customer experience this year