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, we examine the emphasis on improving customer experience in different channels…
Social media is the top area of focus for both NA and EU companies. The biggest difference in the two groups is that EU firms are focusing more on phone agent experiences while NA firms are focusing more on in-store experiences.
The bottom line: Customer experience is a satisfying global profession