Social Media Is Key Focus In NA And EU

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

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

3 thoughts on “Social Media Is Key Focus In NA And EU”

  1. From the look of your graph, it seems that businesses are getting it as far as the power of social media. I am currently enrolled in an MBA class about personal branding and it is truly fascinating how far the reach can be. Thanks for the post! Miriam

  2. Great article as always, but did you mean to say 2011 twice in the subheader? I believe you mean in 2011 more than 2010.

    Thanks,
    Ronnie Battista

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