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 am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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.

    Ronnie Battista

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