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

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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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