For Customer Experience Professionals

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	February 19, 2010 The State Of Customer Experience, 2010 Lots Of Action, Especially In Companies With Customer Experience Leaders by Bruce D. Temkin with William Chu, Rachel Zinser	Average: 9  (4 ratings)

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Executive Summary

We surveyed 141 executives from large North American firms to find out about their customer experience endeavors. It turns out that 90% of respondents think that customer experience is very important for their companies and 80% are trying to use it as an area of differentiation. While the lack of funding was the top problem last year, the lack of a clear strategy has emerged as this year's No. 1 obstacle. There's a lot of activity underway: 62% of companies have a voice of the customer (VoC) program, and nearly half have an executive in charge of their overall customer experience efforts. Our data shows that companies with this type of leadership have fewer obstacles and are more mature in their customer experience efforts.

TABLE OF CONTENTS

• Customer Experience Is Active In 2010
• Customer Experience Leadership Makes A Difference

RECOMMENDATIONS

• Get The Entire Company Thinking Outside-In
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