Next Generation Customer Experience

NEXT GENERATION Customer Experience WORLDWIDE BUSINESS RESEARCH From March 26 - 28, 2012, the team at the Next Generation Customer Experience Event presented a benchmarking questionnaire to its audience of more than 200 attendees. The goal of the session was to provide participants with a better understanding of how their organizations stacked up against the rest of the industry. Approximately 60 people responded to the comprehensive survey. Their roles ranged from Vice President of Customer Experience to Director of Customer Insights and more, and they came from companies as diverse as Boeing, Disney and Wells Fargo. This infographic presents data from the survey with some surprising and not-so-surprising stats about the evolution of customer experience in corporate marketing strategies. HOW LONG HAS CUSTOMER EXPERIENCE BEEN A FOCUS AT YOUR ORGANIZATION? WHAT IS YOUR CURRENT JOB TITLE? HOW LONG HAVE YOU BEEN IN YOUR CURRENT ROLE? 34% 38% HAVE BEEN IN THEIR " CURRENT ROLE BETWEEN RECR CSTM 25% 1ANO3 YEARS 10% p MARET TO 5 52% DTHERS INCL UDE N O NINIS PEDAT NOAN MIRCURCT FANMENARE ECTLIT DETR EDUCATONE TEANMATE ERIENT 21% 16% .UIY VEMENTIECES ! 1-3 YRS 3-5 YRS 5-8 YRS 8 YRS 29% 6% 17% 34% 11% 8% <1 YA 1-2 YRS 2-3 YRS 3 YRS JIS NOTA FOCUS YET HOW HARD IS IT TO GET INTERNAL APPROVAL FOR RESOURCES AND FUNDING FOR A NEW CUSTOMER EXPERIENCE? 53% OF COMPANIES HAVE A SEPARATE CUSTOMER EXPERIENCE DEPARTMENT 26% 39% 31% SOMEWHAT EASY DIFFICULT VERY DIFFICULT SLIGHTLY DIFFICULT IN WHICH AREAS DO YOU CURRENTLY INVEST THE MAJORITY OF YOUR BUDGET? WHAT IS YOUR GREATEST OBSTACLE TO IMPLEMENTING A CUSTOMER EXPERIENCE STRATEGY? MOST COMPANIES SAY A LACK OF INTERNAL RESOURCES IS THE GREATEST OBSTACLE PREVENTING IMPLEMENTATION OF CUSTOMER EXPERIENCE STRATEGIES 17% STORE TECANOLOGY/ INTEGRA ON 14% 17% 15% 30% MIEKE 16% EXECUTIVE BUY-IN BUDGET INTERNAL RESQURCES OTHER AREAS INCLUED BRAN/DGMEVRETRACE/ CMPETIVE 22% 14% 12.50% DA MMKEMENT/DM PRODUCT NTENT urnuBranHENISI MNE EAONE LACK OF STRATEGY EXECUTION ОТНER WHAT ARE THE KPI'S FOR YOUR CUSTOMER EXPERIENCE TEAM AND DEPARTMENT? OR, HOW DO YOU JUSTIFY EXISTING AND ADDITIONAL EXPENDITURE? WHICH METHODOLOGY DO YOU USE FOR CAPTURING CUSTOMER SATISFACTION AND LOYALTY? 34% 62% 21% 20 REVENUE BASED RETENTION BASED 20N SATISFACTION BASED 10N NPS (NET PROMOTER SCORE) 46% CU CCUSTOMER LOYALTY INDEXI 10% NONE 7% 26% 16% 5% 3% OTHER RESPONSES LOYALTY BASED ENGAGEMENT BASED PROFIT BASED OTHER FREENER AMERS DSMERSABINTRNIEYS DNAERSICna snOEL REEINDT SACTN FOR WHICH CUSTOMER EXPERIENCE MEASUREMENTS ARE YOU PARTNERING WITH SOLUTION PROVIDERS? STERNA ATEA COMAN SVEYS IME DSTIMERERINE LEVELS 58% 54% 40% 40% 44% OF RESPONDENTS HAVE A MULTI- CHANNEL CUSTOMER STRATEGY IN PLACE CUSTOMER ANALYTICS/ FEEDBACK WEB/ECOMMERCE/ EXPERIENCE DESIGN MARKET RESEARCH SOCIAL MEDIA MONITORING 31% 25% 19% 2% 56% DO NOT CRM/RELATIONSHIP MANAGEMENT CONSULTING FOR INTERNAL CUSTOMER EXPERIENCE STRATEGY MOBILE CUSTOMER EXPERIENCE WE DO IT IN HOUSE „AND HOW DID THEY MEASURE THEIR SUCCESS? 55% 25 21% 21% 29% 20% HAVE SEEN MEASURED SUCCESS FOR A CUSTOMER EXPERIENCE INITIATIVE 49% 55% 32% 25% 21% 37% 33N NDELED OSTEMER LONATY INFEASED CISTDER ENAGEMENT ICREASED CSTONER INGEAEJ PRT 45% KEY HOH PRORITY PRORITY MEDIUM PRORITY LOW PRINITY HAVEN'T OTHERS: REEDAEIO N CONAT BOEAED DENMER RIEN EEEMENI CNEFGENIL ABOUT THE NEXT GEN EVENT: WITHIN YOUR ORGANIZATION, WHERE DO YOU SEE THE BIGGEST OPPORTUNITY FOR CUSTOMER EXPERIENCE IMPROVEMENT IN 2012/2013? The annual Next Generation Customer Experience conference brings together the best minds in the customer service management industry to discuss strategies for customer retention, customer loyalty and enhancing the customer experience through integrated marketing channels. SEY IDMENT DSFUNCIRAL AMENT MICT MIN MLTHONEL/SEALE ARE YOU INTERESTED IN SPEAKING AT THE CONFERENCE? Contact the program producer. Kristin Paulick: Kristin. [email protected]. We are now preparing for the 2013 conference. Now is the time to know more about the different branding, networking and exhibiting opportunities at next year's event. Contact Dan Lusardi to find out more: IN-STORE TECHNOLOGY/ NTEGRATION 196 ALL OF OTHER WEBSITE 34% EMPLOYEE DEVELOPMENT 32% CALL CENTER 19% MOBILE 17% SOCIAL MEDIA 10% THE ABOVE 74 [email protected] REGISTER NOW! ONLINE: WWW.THE-CUSTOMER.COM CALL: 888.482.60 12 OR 646.200.7530 EMAIL: [email protected] EPLOTEE EVE WEBSITE 19% SCIAL MEA