A new Temkin Group survey of 200 companies with annual revenues of at least $500 million finds that those with stronger customer experience (CX) metrics programs are much more likely than those with weaker programs to rate their overall customer experience highly. While those results suggest that a focus on metrics can enhance the experience a company delivers, the survey also finds that only about one-third of companies consider CX metrics when making key decisions.
The Temkin Group measured CX metrics across 4 areas: “consistent (does the company use common CX metrics across the organization), impactful (do important decisions consider the CX metrics), integrated (are trade-offs made between CX and financial metrics), and continuous (do leaders regularly examine the CX metrics).” Read the rest at MarketingCharts.
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