Posts Tagged ‘lack’
February 9th, 2011 | 
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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. Forrester’s data shows that companies with this type of leadership have fewer obstacles and are more mature in their customer experience efforts. |
More here:
State of the Customer Experience 2010
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It turns out that most respondents think that customer experience is very important for their companies and they 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. Many companies have a voice of the customer (VoC) program in place, and nearly half have an executive in charge of their overall customer experience efforts. |
Excerpt from:
The State Of Customer Experience, 2010