infographic | customer experience management: strategies to succeed
DESCRIPTION
Information included in this infographic is based on a recent survey, and resulting whitepaper published by The Service Council (TSC). The report, prepared by Sumair Dutta, Chief Customer Officer at The Service Council is entitled Customer Experience Management: Strategies to Succeed. The infographic was developed by m-ize and is provided as a visual representation of the most compelling results and statistics of the study. Both the infographic and the whitepaper are provided by m-ize to call attention to our upcoming Webinar, Winning Strategies in Customer Experience Management. The webinar will be broadcast live on February 25th, 2014 at 1:00 PM Eastern Standard Time. To register for the event and receive a complimentary copy of the whitepaper and infographic please visit the registration page at http://info.m-ize.com/winning-strategies-in-customer-experience-management We look forward to everyone's attendance at the event. If you have any questions please feel free to contact us http://m-ize.com/contact We'll address any and all questions after the discussion, during the Q & A portion of the webinar. Please feel free to invite your associates or anyone that you feel would benefit from the event.TRANSCRIPT
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80%growth
customer satisfaction
customer retention
Revenue growth over the previous 12 months
* average revenue growth amounted to 14%
Top 30 performing organizations returned:
Top Ranked Success Factors:Executive Support
Customer-Centric CultureEmployee Engagement and Buy-InCross-Functional Collaboration Focused CEM Initiative Goals
78% of Executives have CEM-related goals35% of Executive Teams are provided
incentives on CEM objectives
of CEM Initiative
drivers Are to increase “customer expectations
regarding access to
information and service”
77%Satisfied Customers:
• Continue to spend on products and services • Increase their spending on products and services • Bring in new prospects/customers • Promote the organization’s brand
Poor customer service is the top reason for customer dissatisfaction and one of the top two factors leading to customer churn or loss. ...the other is ineffective pricing.
Only 19% of organizations engage in customer journey mapping exercises
Customer feedback management
Cross-functional collaboration
Customer analytics
Customer experience design
Customer insight and performance reporting
79%
74%
70%
61%
58%
Components of CEM Programs
For those organizations that do not have a CEMinitiative, 53% indicate that they plan to in thenext 24 months - an indication of the importance of formalized CEM initiatives .
In place for 4+ years
37%
In placefor 2-4 years
14%
In place for < 2 years 14%
No formalized Initiative 35%
Maturity of CEM Initiatives
65% of organizations have a formal CEM program in place...35% don’t
The Service CouncilTM undertook a research campaign on Customer Experience Management (CEM) initiatives across 180 organizations to learn the structure of CEM programs, the resources dedicated to customer
experience, and the results seen from successful initiatives.
STRATEGIES TO SUCCEED
CustomerExperienceManagement