Infographic | Customer Experience Management: Strategies to Succeed
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Transcript of Infographic | Customer Experience Management: Strategies to Succeed
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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