Last week, I attended a networking gathering of customer experience enthusiasts, hosted by Fidelity and the CXPA. The demographics were pretty representative of the discipline overall: many thoughtful, specialized vendors doing creative work and a large group of practitioners, mostly from a single company.
A new Temkin Group report finds only seven percent of companies are very strong at customer experience today, with the leadership and professional staff to drive it. That’s about to change. A whopping 59 percent aim to lead their industry in customer experience (CX) within three years.
At the event, Bruce Temkin shared a few thoughts on the current and future state of the customer experience movement:
The move to build new job functions and departments around CX is 100 percent about driving the business forward. Companies that are mastering programs like Voice of the Customer and Net Promoter® are consistently able to grow their share of wallet and predict revenue streams.
We at Corporate Ink see it too with every NPS program we run, especially year over year.
Read more about creating a trust advantage through Net Promoter in this recent market brief.