The State of Customer Experience (Infographic)

October 20, 2014

In honor of Customer Experience Day (this event has now passed), Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers.

A number of the findings are exciting for those working in the CX trenches. They reveal, among other things, that customer experience continues to gain more focus and that experience ratings have improved across most industries. In sum, more companies are starting to get it.

Here are three excellent reminders from the infographic:

Customer experience is gaining more focus.

  • 58% of companies have goals to be CX leaders in 3 years

Employee engagement directly impacts the customer experience

  • Companies with superior customer experience have almost 2.5x as many engaged employees as do companies that lag in customer experience

Beter customer experiences means higher revenues

  • A modest improvement in customer experience can give a $1 billion firm a $370m increase in revenue over three years

Click on the infographic below to see the full-size version. Go here to see the original version and to see links to the Temkin Group’s supporting reports.




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