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Only 3% of Companies Are Customer-Centric Organizations

Temkin Group Publishes New Report, "The Current State Of Customer Experience," with Results from Survey of 140 Large North American Companies.

Waban, MA, June 23, 2010 --( In a newly published research report called “The Current State Of Customer Experience,” Temkin Group unveiled its analysis of survey data from respondents at more than 140 large North American firms. While only 11% of respondents believe that their firm is currently a customer experience leader, 65% say that their executive team wants to be a leader in three years.

"Companies have a lot of customer experience ambition, but we’ll see if they have the associated level of commitment. Customer experience leadership requires the development and nurturing of new practices throughout an organization, ” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.

As a part of this research study, companies completed Temkin Group’s customer experience competency assessment. Only 3% of respondents earned the highest rating which Temkin Group calls a “Customer-Centric Organization.” On the other hand, one-third of respondents received the lowest rating. Companies scored highest in the area of “purposeful leadership” and lowest in the area of “employee engagement.”

Other highlights from the research include:

> Only 16% of respondents think they always or almost always delight customers getting customer service online.
> 95% of respondents want to improve profitability, but only 43% want to improve the work environment for employees.
> 37% of respondents have had an executive in charge of customer experience for at least 12 months.
> 57% of respondents have a formalized voice of the customer (VoC) program
> 32% of respondents have been using Net Promoter Score (NPS) for at least 12 months, but 19% are not familiar with NPS
> 31% of respondents analyze conversations in social media sites like Facebook and Twitter; the most commonly used of 11 social media activities they asked about.

According to Temkin: “The data provides an eye-opening look into the state of customer experience within large organizations. It’s clear that companies are beginning to take customer experience seriously, but many are still in the very early stages of their journey.”

The report can be purchased from the blog Customer Experience Matters ( or directly from the Temkin Group website (

For more information, visit

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Temkin Group
Bruce Temkin

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