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Study Shows That Customer Experience Management is on the Rise

Survey of 200+ Large Companies Highlights Customer Experience Efforts.

Waban, MA, May 18, 2011 --( A new research report published by Temkin Group, “The State Of Customer Experience Management, 2011,” identifies that companies are in the early stages of developing customer experience management skills, but have made improvements over the previous year.

Based on a survey of more than 200 large companies, Temkin Group found that 57% of firms have a senior executive in charge of their overall customer experience efforts and 61% have ambitions to be the best in their industry within three years. The firms also completed Temkin Group’s customer experience competency assessment. The results show that only 3% of firms have reached the highest level of maturity in their customer experience management efforts. The percentage of companies that received at least a “moderate” level of maturity rose from 22% on 2010 to 30% in 2011.

"The combination of strong ambitions and significant improvements show that companies are finally taking customer experience seriously,” stated Bruce Temkin, Customer Experience Transformist & Managing Partner of Temkin Group.

Other key findings from the survey include:

> Thirty-percent of the companies have 20 or more full-time employees in their customer experience organization

> Eighty-four percent of companies have already seen positive business results from voice of the customer efforts

> Nearly half of the respondents are using Net Promoter Score (NPS)

> Only 17% of respondents believe that their executives regularly support decisions to trade off short-term financial results for longer-term customer loyalty

According to Temkin: “Most companies are still in the very early stages of customer experience maturity, but many are positioned to make significant improvements over the next few years.”

This report can be accessed from the Temkin Group website at or from the blog, Customer Experience Matters, at

For more information about Temkin Group, visit

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Temkin Group
Bruce Temkin

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