Public Relations & Social Marketing Insight

Customer Experience Management professionals are too obsessed with methodologies of measurement and not enough with making them actionable.

Research into customer experience shows that a majority of consumer-facing industries are not rated very positively by the customers. Temkin Group researchers surveyed 10,000 U.S. consumers to come with this conclusion. Amplified Analytics’s analysis of 12,832,246 customer reviews published during the same time period produced similar results, although measured on Social NPS® scale.

Temkin Experience Ratings

I think most executives would not question the importance of customer experience to long term viability of their companies. The real question is why these companies cannot figure out how to improve it. Don Pepper offers a brilliantly simple answer:“The overwhelming majority of businesses measure their financial success based on current sales and costs, while customers are focused on the customer experience they anticipate....