For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	March 2, 2007 Customer Experience Leadership Matters A Survey Of Customer Experience Execs by Bruce D. Temkin with Steven Geller	Average: 5  (4 ratings)

This is an excerpt

Executive Summary

Less than one-third of our Customer Experience Peer Research Panel participants have an executive in charge of their company's customer experience efforts. We examined how these firms with clear customer experience leadership differ from their peers. While they aren't more disciplined in their customer experience efforts, they are more likely to undertake corporatewide efforts like an enterprise Net Promoter program. These firms also report significantly fewer obstacles than do firms without a customer experience executive. The upshot: Companies aiming for dramatic customer experience improvements should actively consider a dedicated executive to lead the transformational effort.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.