For Customer Experience Professionals

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	April 24, 2009 The State Of Customer Experience, 2009 Customer Experience Management Enters Into Adolescence by Bruce D. Temkin with Megan Burns, William Chu, Steven Geller, Angela Beckers	Average: 8  (1 rating)

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Executive Summary

Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are starting to develop more disciplined approaches to customer experience management. But they have a long way to go. When we examined responses to our Experience-Based Differentiation (EBD) self-test, it was clear that many organizations are pretty low on the customer experience maturity scale. That's why there are significant opportunities for improvement, especially when it comes to Web sites — 60% of which failed our evaluations in 2008. So where is customer experience today? In its adolescence. Customer experience management will need nurturing and patience over the next few formative years.

TABLE OF CONTENTS

• Customer Experience Management Is An Emerging Discipline
• Don't Your Customers Deserve Better Experiences?

RECOMMENDATIONS

• Keep Customer Experience Top Of Mind In This Economic Climate

WHAT IT MEANS

• Customer Experience Management Enters Adolescence
• Related Research Documents

This is an excerpt