The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience

Transcription

1

2 2

3 The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices and the success of customer experience professionals 3

4 Launched in April 2011 Currently 1,600+ community members 70+ corporate members 17+ sponsors Local networking events in UK, Canada, US 4

5 We can raise the bar on the performance of all CX professionals We can make sure that customer experience is recognized as a professional discipline We can ensure that organizations sustain their focus on customer experience We can create more opportunities for all of us We can help each other succeed! 5

6 Rate the overall customer experience that your company delivers Better than all companies The best in our industry Considerably above average 1% 6% 7% 28% 59% What s your goal in three years? Slightly above average 30% Average for our industry 23% Below average in our industry 13% Source: Temkin Group report The State of CX Management, 2012

7 CX factoids on large firms (>$500 million) 59% have a senior exec in charge of CX 65% have five or more full-time CX professionals 72% identify other competing priorities as a significant obstacle 19% of senior execs trade-off short-term financial results for longer-term customer loyalty Source: Temkin Group report The State of CX Management, 2012

8 101K CX Professionals in North America Total CX Professionals By Size of Company U.S. (87,273 CX professionals) Canada (13,855 CX professionals)

9 2012 Temkin Experience Ratings Rank Company 1 Sam's Club 2 Publix 3 Starbucks 3 Subway 3 Chick-fil-A 3 Aldi 3 Winn-Dixie 3 H.E.B. 3 Credit unions 10 ShopRite 10 Amazon.com Top Rated firms Rank Company 10 Kroger 10 Sonic Drive-In 14 Walgreens 14 Target 14 PNC 14 Pizza Hut 18 Hy-Vee 18 Lowe's 18 Whole Foods 18 BJ's Wholesale Club 18 Arby's Base: 10,000 US consumers Source: Temkin Group Q Consumer Benchmark Survey

10 2102 Temkin Experience Ratings Very Poor Poor Okay Good Excellent Grocery Chains Fast Food Chains Retailers Parcel Delivery Services Banks Hotels Appliance Makers Insurance Companies Car Rental Agencies Investment Firms Credit Card Issuers Airlines Wireless Carriers Auto Dealers Computer Makers TV Service Providers Internet Service Providers Health Plans

11 The core insight Do what you do so well that they will want to see it again and bring their friends. - Walt Disney Copyright 2011 Temkin Group. All rights reserved.

12 Do what you do

13 You need to know who YOU are and employees Customers must recognize that you stand for something. -Howard Shultz, Founder of Starbucks - Edited by Bruce Temkin

14 CX needs to support what YOU do Business Strategy Brand Strategy Goals for attitudes and behaviors for each target segment of customers Strategy and objectives for customer experience Copyright 2011 Temkin Group. All rights reserved.

15 so well

16 Three components of experience Emo%onal) Experience) Func%onal) Accessible)

17 How effective is your company at measuring these customer experiences? Over the phone Very good 30% 26% Good In the store/branch Online Across multiple channels On a wireless device 20% 17% 10% 14% 8% 11% 29% 29% Base: 228 firms with annual revenues of $500 million or more Source: Temkin Group report, State of CX Metrics, 2011 (November 2011)

18 they want to see it again

19 Temkin Loyalty Ratings versus industry average (percentage points) +30 Correlation coefficient (R) U.S. =.83 UK = Temkin Experience Ratings versus industry average (percentage points) -30 Source: Temkin Group report The ROI of Customer Experience

20 Correlation between CX and IT purchases (B2B) 50% Purchase momentum (% increasing spending in 2012 minus % decreasing spending) 40% 30% 20% 10% 0% -10% Temkin Experience Ratings Correlation coefficient (R) =.74 40% 45% 50% 55% 60% 65% 70% 75% Source: Temkin Group report 2012 Temkin Experience Ratings for Tech Vendors

21 Good CX leads to more business CX Leaders CX Laggards Willing to buy more Reluctant to switch Loyal customers versus industry average (Difference of percentage points) Source: Temkin Group report The ROI of Customer Experience

22 and bring their friends.

23 Differences in likely to recommend Customers likely to recommend company versus industry average (Difference of percentage points) CX leaders nd quintile rd quintile th quintile -9.6 CX laggards Source: Temkin Group report The ROI of Customer Experience Copyright 2011 Temkin Group. All rights reserved.

24 Thank you! Bruce Temkin Customer Experience Transformist & Managing Partner Temkin Group Blog: Customer Experience Ma2ers =nyurl.com/cxmabers

25 25