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Dazed and confused
Author: Bill Cusick
February 28, 2005
You would think, given all the money and time and effort spent by companies on this customer relationship thing over the last few years, that the situation would be getting better. And you would think, if you ask senior execs at those companies, that they would be motivated to say customer experience is an issue they’ve gotten their arms around.
Boy, would you be wrong.
212 senior executives across the globe gave themselves pretty dismal marks in this survey. 59% don’t even feel they deserve the customer’s loyalty, up from 45% in 2003. And over 8 of 10 don’t know the average annual value of their customers. Almost 9 out of 10 don’t know the cost of a customer complaint.
So, everyone is now talking about customer experience at major corporations - heck, some now have full customer experience departments - and things are getting…worse.
Some of these companies need to call us.
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