CX Infographic

CX Infographic

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  Customer Experience Correlates toLoyalty 294 companies across 20 industries based on survey of 10,000 U.S. consumers It’s Critical To Recover After A Bad Experience 10,131 bad experiences of U.S. consumers (What Consumers Do After a Good or Bad Experience, 2016) 10,000 U.S. consumers rating 294 companies across 20 industries (2016 Temkin Experience Ratings) Customers Give Their Experiences Mediocre Ratings Change in consumer spending based on effectiveness of service recovery Range of Industry Average Scores in 2016 Temkin Experience Ratings 252 large companies in Temkin Group’s Q1 2016 CX Management Survey Emotion Is Most Often Neglected 10,000 U.S. consumers rating 294 companies across 20 industries Poor Emotional Experiences Hurt Loyalty Companies Must Master the Four CX Core Competencies How effective is your organization at proactively designing customer experiences that meet the following goals? 210 large organizations (State of CX Management, 2016) CX Management Remains Immature How did you feel after interacting with the company? Consumers who are likely to… Very poor Neutral Very good 63% (1) (2) (3) 50% 60% 70% 80% (4) (5) (6) (7) 2% How well did the company respond to the bad experience? 50% 4% 44% 5% 31% 6% 28% 16% 25% 26% 24% 30% Decreased spending No change in spending Increased spending Very Poor Poor Okay Good Excelent Very goodGoodMediocrePoor Customer’s ease of use 10% 33% 40% 16% Customer’s completion of interactions 42% 11% 9% 38% Customer’s positive emotional response 8% 26% 41% 25% DelightedUpset Purchase More From Company Recommend Company Forgive Company After A Mistake Trust Company Try New Products And Services Do your leaders operate consistently with a clear, well-articulated set of values? Are your brand attributes driving decisions about how you treat customers? Are employee fully commited to the goals of your organization? BRAND VALUES COMPE LLING LEADE RSHIP PURPO SEFUL EM P LO YEE ENGAG EM ENT CUST O M ER CONNEC TEDNESS Maturity Levels of large organizations 1 2 3 4 5 6 Is customer feedback and insight integrated throughout your organization? CX is integral part of company culture and not managed as a separate activity Clear CX governance in place and organization starts redesigning cross-functional processes Full-time executive leads CX team and starts making incremental changes Senior executive recognizes that CX is important and appoints a temporary group Organization does not view CX as core part of its value proposition CX metrics are integrated into executive scorecards and business operational reviews For more information, visit the Customer Experience Matters ® blog at ExperienceMatters.wordpress.com www.temkingroup.com Copyright © 2016 Temkin Group Customer Experience Matters® THE YEAR OF EMOTION2016 294 Companies 20 Industries 10,000 U.S. Consumers 87% 87% 87% 71% 65% Success Emotion Effort 35% 48% 54% 63% 77% 64% 80% 50% 64% Ignore 30% Explore 19% Mobilize 22% Operationalize 20% Embed 4% Align 6% 12% 6% 10% 11% 8% Six Stages of CX Maturity NEW -30 -30 -25 -20 -15 -10 -5 0 5 10 15 20 -20 -10 0 10 20 Above or below industry average Temkin Experience Ratings Correlation (R) = 0.86 Above or below industry average likelihood to repurchase