Leading Companies Increase Their Customer Experience Investment in Tough Economic Times According to Surprising New Study; Strativity Group Reveals Results of Their 2009 Customer Experience Benchmark Study Online
Posted on: Tuesday, 26 May 2009, 04:15 CDT
"The biggest surprise in the study was that certain companies decided to INCREASE their investment in customer relationships rather than decrease it as the majority do. These companies reap the rewards already through more profitable business with their customers," offered Strativity CEO
Other Key Findings:
- Smart companies increase investment in customers strategies during tough economic times to build competitive advantage
- Commitment to customer experience remained high 79%
- 47% of companies increased their investment in customer experience by 10% or more
- Close to 50% of executives claim they do not deserve customer loyalty
- 86% of companies do not know the cost of new customer
- 89% of companies do not know the cost of a complaint
- Only 40% claimed employees have tools to service customers
Companies that invest 10% or more of revenues in customer experience:
- Have significantly lower customer attrition rate
- Enjoy referral rates that are twice as high
- Are twice as likely to have customer satisfaction score of 81% or more
Study Overview
- Over 869 executives participated from
North America ,South America , Europe Asia andAfrica - Study was web-based questionnaire following the customer strategy phases
- The study was open to participants from February -
April 30, 2009 - The industry benchmark for investment and commitment to customers
A complimentary Executive Summary of the study is available at www.Strativity.com. For the full report contact Strativity Group.
Strativity Group:
Part strategy, part creativity, Strativity Group deploys a multi-disciplinary approach to customer experience research, consulting and implementation. Customer-centric programs deliver experiences that exceed expectations through employee empowerment and experience design. At Strativity, execution is the only measure of success. Since its conception, Strativity Group has worked with companies like Nokia, Honeywell, FedEx and Microsoft, helping them transition from product-focused organizations to customer-centric industry leaders. Through utilization of its proprietary customer experience strategic framework, Strativity is able to help their clients innovate their customer experience, differentiate their value and become more profitable.
Editors: Arussy available for interview, Ph: (201) 843 1315
Press Contact:
Adam Kluger President, Adam Kluger Public Relations 86 Chambers Street , 7th Floor New York , NY 10007 BlackBerry: 917.655.1450 Office: 1.888.304.AKPR (2577) www.adamklugerpr.comSOURCE Adam Kluger Public Relations
Source: PR Newswire
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