Think like the Big Guys and Invest in Your CX

In a recent survey*, participants from companies with $500 million or more in annual revenues were asked about their customer experience (CX).

• 78% expect CX to have a positive impact in 2015, up from 42% in 2014
• 82% think that CX will be more important to their organization in 2015 than it was in 2014.
• 66% expect that their company will spend more on CX in 2015 than 2014.
• 40% have more than five people in their centralized CX team and 42% expect those numbers to rise (none are expecting a decline).
• 88% expect to focus more on web experiences in 2015.
• 81% of respondents expect to put more focus on customer insights and analytics.

And, when asked to identify the things that would have the greatest impact on their business over the next years, building a customer-centric culture was a leading response.

More than likely, your business doesn’t enjoy $500 million in annual revenues, but that shouldn’t stop you from thinking and emulating the big guys who do. Let’s face it. This may be your one chance to do so. You don’t have their marketing budgets or their brand recognition but, there’s nothing stopping you from caring for your customer as much as they do.

By training your team to know what is expected of them, motivating them to deliver, monitoring to make sure they are adhering to your standards, and measuring to ensure continued improvements in service delivery – you will be on your way to creating a customer-focused culture.

Contact Electrum Branding today to create a custom CX Measurement and Management program that meets your needs and budget. Turn your customers into passionate fans of your brand.

*In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond.