Saturday, March 11, 2006

Customer Experience Management 2005 survey

From Customer World:

The annual global Customer Experience Management 2005 study, conducted by the Strativity Group, finds 54 percent of senior executives claim they do not deserve consumers’ loyalty.

According to the study, 67 percent of executives do not meet often with customers and only 33 percent say they have the tools and authority they need to serve their customers.

“Customer Experience Management”? I’d rather have my experience mastered than managed.