Of course, we're biased here at Tealeaf. As close as we are to the organizations that are making strides in their online customer experience, it's interesting to hear the less-biased perspective of someone like Bruce Temkin—Customer Experience Transformist and Managing Partner of Temkin Group.
Temkin Group recently conducted research on the maturity of customer experience at large organizations and came up with some eye-opening results. Turns out most companies are not yet very good at online customer experience. For instance, in a recent Temkin Group study of more than 140 large organizations...
- Only 10% said they're in a leadership position relative to others in their industries
- Worse yet, a Temkin Group evaluation found that only 3% of these companies are mature in their online customer experience practice.
So while a rapidly increasing number of organizations see online customer experience as something they have to do, there's still quite a lot of room for improvement. The good news is that these conditions present a very good opportunity for companies to establish a competitive edge through superior online customer experience.
How do you rate compared to your competition in this area? Many companies don't even know. To hear more from Bruce Temkin on this subject, have a listen to our recent podcast with him on the subject of Online Customer Struggle.
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