In a study released September 2008 by The Aberdeen Group, it was found that for companies that used best-in-class customer experience methodologies and programs, there was a 90 percent year over year increase in retention and a 68 percent year over year increase in customer profitability. What Aberdeen Group found was a series of common characteristics that drove those successes. These are reflected in Table.
Table: Best-in-Class Customer Experience Practices
In other words, constantly taking the pulse of the customer and then capturing the pulse rate are best-in-class practices that have material benefits for the companies that utilize these practices. What does that entail, you might ask? Let’s begin with why customer experience mapping is important, if you don’t mind.
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Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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