Business Impact Of Customer Experience Efforts, February 2014 [CHART]
A recent study from Econsultancy found that company marketers consider customer experience (CX) to be their single most exciting opportunity this year. Large companies (with at least $500 million in annual revenues) surveyed by the Temkin Group[download page] seem to agree: relative to last year, they expect more positive business results from their customer experience efforts, and a strong majority are planning to spend more to attain those results.
Indeed, 63% of large companies surveyed in Q4 2013 said they expect to spend significantly or somewhat more on customer experience this year. That represents continued growth from 54% who planned those increases in the 2012 study and 46% in the previous year. Read the rest at MarketingCharts.