Customer Experience Leaders vs Laggards, May 2014 [TABLE]
Companies taking forward-looking approaches to customer experience management (“leading-edge companies”) are using analytics more effectively and seeing more promise in new technologies than companies who aren’t taking such a forward-looking approach (“lagging companies”), according to a recent report from Harvard Business Review Analytic Services sponsored by SAS. With their significant investments in customer experience, it’s not too surprising to see them also reporting significantly better business outcomes.
For example, 58% believe their customer retention rates are very successful (top-3 box score on a 10-point scale), versus just 20% of lagging companies who concur. Read the rest at MarketingCharts.