2009 Global Customer Experience Management Benchmark Study

Strativity Group has unveiled the results of their 5th annual Customer Experience Management Study. According to Strativity CEO Lior Arussy, the biggest surprise in the study was that certain companies decided to increase their investment in customer relationships rather than decrease it as the majority do. Other key findings include:

Smart companies increase investment in customers strategies during tough economic times to build competitive advantage

Commitment to customer experience remained high 79%

47% of companies increased their investment in customer experience by 10% or more

Close to 50% of executives claim they do not deserve customer loyalty

86% of companies do not know the cost of new customer

89% of companies do not know the cost of a complaint

Only 40% claimed employees have tools to service customers

Companies that invest 10% or more of revenues in customer experience:

Have significantly lower customer attrition rate

Enjoy referral rates that are twice as high

Are twice as likely to have customer satisfaction score of 81% or more

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