The annual global Customer Experience Management 2005 study, conducted by the Strativity Group, finds 54 percent of senior executives claim they do not deserve consumers' loyalty.
According to the study, 67 percent of executives do not meet often with customers and only 33 percent say they have the tools and authority they need to serve their customers.
"Based on the study, we concluded that companies remained self-centric, transaction-based and product-focused. They failed to capture the financial rewards associated with successful, value-based customer strategies," the authors reported.
According to the report, only 46.1 percent of the respondents said their company deserves their customers' loyalty. Nearly 60 percent said their relationship with the customer is not well defined. Read more
But, companies are wanting to spend significant budgets on enhancing customer experience. According to Forrester,"The majority of corporate decision-makers said they would boost analytics and customer behavior research budgets, according to "Customer Experience Spending Booms in 2006,"
So, where is the gap? Are only technology & research companies and marketing consultants laughing their way to the bank!
thro' customerspective