The best kind of experience a customer can have is one in which a company can meet her need or solve her problem completely effortlessly, without having to jump through hoops or overcome obstacles.
Many companies, however, have yet to achieve delivering this frictionless kind of experience to their customers. A new Temkin Group report, "State of Customer Experience Management, 2014," based on a study of more than 200 large organizations, revealed only 6 percent of companies believe that their organization currently delivers industry-leading customer experience.
While 6 percent seems discouraging, the same report reveals that the situation is improving. In fact, 58 percent have a goal to be an industry leader within three years. Also, the percentage of large organizations that have reached the two highest levels of customer experience maturity has grown from 6 percent in 2013 to 10 percent this year. During the same period, the percentage of companies in the lowest level of maturity has dropped from 40 percent to 31 percent.
Delivering enhanced customer experience requires the efforts of an entire enterprise however, everyone knows that the customer service organization is the nerve center in helping the organization to deliver targeted and frictionless experiences. But finding organizations with all the necessary qualities for delivering exceptional service is rare. Great service organizations have employees who are effective listeners, can anticipate the needs of customers, regularly share customer feedback, and can think of ways to elevate their companies' service standards above the competition.
Vonage is one of those rare organizations. In February, the communications services company earned two 2014 Stevie Awards for "Favorite Customer Service" in the telecommunications category (out of 430,000 votes cast), and the Silver StevieÂ® Award for "Customer Service Department of the Year," also in the telecommunications category. At 2 p.m. EST on Wednesday I will interview Rob Sutton, vice president, Global Operations, Customer Care at Vonage, in a 30-minute webinar about the secrets to Vonage's success and its strategies that have helped to transform its service organization.
Please join Rob and me on Wednesday to learn some tips for reaching next-level service standards.