Think Customers: The 1to1 Blog

We asked about the challenges of delivering a top-notch customer experience. Unfortunately, but not surprisingly, departmental silos topped the list. And the bad news: Lack of commitment from the top is still a major obstacle.

What do you believe is your organizations biggest hurdle in delivering an excellent customer experience?
Departmental silos 35.2%
Commitment from the top 17.0%
Recruitment and training 15.9%
Technology 14.8%
Focus on reducing operational cost 10.2%
Lack of investment 6.8%

We also asked about how well customer-centricity has permeated their organizations. On the good news side, the majority of attendees work in organizations that think delivering an outstanding customer experience is everyone’s job. The bad news: 5 percent actually have no one responsible for ensuring that customers have a positive experience.

Who is responsible for customer experience in your organization?
Everyone 64.6%
All front line employees 15.2%
Contact centre employees 7.1%
Customer experience team 8.1%
No one 5.1%

Finally, we asked attendees to rate their organizations against their competitors. While nearly 40 percent considered their performance on par with competitors, the majority (45.2%) said they deliver a better or much better customer experience than their competitors.

How would you rate your company’s performance against its competitors in terms of customer experience?
Much better 12.3%
Better 32.9%
The same 38.4%
Not quite as good 13.7%
Worse 2.7%

With all that in mind, let me now ask you:
How would you rate your company on a customer-centricity scale of 1 to 10, with 1 being dismal and 10 being outstanding?