The advent of successful Internet-age businesses operating with a minimum of marketing expenditure has induced many industries to shift attention and funding away from traditional advertising campaigns and to focus instead upon the bedrock of enduring patronage: positive customer experience. In a tough economy with more demanding consumers, Customer Experience executives must effectively manage the increasingly vital tasks of understanding their company’s customers and cultivating and maintaining those relationships. And with the rapid advent of new communication media, the ease with which consumers can publish evaluations of products and services has made the duties of the Chief Customer Experience Officer more complex than ever. It is essential that Customer Experience executives collaborate in cultivating a pool of collective insights, tools, and strategies for effective customer outreach and engagement.
This survey was developed in connection with an invitation-only event hosted by Consero Group LLC in March 2013 for a group of Fortune 1000 Chief Customer Experience Officers. While the survey was limited to 40 participants, the answers provide some useful benchmarking data, as well as valuable insight into the perspective and concerns of this group of senior executives.
Consero’s 2013 Chief Customer Experience Officer Survey included a total of 12 questions in the following areas:
The questions were posed to all Fortune 1000 Chief Customer Experience Executives in attendance at Consero’s invitation-only March 2013 Forum. A total of 40 responses were provided, yielding data that appears with brief analysis on the pages that follow.