Research and Markets: Does Customer Experience Matter?

DUBLIN--(Business Wire)--
Research and Markets
(http://www.researchandmarkets.com/research/e25158/does_customer_expe) has
announced the addition of the "Does Customer Experience Matter?" report to their
offering.

This is a landmark study of the use and impact of customer experience in US
organizations. This first-of-its-kind report outlines definitions of customer
experience, correlations between the use of customer experience and performance,
and the profile and tactics of leading organizations. The report is based on a
web survey of 463 leaders across industries and organization types.

Some of the important questions addressed in Does Customer Experience Matter?

* Do organizations that have a defined target customer experience perform better
than those who do not?
* Is there a common definition of "customer experience" used by the best
performing organizations?
* Is customer experience most often connected to the best performance when used
for: Customer service decisions? Marketing decisions? Operations decisions?
Overall strategy?

Key Topics Covered:

* Context & Purpose
* Methodology
* Executive Summary
* Key Findings
* The "Haves" Perform Better.
* The "Haves" are a Diverse Group with One Thing in Common.
* Use Matters, and Drives Sustainable Success Over the Life of a Customer
Relationship.
* It Takes A Market-Focused Champion.
* Opportunities are Revealed When You Step in the Customers' Shoes.
* Implications
* Detailed Findings
* Demographics
* Customer Experience Definition & Use
* Acquisition Performance
* Buying Process Performance
* Retention & Growth Performance
* Segmented Performance Analysis
* Online Quantitative Survey

For more information visit
http://www.researchandmarkets.com/research/e25158/does_customer_expe.

Research and Markets
Laura Wood
Senior Manager
press@researchandmarkets.com
Fax from USA: 646-607-1907
Fax from rest of the world: +353-1-481-1716

Copyright Business Wire 2009