CMO Council Report: the state of customer experience across Asia-Pacific and Japan customer experience, customer experience management, CX, crm, social media, social media marketing, fans, amazon, gopro, zappos, lego, holacracy, digital anthropology, trends, research, case study, case studies, statistics, data, grahamdbrown

1. grahamdbrown.com
http://www.grahamdbrown.com/cmo-council-report-the-state-of-customer-experience-across-asia-pacific-and-japan/
gbrown
CMO Council Report: the state of customer experience across
Asia-Pacific and Japan
The CMO Council, in partnership with SAP, gathered insights f rom 245 senior marketers in 16 Asia-Pacif ic
countries through an online audit during the third and f ourth quarters of 2013. Findings f rom the audit show
that only 10% of respondents felt there was strong alignment and synergy among functional heads
when it comes to ensuring a seamless experience across all customer touch points and business
operational areas.
The CMO Council notes that just 23% of marketers surveyed in APJ have calculated how customer
experience has directly impacted business performance through lost or gained revenue, retention,
def ection, detraction or advocacy.
From a benchmarking standpoint, the CMO Council study, entitled “Maximise How You Individualise,” reveals
that the customer experience lacks measurement, accountability and dedicated resources
throughout APJ based companies and multi-nationals operating in the region. This is surprising
considering that 45% of survey respondents represented companies with $1 billion or more in revenue, and
30% held positions at companies with annual sales between $100 million and $1 billion.
The Latest Customer Experience Data & Research
Apple, HP deliver best customer experiences f rom PC makers: research
CMO Council Report: the state of customer experience across Asia-Pacif ic and Japan
IBM Report Conf irms: Customer Experience is #1
How to Create Exceptional Customer Experience
Customer Service at Every Stage of Growth: How Zappos Delivers Exceptional Customer Experience
5 Truths about Customer Experience
Apple, HP deliver best customer experiences f rom PC makers: research
16 Customer-Centric Tech Companies and how they do it (Presentation)
3 Global Airline Alliances: Which wins on Customer Experience?
Premium CX Research
How to create an amazing experience that drives sales and word of mouth
The Apple Customer Experience: how can brands replicate it?
Youth Buyology: why youth buy