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Forrester surveyed 141 executives from large North American firms to find out about their customer experience endeavors.
It turns out that most respondents think that customer experience is very important for their companies and they are trying to use it as an area of differentiation. While the lack of funding was the top problem last year, the lack of a clear strategy has emerged as this year's No. 1 obstacle. Many companies have a voice of the customer (VoC) program in place, and nearly half have an executive in charge of their overall customer experience efforts.
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Sunday, August 1, 2010
This week's freebie
Here's the free giveaway for this week. All you do is click through and sign on and it's yours for free, no catches or anything. Easy stuff and surely useful for you biztypes. Enjoy.